Blog about Libraries

I think you have covered the spectrum of great customer service very well - with 20 excellent points. I would add to #20 say "please" as well as "thank you." More . . .
 

A variation (sort of) to point 4's Golden Rule:

Try walking in your patron's mocassins.
 

On the public floor you're always on stage.

The customer should always hear yes - even if you have to say no.
 

Great list. Here are a couple more.
- A possible alternative to # 19 -Go out where the people are (get rid of the seat).
- Covey's quote "Seek first to understand then to be understood" may also apply
- When interacting always assume the other has only the best intentions.
 

I don't understand what is the "Golden Rule" refer on point 4.! Can anyone explain it, please?!
 

Yuri,
Thanks for the question. Basically, I was thinking of the old maxim, "Do unto others as you would have them do unto you."

Steve.
 

I love Vicky's comment as to always assume the other has only the best intentions.
 

I found this site while surfing. I think your 20-point list is great. I’ve been Head of Circ at a major urban Medical Library for over 20 years, and I am hoping you all have some more to say specifically re> “Treat each other well and you will find that treating patrons nicely becomes easier.” Not that we are not treated well here- actually, we really have a great work environment. However, the thing that irks me, and continues to irk me is a kind of double standard between how the Circ staff must treat patrons (politely, never accusatory, etc) and how staff members from other departments in the Library are allowed to make blanket negative and even accusatory statements, like “the people at Circ never do this, or always do this” and they are never taken to task for this. I can’t convince anyone here that it is just as wrong to say (or assume, or imply) that the Circ staff didn’t do something because they “don’t care” or that the “evening staff” used someone’s computer or phone or workstation, (without verifying what did happen) as it is to accuse a patron that they were trying to steal that book they walked through the security gate with under their shirt.

Circ staff is held to a very high standard every single day. Our workspaces are in the public area, allowing our every move to be scrutinized. This is a great stress over time, even for the best people. I’m just asking that we be given some of the same considerations we so diligently give patrons every day. I can’t seem to either convince or express this point well enough to make a difference in the way people at my workplace think.

This also seems related to the “always assuming people have good intentions” point that was made in a follow-up comment. I find that this is crucial to good public service interaction and also a good way to conduct your life. The people who start to burn out are the ones who invariably assume and assign a negative motivation to people’s actions, be it patrons or staff.
 

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It's great but I would like to add another point which is most important.

Provide quality and accurate services to all irrelavant of their age, sex, race or any other criteria which is a source of descrimination.