Many photographers could create better portraits than I, but the warmth and friendliness I projected made a huge difference. Since I like people and generally enjoyed my clients providing timely service was not too hard.

If bookstores could understand they are not just in the book business, but the knowledge and delivery of books business, things might turn around. Bookstores are one of my favorite places, but I’ve quit going into Christian bookstores altogether because of the things you discuss.

Thanks for a thought-provoking post.

A friend of mine, Thomas Hawk explains in his blog post about why the Apple Store, in spite of being packed to the gills, made his day completely. He had accidentally put his iPhone headphones through the washing machine. He walked into the store and after an explanation of what happened, without prompting, the employee went in back, got a pair of headphones, and gave them to Thomas, no questions asked. I know headphones aren’t a huge cost item, but that kind of experience, even when it’s your own fault is amazing. Look at how Thomas wrote it in his blog, I shared it with you, and so on. That kind of experience is viral.
http://thomashawk.com/2007/09/want-to-know-what-happens-when-you-wash.html

Thanks for your insight. Keep it coming.
Jeff

Mike not only a great post but I waited to see other comments and agree with all of them. I’ve seen this in other cities but must say in all my regular visits with ABA stores in Atlanta this doesn’t happen. The B&N stores are usually well staffed and several Borders stores here have people walking the folks deliberately making sure you’re “ok.”
Your experience is not acceptable in any market size but if stores don’t “get it” what do we do. Look at Cracker Barrell, a low priced restaurant who’s serving staff works the longest shifts of anybody. They’re tired and underpaid. Yet their service is consistant I observe. So we’re letting Cracker Barrell and Waffle House beat us on taking care of the customer?
I’m sure those staffs would say their work is as routine as anybody but it doesn’t show. I do think however in the major cities where competition is keen stores are more focused than wherever you shopped.

I do understand a few ABA stores skeptism however as their store is often more of a library with newer titles to many. We’ve all observed the type who buy a cup of coffee, sits around and reads magazines or books and never refiles them and has no intention of buying anything. The library is closed, and the newest title is always checked out. Clerks have told me of a tension they feel “picking up after us” and I see that perspective.

Mainly I’m embarrassed by your post knowing it’s true and knowing it’s more of the same from an industry that looks for Harry Potter moments forgetting most of life is routine and we have to do our jobs exceptionally even if the “boss” is reading reports.
Today Mike your Fedex will arrive on time. You probably will get good restaurant service even if it’s a drive thru at Chick Fil A and if you walk into Best Buy somebody will show you pretty quickly that new TV you and Gail must have.
The saddest part of this is if you mentioned this to the manager of B&N or Borders in Brentwood they’ll nod and smile and not really understand what you’re upset about. And all you were trying to do is help vs the customer who left saying “what a complete waste of time.”

In a recent post in his From Where I Sit blog, Thomas Nelson Publishers CEO Michael Hyatt shares his frustrating experience in a couple of bookstores, where friction created by long lines and lack of available personnel caused him to aba…

I always used to think it was some kind of conspiracy amongst the shoppers…Hey, lets all go to the cashier at the same time and make her crazy! Yeah, lets do that!

Bravo for rewarding the innovators rather than the “I can’t afford to pay some teenager minimum wage” types. And disappointing (but not entirely surprising) to see even the major chains still just don’t get it sometimes!

I was looking to buy a scanner this past weekend–nothing too fancy but one that Consumer Reports had ranked as a “CR Best Buy.” I called around but could not find one store that ever carried it in stock. I could have paid tax and shipping from some of these stores, but instead I bought it from Amazon. It was $5 less, no tax, and because of Amazon Prime, I paid no shipping. I ordered it on Saturday, and it came today–a day early!

Why did I even consider going out to a store–and on a Saturday no less. Amazon has certainly made my life much, much easier.