I just disagree. I own a small business - I sell snowmobiles, not yarn - and people frequently call/stop in to discuss things. I totally understand that it can be an inconvenience to help customers when they aren't buying anything, but I absolutely could not charge these people our 1/2 hour labor rate minimum to answer questions.

To make a very similar example -- snowmobiles come with owner's manuals. In that owner's manual is a very clear chart that explains how clutching should be changed for operation at various altitudes. Instead of referencing their owner's manuals, customers call or stop in to discuss clutching for our altitude. This can easily become a 15-20 minute discussion/explanation. I liken this to knitting, where someone could easily look up tutorials on youtube or pattern notes on Ravelry to answer the majority of their questions... but they don't. Helping customers is one piece of customer service, and creates long term loyalty. Charging for a customer service experience isn't right.