This document provides guidance on hospitality and customer service best practices for libraries. It emphasizes the importance of treating all patrons, both in-person and online, with kindness, respect and a welcoming attitude. Specific tips include smiling, making eye contact, being attentive to patrons' needs, answering questions helpfully, and maintaining a clean, organized and welcoming library environment. The goal is to provide an excellent customer experience and encourage repeat visits.

1. Hospitality in the Library
No act of kindness,
no matter how small,
is ever wasted.
Library Association of Rockland County
October 4, 2013

2. Darien
Library

3. 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.

5. Hospitality Role Models

11. 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.

12. 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.

13. At Darien Library
we 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.

14. Librarian
stereotypes.
It’s an uphill
battle…

15. Hospitality Begins at Home
What is your professional outfit?

16. The Welcome

17. Nothing says welcome like the top of a head.

18. Focus. Focus. Focus.

19. The close up

20. The long shot

21. do not disturb

22. definitely do not disturb

23. Attitude Adjustment
~
a little smile goes
a long way

24. Warm and Welcoming

25. Million dollar smile!

26. eye contact

27. Say hello

28. So you’ve had a bad day.

29. You so do not
want to mess
with me today.
Really.
Are you so
stupid you can’t
find it yourself?

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

31. Please, oh, pleas
e 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.

32. Fake it till you make it?

33. It’s in her eyes

34. Which one is real?

35. Happy HappyScary Happy

36. @ +!
&> *%
Very bad words

37. No worries!
No problem!

38. It’s my pleasure!

39. Yes, you do get bonus
points for neatness.

40. Previously used desk space

41. Now I can my move on

42. Get to the point...

43. What did I do wrong?

44. Book in hand

45. Nametags.
They work.
Don't leave home
without it.

46. What’s wrong with
this picture?

47. Sharing War Stories
Save it for the back office.
You never know who may be listening.

48. Never dish
about
customers or
coworkers.

49. 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.

50. 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.

51. 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.

52. 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!).

53. Hello, it's me again

54. 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?!

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

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

57. Desk texting:
It just isn't
pretty.
Or nice.
Not to mention
unprofessional

58. Gum or Tic Tacs?

59. TRICK QUESTION!

60. Meet Jen, my work wife

61. Always Remember...
You have control over every library
experience.
While you may not have control over the big
decisions, you can impact specific moments.

62. 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).

63. Extreme Customer Service

64. Raise your hand.

65. Darien Library: Extreme
To think it all started with an overdue library book…

66. Darien Library: Extreme
Treat every person like a VIP.
Make them feel special.
Greet them by name.
Put them at ease.

67. Darien Library: Extreme
If you get the question, you own it.
If you promise something, follow up. Immediately.
No excuses.

68. Darien Library: Extreme
When you have to say no, always say it with yes
options.

69. trash policy

70. Darien Library: Extreme
If you need it tomorrow, we will deliver it to
your doorstep.

71. Feedback Time
Questions?
Suggestions?
Something you’d like to add?

72. You are invited...

73. Thank You!
Sally Ijams
sijams@darienlibrary.org
@lilly_librarian

74. 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.