“CUSTOMER: Hi, I just wanted to ask: did Anne Frank ever write a sequel?BOOKSELLER: ........CUSTOMER: I really enjoyed her first book.BOOKSELLER: Her diary?CUSTOMER: Yes, the diary.BOOKSELLER: Her diary wasn’t fictional.CUSTOMER: Really?BOOKSELLER: Yes... She really dies at the end – that’s why the diary finishes. She was taken to a concentration camp.CUSTOMER: Oh... that’s terrible.BOOKSELLER: Yes, it was awful -CUSTOMER: I mean, it’s such a shame, you know? She was such a good writer.”

“CUSTOMER: Is your mother around ?BOOKSELLER: ... I run this bookshop.CUSTOMER: Oh. Sorry.”

“CUSTOMER: Do you have a copy of Nineteen Eighty Six?BOOKSELLER: Nineteen Eighty Six?CUSTOMER: Yeah, Orwell.BOOKSELLER: Oh – Nineteen Eighty Four.CUSTOMER: No, I’m sure it’s Nineteen Eighty. Six; I’ve always remembered it because it’s the year I was born.”

“Joseph Pine wrote that today's economy is an "experience economy", meaning that customers want more than a good product or service; they want to enjoy the experience of using a product or service, which begins with their first interaction with a company. So if, in spite of all your customer-service training and "customer-facing" procedures, policies, and scripts, customers aren't feeling the love, you're in trouble. Love? Yes.”

“She was at a cash register, screaming at a customer. She was, in fact, calling this customer a bitch. I touched her arm and said, “I have to go now.” She laid her hand on my shoulder, squeezed it gently, and continued her conversation, saying, “Don’t tell the store president I called you a bitch. Tell him I called you a fucking bitch, because that’s exactly what you are. Now get out of my sight before I do something we both regret.”

“CUSTOMER: I don’t know why she wants it, but my wife asked for a copy of The Dinosaur Cookbook.BOOKSELLER: The Dinah Shore Cookbook?”