It was a Friday night, 10 minutes before the shop’s closing time. I was checking out a website about CNC machines and woodworking. I had no intention of working late; I was ready to go out after a long and busy week. But then bright, cool LED headlights bounced off the counter from the front window. I leaned back in my chair and closed my eyes. My vision of leaving the shop quickly faded as the door chime sounded. As was usual for this time of day, I thought: “What kind of person expects quality service right before closing time?”
