Why We Say Hello.

Erin writes…

As we were opening the shop this morning, Carrie and I were listening to NPR’s piece on the importance of locally-owned independent bookstores. Obviously none of the information presented was new to us, but it struck a chord with me due to a very recent experience I had at a not-so-local-or-independent store just last week. It really got me thinking not only about the importance of what we do here at Skylark each and every day, but of how our care, concern, and passion for our customers truly sets us apart.

Last week my boyfriend and I were on a mission to find the perfect jigsaw puzzle to get us through the next bout of bizarre weather that Missouri threw our way. After looking for one at the places we thought were the most obvious, and coming up empty-handed at each place, we trekked to the Big Store in hopes of finding one there, as we knew they had a fairly decently-sized selection. The first thing I noticed was that, immediately upon entering, nobody even realized we were there. No one greeted us, no one offered assistance, (or even asked if we needed any), and no one seemed concerned about the fact that we were wandering, clearly in search of something specific. In fact, I quickly realized that our presence there did not really factor into the ways in which anyone there was doing their job. We could walk out and no one would notice. We were just two people in the store among many others, and it felt strange to me, not only because I work at a locally-owned business, but also because I was raised in the locally-owned and independent business world.

My father owned a record shop for twenty-some-odd years and my very first job was dusting and alphabetizing records and tapes in his store, Four Seasons Records in Louisville, KY, a store where we knew every customer by name. Not only that, but we knew their children’s and pet’s names, where they were from, what they did, and, more than anything, their musical likes and dislikes so that we could assist them in the best way that we possibly could. Even now, twenty-five years after my father closed his doors, he still has customers contact him simply to say that they truly miss what he had, because customer service matters. This same attention to customer service is one of my favorite things about working at Skylark Bookshop, that it is a place not unlike Cheers, “where everybody knows your name,” and that is exactly what I did not feel in the Big Store last week. 

Here at Skylark, we truly care about our customers and we want each and every person and pet that walks into our shop to feel that care. We have a commitment to making our customers happy because we value and appreciate the fact that they, YOU, have made the decision to shop locally. Not only are you keeping your dollars local, but on a larger level you are becoming a part of our vibrant community and readership and we could not continue to open our doors day after day without each of you making the choice to do so. Sometimes I wonder if our greetings and offers to assist come off as annoying or pushy, but this experience has reiterated to me once more the importance of customer care. We greet you because we are truly happy to have you in our shop. You will never be simply a face among many here, but a unique reader with unique tastes that we are so excited to explore with you. From all of us to all of you, thank you for giving us the opportunity to get to know you through our little bookshop. We are so happy to see you, and we will continue to greet you and offer our assistance, because that is how we get to know you better. Caring for our customers matters, and it’s just what we do here at Skylark Bookshop.