Great read. I particularly enjoyed her advice:
> Make it right. The standard reimbursement for moving breakages used to be 6¢ a pound. If we broke a 10-pound table, we’d be liable for 60¢, but that’s not right. So we used to give an “I’m sorry” box to customers, with a coffee mug and gift certificate in it, along with fixing whatever we broke. It made a big difference.