Marketing strategy

Panchuda of our locality is the owner of a shop dealing in stationery goods.He is extremely popular among his customers because of his innovative usp.He never returns his customer even if the item sought for is not readily available in his stock. He would give the customer something substitute of the item with a polite rsauest to manage that day with the substitute and a firm assurance to make the original item available on the next day.in the process the customer is happy while patchu da expands his business  activities to his satisfaction.
One day during the lunch time, panchu before going to his house to have his lunch askes his employee to manage till he comes back and not to return any customer in the meantime.
After few minutes, a customer appears and has asked for a roll of tissue papers. The employee informs him that tissue paper is not presently available and offers  him  some sand papers to manage for the day while tissue paper would be made available on the next day.