Introduction

It’s like a family quarrel that nobody wants and nobody knows how to stop. The Concord Bookshop, a 64-year-old independent store regarded as one of the best in New England, is beset by a bitter clash between owners and staff. The conflict puts pressure on the store at a time when independent booksellers are reeling from competition from chains and the Internet.

Eight of Concord Bookshop’s employees, including the trio of top managers, have quit or given their notice. The staffers’ years of service add up to 73. The three managers, including [the] general manager have worked at the store for a total of 34 years. Meanwhile, a group of outraged local authors . . . has fired off a letter to the owners supporting the staff.

The precipitating event was a surprise announcement last month by the owners a group of three families represented by a board led by President Morgan “Kim” Smith of Concord—that a new general manager will be hired. No one was laid off, and no one’s salary was cut. Yet many of the staff were outraged at the de facto demotions, as well as by what they saw as the owners’ immovable stance. “We asked for a meeting with the whole board,” says [a departing staff member].

“We presented our concerns, and they thanked us for our input and said, ‘We’re going to do it our way, and if you don’t like it, each of you will have to make up your mind as to how to proceed.’ Something in me died, the fragile alchemy that made it such a great place to work had died. They had made their plans, we were expendable employees, and we could take it or leave it.”. . . .

“We’re heartbroken about it,” says David Donald, professor of history emeritus at Harvard University . . . “These are people we deal with all the time. It’s a wonderful store, beautifully arranged. They are knowledgeable and are glad to look things up.”Adds Joanne Arnaud, director of