[Publib] 50 things...

[Shannon.Hammock at rcc.edu]

I sometimes wonder too where the wisdom is in saying never point. If you're the lone reference staff, you've essentially left the reference desk unstaffed for who knows how long. And if you had people waiting in line, it makes it that much worse. And what if you have a multi-storied building? The last public library I worked at had three floors. I am supposed to take every patron who comes to the desk either up or down a floor to show them where a book is?
I’m always leery of absolutes when helping people. I once worked at a grocery store where we were told we had to ask every customer if they wanted help out to their cars. If we didn’t, we could be written up. Nothing like having to ask a perfectly healthy teenager who has only bought a box of cereal if they want help to their car. Which brought up great situations such as the people who were insulted that you asked them if they need help carrying out one item (“Do I look like I need help?”) to the members of the opposite sex who thought you were trying to hit on them. (Because, seriously, why else would a perfectly healthy young lady need help carrying out a gallon of milk?) Yes, we can do things to improve customer service, but one size fits all advice is almost never right for everyone.
Shannon

________________________________
From: publib-bounces at webjunction.org [publib-bounces at webjunction.org] On Behalf Of Lindsey Smith [lsmith at worthingtonlibraries.org]
Sent: Wednesday, November 04, 2009 2:00 PM
To: Hayden, Laura; Publib at webjunction.org
Subject: Re: [Publib] 50 things...

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*