A straightforward discussion on how to treat our customers.
So far, we've learned about project management, process management, and creative content, so now, we're going to focus on one of the most important aspects of your library life... the customer.
In this day and age, Public Libraries and Librarians are pushed to their extremes, being pulled on to deliver more and more it seems with less and less. Short staff or staff illnesses, the increase of frequent flyer or high-need clients, and the general fatigue of life coming out of the last several years have put people and teams on edge, particularly where customer-facing staff is concerned.
Nevertheless, we are in this field by choice.
I'm sorry if that feels candid but bear with me. At some point, if you work in a public library, you applied, were hired, and perhaps even sought out education to advance your career to full fledge librarianship. No one is working in the library without deciding to be there, so we need to approach our careers and positions with the professionalism and courtesy that we would extend if we were sitting in the corner office of a Fortune 500 company. I'm fond of saying, "We aren't exactly in the coal mines" and I hold to it. Even on the worst of days, when everything goes wrong, the library is still a relatively calm and lovely place to be.
Each customer, regardless of their situation or station, deserves to be treated and greeted as treasured and honored guests. Of course, there will be some that push the envelope, come in hot or aggravated, or generally decide to act badly, but for the most part, your clients are making a choice in their day to come to the library for some sort of help.
And there you are...
(Borrowed from awesome Archie McPhee...
I think I might have found my Christmas gifts for my co-workers!)
I want you to grasp your power here.
YES! You know where to find the material they need, and how to get it into their hands.
YES! You can help them get on a computer.
YES! You can help them print their passion project.
YES! You know how to work the Microfilm Machine.
YES! YES! YES!
Feels good huh? There are going to be times when you need to say no. There are going to be times when the customer is rude, inappropriate, or unkind. Most of the time, a rude customer or their inappropriate attitude has nothing at all to do with you, and you can use it as an opportunity to win them over and create Raving Fans (a great book about this very subject by Ken Blanchard).
In his book, Blanchard advocates for a customer-centric approach. When you focus on what it will take to make the customer's experience superb, anticipating their needs, and reading between the lines to understand what they're really saying with what they're asking, you'll go beyond Happy Customers and have Raving Fans.
Some of the key takeaways from this book are:
Know what YOU want
Figure out what your customers want
Deliver your baseline goods + 1% more every time. This enables steady improvement and leaves your customers feeling cared for more and more each time they come back.
When you approach your work with curiosity, kindness, and a spirit of exploration, your day can turn into a chance to build real connections, community, and sense of purpose in your daily work.
Next Up: Social Service and Public Libraries