Strategic efforts to make bookshops welcoming, accessible and non-threatening are all part of the concerted effort to make bookshops viable destinations for all sectors of the community (communities). The refocus on customer service and a reassessment of what that term can really mean, has turned the emphasis onto the bookseller and recognises their central role both in driving sales and in customer satisfaction. The key term “hand selling” sets out the model for a customer-bookseller interaction as being individually tailored rather than dealing with just another customer buying a book