Rules of Engagement

Forty minutes before closing on the Saturday of a three-day holiday weekend, four drunken yuppies walked into Susan Eisen Fine Jewelry in El Paso, Texas. One of them had decided to propose to his girlfriend-in an hour-and his friends were accompanying him to bolster his courage as he bought an engagement ring. "You could smell the beer on their breath," recalls Eisen, who was going to a wedding that evening and had planned to close her store early. The customer's friends were yelling at him to hurry up so they could watch a football game on television. "I asked him, 'Are you ready to buy today?'" Eisen remembers. "I said, 'If you're ready to buy, I'm going to turn on the TV so your friends can watch the football game.'" She ended up selling the customer a $3,000 mounting. Because the store was closing early, there was no time to replace the cubic zirconia used for display; the customer

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