Chapters Bookstore: Friends with Benefits…by that I Mean Good Service

There aren’t as many book stores as you’d think. With the dominance of Amazon, eBay and other online book divas, the need for actual places to visit seems to have diminished. But there really is something to be said for speaking with an actual person, surrounded by actual books, getting actual service (“actual” quota covered). With the few choices I had, I tried out Chapters in Langley.

I’m sharpening a few of my social media skills (I’m a helper with such things) so I thought I’d pick up a book recommended to me: Darren Barefoot and Julie Szabo’s

books, store, retail, magazines, sales, paper

Trees hate it here.

Friends with Benefits: A Social Media Marketing Handbook. Having already checked online that Chapters had it at the Langley location, I made my way there. Within a few minutes of walking into the store, a sales associate helped me find my book. I must have been there 10 minutes…including waiting in the cashier line.

I had barely taken 10 steps inside the store when a sales associate, in one of those sexy yet understated blue vests, approached me. A smile, eye contact, and a “find everything you’re looking for?” and I was hooked. I hadn’t even begun my perusing when I decided to take advantage of this offer.

She led me to one of their computer kiosks, the ones where you finger point/press you’re way to the book you’re looking for. When the staff member clicked on the book I wanted, another “friends with benefits” came up.  Yeah, not so much about social media. We tried twice and instead of getting frustrated, she made a sincere (and actually funny) joke before we tried another computer. Sure enough, it worked and told us where to find the product.

She didn’t leave it there. She made a point of taking me to the section and pulled the book for me. She didn’t try to push anything else on me (which I appreciated) and she made sure to let me know she was available for any other requests. Nope, I was pretty happy as is.

I didn’t want to browse or buy anything beyond my chosen book. I ended up having to do nothing but allow a Chapters employee to do their job. And do it well.

spork, utensil, "customer service", langley, b.c.spork, utensil, "customer service", langley, b.c.spork, utensil, "customer service", langley, b.c.spork, utensil, "customer service", langley, b.c.
Going steady – This could be the beginning of something major.
We’ve gone out before and I can’t say there was much of an impression. This time, when I decided to pay attention, you brought your A-game. So, what are you doing Saturday?

Service Rating System:

Friend Zone – I just don’t like you in “that way.”
Booty Call – If I don’t have anything else better going on, I’ll stop by.
2nd Date – I’ll give you a second chance.
Going steady – This could be the beginning of something major.

One Comment

  • Lorne Daniel

    Hi Russel, your experience at Chapters sounds typical. Over the years, I have found them to be a ‘decent’ book store. I was disappointed a few years ago when they reduced the number of chairs in stores. At the same time, their book inventory seemed to drop and they increased the number of “gift” items, which are of no interest to me. I’m in a bookstore for books. That’s why I find that independent bookstores are usually the best – their staff (in my experience) are well read and know more about a broader range of books than do chain store staff. In Victoria, I love Russell’s and Munro’s (and there are many others – thanks to Victoria’s demographic which includes many readers).
    For books that are not in stock, I do find that delivery timelines are a challenge. In those situations, I haven’t found anything better that Amazon with its independent affiliates.
    Anyway – keep buying books – we need ’em 🙂

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