A Customer Service and Empowerment Solution to Replicate

Here's an example of this concept in action: a shopper wanted a Toro lawnmower that Ace didn't stock. While the store carried Toro lawnmowers, it didn't carry the specific model the consumer wanted. It would have been easy for the store associate to tell the shopper that the store didn't carry that model, sending him down the street to a competitor. However, that's not what happened.