In a day when other bookstores are going out of business, it seems that those left would emphasize customer service. Twice in the last month I have arrived at Hasting's coffee shop (Hardback Cafe) to be told they cannot make a hot drink. Their expresso machine was broke one week and the next week they were having plumbing problems. They offer no compensation to entice you to come back - a quick sorry and slam the window - in a town where there are coffee shops on every corner. hmmmm