They're the only game in town with the closure of Borders and others. And that's not providing quality service.
We did an article at Third about how rude they were to a woman who didn't want to lug her purchases through the store or pay in each section ("Dear Barnes & Noble"). All she asked was for a clerk to take her DVD items up to the front counter for her. Nope.
Since that article, we've heard non-stop complaints from people about their experiences at Barnes and Noble.
I have a feeling that 2013 will see them close a number of stores. Here's some hints that the store you work at will be on the closing list.
1) You offer free WiFi but apparently don't want anyone to use it. The seats and tables by the magazine racks have all been moved because your snooty employees grew tired of giving people on their laptops and iPads dirty looks.
2) Your snooty employees stand around and talk to each other.
3) Your snooty employees profile every customer as a shoplifter and treat them like dirt.
4) Your customers write e-mails with comments like "I always feel dirty after I leave the store."
5) You've forgotten that it's a tough economy and you're asking people to spend money at the swtore and instead act like strangers have barged into your home.
6) Your employees are ignorant. They're unable to answer questions about basic literary classics, yes, but they also have no idea about recent best sellers. Maybe that time talking to one another among employees could be better spent learning the stock and what you carry?
7) Your bathrooms are hideous. "I've seen cleaner restrooms in a Greyhound Bus Station," wrote one woman.
8) You argue with customers. A lady went to get one of Barnes and Nobles overpriced drinks and tried to use her rewards card. The guy insisted it had expired. She insited it hadn't. He told her he knew what he was talking about. She bought books on the same visit and told the woman checking her out that she was afraid her card was expired. The woman scanned it and told her she had three more months until she needed to renew it.
This is C.I.'s "Iraq snapshot:"