Great quote in today’s Shelf Awareness:
The first rule is you never tell a customer we don’t have something until you’ve asked two other people . . . And the other thing is, don’t be an ‘over there’ store. Take the customer, show them where the book is, walk with them to where it is. ‘Over there’ could be anywhere in the whole store.”–Betty Jackson of the Happy Bookseller, Columbia, S.C., Columbia Free Times
Unfortunately, the quote is part of a story about the bookstore closing. Clearly, poor customer service was NOT one of their problems.