I have no real idea what did Borders Books in, but I’m fairly certain that all the stories being reported on the corporation’s demise and the imminent closing of all the remaining stores are getting it wrong.
These sorts of stories tend to be covered by youngish, single, male techno-utopians, early and eager adapters all, who can’t imagine anyone isn’t in a rush to live life as virtually as they’re living it. If they even begin to get their heads around the fact that lots of people like to read and own books on paper, it’s with a condescending, How quaint.
Most of the stories about Blockbuster’s failure were techno-utopian fables that focused on the competition from Netflix and streaming video and ignored the fact that the company was heavily in debt from over-expanding at the beginning of the real estate bubble. When the bubble burst and the economy tanked, Blockbuster found itself paying exorbitant rents in emptying suburbs or in suburbs that had failed to develop as expected, serving customers who were cutting way back on their spending on everything.
Also, I haven’t seen that any business reporters have noticed that there are still hundreds of Blockbuster stores in operation and the company’s new owner, DishTV, appears to be planning on keeping them open for a while, which means that there are still people who can tear themselves away from their computers or put down their tablets and smart phones and make themselves leave the house in pursuit of fun and entertainment.
All the reports about Borders I’ve seen and read have featured some version of “Borders failed to move aggressively into ebooks”. In short, Borders was kindled and nooked to death. Except that the company was in big trouble before kindles and nooks were anything more than new toys for early adopters.
More likely, the fact that Borders failed to develop its own significant online presence ten years ago was the more serious self-inflicted wound.
But I’d also guess that Borders suffered from the same things that have killed off so many retail chains---over-expansion and mismanagement due to the incompetence, greed, and indifference of its executives. Very few corporations are run by people who have any idea how the actual business they’re in works or any incentive to learn it. I’d bet you could walk into Borders corporate headquarters and fling nooks and kindles every which way by the dozen without hitting someone who knew what they were or who had even read a paper book since leaving college, not counting the ones they read because they believed their bosses were reading them.
Still, while I feel sad about the end of Borders and terrible for all the people losing their jobs, my feelings are slightly abstracted because I don’t feel I’m losing anything in the closing of any of the stores I know as stores. There are---were---two Borders Bookstores around here, but neither one was a regular stop. Neither was on a route we traveled routinely on the way to and from other places we had to be and both were just far enough out of range for an easy special trip.
What’s more, neither one was worth a special trip.
Not for browsing. Not for a cup of coffee. Not to chase down a particular book. And definitely not for the company---neither was a clean, well-lighted place, despite being well-scrubbed and actually over-lit. I mean that neither was very welcoming of people who wanted to come there just to be in the company of other people.
I don’t need for a store or a business to have been a part of my personal experience to feel its loss personally. I just have to know that the people who shopper there needed it and its closing is a blow to the community. But these two stores weren’t part of any community. One was---is---in a mall removed from any city, town, or village whose communities they might have reached out to or served. The other was at the far end of strip mall land, cut off from the city it was officially in by highway---it suffered from being out of sight, out of mind, but also from there being no easy access to it from the direction most people would be trying to get to it from. Plus there was a larger, much cleaner and more well-lighted Barnes and Noble closer in that people didn’t have to drive a mile past to get to a legal turn-around and double back to.
But it wasn’t just that these stores didn’t serve a community. The customers they had aren’t losing a service they can’t get elsewhere.
Ideally, the shutting down of a bookstore should hurt the cultural life of a community more than the closing of a chain video store. But when our local video store closed a lot of its customers were suddenly without a way to watch movies. Many couldn’t afford premium cable contracts. Many weren’t on the internet. Many didn’t want to be on the internet. There are still lots of people who don’t have time to waste online. There are still lots of people who hate computers.
The very soon to be former customers who relied on these Borders as a source of books can get their books elsewhere, easily. There’s no Barnes and Noble near the one in the mall but there are other sorts of places nearby, places that are clean and well-lighted, places that aren’t just parts of communities but at the hearts of them.
They’re called public libraries.
We’re lucky. Our area still has many well-funded and well-run libraries.
Not nearly as well-funded and so not as well-run as they used to be or should be, but still.
I know there are Borders around the country that are---were---clean, well-lighted places and not just parts of a community but at the hearts of them. A friend who lives in New Orleans is still mourning the loss of her local Borders, one of the first to close back in February when the company announced it was bankrupt. That Borders was in a big old mansion in the Garden District that had been a famous restaurant and then a funeral home when Borders bought it and converted it and it sounded like a very cool place.
I’m not saying anything here except the two Borders near us weren’t great bookstores.
But here’s the thing. I’ve never felt at home or welcome in any Borders I’ve ever been in, and that includes the original Borders in Ann Arbor, Michigan.
My sample isn’t large. Six stores. The two here. Two near Mother and Father Blonde’s outside Philadelphia. One that was near Mom and Pop Mannion’s---that one closed a couple of years ago. And one in Syracuse which is the one I spent the most time in.
I was only at the Ann Arbor store once. I was disappointed by it. But I’m not counting it in my sample.
These six Borders shared qualities that made them less than ideal bookstores.
