Monday, 11 November 2013

Scanning one's customers!

A couple of years ago a friend who then managed the Blackwell's flagship bookshop in Oxford told me how he had to restrain his staff when they found customers scanning books.

If you are not up to speed with such things, let me explain that what students (and others) were and are doing was not taking snaps of book covers. They use their smartphones to scan the barcodes with an Amazon app which immediately tells them the Amazon price and gives them the option of ordering a book there and then.

So anyone with a reading list can go into a bookshop, browse… and make their choice. They save money literally at the bookshop's expense.

Hence the anger of the Blackwell's staff. The practice threatens their jobs.

This is a problem all booksellers face. I haven't seen anyone actually scan a book in my shop, but I know it's happened at the Woodstock Bookshop.

Then the other day a woman came in and said she was fairly new to the area. She asked me about the shop and got quite sentimental, even emotional when I said it would close in January. She put a cheap book on the counter as if to buy it.

Then she asked me lots of detailed questions about local books. She repeated the names of titles with a concentrated frown as if committing them to memory. When I declined to accept her card for a payment under £10 and pointed out that she could withdraw the money from the post office 25 yards away at no cost, she said she would not do that and left.

You can see how my mind was working. I was certainly hoping she would not come back in the future as I really don't want this kind of customer.

Surprise surprise, though. She came back after a couple of hours and bought the book. Ho hum.

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