What causes CSMC employees to have a crappy attitude? Obviously they see it in their leader and two things happen:
1) They follow his example
2) They know they won't get in trouble for it since he does it
Nailed it, everything flows downhill. I've seen it time and time again. There's a Plumbing Supply Company here in NY, Best plumbing. Everyone there you will talk to is customer oriented, friendly and helpful. I have the opportunity to do work for the current owners, they are the same way. I also had a chance to work for the current owners father many years ago. He started the company and was the same way. It comes down from the top.
I will say however, when I went to CSM it was over 13 years ago, I don't remember seeing Lou there, I dealt with another gentleman, Dick Perret. He was a perfect gentleman. He had the opportunity to introduce me to Tony, who was perfectly rude.
Back in 1985 I was backpacking through Europe, didn't even own a gun but was planning on getting one for hunting. At the time I had read an article about the guns of James Purdey and Sons. So i made my way over to Audley Street, walked in to look around and was promptly greeted, relieved of my backpack and shown around for about 20 minutes or so. I don't remember who it was that took care of me but he was a true gentleman, not at all condescending and answered all my questions. This for a backpacking American in denims.
I knew enough to know I was out of my price range but as I was leaving I was naive enough to ask him what his opinion was of the Browning BPS pump gun I was thinking of getting.
Without missing a beat, not a hint of a smirk, he said to me, "That's the gun made by Miroku of Japan for Browning? It's a fine weapon and will serve you well until you're ready to come back and have us make you a gun."
I still hope to take him up on that offer some day.