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I remember when the first B&N opened up in San Jose, I helped open up the store in the warehouse area. As an employee it was drilled into us that customer service was paramount, and we walked the customer to the book. We also wore slacks, nice shirt and a tie. They also had a Starbucks in the middle of the store with chairs, and through out the store there were comfortable chairs where you could read and relax.
I remember there were 3 popular stores B&N, Borders, and Crown Books that were popular. B&N owned B.Daltons, and Borders owned Waldenbooks. Crown Books closed first.
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