[Publib] 50 things

[Michael Golrick]

Christine's comment reminds me of the technique taught in Connecticut
(and Maryland, I think) and other places, too, as part of Effective
Reference Performance and Effective Customer Service. It is considered
the closer for the reference or other transaction: Does this
*completely* answer your question?

 

Michael A. Golrick 

 

Head of Reference & Library Consultant

225/342.4917 [Note new phone number]

State Library of Louisiana

 

mailto:mgolrick at slol.lib.la.us

http://www.state.lib.la.us/

________________________________

From: publib-bounces at webjunction.org
[mailto:publib-bounces at webjunction.org] On Behalf Of Christine Cigler
Sent: Wednesday, November 04, 2009 2:40 PM
To: 'Mary Soucie'; 'Tom Cooper'
Cc: publib at webjunction.org
Subject: Re: [Publib] (no subject)

 

I'd suggest something we used to do in retail - ask "how may I help
you?" instead of "can I help you?" which is more likely to elicit a real
answer.  The latter question is usually answered "no, thanks."

 

Smile.  Look people in the eye. And, I especially like not using an
automated greeting.  

 

 

Christine Cigler             

Marketing Coordinator

630-887-8760 ext. 246

401 Plainfield Rd., Darien IL 60561

indianprairielibrary.org <http://indianprairielibrary.org/~ippl401/> 

Why buy when you can borrow?

 

 

 

________________________________

From: publib-bounces at webjunction.org
[mailto:publib-bounces at webjunction.org] On Behalf Of Mary Soucie
Sent: Wednesday, November 04, 2009 11:15 AM
To: Tom Cooper
Cc: publib at webjunction.org
Subject: Re: [Publib] (no subject)

 

Tom,

This could start an interesting conversation. Mine would be:

never point the patron in the direction, walk them to wherever

greet everyone who comes into the building

treat teens the same as you treat everyone else

don't let the automated voice answer the phone during open hours
(although I haven't chosen this particular hill yet I will)

 

Mary S.

On Wed, Nov 4, 2009 at 8:42 AM, Tom Cooper <tcooper at wgpl.org> wrote:

I saw this on Yahoo! this morning, a list of 50 things restaurant
workers should never do. It is a great primer in customer service, and
many of the tips could easily apply to libraries - such as 'never
acknowledge one customer more than another,' or 'do not let anyone enter
the restaurant (library) without a warm greeting.' I thought it would be
fun if we compiled our own list. If you're interested, let us know your
top two or three favorite peeves and things to avoid. I'll keep a tally
and put them all together. 

 

Here's the restaurant list from Yahoo!:

 

http://finance.yahoo.com/family-home/article/108071/100-things-restauran
t-staffers-should-never-do?mod=career-work

 

I'll get the ball rolling with a few of mine:

 

1.       Never wait until the copier or printer runs out of paper to
refill it. Check it at the beginning of your shift.

2.       Never say the word policy when telling a patron about a library
policy.

3.       (Yes, stolen from above) Never let anyone enter the library
without a warm greeting.

Tom Cooper, Director

Webster Groves Public Library

301 E. Lockwood Avenue

Webster Groves, MO 63119-3102

 

 (314) 961-3784 
tcooper at wgpl.org 

Do not judge beliefs by their plausibility, but by the harm they may do.

                                             Nassim Nicholas Taleb 

 


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-- 
Have a great day!

Mary

Mary J. Soucie, MLIS 
Library Director 
Three Rivers Library District 
Channahon/Minooka IL 
25207 W Channon Dr     PO Box 300 
Channahon IL  60410 
815-467-6200 x303 
815-467-4012 Fax 
Yahoo IM: trldirector

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