Spend some time with the post Earning Trust by Aaron Schmidt. Think about his opening premise: “Earning the trust of your library members is crucial to delivering a great user experience. Without trust, it is impossible to connect to library members in a meaningful way.”
Additionally, he ties trust to loyalty, which in turn leads to support: “loyal patrons will also be more apt to sing the praises of the library to neighbors and colleagues.” Of course, this verbal support can, in turn, lead to financial and municipal support.
There are many ways to earn (or lose) trust, and the post shares several:
- Face-to-face customer service.
- Showing your personality.
- Making people successful.
I know you’ll want to read the full post to learn more.