2. Beyond the Transaction
Developing a new experiential based service depends on the ability to see
the customer instead of the transactional activity. The focus is on building a
relationship between ourselves and the community rather than seeing our
customers as “using the library” –- proactive vs. reactive model of service
3. A Culture of “Yes”
● Reinforcing that all people are essentially good
● Empowering staff to make decisions in real-time
● Hiring people who like people not necessarily reading
● Emphasize self-care
● Acknowledge & appreciate that dealing with people is hard!
● TRAINING
Finding a way to engage...
4. Saying yes in practice…
Policies and rules have been in place
for decades. Having to adjust to a
new way of thinking and doing is a
constant practice.
Overcoming the past
No proof of address. Provide options
for customers in transition
Approaching someone who is viewing
inappropriate material. What do you
do?
Stop watching that!
Computers are 3 hours a day. A
customer needs more time to write a
test or complete a resume. Policy is
3 hours.
I just need 15 more minutes
Claimed return – have a process in
place to deal with these and
encourage the benefit of the doubt
I returned those!
An android. You don’t know anything
about it. What options are there?
Help me with my new phone
I am homeless
5. Saying yes in practice…
How do you approach an issue when
it starts off negatively or you feel
insulted --- don’t personalize the
situation or experience
“Yo! Your computers suck”
Customer wants help printing and the
public computers are going to shut
down any minute…
Customer needs to print an online
form quickly. There is a line at the
express computers. Rule is that we
don’t print from the desk.
I just need to do this one thing
Creating consistency in the
organization is much easier when you
become a ‘culture’ of yes
The other branch does it for me
Fines and fees. Navigating when to
waive, when to set limits and what
other options are available
I’m on ODSP. I can’t pay that
Overriding the system to satisfy the
customer need at the moment and
make arrangements for the future
Can I just take these out today?
Closing in 5 minutes
6. When no is necessary…
● Put forward options; not barriers
● When behaviour is clearly inappropriate and constant
● Support staff
● Maintain professionalism and respect at all times
7. Become a service culture
● Model how you want customers to be treated by
treating staff that same way
● Have the knowledge and ability to make referrals to
CRW, DISP, COAST
● Focus on positive aspects of the work; laugh at the
absurd
● Support staff – hear all sides when dealing with
complaints
