I was just in my local REI (outdoors goods, like tents and hiking boots), and the place was really busy. Granted their annual customer reward and 20% of coupon just came out, but every time I'm in there they seem to be at least reasonably busy. I think your comment is spot on. They have employees who know their stuff, and I trust the employees and the company. And they must do some customer service training, not sales technique but actually how to work with a customer, because I've always felt like they're trying to help rather than trying to make a sale. I think I've always bought what I was discussing with them.
Dividend season, yo. Plus, the staff is super friendly, treated and trained well, and as a company REI really supports their customer base through events and classes. Never had a problem there.