Barnes and Noble 1998 Annual Report Download - page 13

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OUR CUSTOMERS SPEAK
Barnes & No ble has revolutionized boo kselling by making our stores public spaces and co mmunity
institutio ns. They are places where every kind of customer, young and o ld, may browse, find a
boo k, relax over a cup o f co ffee, talk with authors, and join discussion groups. As one customer
wrote, “ When I need a ‘pick-me-up’ or even when I’m in a good mo od and decide I need a
special treat, there’s only o ne place I really want to go. Barnes & No ble.” On this page are some
of the letters we have received from customers.
“
I am in your stores often…
and these two experiences in
Corpus Christi and San
Francisco stick out as the most
rewarding for me…I
needed help and got it quickly
and professionally…
”
— Paul
“
I am so impressed with
the friendly service
that I have received…you
will not catch me
shopping at any
other bookstore.”
— Sharon
“
In today’s business world
where stores normally say
‘We don’t have that’ and walk
away, I want you to know
that I have NEVER had that
happen at a Barnes &
Noble bookstore.
The staff at Cape
Girardeau spent
two days and
numerous calls
tracking down the
tapes I wanted.
”
— Cookie
“
It is a real pleasure, in this day
and age, to deal with people
who stress quality prod-
uctsand quality service.
Your book store is outstanding
in both areas.
”
— Jack
Shown above
are letters from
customers in
Mobile, Alabama;
Cape Girardeau,
Missouri; Lincoln,
Nebraska; Cleveland
Heights, Ohio; Corpus
Christi, Texas; and
Cincinnati, Ohio.
The social worker at
Etta’s school wrote
that the children
“had never before
received a new book
that was gift wrapped
with their name on it.”
“
I think Barnes & Noble is
the best thing…The
music is wonderful, the
selection is fantastic,
and I love the coffee and the
ability to browse through my
selections.
”
— Patricia