They replaced their information counter with a computerized system that failed miserably in helping me locate a book I wanted. The book in question was Carlos Ruiz Zafón's 'The Angel's Game'. My friend had shared about the book over dinner and some of us had decided to get a copy. We went down, searched for it using the computerized system, was informed that the book was available (at least that's what the system seem to be saying). It could not be found anywhere on the shelves (where the system said it was supposed to be); more importantly, none of the staff could help us. In short, the new information counter was useless.
In the early days, the information counter was run by people who knew and loved books. The proof of that was: 1. They could always help locate the book physically. 2. If the book wasn't in stock, they would also be spot on in recommending a similar book that would interest me. It was the second point that got me buying a couple of extra books.
The lost of knowledgeable counter staff in hindsight was indicative of a culture shift in Borders from that of being a place where people passionate about books gathered to a place where shit got sold and it just so happened to be books.
The second incident was noticing that valuable store space was being used to sell toys and kitchenware. Yes, kitchenware in a bookstore.
In the end, I got 'The Angel's Game' and Carlos Ruiz Zafon's 'The Shadow of The Wind' at a local store http://www.booksactually.com/. I recommend this store to anyone who love books and is in Singapore. Clear showcase of how domain knowledge and intimate customer relations can help a local institution compete against the scale and supposedly lower prices of steam rolling multinational companies.