Posts filed under ‘Customer Experience’
Posted by Peter Bromberg
It’s been a while since I blogged about the difference between Agents and Gatekeepers, wherein I quoted one of my favorite passages from Danny Meyer’s book, Setting the Table (the book is also a favorite of the Darien Library, according to John Blyberg; Char Booth has also expressed her appreciation for Meyer’s ideas.)
An agent makes things happen for others. A gatekeeper sets up barriers to keep people out. We’re looking for agents, and our staff members are responsible for monitoring their own performance: In that transaction, did I present myself as an agent or a gatekeeper? In the world of hospitality, there’s rarely anything in between.
I was recently reminded of the power of the “agent” concept while reading an article by Dan Pink on theories of motivation. The following quote caught my attention (It is from Maury Weinstein, founder of System Source, explaining to his sales staff why he did away with sales commissions):
We want you to be an agent for the customer rather than a salesperson.
Agent for the customer… Yes, yes, yes! I love this concept! Meyer says that hospitality exists when the customer believes the employee is on their side. He suggests that hospitality is present when something happens for you and is absent when something happens to you. I’m sure we can all quickly think of experiences where we felt that the person helping us was on our side, (was doing for us), and we can reflect on how that translated directly into a positive customer experience for us– even if the the interaction began because of a problem…
HOME DEPOT: CUSTOMER SERVICE TURNAROUND
I’m coming to the end of an 18 month renovation to my house, which means I’ve spent an awful lot of time (and money) at The Home Depot over the past year and a half. During the last few months I’ve noticed a marked improvement in the customer service at the store. There are more employees available to help, there are always one or two greeters at the door, and employees who are just walking by smile and greet me.
The most noticeable (and appreciated) phenomena though is how Home Depot has handled some recent problems with a damaged sink, and the return of a few (expensive) items that we did not need. On three different occasions, three different customer service agents took care of me, ensuring that the returns were taken, restocking fees were waived, and the stockroom was manually checked for a replacement part even though the computer said it wasn’t in stock (and the correct item was found saving me a trip to another store.)
This is some turnaround in customer service ethic for The Depot and apparently I’m not the only person who’s noticed. I can sum up my recent experiences by saying that in each interaction I felt that the Home Depot representative was on my side. They were friendly, patient (at times exceedingly patient), and consistent in their desire to meet my needs. I was not quoted policy, I was offered apologies. I was not told to wait in another line, I was brought over to the service desk where I could be more comfortable and given quicker service. I was not asked for receipts, I was asked for my address so they could look up my account and review my purchases. In other words, I was consistently served by agents rather than gatekeepers.
As I make my transition back to the world of public libraries, I will strive to keep this experience, and the ideas of hospitality and agency –of being on the side of my customers (both internal and external) – uppermost in my mind. Being on the side of the customer is a simple idea, but one that offers powerful guidance. And, I hope, powerful results.
The message here is a simple one — if you need a clear answer, a library is a great place to start. Made in Inkscape, the premier open source design tool.
Thanks to Marie Radford’s suggestion, I’ve created another version that has a larger worldview. Thanks, Marie!
Posted by John LeMasney
Author: John LeMasney. As a supporter and fan of libraries and librarians, I find it a privilege and honor to be able to post on Library Garden. I also sometimes find it just the slightest bit intimidating. I’m always just a little bit reluctant to post something that I think might be too far outside of the librarian’s perspective. At the same time, I’ve been working closely with libraries in New Jersey and elsewhere for the last 3 or 4 years as a presenter, trainer and consultant, and I love the topics that I’ve been able to put into my personal Venn diagram with Libland.
Topics such as technology, design, blogging, open source, outreach, and learning all have been focus points for my work with libraries, but my favorite by far has been design. As a result, for the posts I’ve created here at LG, I’ve made them about design. In order to increase and maintain my posting numbers here, I’ve decided that I’m going to not only write about design, but to actually do relevant designs for this blog. As inspiration, I’ve discovered many pages of quotes about libraries, learning, media, and librarians that I thought would be the perfect muse for illustration.
This is the first of what I hope will be well received posts in this vein. Mercier’s quote here about indelibly learning that which is pleasurable rings very true in my experience, and I thought you, dear reader, might agree, so I’m sharing the thought with you.
This was made in the open source illustration package called Inkscape. I typed out the quote in several single word blocks in order to have the most flexibility with their placement and manipulation. I kerned each word very tightly, as to add some speed to the reading. The font, one of my all time favorites, is Gill Sans. I added several rectangles overlapping in the background, in various woodland hues and tints, and then converted them to paths, so that I could add curves to them. Finally, I added translucent gradients to each of the blocks to create a misty effect.
