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Mrs. Potts, who cleans for the bookshop when her nerves are up to it, is a great source of information for Conrad -- something he doesn't actually see any use for, but which comes in handy once he's gotten a bit out into the world.  For example, she tells him about the origins of the Countess of Stallery, and how she runs everyone's lives up there.  It didn't mean much to Conrad until his circle became a bit wider and he began to meet the people she'd been gossiping about.

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