Late fees and unreturned tapes are a sensitive issue in supermarkets, where the delinquent video customer may also be a good grocery customer. In a spirited exchange at SN's video roundtable, retailers discussed how they meet the challenge of maintaining the integrity of their video program without alienating big spending customers. "When we are across the counter dealing with somebody with a $2 late fee, we have to decide whether that $2 late fee is worth costing not only our customer, ...

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