This anecdote sums up many of the points that Carnegie has made throughout the book. First, Thomas avoids argument in favor of a more positive approach. He then listens to the customers, making them feel important and expressing his gratitude for their patience. He asked for their input and selflessly agreed to put their needs and perspective on the situation above his own. As a result, he was able to get most of the money that he was owed, kept their goodwill, and maintained his business relationship with them.