Shopping has become so impersonal, so hands-off. From our phones and computers, we order clothes we’ve never felt, we buy books we’ve never held. Our packages arrive in the mail and when what we ordered online isn’t quite what we’d hoped, we either swallow our disappointment or go through the hassle of returning it. Whatever happened to inspecting the wares and seeking the advice of a knowledgeable merchant? What happened to simple, friendly interaction?
Thankfully, there are stores in our town that still emphasize the personal and make it their business to offer what online shopping cannot. Left Bank Books has been doing so for nearly 50 years, and not only focuses on customer service, but community service as well. In 2010, it established the Left Bank Books Foundation, a nonprofit that promotes literacy by providing books and literary programming for public school children and other populations. The store prides itself on more than 200 (mostly free) author events a year, bringing the public up close to personalities like Hillary and Chelsea Clinton (pictured at top), and big-name authors like Elizabeth Strout, Jonathan Franzen, Augusten Burroughs and Ann Patchett.
“Human connection makes all the difference,” says Left Bank Books co-owner Kris Kleindienst. “Not only do shoppers get to interact with great authors, but also with staff who are passionate about the books we sell.” The store also hosts a number of reading groups, from Ferguson Reads, which explores issues of race, to Shakespeare, horror and LGBT book groups.
“Online shopping is such a manipulated experience,” Kleindienst says, adding that at stores like Left Bank, shopping involves a process of discovery. “It’s an organic experience—you might come for a mystery novel, but leave with a wonderful children’s book,” she says.
Pam Debandt, owner of Kirkwood’s Ginger & Mary Ann Boutique, says she and other small merchants, both local and across the country, are feeling the effects of online shopping. “People don’t realize the impact it has,” she says, citing the 3/50 Project, an organization with a mission to strengthen independent brick and mortar businesses. According to that group, $68 of every $100 spent in a locally owned, independent store returns to the community, compared to zero dollars from online shopping. Debandt says she tries not to stock anything department stores carry. “I want to be unique, and I can’t compete with Macy’s.”
Ginger & Mary Ann has been in business since 2010 and prides itself on its customer service. “That’s something you don’t get online,” Debandt says. And while some women may seek out the anonymity of an online shop, where things can be tried on in the privacy of their home, she says there’s immeasurable value in receiving real feedback from an experienced shopkeeper. “Women are so hard on themselves,” she adds. “They don’t like their knees or their arms, and I can sometimes feel like a counselor, helping them embrace themselves and pick out what’s right for them.”
Debandt adds other little touches to enhance the Ginger & Mary Ann shopping experience as well. Every Thursday is ‘Thirsty Thursday.’ Wine is served all day, and the store is open until 7 p.m. Additionally, wine and cheese events for parties of 10 combine fun and fashion, and guests receive a 10 percent discount off their purchases. “Sometimes, people are in and out in a few minutes, but sometimes they linger longer,” Debandt says. “We play dress-up, and it’s fun.”
Pictured: Chelsea Clinton at a Left Bank book-signing event in April.
Photo: Lauren Wiser
