The in-line skater brings home a new set of wheels. They are too big. This bothers him. He returns to Universal, where he purchased the wheels a day earlier. Returns are no problem, he's told, even though he'd opened the packages. "Where do you skate?" he is asked. A nearby rink, he replies. "Oh, really? I used to skate out there. These wheels are too hard for that surface. You'd be better off with something softer, such as these," the clerk says, holding out a new package of wheels. Not only is the clerk's selection the proper size and better for the intended purpose, it also costs a lot less money. The clerk wraps up the new wheels, signs a form, then reaches into the register for a twenty-dollar refund. The customer is bothered no more. In fact he is delighted. Service like this is rare, he thinks to himself. Service like this is why Universal wins the Best Skate Shop award year after year. Universal is the best, hands down.