Do you notice that sometimes people ask if they can help you, but they can't?

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We were at a convention last week and before things got under way, we were just kinda browsing around checking out where things were. We probably looked a little lost because we really didn't have a purpose in mind. One of the people working at the convention came up and asked if they could help us. Well, we were wondering where something was and asked her. She gave us a blank look and said "Oh, sorry, I can't help you with that." I wasn't sure this person could because they didn't work at the convention center, they were part of our group, working in the workshops and stuff. I wasn't sure what she thought she could help us with, but I think she felt pretty bad that she wasn't able to. Has that happened to you where someone has asked if they could help you and it turned out they couldn't?