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Sunday, March 14, 2004
Covington: National Bookstore blues
By Gary Covington
Looking In
One of my favorite authors is Bernard Cornwell who writes the 'Sharpe' series of novels set during the European Napoleonic wars. Cromwell is a prolific and popular author, his novels always in print. I ordered one of the latest at the customer service counter. That was three years ago.
THAT the customer is always right is a saying no doubt coined by a long-ago department store's training manager. It's based on the sound business principle that for any enterprise to survive and prosper it must attract customers.
If a man walks into a tailor's shop and asks for a suit of sky blue then the tailor must scurry off to find suitable bolts of cloth, not ridicule the customer's color sense.
Later, proud in his suit of blue, the customer will return to the same tailor knowing that he's been looked after; that he's received cheerful and attentive service. That the tailor has done his best.
A way of doing business found throughout the world but not, alas, in some Davao stores.
It might be thought that from its name National Bookstore--that prominent glass-fronted store at the entrance to Gaisano Mall--makes its living from selling books.
Not a chance.
True, there are some books on display. Reference works, evergreen classics, popular Stateside authors and the usual horror and romance. Not a particularly comprehensive offering but never mind. It's a bookstore. Just the place to order a book.
One of my favorite authors is Bernard Cornwell who writes the "Sharpe" series of novels set during the European Napoleonic wars. Cromwell is a prolific and popular author, his novels always in print. I ordered one of the latest at the customer service counter.
That was three years ago.
At first I waited a reasonable period of time, say six weeks or so, and then visited the store. I was confident that my order would have arrived and that I was in for a good read.
"Not yet Sir," said the girl, smiling a blinding smile. "Can you try again next week?"
And so I did. For weeks and weeks and then months and months. Always a girl with a nice smile fobbing me off with some bookstore jargon excuse that I didn't really understand.
"Manila says that the book's not remaindered." Or Manila says this or Manila says that.
I suggested that perhaps she might e-mail head office in Manila while I waited. There was a computer. Switched on and humming away.
"Oh no, Sir. Can't do that. Would you like a balloon? Or a ribbon? I'm giftwrapping today."
Eventually, after about a year of this, time enough I would have thought and still no book, I asked to see the manager. She was a charming young lady who listened politely and then suggested, in all seriousness, that I, the customer who had ordered a book at her customer service counter, should e-mail Manila head office myself and see what the problem was. Here's the e-mail address.
I had no answer to that.
Now and again, just for a laugh, I pop into National Bookstore and enquire if my book has arrived.
"Not yet Sir," says the girl, smiling that blinding smile. "Would you like a balloon? Or a ribbon? I'm giftwrapping today."
(March 14, 2004 issue)
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