Der Kunde ist Gast

'The customer is a guest' has established itself as an appropriate metaphor for a desirable relationship between customer and bookseller. Guest and host move on a common stage - on an equal footing and respectful of each other. Rules of the game apply to their relationship, ensuring that the 'party runs smoothly'. The new edition of the book takes into account the changes in the book market in the direction of Internet trade. Jörg Winter vividly demonstrates how important it remains to deal with customers properly in the salesroom and on the phone. The partnership model 'The customer is a guest' with its relaxed forms of behavior still seems appropriate and contemporary. The author has been working as a management consultant and trainer for the book industry since 1984. Under the company name 'Impulse zum Erfolg', available at www.joerg-winter.de, he organizes.