As a brick and mortar shop for another "hobby" I knew going in that customer care was going to be critical to success. And so I planned a business model to accommodate internet pricing, local demand, and building customer loyalty. If you have any common sense when running a business you know goodwill costs need to be factored in.
Freebies were part and parcel for loyal customers, regulars, and big ticket buyers. And that kept a dive shop open and profitable through the recession, in a time when discretionary money wasn't being freely distributed to hobbies.
A good owner will monitor their supply chain, maintain good relationships with reps if there is a QC problem so they can get discounts, replacements etc. A good owner will keep staff aware as they are cutting if there are problems with straight grains, misprints, and other issues and empower them with a set of guidelines to follow to proactively fix a potential issue with a customer. Make sure they get what they ask for in useable goods, our LQS tells the staff, a "thumb width of grace". Telling a customer they "must" buy the remnant is not good policy. Offer at a discount (which you establish when bolt comes in and unit vs. retail cost margins are defined) on the spot or sell at same discount as a remnant. Less than 3-4" on a bolt is to just be included in the sale.
Take care of customers and they take care of you.