Back in 1987, while doing some weekend repairs to my first house and in need of some hardware - specifically, a hinge for a saloon-type door that was coming loose from the wall - I headed to the local Ace Hardware store. As always, the store employee at Ace who assisted me was attentive and helpful. I had brought the hinge with me, and as he led me to find the replacement parts, he struck up a conversation and asked me how I would be using the part. When I told him, he stopped and said, "You need a different part. If I sell you this, you will be back in here sometime soon. Maybe a few months, maybe a year, but you will be back to replace it again." He showed me some different hardware to mount the bracket for the door that would make it more secure and save me the same aggravation in the future. And what's more, it was less expensive than the part that I had originally come to the store to buy. What can we learn from this? A few things: 1. Ask questions. Talk to customers - if appropriate, ask about what they need and how they plan to use it. It's important to know your product as well, so you can advise them about how to use it. 2. It's not just about the money. The hardware that I purchased was less expensive than the replacement parts I was originally seeking. The Ace employee was more interested in taking care of the customer than just taking his money.