Customer Service
We began by writing down words that signified bad customer service. The main response was rudeness, which covered inattentiveness, among other things. When a patron walks in, stop what you are doing to acknowledge him/her with eye contact, a word, or a smile. Give them your full attention when they ask for help. Go over and above the call of duty in helping them find things. Every patron is either a donor or a taxpayer, and deserves your attention. Your body language should not say, “do not disturb.” Fifteen minutes of every hour should be spent stepping out from the circ desk and circulating among the patrons. Several businesses were mentioned for their exemplary customer service policies.
Book Display/Marketing
A book display was set up referencing books pertaining to the season, or a theme. End caps are a way to set off books in that area. A handout was given which included tips for better book displays. The ultimate goal for this is for the books to be checked out. Props should be used judiciously, i.e. a small vintage suitcase next to a travel display. If you have a glass display, it should feature local artists, crafters, and collections, including children’s collections.
Most of the session was spent on marketing, which included making posters, using fonts, graphics, photo editing, and where to find many of these sites.
I enjoyed meeting others who do the same work I do, and share many of the same experiences. Nicely done!