Yes! on Demand: How to Create Winning, Customized Library Service

by Frazier Moore

Overview

Borrowing winning techniques from the business world, this book examines ways you can make library service more personalized, focused, and solutions-oriented for your patrons.

• Helps librarians build a happy and loyal patron base

• Offers practical advice and guidelines for implementing a transformative customer-service model

• Provides a big picture on customer service, allowing readers to rethink their approach

• Explains why administrators must release some control, allowing staff to use their own judgment and sometimes break with standard policies and procedures

• Empowers library staff and relieves administrators of burdens of bureaucracy and micro-management

Product Details

ISBN-13:	9781440848537
Publisher:	Libraries Unlimited
Publication date:	11/30/2016
Pages:	123
Product dimensions:	6.00(w) x 9.20(h) x 0.40(d)

About the Author

Kathy L. Middleton, MLIS, is assistant director for public services at Sacramento Public Library, Sacramento, CA.

Table of Contents

Foreword xi

Introduction xiii

1 Heroes on the Front Line 1

What People Don't Know about Library Work 1

Library Incidents 5

In the Spotlight 8

Disruptive Behavior and Setting Boundaries 9

Heroes in Tumultuous Times 10

Emotional Impact 11

Notes 15

2 Shift in Thinking Required 17

Culture of Hope, Encouragement, and Support 18

Hope 18

World-Renowned Leadership 18

Lack of Control and Stress 20

Trust 21

Attitude and Commitment 21

More Than a Paycheck 23

Encouragement 24

A Better Boss 24

Support 25

Staff as Leaders 26

Notes 35

3 Yes! on Demand 37

Social Networks 41

What Yes! on Demand Isn't 45

Yes and No Language 47

Notes 49

4 Business Yes! Models 51

Service Industry 52

Neiman Marcus 52

Nordstrom 53

Zappos 54

The Ritz-Carlton Hotel Company 56

Starbucks 58

The Walt Disney Company 59

Virgin Group 60

Southwest Airlines 61

Notes 63

5 Eliminate No 65

Signs of "No" 66

Attitude 69

Personalize Help 70

Turn "No" into "Yes" 72

Inclusivity 72

Sensory Storytimes 73

Avoid "No" 75

"No" Responses 75

"Nos" on the Network 78

Public Library Yelp Comments 79

Yes-Focused Customer Service Statements 80

Notes 83

6 Personalize Customer Service 85

How It Makes You Feel 86

The "Who" in Personalized Service 87

Be Real 88

Let Go of Control 90

Provide Choices 92

Challenging Interactions 93

Extraordinary Personalized Service 95

Recognizing the Need 95

Personalize Library Service 96

Notes 96

7 Break and Fix Rules 99

Rules 100

Customer Service Statements 103

Social Media 103

Public Libraries Change Lives 104

Notes 107

Appendix 109

Selected Bibliography 119

Index 121

Editorial Reviews

"This fresh approach to customer service in libraries will encourage leaders and frontline staff to reposition their organizations as welcoming and relevant places in the community." - Library Journal

From the Publisher

Defining library users as “customers,” Middleton draws upon customer-service models from such successful retail businesses as Amazon and Zappa to develop a model of customized library service. Using poll results from a sample of urban libraries, Middleton argues that incidents in libraries challenge library staffs’ ability to provide quality customer service and suggests ways libraries can develop a culture of service by knowing how to diffuse situations and strategize for customer satisfaction. Middleton emphasizes the importance of library managers in leveling out hierarchical organizations and the empowerment of library staff in making decisions in regard to customer-service transactions. Arguing that library staff, bound by limited decision making, will not be able to respond to the needs of customers, she suggests a review of rigid rules and procedures that block access to resources and services. Integral to customer service is a culture of trust between staff and managers and recognition of staff who exhibit excellence in customer service. Middleton discusses attitudes, courtesy, body language, personalization of relations, and ways of making libraries welcoming. Inserts from contributors augment strategies for a “Yes!” culture. Examples of “Yelps” illustrate customers’ dissatisfaction. Middleton’s book is especially directed toward urban libraries and those relying on a bureaucratic management style resulting in a “No” culture. Many of the suggestions given are not new. She does not specifically address youth librarians, although there is a recognition for inclusive programming and the need to help teens who are not tech savvy and do not have access to computers. Reviewer: Hilary Crew; Ages adult professional.

VOYA, April 2017 (Vol. 40, No. 1) - Hilary Crew

04/15/2017
What if library staff were empowered to create a delightful, positive experience for their customers? Middleton (assistant director for public svcs., Sacramento P.L.) posits that most negative library interactions can be turned into positive outcomes through flexibility and creative problem solving. She suggests that libraries should make a fundamental shift from a cookie-cutter approach to customer service for all to a personalized, solutions-based assistance for each individual. In doing so, she explains that instead of saying a blanket "no" because of a given library policy, staff should first assess the patron's unique situation. Except when the safety of staff and customers are at risk, she argues that libraries should not impose burdensome policy restrictions on those who want their requests met. Likewise, leaders should support staff in making decisions geared toward solving customer problems. A central tenet to achieving these yes-centric customer outcomes is for libraries to provide staff with exceptional training and a solid understanding of the institution's mission, similar to how Starbucks and Nordstrom instruct new hires. VERDICT This fresh approach to customer service in libraries will encourage leaders and frontline staff to reposition their organizations as welcoming and relevant places in the community.—Donna Marie Smith, Palm Beach Cty. Lib. Syst., FL

Library Journal