My watch crystal broke, so I went to the jeweler I always use: Francois Du Pont, on Main Street.
It’s changed owners and is now called Pandora Jewelers, which shows you how often I go downtown. But that’ s not the point.
The owner could not replace it. Yet rather than stopping there and sending me away, he directed me to New England Jewelers. Then he made sure I knew where it was: a few steps up the street, down the stairs just before J. Crew.
He didn’t have to send me to a competitor — a store that might treat me so well, I’d always go back.
He didn’t have to.
But he did.