Do I Have the Right to Play with Legos at Barnes Noble Without Buying Anything?

Browsing in a bookstore can seem like a simple activity, but it's much more complex than it appears. A customer's decision to engage in an activity, such as playing with Legos, can have significant implications for the store's sales and customer loyalty. Barnes Noble, like many other retailers, operates on a strategy that encourages customer interaction and engagement to increase eventual purchases.

General Policies of Barnes Noble

Historically, Barnes Noble has been quite welcoming to customers who choose to hang out in the store without making a purchase. When I worked there, it was common to see visitors take a seat and read a book, newspaper, or magazine, or even grab a coffee from the cafe. Some shoppers would end up buying something, while others wouldn’t. In any case, Barnes Noble never had a problem with such behavior, as long as it did not disrupt the experience of other customers or their business operations.

The key idea behind this approach is that the store is a place where customers can explore, interact, and make connections. The more people who spend time in the store, the more likely they are to make a purchase eventually. This aligns with the broader retail strategy of driving foot traffic and fostering a positive in-store experience, which can lead to higher sales and increased customer loyalty.

Understanding Sales as a Numbers Game

A fundamental aspect of retail is the notion of sales as a numbers game. The goal is not necessarily to focus on converting every customer, but to ensure that a high volume of customers step into the store. As long as you have a sufficiently large number of customers entering the store, you increase your chances of making sales over time. The more people who enter the store, the more likely you are to close a sale.

The Impact of Foot Traffic

The relationship between foot traffic and sales can be seen in various retail settings, including bookstores. For instance, in a car dealership where sales have an average conversion rate of around 20%, it means that in average for every five customers, one will end up buying a car. This translates to an average of 12 sales per month if you talk to two customers per day, versus 18 sales when you increase the number of interactions to three per day.

While certain factors may influence these numbers, the core concept remains that an increase in customer interaction can lead to a significant increase in sales. An increase in sales means higher income for the business and potentially greater bonuses or incentives for the sales team. This strategy is similar in other retail environments, such as bookstores, where the overall goal is to increase the number of people visiting the store, which can lead to more sales.

Similar Approaches in Restaurant Settings

The tactics used in bookstores often mirror those used in the hospitality industry. For example, in restaurants, servers are typically encouraged to recommend appetizers, desserts, or specific menu items. This practice not only reflects the restaurant's desire to enhance the dining experience but also benefits the server. By engaging with customers and suggesting additional items, servers increase the likelihood of upselling and driving greater sales.

The underlying principle is that creating a positive experience and maintaining customer interaction can lead to higher sales and better customer satisfaction. Whether it's a bookstore, a car dealership, or a restaurant, the focus is always on building a positive relationship with the customer and creating a memorable experience, which can translate into increased sales over time.

Therefore, at places like Barnes Noble, playing with Legos or engaging in other activities as a customer can be considered a form of interaction that aligns with the store's broader sales strategy. By making the store a welcoming and engaging space, Barnes Noble aims to foster a positive in-store experience and ultimately drive more sales.