There's one regular ‘customer' who comes in every week to read our books, and not only doesn't he buy them, but he also ‘bookmarks' where he has got up to and bends the covers. How should I deal with him?

All of us have dealt with customers of this nature. Many times it is hard to do something about them because you can't catch them "in the act." As unpleasant as it may be, eventually you will have the chance, and the action must be addressed.

Start out by involving them in a conversation about the fact that you see them often in the store. Let them know that you know what they read when they come in for their little visits.

You can take the "casual" approach and tell them that you hope they found the book to be satisfactory. You might even show them the book where they have bent the cover and bookmarked their place. Let them know that this prohibits another person from purchasing this book, so that if another customer was thinking about buying the book, you would have to get another copy.

Hopefully, the customer will take the hint and not continue the practice. If this does not work, then you will have to be tough and confront them face to face after one such reading episode. Hopefully, he will realize the error of his ways and you can save a customer.

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