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What Actually Killed Borders and Why We Love Nordstrom


A few years in the past, I used to be standing in an unacceptably lengthy line, ready to pay for my buy at a Borders. I counted ten folks in entrance of me, six folks behind me, one particular person working a register, and a supervisor who was fulfilling the position of disengaged observer. After paying for my buy, I requested if I might have a phrase with him. He agreed.

Anticipating a tirade, he started apologizing for his staffing scarcity after which added the next: “You recognize, sir, I am not truly even alleged to be working at this time.” I needed to shriek, scream, or toss something, however I used to be too flabbergasted to precise ANY emotion. I simply checked out him in disbelief for about 5 seconds after which inquired as follows my nordstrom employee login

“Sir, I am within the enterprise of serving to executives, entrepreneurs and corporations create and maintain success. I am all the time within the altering aggressive setting and the strain it exerts on established companies. Can I ask you a few questions?” I might see the blood circulate return to his face as he answered, “Sure, after all.”

I continued: “If I can purchase this e book (pointing to my buy) for 20 to 30 p.c much less cash at Amazon, why ought to I purchase it right here?” His response was, and that is no lie or exaggeration, “Private service.” I requested him to clarify what he meant by that. He gazed at me as if I had a 3rd eye in the course of my brow and adopted with, “Why do not you simply return your e book and purchase it from Amazon!”

Now there’s private service.

Shifting on: One of many issues that I DO (or relatively, DID) like about this chain are the kiosks that they’ve for purchasers to do “self-searches” for books. Typically I am not fairly certain of a title or writer, and my search requires a number of inputs. Doing it myself is extra expedient than feeding info again and again to a retailer clerk. A few months in the past, I used to be searching for a selected e book on the identical Borders and used a kiosk to seek out my e book. As soon as I accomplished my search, I spotted that I did not have a pencil to write down down the data. Seated subsequent to me, a retailer worker was busy copying one thing from a printed report onto one other piece of paper. I leaned over and requested, “Pardon me. I appear to have forgotten to carry a pencil. Do you’ve gotten one I might borrow?” He raised his head, checked out me dismissively and stated solely, “no.” I waited for a minute, anticipating, “No, however I will go get you one.” Or “No, I am in the course of one thing. In case you can wait a minute, I will discover you one.” All I obtained was a really terse “no.”

I did not hold my cool fairly as properly this time. I stood up, checked out him, flailed my arms and loudly requested, “Is that IT?!” He checked out me as I continued: “A paying buyer wants a pencil and relatively than fetch him one, the very best you are able to do is NO?”

He stated nothing. I ran as much as the try counter and grabbed two pencils. The cashiers had been guffawing – in all probability at my histrionics. I returned to my kiosk, handed the man one in all them and stated, “This is a pencil. When the following particular person asks you for one, you possibly can reply as when you worth his enterprise, relatively than the best way that you simply did!” He took the pencil with out a lot as elevating his head or verbally responding.

In case you have missed the current print tales about Borders, this is the quick model: They’re lifeless! They’ve stopped paying publishers for books. Most retail specialists estimate that inside 90 days, their doorways will shut for good. Most of those identical specialists, nonetheless, cite “technique” as the rationale for his or her demise. They had been all the time a “day late and a greenback quick” in anticipating and responding to aggressive modifications. Whereas that clarification is true, it is inadequate.

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