It is surprising that it took so long to come to this. ("Circuit City powers down," Nov. 4.) This is just one more chain that has missed the key to success: customer service. I was in a Circuit City store about 10 years ago. I found partly empty, dusty shelves and no salesperson in sight. I recently visited another store and waited on purpose to see how long it would take for one of several employees to offer help. It never happened. One was arguing with a customer; two others had a yawing conversation going about last night's party. I'm amazed that something as simple as good customer service seems to escape so many in management.