A14

Customer: I need {Company A's Product 11} but in a smaller package.

I think: That manufacturer doesn't MAKE that in a smaller package.

I say: Are you sure it wasn't made by {Company B} or maybe it was {Company A's Product 14}?

Customer: Oh, I'm POSITIVE. It was {Company A's Product 11}. I ALWAYS buy it here. It used to be on this aisle but you've moved everything around.

Me: What did it look like?

Customer: Just like this (holding up a package)! Where's the smaller package?! I ALWAYS get it here!

Me: Follow me. Is this it?

Customer: YES! That's it!

For the record: It was Company A's Product 14 that the customer was looking for, NOT Company A's Product 11. Product 14 does, indeed, come in a small package. Product 11 does not. The two products are entirely different and in entirely different packages. The customer never realized that there was a difference. Spaceship? Ship to sail in the sea? They're the same thing, right?