[Publib] 50 things...

[Lindsey Smith]

I hesitate to say "never" point the patron.  Some patrons don't want us
to walk them to the stacks.  Maybe they don't want us to know what
they're looking at, or maybe they just don't like to feel like they're
being baby-sat.  Either way, good customer service involves reading the
non-verbal clues the patron is giving us, regardless of what we THINK
they need.  That means not walking a patron to the stacks who clearly
wants to be left alone, stopping reader's advisory recommendations when
his/her eyes glaze over, and knowing when three articles on a topic are
sufficient for the patron, even though we know there are so many more
good databases we could search! 

 

So here's my rule - "Pay attention to not just what your patron is
saying, but also the non-verbal clues.  They will tell you just as much
about what the patron wants and needs from you."

 

From: publib-bounces at webjunction.org
[mailto:publib-bounces at webjunction.org] 
Sent: Wednesday, November 04, 2009 4:43 PM
To: Publib at webjunction.org
Subject: Re: [Publib] 50 things...

 

MM, 

 

"8. Nobody hates a librarian."

 

Lies! At my previous job, there was this crotchety guy who always
complained about the late fees he'd accrued on his account. But he
always refused to speak with the circulation manager because, and I
quote, "I can't think of a more cold, unfeeling bunch than librarians." 

 

Laura Hayden, MLS, Reference Librarian, Beaufort Branch Library
311 Scott Street, Beaufort, SC 29902
843.470.6522   lhayden at bcgov.net
www.beaufortcountylibrary.org
For Learning ~ For Leisure ~ For Life

*Opinions expressed in this email are my own, not those of the library*

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