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The Aardvark Blog

An email from an unhappy customer and my response

An email from an unhappy customer and my response

Received this morning from an unhappy customer:

'I visited the cafe bookshop today and was greeted with a big sign which said welcome and then went on to list all the requirements to entry! You probably mean well but we didn't come in and won't be back. Perhaps you'd remove my name from your mailing list too.'

My response:

Dear XXXX,

I will certainly remove your name from our database and I am sorry that we will not be able to welcome you to the shop again.

I am sorry also that you feel aggrieved by the signs we have put up at our entrance. I too feel strongly about them. You cannot begin to imagine how long I have agonised about finding the right balance between protecting my staff and customers, complying with the laws of this country, and continuing to provide the kind of service that I have hitherto provided – one in which bossy signs etc have I am glad to say not played a part. It was 50/50 that we would choose not to re-open to customers and continue only selling online, but ultimately I decided that to offer some service – even one compromised by restrictions - was better than to withdraw service entirely. For doing so I have received a steady flow of thanks from existing and new customers and one expressed complaint (your email).

I hope that you won’t mind if I take a little time to explain why I have imposed the restrictions that I have. My wife Sarah is a high risk asthmatic and my father in law who is currently ill with a bone marrow disease akin to Leukaemia and who I have to drive to hospital from time to time, has little or no immune system as a result of the treatment and of the disease itself. I should also add that my mother has advanced age-related vascular Dementia and is thus also in a high risk group. If I get Covid 19 or a member of my staff gets Covid 19 and passes it on to me, my ability to support the people I love will for a period of time be negligible. I am just doing my best to make sure that that doesn’t happen.

 I understand your frustration with what we are all going through and in many ways I share it, but I would ask that before sending out an email to any-one else like the one you sent me, you think for a second about the realities of the lives that other people are living currently and the responsibilities they also have to balance.

With best wishes,

Sheridan Swinson

Managing Director

Aardvark Books


 

Published by Aardvark Books Ltd on (modified )

