James and Nick welcome Michael Herklots of Ferio Tego to the show. Michael has been in the industry on the retail side and the manufacturing side; so, it's no surprise that the discussion turns to B&Ms and cigar lounges. Michael talk about customer service and what consumers should expect from their retailer and cigar lounges. Yes, there's a difference between a cigar retailer and a cigar lounge. The conversation centers around familiarity vs formality. The trio also discuss what Michael looks for in these shops as a manufacturer, before the discussion turns to the manufacturing side. We ask Michael what he thinks is wrong with the industry before turning our attention to Ferio Tego, TPE, PCA, and more!