Hospitality 2013 oct larc

Hospitality in the Library

No act of kindness, no matter how small,

is ever wasted.Library Association of Rockland County

October 4, 2013

Darien Library

Darien Library holds itself to the highest possible standard of customer service.

We pride ourselves on providing a fulfilling and enriching experience to all who visit us either in person or on the web.

We consider hospitality to be a core component in all we do and always look forward to seeing you at the library.

Hospitality Role Models

So How Does This Relate to Libraries?

We have CUSTOMERS.

We have PRODUCTS WE BELIEVE IN.

We want REPEAT BUSINESS.

We know our CUSTOMERS HAVE OTHER OPTIONS.

Dewey on Hospitality...

...librarians are as pleased to see a reader come to ask for books or assistance as a merchant to welcome a new customer.

At Darien Librarywe are all librarians!

The public doesn’t know who has an MLS and who doesn’t. In their eyes, everyone who works at a library is a Librarian.

Librarian stereotypes.

It’s an uphill battle…

Hospitality Begins at Home

What is your professional outfit?

The Welcome

Nothing says welcome like the top of a head.

Focus. Focus. Focus.

The close up

The long shot

do not disturb

definitely do not disturb

Attitude Adjustment~

a little smile goes a long way

Warm and Welcoming

Million dollar smile!

eye contact

Say hello

So you’ve had a bad day.

You so do not want to mess with me today.

Really.

Are you so stupid you can’t find it yourself?

Okay. What’s so important that you had to interrupt me?It had better be good...

Please, oh, please let it be 5 p.m. soon.

OMG. It’s only been 3 minutes since I last looked at the clock.

Feels like an hour.

Fake it till you make it?

It’s in her eyes

Which one is real?

Happy HappyScary Happy

@ +! &> *%

Very bad words

No worries!

No problem!

It’s my pleasure!

Yes, you do get bonus points for neatness.

Previously used desk space

Now I can my move on

Get to the point...

What did I do wrong?

Book in hand

Nametags.

They work.

Don't leave home without it.

What’s wrong with this picture?

Sharing War Stories

Save it for the back office.

You never know who may be listening.

Never dish about customers or coworkers.

The Problem Patron: Unhappy Camper

Empathize.

Active listening.

Is there anything you can do at that moment to make them happy?

Let them know that you will follow up.

The Problem Patron: You Can't Do That Here

Know your patron behavior policy!

Remain calm.

Excuse yourself: "Let me get someone else to help you with this."

Have difficult conversations out of the public eye.

Never touch or restrain a customer.

The Problem Patron: What’s That Smell?

Lack of personal hygiene.

It’s time to go now.

And take a shower.

Please. For all our sakes.

How to Recover From a Bad Interaction

Sometimes you do everything right and it’s hard to recover.

Step away from the public service desk for a few minutes.

Talk about it with other staff members (but not in public!).

Hello, it's me again

How do you answer the phone?

Information desk.

Good morning, Darien Library Information!

Thank you for calling the Darien Library Information Desk! My name is Sally, how can I help you on this beautiful day?!

Always answer the phone smiling. People can hear it on the other end.

If someone makes the effort to come to the library, their question comes first.

Desk texting:

It just isn't pretty.

Or nice.

Not to mention unprofessional.

Gum or Tic Tacs?

TRICK QUESTION!

Meet Jen, my work wife

Always Remember...

You have control over every library experience.

While you may not have control over the big decisions, you can impact specific moments.

The Happy Recap

Smile.

Be sincere.

No phones.

No gum.

Keep it clean.

Make eye contact.

Never point.

Always hand deliver.

Identify yourself.

In person, no waiting.

Some people are simply jerks (but we don’t talk about them in public).

Extreme Customer Service

Raise your hand.

Darien Library: Extreme

To think it all started with an overdue library book…

Darien Library: Extreme

Treat every person like a VIP.

Make them feel special.

Greet them by name.

Put them at ease.

Darien Library: Extreme

If you get the question, you own it.

If you promise something, follow up. Immediately.

No excuses.

Darien Library: Extreme

When you have to say no, always say it with yes options.

trash policy

Darien Library: Extreme

If you need it tomorrow, we will deliver it to your doorstep.

Feedback Time

Questions?

Suggestions?

Something you’d like to add?

You are invited...

Thank You!

Sally Ijams

sijams@darienlibrary.org

@lilly_librarian

Photo Credits

No Service

http://nwgasbdc.blogspot.com/2010/11/is-bad-customer-service-killing-your.html

Hotel Staff

http://www.flickr.com/photos/hotelportosoller/4627646672/

Mickey Mouse

http://free-extras.com/images/mickey_mouse-1096.htm

Zappos

http://about.zappos.com/press-center/media-kit

Shake Shack

http://www.shakeshack.com/

Nordstrom

https://commons.wikimedia.org/wiki/File:Nordstrom_Logo.svg

Ritz Carlton

http://www.flickr.com/photos/sackerman519/5719440872

Nancy Pearl Action Figure

http://blog.estately.com/2013/04/37-things-you-should-know-before-moving-to-seattle/

Paper mess

http://www.flickr.com/photos/ekampf/341734410/

Shh

http://www.flickr.com/photos/martins_nunomiguel/8443103496/

Silver Tea Pot

http://www.flickr.com/photos/kandyan_art_association/7404995492/

Telephone

http://www.flickr.com/photos/brandoncripps/3156373103/

All other photos taken by Sally Ijams or are from the Darien Library website.