2018
End of year thoughts Thanks for the Christmas Fair, Poetry Breakfast, 2019 Where does the time go? A return to normality? Autumn Brocante Back from Frankfurt, Brocante on Sunday, Winter Event Autumn returns Long time no blog Bank Holiday Monday - Vide Grenier hoorah! Vide Grenier on Monday, J L Carr Day on 1st September, H.Art opens on the 8th of September Art Books, Angelfest Kingsland, Vide Grenier, Carr Celebration, H.Art Brilliant Scarecrow Sunday, lots of books, looking forward to J L Carr, H.Art and Ludlow Food Festival, sad goodbye Scarecrow Sunday, Applications for Café position, Idle Thoughts of a musical & vinous bent Art Opening - Summer Sextet, Scarecrow Sunday, Radio Fame, Pop-Ups, lots and lots of books Meetings with Remarkable Books, Summer Sextet, Scarecrow Sunday So much has happened, and so much is coming up Fabulous May Brocante about to open ! Don't Forget - Bank Holiday Brocante Bank Holiday Weekend, Out of the Hills Art of the Print, Blue Haze Quartet, new cake selection, looking forward to the Brocante and beyond Bookfair books all stowed away, Art of the Print, Out of the Hills etc Aardvarks Back from Norfolk, Art of the Print, Point to Point, hard pounding What a week its been Busy week in the bookshop, 'Art of the Print', 'Out of the Hills' and Much More Big thanks to all who made Easter so fantastic! Snow again, busy week, April book bonanza, Easter and sculpture, Jazz amongst the bookshelves Snow no more, Borderlines Sponsored Film, even more books Opening Hours 3rd of March Closing Early 2nd March Valentine's event is finally here Spring Fair, Epic victory in Kingsland Quiz, 'The Bookshop' performance at Courtyard, Valentine's Event And so the new year turns Roadworks, new philosophy library and lots of CDs New Year and lots of books
2017
New Year Resolutions 2 New Year's resolutions 1 Nothings gives pleasure more than a good book, a beautiful music and a wonderful view Christmas Fair cancelled, Christmas opening etc Christmas Fair, Aardvark Christmas opening, 2017 Thanks Winter Event - Bill Sewell, Jobs at Aardvark Winter Event, False Lights Review, Aardvark in 2018 Employment at Aardvark Books October Brocante, Frankfurt update, Winter Event Back from Frankfurt, Brocante Sunday, much more to come Syrinx and Harp Arcadia at Aardvark, Frankfurt Bookfair, October Brocante, Weekend helper required 'Syrinx and Harp', October Brocante, new titles in store False Lights, Tickets for Arcadia Music, Stall bookings for October Brocante Ludlow Food Festival, False Lights Book Launch, Syrinx and Harp Why Buy Art? Health updates, Vide Grenier news, H.Art, Literary Ludlow, Book Launch: False Lights Only two days to the Vide Grenier Civil War Weekend continues, H.Art, Literary Ludlow, Launch of 'False Lights' Civil War Weekend Awaits Thank you for best wishes, Re-enactment, History books galore Aardvarks back in the saddle, Jazz Brunch and Sale, Forward to the Re-enactment and the autumn Aardvark is Cyclist heaven, Solstice Exhibition, Changes to Jazz Brunch line up Last weekend of Shropshire Hills Art Exhibition, and opening next week of 'The Solstice' And Humour Books, Music and Art: The answer to all life's problems Mad May Bank Holiday, Shropshire Hills Art Week, Even More Books Catch up, books and forthcoming exhibitions Map exhibition opening, Bank Holiday weekend Last weekend of Fire and Earth Ceramics exhibit, excitement ahead of 'Maps and Mansions', big house clearance An incredible 3 years CDs, Fire + Earth Ceramics exhibition Clwyd Art Fund, Shropshire Books, Map Exhibition, Fire and Earth, Stuart Davies London Book Fair, Building a Library-'Quartet for the End of Time', Books Books Books! In memoriam Paul Williams,London Bookfair Blow Up, Borderlines Film Festival, Blow-Up Part 1 Beautiful bright day, Peter May, Meetings with Remarkable Manuscripts Richard Strauss, Rodrigo on Building a Library, Valentine's Day, Peter Reynolds Musicologist, Art of France Valentine's Saturday Who would have known it - books are back in fashion Busy week at Aardvark Books! Hope Bright clear morning, and exciting events to come New Year 2017
2016
New Year's Eve 2016 Five reasons to be cheerful for 2017! Christmas Eve 2016 CHRISTMAS FAIR 2016 Xmas Fair on Sunday, Greg Lake, Abstract Expressionism at the Royal Academy Grey Sunday morning, but ice free Barbara Strozzi on Building a Library, nearly at the end of Frankfurt Books, plans for Christmas Fair Winter Event, plans for 2017 Wigmore Abbey, Poobahs, Leonard Cohen Summer sun, Wi-fi in Café, working through Frankfurt books, next year's programme Slight wi-fi delay Post Frankfurt, Show tunes, new staff member, the coming of wi-fi to Aardvark Café 9 days of problems, followed by a period of sanity Arcadia continues, Brocante next Sunday, yet more books Arcadia at Aardvark; Arcadia weekend; more book Last day of H.Art, that's it for exhibitions for 2016 Good news on Aardvark H.Art; new books in stock; October Brocante; Arcadia Music Jobs at Aardvark Books; H.Art, Autumn programme H.Art & Ludlow Food Fair Vide Grenier day and the weather is fantastic! Vide Grenier Excitement, David Evans, Jill Alford Sale, More changes Charity Sale Today, Vide Grenier on Monday History Weekend (Day 2) History Weekend; H.Art preparations The Poetry of Ted Hughes So pleased with our 'Take Five' Exhibition Fantastic opening for 'Take Five', wonderful summer sunshine Back from La Belle France to Scarecrows, Art and More Work Too Many Tears Books the ultimate consolation Geoffrey Hilll, Peter Florence,Marking Time, Food and Farming Day To Friedrich Schiller in profound gratitude from a poor bookseller An Artist's Life, tragedy in Yorkshire and France, Folio Society Books Shropshire Hills Art Week Exhibition well and truly open Brocante well underway! Opening times over Bank Holiday Weekend and Half Term Arcadia, Vivaldi, Flea Market, Bank Holidays Bliss was it in that Dawn to Be Alive Last day of the map exhibition; thinking about 'An