[M.D. Holloway]

"During the Depression, for example, Snap-on salesmen, sensing the angst of these struggling mechanics, began compiling "wish lists," asking customers what they would buy if they had the money -- and then extended them the credit to make at least some of the purchases. In so doing, Snap-on not only sold more tools than the company could have anticipated, but created route lists, purchase records and data for territorial sales statistics. By supporting its customer base so directly, Snap-on actually exited the Depression with a modest profit. It also created a foundation of relationship-selling that remains its strength today. "