We often hear the term "it's only business", often from someone trying to excuse doing something selfish, rude, or just plain mean. Bad behavior seems to be more common when both parties are anonymous. As online sales become the norm rather than the exception, we rarely get to know the people we do business with. I think business is personal. I don't assume we are friends just because you bought a jigsaw puzzle from me, but I think you deserve at least as much respect and courtesy as someone I meet in a store. IT'S BUSINESS. IT'S PERSONAL.