Okay, I work in a bookstore, and have
for fourteen years now. Not the same location all these years, but
the same company. If you've ever worked in retail or in the service
industry, you're aware that there are a number of behaviors that get
on the nerves of the customer service person. We (customer service
folks) all understand these general items, and we all deal with them
in our own ways.
The book selling world, like every
other specialty retail industry, has its own set of gripes, though.
Lucky for me, the vast majority of my time with my employer has been
spent as a Receiving Manager, so I don't deal with the public on a
regular basis. I have “been there, done that”, though, and I
still am occasionally called on to help out on the sales floor, so
I've had my share of … “experiences”. Plus, the Receiving room
seems to be the default “venting zone”, where booksellers go
directly after a stressful experience, to vent their frustration in
tones and vocabulary that would get them in trouble elsewhere. So, I
get to keep abreast of what's going on in the world of bookseller
abuse.
Here, then, in no particular order, are
some common bookseller gripes. Please take heed, because you may very
well be guilty of some of them yourself.
Where's your nonfiction section?
Okay,
I understand that in Elementary school we were taught that the school
library was divided into “Fiction” and “Nonfiction”. You're
not in third grade anymore, Toto. When we're asked this question, our
deepest desire is to point to the quarter of the store that houses
Fiction and its sub-genres, and say “You see that corner? It's
everything else”.
Seriously – what do you expect to find in this nonexistent
“Nonfiction Section”? Books on Astronomy? Then we can direct you
to our Science section. Web Design? You need Computers. Home
Improvement? Art? Collecting? Pets? These all have their own
sections. Just tell us what you're looking for and we'll get you
there a lot quicker. Without wanting to plunge a pen into your eye or
ours.
My kid needs this book tomorrow.
Seriously?
Little Johnny or Susie has had. All. Freaking. Summer. To read this
book. Or maybe it's just half the semester. Whatever. You and I both
know damn well that his/her teacher didn't just assign the book today
with a deadline of having it tomorrow.
Your child's procrastination isn't our fault. We're out of the damn
book because all of Johnny's classmates already came in and bought or
ordered their copies. Don't get mad at us because the only copy
available is in a warehouse in Tennessee. You should've been here
last week. Or, you know – at the beginning of the summer.
How
could you be out? Everyone
is buying it.
I
know, I know. Your teacher told you the only stupid question is the
one you don't ask. She was wrong. This is a stupid question. Yes,
everyone is buying it. That would be exactly why we're out of it, you
brain trust. Yet, this is a direct quote from a customer several
years ago. Pardon me, while I sigh and slap my forehead....
I
don't know the title. Or the author. But it was about a man. And a
woman.
This
ranks right up there with saying “Oh, you're from Random City? My
friend Joe is from there, too. Do you know him?” Seriously, folks,
a highly vague description, without even any non-generic plot points
to distinguish the book? And we're supposed to just reach our magic
hands right into your little subconscious, dig around and find that
literary gem you're so intrigued by that every detail has escaped
you? Puh-lease.
Oh!
It was a bestseller five years ago.
Let
me guess: It was also featured on Oprah, right? Like approximately
five thousand other books. By the way, there are hundreds of
“bestseller lists”. There are two that matter to us. The New York
Times Bestseller list, and our own, which is populated by books that
sold the best in our stores. Just because a Sci Fi fan magazine has
its own bestseller list doesn't mean anyone else outside their own
readership pays any attention to it.
And
I'm sure it had a blue cover. Does that help?
Not
even a little. Please stop; you're giving me an aneurism now.
Ugh!
It's cheaper online, you know.
In
other words, you only came in here to use our air conditioning,
browse through and dogear, rip, and tear the covers on our hardcovers
that you “browsed”, leave a stack of picked-through newspapers
which are as hard to reassemble as road maps, spill coffee on the
carpet, and leave magazines in our restrooms. Yes, those
magazines. We know all about that, you're not fooling anyone...
Gee,
too bad Amazon doesn't have to pick up the electricity, monthly
professional carpet cleaning, and daily janitorial bills, too.
Do
you have a copier?
What's
the word I'm looking for, here? Oh, yeah: plagiarism. It's a crime.
If you don't know what it means, Google it.
***Correction*** It was pointed out to me in the comments section that I misused the word "plagiarism". I absolutely hate when I do things like this. It's not plagiarism, it's copyright infringement, but it's still a crime.
***Correction*** It was pointed out to me in the comments section that I misused the word "plagiarism". I absolutely hate when I do things like this. It's not plagiarism, it's copyright infringement, but it's still a crime.
You
only sell liberal (or conservative) books, and hide all the others,
because of your company's bias.
Sure.
