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

by Kathy L. Middleton, Rivkah Sass (Foreword by)

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.

When it comes to delivering the quality, personalized service your patrons expect, the staff is the most important resource in the library. It only follows then, that by empowering staff, breaking and fixing rules, cultivating creativity, and focusing on results, your library can meet and exceed patron expectations. To help you accomplish that and more, this book presents the "yes" model for customer service and explains how to use the model to build morale and grow a loyal, engaged, and highly satisfied community.

The book shows how techniques borrowed from successful retail models can be applied to every part of library service—from reference, circulation, and technology services to children's and adult services. Beginning chapters describe the role of staff in transforming a culture of "no" into one of "yes." Next are explanations of tools administrators can use to support changes that will lead to a more contented customer base. Finally, the book addresses how to eliminate "no" through personalized service and by defining and tearing down obstacles that often block use of library products and services. This approach not only will make for happier patrons but will build staff morale, foster support, and ensure that your library remains relevant for years to come.

Product Details

ISBN-13:	9781440848537
Publisher:	Bloomsbury Academic
Publication date:	11/21/2016
Pages:	144
Product dimensions:	6.14(w) x 9.21(h) x 0.31(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 Jourbanal

From the Publisher

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