Marketing your library - 1 restroom enquiry at a time

Loving being on holiday; I'm almost caught up with my blog reading now!

Just read this geat article by Diane Zabel and Lorraine J. Oellack, guest columnists on rusq.org

Its about the importance of customer service and recognizing that every single interaction - even if its just showing the way to the restroom - is an opportunity to market your library:

"If you are tired of hearing “where’s the restroom?” then maybe it’s time to rethink your choice of jobs or how you perform it. Simply put, either stop working at a public help desk or take the challenge to rejuvenate your patron interactions and become a positive face for your library."

Riding the waves : Meyer on Management

Most of the management books I read generally provide good generic management tips and tricks that may be useful one day, but I have just read one which really struck a cord:

Setting the Table : The transforming power of hospitality in business by Danny Meyer. 2006. isbn: 9780060742751

While it is unashamedly about the restaurant trade, it has some great stuff for public librarians. More for me (so I won't forget) rather than any other audience, I have listed below the key points I took from the book - but it is well worth reading in its entirety!


On Hospitality
Hospitality is present when something happens for you - is absent when something happens to you. Libraries are about hospitality too.

Service is the technical delivery of a product or service, hospitality is how the delivery of that product makes a recipient feel. Service is about monologues, hospitality is about dialogue.

We need to be agents for the customer not gatekeepers for the organisation.

51%ers
Task = quality = 49% and feeling = warmth = 51%.

Values of 51%ers:

• Have an optimistic warmth.
• Intelligent in a curiosity to learn way.
• Excellence reflex: a natural tendency to do something as well as can be
• Empathy: caring about how others feel
• Integrity: natural inclination to be held accountable and to do the right thing with honesty and judgement.

The other 49% task / process / skill can be taught - the 51% can't. Hire 51%ers

Looking under rocks
Find out whats happening in the place by joining bits of information together, found by looking under rocks to see whats lying underneath.

Defining your core
The importance of identifying, defining and defending your core values through constant, gentle pressure.

Managing People
Treat your staff as if they were volunteers; they could have chosen someone else to work for but they chose you! Really relevant given our high dependency on volunteers in Horowhenua.

Talk. People will hop over ripples if they know they are coming and are prepared, its the unexpectness that knocks frogs of lily pads not the ripples themselves.

5 stakeholders in enlightened hospitality: employees (yes first), guests, community, suppliers then investors. Clients can tell if staff are happy, and that sense of goodwill prermeates the place giving soul (another Meyer-ism).

Surround yourself with ambassadors: you can't do everything yourself so grow the team, identify the talent, surround yourself with people who you trust to make good judgement calls in line with your core values.

On mistakes
Surfers not servers (I love this analogy!) Surfers love taking on the big waves and they know they may well crash and burn, but they get up and on. Mistakes are like waves: the skill is in how you ride it.

As for correcting mistakes: write the last chapter in the whole sorry saga - and make it good!

Writing the last chapter

I've just been on the receiving end of superb customer service - and it felt great!

I have spent several weeks selecting wallpaper for my bedroom. After getting down to a shortlist of 3 I went to the local Resene shop who offered - yes offered - to obtain large samples so I could pin them up and see how they work with the light and furnishings etc. Great idea - and a service - which I gladly accepted.

This week I saw that Resene have a 40% sale off wallpaper, so I placed my order. Within 4 hours I was telephoned and told that my chosen paper was not being made any more. I was a bit disappointed, but mostly annoyed that I was going to have to start choosing all over again.

"No no" the man said, "Leave it with me and I'll see what I can do". So I called in this morning expecting to lumber home with another 6 sample books. Nope.

That lovely man had a bunch of samples he'd sorted out for me which were very close to what I had tried to order. I picked one, which I think is actually nicer than the one I had originally picked, he rang through to confirm supply, then placed the order. It won't get here this week but he would still honour the 40% discount.

That is great customer service.

That is the sort of customer service I expect our librarians to deliver. I shudder when I hear a customer told that a book is not available sorry, and then they watch the customer leave empty handed. What I want to see is that opportunity used to open the door to a conversation about what we do have that the client may be interested in.

I am reading restaurateur Danny Meyer's book on management (which I heard about on Twitter) and he talks about writing the 'last chapter'. He argues that when something goes wrong in terms of cutomer service there is a golden opportunity to write a great last chapter to the story; people always tell others when things go wrong and you can author a great ending to the story which reflects well on you! Make it right, but do more than that, make the situation better.

In the Resene scenario this morning I have got a better wallpaper, at a great discount, and the shop saved me time - and I am telling the story.

In the library example a client could leave having discovered a bunch of other great authors or a new section in the library, all in super quick time, and you can bet they'll tell their story too!

Customer Service.

Today I was bowled over by incredible customer service; and naturally I want to tell everyone I know about it.

I bought a tent from Kathmandu 2 summers ago. It has been quite heavily used for 3 summers now - like pitched and used for weeks on end - and this summer the tent fly has ripped... well kinda shredded in parts... and this was a $NZ1,000 tent.

I emailed Kathmandu and asked if I had any options for replacement or repair. I don't have a receipt, they have only my word for how many years old it is, and I realise it is out of the 2 year warranty period. But given it is an outdoor tent one, and not a cheap one, I had expected it to be a bit more robust in the UV rays (which have clearly rotted it). What were my options for replacing the fly as the tent itself is still fine?

So 3pm yesterday I wrote the email to their online customer service team, 12 noon today I got a reply asking if I could take it to a Kathmandu store for assessment, 2pm today I have a replacement fly in my hot little hands.

That is truly great customer service; despite having no proof of purchase, and being out of warranty, they still happily replaced the item.

Thank you Kathmandu. You have reminded me of a study which showed that a disgruntled customer will tell 7 people about a bad experience, a perfectly satisfied customer will tell 1 or 2 people, but a customer who has had a problem put right will tell everyone they know.. and thats what I find myself wanting to do now!