Today we had a customer call us about a series of books, wanting more information about them. We found them for her, put them on the website and then called the publisher to get further information that she asked for. Then she said that she had found them locally and would buy them somewhere else. She just stole at least half an hour of our time to get information that the other store couldn't provide.
To top it off, she said she was interested in buying them from us if we could answer her questions.
Browsing a store is one thing. Using a company's expertise without any intention of buying is theft.
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