Brian works at a cellular phone store in a shopping center. He enjoys friendly rapport with customers. One morning, a customer in a black suit comes in and says his phone stopped working and he needed a loaner phone. He introduces himself as George. Brian notices that George has fidgeting a lot and doesn't make eye contact. Brian decides against opening with a joke.

When he gets the account information. Brian reads that George's phone broke down at the same time his mother died. Brian quickly got George's loaner phone, telling him it's free of charge and apologizing for his loss. George shakes Brian's hand Brian can tell he's made a lifelong customer