I’ll answer with an example.
We have a Home Depot and a Lowe’s within 30 minutes driving distance. “Harvey’s Hardware” is about 10 minutes away.
Harvey’s Hardware has been there for over 40 years. The same guy, his son, and his grandson work there, and a few neighborhood dudes have worked there since the beginning of time. In the summer, he hires neighborhood teenagers who are out of school to repaint the outside, clean the gutters, sweep the little parking lot, cut the grass, run stuff the the recycling center down the road, etc.
When I go to Home Depot, I either have to know exactly what I need, or risk having to make an hour round trip at least twice to figure it out. The employees (making about $8 an hour) don’t have the faintest idea what’s wrong with my plumbing/electricity/etc.
When I go to Harvey’s, I ask Harvey “Hey, my water pump won’t turn on. I really need to take a shower”. He says “What neighborhood are you in?” I tell him. He says “Oh, that pump’s about 30 years old. You need to replace the capacitor. Here it is. Lowe’s sells it for $20. I get the same thing from a different supplier. Less packaging. $12. Y’all have a nice day, and say ‘Hi’ to your neighbor Tommy for me”.