When my printer's type began to grow faint, I called a local repair shop where a friendly man informed me that the printer probably needed only to be cleaned. Because the store charged $50 for such cleanings, he told me, I might be better off reading the printer's manual and trying the job myself. Pleasantly surprised by his candor, I asked, "Does your boss know that you discourage business?"

"Actually it's my boss's idea," the employee replied sheepishly. "We usually make more money on repairs if we let people try to fix things themselves first."