We made it through in our store, exceeding plan for the fiscal month of December (ended the 17th for whatever reason), but not doing as well the week before Christmas. With last year's plan numbers, we would have been ahead of plan, but the plan for last week was so high this year, we had little hope.

Maybe it's because we (and a Borders Express down the street) are the only bookstores in a three county area, but we didn't have very many problem customers. We had all five registers going most of the time and we were actually getting compliments from customers who said we had the fastest moving lines in town.

I can honestly say I only had one problem customer all month. A lady came in on Saturday, immediately started complaining about the line, and then thrust a list in my hand saying she wanted the books "immediately". I told her I didn't know a couple of the books and I would have to look them up. Her husband cursed and started to walk out. The lady snatched the papers back and said I must be stupid if I couldn't find books when she had printouts showing shelf locations. I pointed out to her that she had printouts from Barnes and Noble and that I would find her books if she gave me a chance. She complained again about the lines, so I suggested she get on line and that I would bring her the books. We had all but two of what she wanted and I did deliver them to her in the line. Putting her in line and then getting her books may have been customer service to the max, but I figured if I did that, I wouldn't have to listen to her while I waited for a computer and them found the books on the shelf.
She probably still grumbled and complained, but if Christmas is nothing more to her than a last minute rush to a store for mostly obscure books, then I guess she doesn't understand Christmas.

My next customer also wanted an obscure book and then spontaneously hugged me when I found it for her. I can't let one rotten apple spoil the Christmas season for me. I'd rather think of the ones who appreciated our running around for an hourly salary that wouldn't even buy a paperback at retail.

It will be Monday in a few hours and then it will be time to open the doors for returns. Maybe things aren't looking so good!