I could say that they all lacked the same qualities necessary for an ideal bookstore.
But I’ll tackle this from the first direction.
To start with all of them had staffs that seemed to be made up exclusively of early twenty-something hipsters and artistes who when they were actively hostile to customers who weren’t other twenty-something hipsters and artistes were indifferent to their presence and incapable of helping them anyway. When you could force one to pay attention to you, his or her usual response was “It’s over there in our whatever section” followed by the vaguely directional wave and the walk-away or “Check at the information desk,” followed by the vaguely directional wave and the walk-away.
It almost goes without saying that there was usually no one staffing the information desk.
The cafes were either too small or too big, the too few tables crammed together or the still too few tables spaced so widely apart that sitting at one you felt simultaneously isolated and exposed. The snack and dessert choices were limited and all seemingly deliberately stocked for their dryness in order to make sure you bought something to drink with them, and the drink choices were limited to what must have struck the company buyers as hip and trendy enough that they could justify over-charging for. And then those cafes were staffed by the hipsters and artistes the management had deemed to be too anti-social to work as booksellers.
Even if there was no one ahead of you in line, you had to wait ten minutes to place an order while the solitary barista finally realized that pretending you weren’t there wasn’t going to make you go away or the two or three of them behind the counter deigned to break off their conversation about whatever concert, album, TV show, or party they were mutually excited about---I swear I never heard any Borders employees talking to each other about books.
By the way, there is a lot of turnover within this pool of employees and in the Syracuse store, where we used to go a couple of times a month (We’d hit the Barnes and Noble at least a couple of times a week) because it was in a mall we frequented, I had the impression that I never dealt with the same clerk or barista twice, although since they were all of a type and affected the same look, costuming, and attitude I couldn’t be sure.
Not one of these six stores had a decent children’s section. I could write a whole post on what makes a good children’s section in a bookstore, but at the very minimum it should be staffed by clerks who know what’s going in the world of children’s books beyond when the next installment of the currently most popular series is coming out and who also know and like children and understand what sort of help their parents and guardians need. None of the children’s sections in these Borders were staffed at all. Every now and then one of the hipsters and artistes would wander through, make a half-hearted stab at straightening up, and wander off.
Also, in all of them the children’s section seemed to have been an afterthought in the design of the store’s layout, stuck in wherever it would fit and be out of the way, with no thought as to what would be comfortable, comforting, or safe. The exception was the Borders in Syracuse, which wasn’t comfortable, comforting, or safe, but it wasn’t out of the way.
It was in the way.
It was in an open space in the middle of the store close to the entrance to the mall. Children were always in danger of being trampled by the crowds coming and going and customers coming and going were in danger of tripping over children and strollers. It wasn’t a space where you felt safe taking your eyes off your kids for a second or even letting go of their hands, which made it very hard to pick out a book or read to them if you managed to pick one out.
Finally, all the stores were badly lit, the lighting either too harsh and bright or too dim.
So here’s what I think makes an ideal bookstore.
A helpful and knowledgeable staff.
A comfortable and welcoming atmosphere with just the right level and kind of lighting, lots of places to sit and read, a good cafe with an appetizing menu.
A connection to the community that involves it in its social and cultural life.
A children’s section that is more than just about selling books for children to adults.
I know that there are---were---plenty of Borders bookstores that met those criteria. It’s just my bad luck I’ve never been a regular customer at any of them and my good luck that the Barnes and Nobles that were around as alternatives in Syracuse and close to here and near Mother and Father and Blonde’s did offer those things. The two Barnes and Nobles near Mom and Pop Mannion come up short in different ways.
As addicted as I am, WiFi isn’t necessary, while offering good selection of books goes without saying. What makes for a good selection, however, is a good question. It isn’t necessarily a large selection.
Unfortunately, few independent bookstores can afford to offer all these things, but a friendly and knowledgeable staff and a comfortable and welcoming atmosphere can make up for a lot. And most independents are very much involved in the life of their communities.
Used bookstores are a whole ‘nother matter. I’m not an automatic fan. A lot of them aren’t at all comfortable or welcoming and aren’t meant to be, not to casual browsers at any rate. Many are little shrines and chapels devoted to book worship and wandering into one of them just to take a look around feels like blundering into a church during a novena just to admire the statuary.
And some of them aren’t so much stores as windows into the mental closets of their owners and that view can be really disturbing.
So, your turn. You don’t have to build an ideal bookstore for us, but what experiences have you had that have made for good or bad bookstore-going experiences? What would you miss if your favorite bookstore closed or, if it’s a Borders, will you miss when it closes?
Updated Tuesday night to rearrange the shelves: The comments from bereft customers and former employees on this post by SBSarah at Smart Bitches, Trashy Books are making me feel the loss less abstractly than I claimed above. Clearly, there are---were---many Borders that approached the ideal.
Thanks for the link, Ken Houghton.
Photos of the nearest surviving Borders taken by the Mannionville Daily Gazette’s intrepid photographer, Wednesday, July 20. Mannion guys had gift cards left over from birthdays they needed to spend while the spending was still good. The cafe closes Friday. The whole store shuts down mid-September.
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