Yes! on Demand

April 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

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