An easy-going person by nature, Frank Ngan laughed self-deprecatingly about how he began keeping cows for milk then ended up running a ranch (the pen shop). He emphasized the three main features of P&P: Firstly, if you walk into this shop then it’s natural not to buy something. It would be unusual to actually buy something. Secondly, as his dream was to become the most professional fountain pen gallery in Asia, to avoid disappointing visitors he may actually choose not to part with a product that the customer likes. Thirdly, Frank Ngan a long-time observer of human nature. Many customers come here to solve the riddle of “collecting things makes you lose sight of your goals” or “collecting things helps you achieve your goals”. When the riddle is solved, they actually become good friends with Yan. With a sly smile, Frank Ngan  commented that different types of people would choose different kinds of birdcages and each kind of birdcage would hold a particular kind of bird. Since birds of a feather flock together, that was why he chose to be stubborn and direct.