In the end, it is all about the dealer/distributor creating 'value' for the customer. Only when that is done does the dealer have the right business model, that is sustainable. Value depends on the customer, some want service, some a low price, others a 'relationship'. Years ago, when I was in the financial services business, we found that customers wanted an account executive who 'cares' as the number one factor in their doing business with the firm. Making money was number two. Today, value still does not mean the lowest price.