Tag Archives: Customer service

Improve User Satisfaction!

Posted on January 9, 2015 by

You’ve heard me say it before.  Libraries exist for our users.  So the phrase and the act of  “user experience design” is especially applicable to our libraries. I have been following Aaron Schmidt’s blogs and articles for years.  I guess … Continue reading →

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Why?

Posted on November 25, 2014 by

Today’s is another post with its basis in the Wisconsin Library Association conference I attended earlier this month. I heard about the book Start With Why: How Great Leaders Inspire Everyone to Take Action by Simon Sinek.  I confess, I … Continue reading →

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How Kind are Your Library Spaces?

Posted on August 5, 2014 by

When I do a presentation about customer service, one of things I always recommend is walking through your library and thinking like a customer. Here’s a great post on that: Examining Library Spaces Through a Kindness Audit.  (Thanks, Library Dude!) … Continue reading →

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Customer Service is Job One. . .

Posted on March 11, 2014 by

. . . isn’t it?  I mean, if not for our library users, why are we here? Fostering a culture of extreme customer service is one of the most important long-term investments a library can make, and costs almost nothing. … Continue reading →

Posted in Customer Service, Library Programs, Library Services, Public Libraries, Services | Tagged , , | 1 Comment

Bend the Rules for Customers

Posted on February 7, 2014 by

The article Today I Bent a Rule discusses an “employee-driven approach to more responsive customer service.” I recommend you read it, and think about the ways that your library’s policies may present barriers that make it difficult for your staff … Continue reading →

Posted in Communication, Customer Service, Policies | Tagged , , , | 1 Comment

You never Know…

Posted on January 9, 2013 by

You never know who might be quietly admiring your library, and planning to reward you someday. You should always be putting customer service first, of course, without ulterior motives.  You should be providing remarkable customer service because it’s the right … Continue reading →

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Greetings!

Posted on October 18, 2012 by

I recently learned that the Mount Laurel Library (NJ) has had staff positions called “Greeter” since 2005 or so.  If I heard about this at the time, I’d forgotten until Retiring Guy drew my attention to it. How great is … Continue reading →

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What Makes a Good Library Professional?

Posted on October 2, 2012 by

I’ve been helping out with a public library system director search process.  I love hiring and interviewing; I don’t know why, I just do.  This process has gone very well, partly because of a very good committee. Anyway, we’ve had … Continue reading →

Posted in Communication, Customer Service, Decision-making, Employees, Hiring, Leadership, Management, Public Libraries, Recruitment, Selection, Strategic Planning | Tagged , , , , | Leave a comment

When You Say “Customer Service. . . ” You’ve Said it All

Posted on June 11, 2012 by

I recently read the thoughtful post “Which Kind of Customer Service Do You Mean?” on Infoblog.  Good question!  When a library requests staff training on customer service, whoever is scheduling the training should be really clear on what they mean, … Continue reading →

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So Good that People Remark on It

Posted on May 21, 2012 by

One of my very favorite articles about customer service is “Seven Steps to Remarkable Customer Service” from Joel Spolsky.  I love everything about it, starting with the title, deliberately chosen because it is about “customer service so good people remark … Continue reading →

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