The Expanded and Annotated My Life and Work

particular care whether the customer was satisfied. To sell him was enough. 
A dissatisfied customer was regarded not as a man whose trust had been vio-
lated, but either as a nuisance or as a possible source of more money in fixing 
up the work which ought to have been done correctly in the first place. For 
instance, in automobiles there was not much concern as to what happened 
to the car once it had been sold. How much gasoline it used per mile was of 
no great moment; how much service it actually gave did not matter; and if it 
broke down and had to have parts replaced, then that was just hard luck for 
the owner. It was considered good business to sell parts at the highest possible 
price on the theory that, since the man had already bought the car, he simply 
had to have the part and would be willing to pay for it.