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Lunch keynote, presented at the Library Management Institute, Philadelphia, PA, 16 June 2014.
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You Can’t Teach Nice: Retail Management Strategies for Enhanced Library Customer ServiceAMANDA E. PERRINE, MLIS
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About Me
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The Tale of the Microfiche
*In order to protect the guilty, models were used for the following images.
“Plats för skanning av microfiche för Genline hos Släktforskarnas hus i Leksand” by Edaen is licensed under cc-by-3.0
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CONGRATULATIONS!YOU’VE BEEN PROMOTED!
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Everyone Thinks You’re a Librarian
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Even the Janitor
Used with permission, Paige Perfect, 2013
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You Can’t Teach Nice
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The Right Fit
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The First Step
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Customer Service Expectations
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Satisfied vs. Highly Satisfied Patrons
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Word of Mouth
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Poor Experiences
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What Should We Train On?
CC0 1.0: http://www.publicdomainpictures.net/view-image.php?image=56145&picture=male-teacher-cartoon
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The Customer Journey
CC0 1.0: http://www.publicdomainpictures.net/view-image.php?image=21318&picture=the-path
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Learn by Watching
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The Customer Journey: Before
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The Customer Journey: After
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The Moment of Truth
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A Patron Walks into Your Library
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The Confused
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Signage
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Great Signage
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Middle of the Journey
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Time is Relative
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Perception is Reality
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Resetting the Patron’s Internal Clock
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Acknowledge Patrons
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Just Say Yes
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The Form Designed to Keep You From Doing the
Stupid Thing That One Guy Did Three Years Ago.
-Clay Shirkey
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Employee Empowerment
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Front Liners’ Ideas
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Aces in Their Places
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Magic Apron Training
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Upsell
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Upsell
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End of the Journey
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Learn Patron Names
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After the Journey
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Coaching» What, Why
What You Did Why it Was Good
» What, What, Why What You Did What You Should Have
Done Why You Should Have
Done it Differently
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Service Assessment
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Culture of Assessment
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Thank you!» Questions?
» Contact Me [email protected] SlideShare:
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