You might wonder (or at least that’s my nagging suspicion) how this relates, exactly, to libraries. I’d say that if you do design in your work of attracting patrons to programs, and maintaining posters or fliers, that it very directly relates to you. I’d go further to say that if you’re using Word or Publisher to do that work, you’d have a rather difficult time of doing this particular design there, despite the fairly simple design. Even if you don’t recognize doing (or feel that you) design directly in your work, I’d argue that everyone who faces a blank page on a screen makes design decisions. That’s probably you.
Part of the message I’m trying to send is that some of the best tools in life are free (as in cost, and in freedom) and that with just a few key skills, you can greatly improve your designs. Another part is that what we learn with pleasure, we never forget. Another part is that I firmly believe that design can change your life, bring you pleasure, and alter how you see the world forever.
A post by Cynthia Lambert
In the past I have blogged about what surprised me when I first came to libraries. Many people commented on the drunken patron—an unexpected customer service challenge if ever there was one. One thing I expected, but three years later still have no idea how to deal with, are the mentally ill or chemically altered patrons. I am not alone.
When I get together socially with librarians both new and seasoned, often the talk of customer service turns into laments about the homeless, the mentally ill, drug addicts, and the unwashed. No one it seems has any idea how to properly help and/or deal with these people. Why is that?
A March, 2009 article in Public Libraries gives a list of 10 tips for dealing with the mentally ill, all of which suggest training. In library school—only one class, a class on communication, even touched on the issue of mentally ill people at the library. Of the four libraries I have worked in, not one gave me training, despite mentally ill, homeless, and drug addicted patrons causing problems—some small, some very significant. In fact, at one, most of the staff simply will not deal with the issue. Rules in place against sleeping or pornography are ignored and management explicitly stated that maybe it is best to just let them sleep unless another patron complains.
The San Francisco Public Library is trying something new to deal with the problem. They have hired a full-time social worker. While I think that is fantastic, the reality is that very few libraries have the money to hire adequate library staff these days, let alone getting into the business of health care. So what is there for the rest of us?
Other than a handful of articles, I have found no indication of a training program in place to help library staff identify and deal with the mentally ill or drug addicted. I am sure there are many programs out there, I simply cannot find them. I found programs for educators, for families, for children, for teens, and for law enforcement, but nothing for libraries and library professionals.
The literature I did find is limited, suggests speaking to experts, and provides a list of ‘tips’. Much of what I do know, I have learned informally on the job or from other librarians. (For example, never yell, speak harshly, or seem upset–simply speak in a calm voice, speak clearly and in short sentences, show respect, enforce the rules).
Librarians love training. We love meetings. How many offers of training on Twitter or Facebook have you seen in the past year? Now think about how many you have received for dealing with drug addicts or the mentally ill? How many hours have you spent in endless meetings discussing the best way to support e-books? Now consider how many hours have been spent on dealing with difficult patrons in a safe and effective manner (and get management does not cut it given there lack of availability at night and on weekends).
So I ask you dear readers—please send me your training programs, your tips, your tricks, and your coping strategies for dealing with the mentally ill or drug addicted. It is my goal to create an online professional directory of services, training, tips, and discussion to assist library professionals in dealing with the most needy and most challenging of patrons.
Hi, all. I got an email recently from an attendee of my (which I’ve had the pleasure to give on behalf of a few of New Jersey’s finest Library Consortiums). This attendee asked how I had performed a particular effect in Inkscape during the workshop in which I use a bit of text as a brush in order to render a portrait. An example follows: and workshop
Instead of writing out the answer in text (I myself am a visio-audio/experiential learner, and tend towards those kinds of solutions), I decided to use the question as a starting point for an entry in a daily project I’ve been working on at http://365sketches.wordpress.com, in which I’m trying to make a quick sketch a day in 2010 using free software to demonstrate the power of those tools.
You may want to check it out from time to time (or subscribe to the feed, if you’re into that kind of thing) to get ideas for how you can use free software like Inkscape to create interesting designs for your library’s fliers, posters, and other advertising materials and platforms.
At any rate, I made the following screencast to demonstrate how I make images like the one above. Enjoy, and if you have questions, I’m happy to answer them in the comments!
Related articles by Zemanta
- 41 of 365 is how to make a text based portrait in #inkscape (365sketches.wordpress.com)
- How to solidify your visual brand and identity (librarygarden.net)
(For original post, with comments, see: http://librarygarden.blogspot.com/2009/08/its-all-about-experience.html)
In July 2008, I posted on authenticity and what it means for libraries. Essentially explaining that we are in an experience economy and that we need to be aware of the expectations that exist regarding libraries, services and technology.
