What was the "reality check" part about Ms Kordash's day at the end? She sold a TV, provided what appeared to be prompt and complete customer service, and the customers seemed to like her. The main drawback -- a relatively older clientele which may not necessarily be big consumers of the latest shiny -- was more due to the area she was serving. Certainly the level of service is expensive to provide, but it seems like Best Buy is either able to handle or at least reasonably aware of that cost.