Tags : customer service

Are you REALLY being served? And Do You Care?

Every bookseller knows the importance of great customer service BUT do we really get how important costumer service is, or is it? We pride ourselves on going the extra mile, on being knowledgeable and helpful.  BUT let’s face it as consumers we have all gotten accustomed to, accepted even, what is at best lacking and […]Read More

Abandon Hope, Ye Seekers of Customer Service!

by Jas Faulkner Here’s the thing about me and customer service:  I know there are wonderful people who work the phones and chat lines.  They manage to make the experience of correcting someone else’s mess up as painless as possible.  Most of the time, I am lucky enough to get one of those hardworking people […]Read More

WHERE’S MY PACKAGE!?!

Nothing sends customers into a tizzy faster than a missing package.  Once it leaves your hands, there’s only so much you can do to find one of these waylaid packages.  Tracking SHOULD tell you where it is, but if it wasn’t scanned in at a step, it can appear to vanish in transit.  Or sometimes […]Read More

International Shipping: How Long Does It Really Take?

The shipping estimate on the USPS website is lovely, but its not actually guaranteed for most shipping classes.  For First Class mail, estimating when it will ACTUALLY arrive vs when the the USPS says it will can be frustrating.  Having shipped hundreds of packages overseas, here’s how I estimate when the overseas customer should be […]Read More

What Makes a 'Good' Bookseller

This question has been around for a long time, and naturally I have my firm opinions about what qualities and tasks booksellers should focus on. I’ve had a variety of bookselling experience-particularly in Lorry’s Book Company because of its unique stock–a blend of new titles, older but non collectible books, and some things at the […]Read More

I Think It Had A Red Cover

As a bookseller at various stores, I can honestly say with, LOL, humility, that I was extremely customer oriented. Too much for one owner who found customers annoying and wouldn’t deal with them or authors unless forced to. There was, I’m not sure if this holds true now, a certain snobbishness in some independent bookstores. […]Read More