That's exactly right. That political book that's a runaway
bestseller? Nope, we don't want any of those
sales
dollars. You know, because we're not a business or anything. I mean,
it's not like we're here to make money, ya know? Hey, Mr Beck fan,
while you're bitching about how all the books on the display are by
liberal authors, I want you to stop and think about three months ago,
when it was all conservative authors. Why didn't you accuse us of
bias then? There are two factors at work here:
- Displays tend to have a theme. You don't usually see books about Pug puppies and 1970s Muscle Cars on the same table, right? Or books on Hinduism and Christianity? There's a reason for that. They don't go together.
- For some reason, I don't know if it's intentional on the part of the publisher, coincidence or divine intervention, but there seems to be a pattern that a bunch of books by conservatives will come out, then a few months later, a bunch of liberal books will be published within a couple weeks of each other.
This
is not us plotting against you. This is a combination of natural
rhythms in the publishing world and good merchandising.
Phone
customers who have us look for a bunch of books, then don't put them
on hold.
So,
you thought ahead enough to call and make sure we had each one of the
items in your long list of books? Great! I just spent half an hour
running back and forth between the phone and five different sections
of the store, finding and retrieving the books you seem to be
interested in. There's only one copy of each of them, and I have them
all stacked together right here. What? You don't want me to put them
on hold for you? But – there's only one copy of each. We might sell
it before you come in, otherwise. What? You were just
curious as to whether we have
them? So.... I just wasted half an hour and no small amount of
aggravation, only to have to spend another half hour re-shelving
them? Knowing the whole time that you will indeed come in for at
least one of them. Five minutes after we sell it to someone else.
“Your
website said you have it”.
Websites
are great. I'm glad you did a little research before you came in.
However, there's no way that website can know if we have it right
this minute. I'm pretty sure there's no software that can update
stuff that quick. There might be, but if there is, I'm sure it's so
expensive the only people who can afford it are NSA. Use the website
to see if it's something we normally
carry. Then call or stop by to see if it's in. But if you call,
please don't be like the person in the last item.
The
teacher said you have it.
My
apologies to teachers if you're innocent of this, but seriously,
teachers are one of our biggest frustrations. If you're going to
assign Of Mice And Men to 300 of your students to read this semester,
don't just call us and ask if we carry the title and then say thanks
and hang up when we say yes. Geez, it's Steinbeck; of course we carry
it. Probably about three copies under normal conditions. We would so
love it if you let us know that you're a teacher in a local school
and that you'd like to send your students to us. With the proper
notice, we can have those 300 books here and waiting for those kids.
The
author's website said it comes out today.
Sorry,
but the author's webmaster and publisher don't always see eye to eye
on availability dates. Sometimes that's a shipping date. Sometimes
it's an optimistic projected date. Sometimes it's a WAG (Wild Ass
Guess). Sometimes, it's an outright lie, intended to keep you
salivating for the next sequel, hoping you'll be so happy to finally
have it that you won't notice how formulaic and boring the series has
become due to the author's ego- and alcohol- induced boredom with the
whole thing.
You
don't have it? No, I don't want to order it from you; I'll just order
it through Amazon.
Then
why didn't you do that to start with? Seriously. See the earlier item
about things being cheaper online. They're cheaper for a reason: no
customer service, no atmosphere, no flipping through the actual book,
coffee in hand, before making that final purchasing decision.
Parents
who watch their kid throw books/merch on floor and don't correct or
clean up after said kid.
We.
Are. Not. A. Daycare. Seriously. We've seen you drop your kids off in
the Children's Department and disappear elsewhere in the store for
an hour. Hell, at one store I worked in, we had a problem with
parents telling their children to wait at our store after they got
off the school bus until Mom got out of work. And then there are the
parents who literally watch their kids throw books on the floor, pull
merchandise off the shelf, open packages, making most of this stuff
unsellable. Guess what? Some of it is even non-returnable for us,
meaning we can't return it to the vendor for a refund when you don't
buy what your kid destroyed. We have to write it off as a loss. So,
when the price of that Sydney Sheldon hardback goes up? You and your
negligent “parenting” directly contributed.
Rudeness
to bookseller, just because he/she is a captive audience who isn't
allowed to fight back from the verbal attack.
Okay,
this one isn't bookseller specific. It applies to every retail, food
service, beverage service, and even adult oriented industry worker
out there. Yes, they are there to provide you a service. Yes, they
are very limited in what they can say back to you. Yes, they have to
stand there and take it to protect their livelihood. Which means if
you decide to lay into a service worker just because you can, you are
a total and complete asshole and a bully. And I hope somebody runs
over you in the parking lot, dickhead.
There.
Got that off my chest. For now, anyway....