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Critics of the Free Market bring up the point that sounds true, in theory. A staff member of a general store will not refer the client to another store which may have the described or better product in question, as doing so does not make a profit for the store, worst it makes competitor's store stronger. A brand store is a different story. But I have had encounters where time and time again staff members do it. I'm unsure if it is against store's policy. How often have any of you also encountered situations where shop staff refer to third party shops in cases of my preferred product not being available in their store? Sometimes they do say "I'll be nice" before referring to a another store that may have the product I prefer/describe. Implying that it is bad for business to do so. It seems the incentive to do so is that you would still go to adviser's store first in the future. Therefore having a loyal customer, which would lead to future profits, even with the contradiction of the action itself. But such a point is a claim that requires a research study.