One of the first lessons I learned in retail is that anybody can be a good guy when making a sale or when things go well. It's what you do if/when things go wrong that leave a lasting impression. Stuff happens that's nobody's fault but that shouldn't stop you from soften the blow for your customer, or showing that you care. Someone spends serious dough on a new bike, what's few dollars for coffee and a pastry in the scheme of things.
We had an account at de Robertis, and would send customers over there on our tab for a variety of reasons, like if they came in before the bike was ready, or sometimes simply to get them out of our hair. In this case it would have been a way of saying we're sorry you had to take the walk.
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