Shelf Awareness
"The founding principle of our business has been to help our customers personally to secure whatever books they want, whether in print or out-of-print, whether they remember the titles and authors or have only a vague hunch about them, or whether they simply are searching for something to read that they will enjoy. The members of our staff are widely knowledgeable about books, of course, but their success results from matching this knowledge to the often undefined wishes of the customers. Acts of clairvoyance must occur regularly for us to be successful! We believe our skill at stocking really good books in our limited space also makes it fun for customers who want to browse by themselves. They don't have to sort through stacks of publishers' promotional materials to find an interesting book.
Customer service is the 'extra' we offer. It means focusing respect, concentration, and inspiration on every single customer--in person, on the phone, on the Internet or in our newsletters."
--John Doyle, co-owner of Crawford Doyle Booksellers in New York City, in an interview with OpEdNews
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