staying committed tg tc tto great customer service when your … · 2020-05-23 · staying...
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Staying Committed t G t C tto Great Customer Service When Your Lib i i ChLibrary is in Chaos
Pat WagnerManagement Consultant,Consultant, Pattern Research, Inc., presenter, library marketing associate, UNT, LE@D
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Staying Committed t G t C t S ito Great Customer Service
When Your Library is in ChaosWhen Your Library is in Chaos
Serving the 21st Century PatronDecember 1-2, 2010
Pat Wagner, Pattern Research, Inc.Photos: Library of Congress, NY Public Library, Smithsonian Institute
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Your Presenter
• Pat Wagner• Pattern Research, Inc. • Libraries: 30+ years• Personnel • Management• LeadershipLeadership• UNT LE@D program
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Introduction
• The Chaos Won’t Stop• How Priorities Calm Us DownHow Priorities Calm Us Down• Focus on Your Library’s Customers
C t S i St t i• Customer Service Strategies• Choose Your Own Colors• Next Steps
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The Chaos Won’t Stop
• Obvious stress factors:– resource cuts and increased usageresource cuts and increased usage– changing expectations
t t h– stress at home• Less obvious stress factors:
– loss of mastery and status– addiction to dramaaddiction to drama
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What Works?What works at yourlibrary to reduceunhealthy stress?Write notes and compare ideas from this conference.Will you change yourmind?
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How Priorities Calm Us Down
• Plans take the drama out of work.• “I know what to do ”I know what to do.• “My choices are our choices,” so…
“M k ill b k ”– “My co-workers will back me up.”– “My supervisor will back me up.”
• “I can stay productive.”
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Do You Set Priorities?On a scale of 1 10On a scale of 1-10, with 10 being best, how
ll ld kwell would yr co-workersbe able to state whatthe priorities are on a busy day at your librarybranch, or department?And, follow them?
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Do You Set Priorities?
• 10 - Everyone knows and follows the priorities, pretty y p , p ymuch all of the time.
• 8-9 - We mostly do.• 6-7 - We know them, but don’t follow them.• 4-5 - We sort of know them, but who has time?
2 3 We intend to ha e a meeting abo t it some da• 2-3 - We intend to have a meeting about it some day.• 0-1 - Everyone for themselves!!!
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Clean Up Your Act!
• What relieves stress:– compassion and forgivenesscompassion and forgiveness– productive complainingF d d d lf i d l t• Feuds and moods are self-indulgent.
• Sarcasm undermines: – trust and respect– your careeryour career
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Focus on Library Customers
• Internal: Your co-workers:– clean up your act!clean up your act!– details count with everybody
b d b d– everybody means everybody– venting does not work
• External: Your library users:– how they measure successhow they measure success
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Customers First?What do retail store staff do when theymake their customers the #1 priority?What did you change to make yr customers your #1 priority? And,improve staff relations?p
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What Customers Say and Do?
• I was treated well.• I solved my problemI solved my problem.• I had a great time.
I t ll b t t i• I tell about my great experience.• I support the library financially.• I support the library politically.
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Customer Service Strategies
1. Welcome:– smile, nod, say hello, and good-bye, , y , g y
2. Play fair:– no exceptions for folks you likeno exceptions for folks you like
3. Stay consistently positive:manners are rituals of respect– manners are rituals of respect
4. Competent: follow-through.
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What Works?
What guidelines do yr co-workers followyregarding consistentservice to internal and external library staff and customers?and customers?If none, why not?
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Choose Your Own Colors
• To color your day, regardless, takes:– practice and disciplinepractice and discipline– health: sleep and exercise
i k b k d d f d– quick breaks and good food– deciding personal issues– a sense of perspective
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Color Your Day!Color Your Day!
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Next Stepsp
• Communicate existing priorities.• Create working draft of prioritiesCreate working draft of priorities.• Evaluate how people are spending time.
D id h t t t d i S i l• Decide what to stop doing. Seriously.• Eliminate perfectionism and martyrdom.• Assume positive intention.
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Questions?
What questions, concerns, or comments might you have about ourcomments might you have about our program today?
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Contacting Pat
• [email protected]• pat2pattern: twitterpat2pattern: twitter• Pat Wagner: LinkedIn
P t W F b k• Pat Wagner: Facebook• librarything: PatternResearch