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You Can’t Teach Nice: Retail Management Strategies for
Enhanced Library Customer Service
Amanda E. Perrine, MLIS
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About Me
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About You
Your name Where you work Why you are here
What you hope to learn
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Workshop Overview
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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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Small Group Activity: Hiring
What do you look for when hiring? Education Work Experience Personality Other?
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You Cannot 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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Group Activity: Expectations
What customer service expectations do you have at your library?
What other expectations may you want to add?
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Training
CC0 1.0: http://www.publicdomainpictures.net/view-image.php?image=56145&picture=male-teacher-cartoon
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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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Small Group Activity: Experiences
Discuss a great service experience you have had
Discuss a poor service experience you have had
Which was easier to remember?
Have you spoken to others about either of these experiences before?
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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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Activity: Patron Journey
Draw the typical journey of your patrons
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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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Activity: Your Patrons
Write down 3 regular patron types What are their
interests? How are you
currently serving them?
What could you do to serve them better?
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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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Small Group Activity: Empowerment
When do staff need managerial approval to accommodate a patron request?
Why is this? Should it stay this
way?
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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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Activity: Areas of Expertise
What are the areas of expertise for you and your staff/co-workers?
What areas are you missing?
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End of the Journey
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Learn Patron Names
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Activity: Patron Names
Write down the names of 10 regular patrons and their interests
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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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Small Group Activity: Complaints
How do you handle patron complaints?
Does it vary based on the level of complaint? Based on the status
of the person complaining?
Do small complaints tend to get overlooked?
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Culture of Assessment
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Small Group Activity: Assessment
What are you currently assessing in your library?
What should be added?
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Activity: Next Steps
Review your patron journey map What do you want
to keep the same? What changes do
you want to make? What potential
roadblocks may you face when trying to implement these changes?
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Thank you!
Questions? Contact Me
[email protected] SlideShare:
amandaeperrine LinkedIn:
amandaeperrine
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