It is easy to find examples of other businesses trying to create an experience, from fitness instructors and personal trainers to pet spas and resorts. Keith Goodrum writes in his post, Are You Creating an Experience instead of a Transaction? about the delight he and his wife experienced after leaving their dog at a pet resort while they were on vacation. The experience wasn’t just about the novelty but about the way the pet resort made Keith and his wife feel.
Is this what libraries are doing? How do library users feel after being in the library or using their library’s website? Are they experiencing your library or are they merely conducting transactions?
My renewed interest and changed perspective on the experience economy is based on my new job as the Virtual Branch Manager at a public library. When looking for library websites to get ideas and inspiration for a website redesign or overhaul, I have to admit that in many places, that “experience” feel is missing. And its not just the libraries’ websites either; it is the vendors and databases libraries subscribe to or use, as well. For example, there is no reason why any digital media download site should be convoluted. If you have to click more than 2 or 3 times to actually start a download, how frustrated are you getting? Now imagine a library patron, with a slower internet connection, who isn’t sure if they really want to use these digital resources and what will their response be? My money would be on a few quick clicks, then give up and move on to a place that literally takes one click to download, purchase, etc. (think iTunes or Amazon.com).
While there is a plethora of information out there about how to design an experience that will excite and satisfy library users, consider two great resources as a place to start:
- David Lee King, in his new book, Designing the Digital Experience and on his blog, discusses libraries, websites, marketing and emerging technologies. He has experience from which to draw (he is the Digital Branch and Services Manager at the Topeka and Shawnee County Public Library)and lots of great tips and insights to help get your started.
- Kathy Dempsey, blogger at the M-Word and author of The Accidental Library Marketer, talks about marketing your library (and its website) and making it more relevant. Her book mainly focuses on marketing and promotion of library services. However, she does say that most libraries, unfortunately, do not try to create an experience. Part of creating an experience is to find out what people want and need (all part of the marketing process) and then to give it to them.
In my authenticity post from a year ago I wrote: “It may take lots of work to make the vision and missions of our institutions match and exceed positive expectations that people have about libraries of all types.” This does not just relate to your physical building but also to your web presence and the resources and services you offer. As libraries and librarians move towards creating experiences for users, it is important to remember that those experiences have to be true to the library’s mission and vision. Remember advice from authors James H. Gilmore and B. Joseph Pine II in Authenticity: What Consumers Really Want: “Be what you say you are by finding your very own original way for customers to experience your offering in the places you establish” (p.152).
One year ago next week, I received my MLIS from Rutgers University. Over the past year, I have learned a great deal, found I need to learn much more, and am truly thankful to those who have helped bring me to where I am today. As many of you may know, I am a career changer who had not worked in libraries until library school, so many of the things I learned have been quite unexpected.
On the eve of this anniversary, I thought I would share the top five most surprising things I have learned and comment on each. Keep in mind, all of these pertain to Public Libraries because that is where I work and public librarians are who I tend to socialize with. Also, these observations are not all about MPOW—they come from discussion with many different librarians from many different libraries…
Now before you all write in to say we have to have meetings – yes I know that. Short, focused meetings are critical to working efficiently. Likewise, employees should have a chance to speak to management in an open forum. I am not advocating for no meetings. I simply would like to see some business-like principals applied to library meetings and fewer meetings in general: My Reaction: I agree! Customer service is incredibly important. Now let’s put that into practice. #4) Adult Service Librarians Hate Teens/Teens Hate Adult Services Librarians: I hear this everywhere—from Youth Services Librarians, from Adult Service Librarians, from teens at the library, teens in my personal life, and adults in their 20s who were treated poorly while in high school. It is astounding to me how true to the angry mean librarian stereotype this is. #5) Drunk People At the Library: While I openly admit much about this job is like being a bar tender–people bring you their problems and want to talk, this was simply a shock when I first became a librarian. It happens so often, now it is just a regular thing.
Now before you all write in to say we have to have meetings – yes I know that. Short, focused meetings are critical to working efficiently. Likewise, employees should have a chance to speak to management in an open forum. I am not advocating for no meetings. I simply would like to see some business-like principals applied to library meetings and fewer meetings in general:
My Reaction: I agree! Customer service is incredibly important. Now let’s put that into practice.
#4) Adult Service Librarians Hate Teens/Teens Hate Adult Services Librarians: I hear this everywhere—from Youth Services Librarians, from Adult Service Librarians, from teens at the library, teens in my personal life, and adults in their 20s who were treated poorly while in high school. It is astounding to me how true to the angry mean librarian stereotype this is.
#5) Drunk People At the Library: While I openly admit much about this job is like being a bar tender–people bring you their problems and want to talk, this was simply a shock when I first became a librarian. It happens so often, now it is just a regular thing.