The foundation of the book is simple – if someone does go out of their way for you, you are more likely to do so in return. Now, let’s think of this from a business standpoint. Let’s say you are a business that offers terrific incentives, programs, or sales. You also offer great customer service (a very liberal return policy, for example). What you get in return as reciprocity is customer loyalty, as well as word of mouth. Building a customer base is one of the most important parts of marketing, and in this instance, sometimes you have to give a little to get some in return. However, having a customer for life, who speaks well of you to their friends, is worth the price of a liberal return policy, or whatever method you choose.