Actor's Life' Shropshire Hills Art Week, May Brocante, Travel Books Non-Marches Interloper for last week of map exhibition Slow morning Wonderful Carlos Acosta Maps Exhibition Opened, Awful weather, Cozy Fire Maps, books, random thoughts LBF, New York Review of Books, Map Exhibition Yet more changes at Aardvark, H.Art already, more DVDs and loads of art books Busy week, peculiar nature of media, Lots going on in April Easter holidays at Aardvark Easter Saturday, Sad News - Jill Alford No claim to infallibility; lots new in Superb bright Sunday morning; changes to the bookshop Slow start, busy week coming up Stop Press - wonderful children's books Beautiful morning, exciting days and weeks ahead As You Like It, the return of the sun Saturday Morning, the wonder of David Sedaris, Carter Dickson More and more and more books, Lucie starting, 'The Garden' Stunning sunny day, thoughts on London and being a country mouse Death of Mary Campbell, CD Review and R3 Schizophrenia, Wes Montgomery and Milt Jackson, fantastic academic library purchase Great Valentine's Day, Cimarosa, Friday Night Lights, Exciting News of Aardvark Appointment Valentine's Day is upon us Any Questions, Valentines Day, Jacques Rivette, James Lee Burke Two good pieces of news, Valentine's Day, Changes to tax reporting for small businesses and the self-employed, Working at Aardvark, D is for Doyle, Davis, Dexter, Deaver, Carter Dickson, Dunant, Durbridge, Dodge and Dickens Extending deadline for job offer, 'The Garden', Sale Tent Wonderful Royal Ballet, less than wonderful politicians Last weekend of sale - but don't despair Quite a busy month Bookshop and Café Person required B is for Bludgeon, Beaton, Bentley, Berkeley, Martin Beck and Burke First day of aardvark sale, job applications, cold weather, thoughts on the year CVs, Sale and more and more books More books for 2016 A is for Alibi, Ames, Allingham and Ambler Change, Change, Change 2016
2015
Post Christmas Thoughts Japanese Single book bookshop Busy day Christmas 2015 Books and opening times update Flaxman the magnificent; Christmas idea; last chance to see Fantastic day, beautiful morning So many art books and all for sale at incredible prices Only one more Aardvark Event before Christmas! Winter Event arrives on time Paris, Culture, What we leave behind Busy Beavers A wet day ... Autumn alert Frankfurt, Culture and Fleamarkets Through the fog, poetry and much more beside Books take centre stage - but art has a last hurrah! Back to life, back to reality H.Art, Ludlow Food Fair, Craaaaazy! Art, Art and a little food too! Phil Rickman at St James', Wigmore The pleasures of selling a special book The pleasures of Spenser Vide Grenier, H.Art, Non-stop activity Phew! Re-enactment under - our biggest ever Extraordinary evening at Brecon Summer Lightning Great opening! Back from an unsettle France, to a summer of madcap Aardvark Activity Make Your Summer Count! Make Your Summer Count! One door closes ... Long days, the Food Fair Camaraderie History is not Bunk ( it's official) Fantastic Iceland; Countdown to Food Fair Iceland is up, and will open tomorrow! Last weekend of Shropshire Hills Art Week, Food Fair, New Books Food Fair, New Books, Iceland Exhibition Fantastic opening to Shropshire Hills Art Week Bank Holiday Brocante Underway! Non-stop Aardvark craziness Great Lecture, Last day of the map exhibition Quiet days are made for Aardvark Books The Art of the Personal Lest any -one should think that there should be any lowering of the cake quality First week without Catherine; Maps Exhibition bonus; Brocante Update Last day for Catherine; great trip to London Bookfair; New Books in Stock Exhibition; George Butterworth; random culture Sunny Easter Monday; crazy Easter Saturday You heard it here first The exhibition is up; fingers crossed for Saturday! New members of the team; Easter events; Map exhibition Book Buying, CD Buying, Fantastic Eclipse Things I forgot Life moves pretty fast. If you don't stop and look around once in a while, you could miss it. RSC 'Much Ado', new books, Welsh and World Book Day February ending, can Spring be far behind One down ... New Books, New Books Science Fiction; change is afoot New Carpet, Change, the Year Ahead Out of the loop If only we were all Charlie 12 Steps to Moving to the Country
2014
2015 awaits And at last it is Christmas Eve An endless river of books, a dreck day, a warm hearth Christmas Fair 2015 Christmas is very much upon us Christmas in the bookshop Busy Sunday, Wenlock Books Christmas Tree Flea Market Heaven More Upbeat Frankfurt; planning for Brocante Antiquarian Sales, children's books, Frankfurt preparations A quiet weekend, but some great sales! H.art sales! H.art carries on for two weeks Our H.Art exhibition is now hung and ready to open H.art is nearly here Vide Grenier, H.Art and onwards DVDs and CD's at Aardvark Books Day two of the history weekend History Weekend Preparations Previously in Aardvark Books ... Huge library purchase; last copies anywhere of Jo Brand Memoir Food, Food, Food First purchase for next year's map exhibition Why does dealing with publishers need to be so frustrating (2) Why does dealing with publishers need to be so frustrating Culture Vulture HIstory and fun this summer A warm Saturday in June Great response to the inaugural South Shropshire Art Week June starts with a bang Nearly a month on Driving rain cannot stop us What a month it has been Saddest News Imaginable Busy, Busy, Busy Quiet before the storm Thinking about books and bookselling Age recommendations on children's books Sunshine and children's books Theology Books and sunny weather Under the Hammer Valentine's Market All roads lead to Aardvark & Flavours of Hereford Festival Water, water everywhere ... Sale expectations The changing faces of winter 2014 comes with a fast forward button On tenterhooks with V I Warshawski Online Bookshop up at last ; acquisition of major literature library New Year Resolutions