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Delivering the Black Tie Patron Experience in the “New Normal” Economy

Delivering the Black Tie Patron Experience in the “New Normal” Economy

 

 

As we are getting back to normal in our communities, delivering a top-notch Patron Experience is even more important and needed.

In this interactive and informative program, you will discover four strategies that are needed to deliver a Patron Experience, in this “new normal” time period. If you have been on one of Bob’s webinars, he talks about the business we are all in first, is the Hospitality Business (or the People Business).

Join us and you will discover that there are four additional components of the Hospitality Business that we need to concentrate on, and implement as we get back to engaging with our patrons. Now more than ever, (and even with social distancing), these concepts are needed to make our patrons feel valued, and engaged with our organization.

They are- Being in…
– The Connection Business
– The Engagement Business
– The WOW Business
– The Peace of Mind Business

Now more than ever, (and even with social distancing), these concepts are needed to make our patrons feel valued, and engaged with our organization.

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Original broadcast August 25, 2020 

Biography ~ Bob Pacanovsky
Bob Pacanovsky has achieved Professional Member status of the National Speakers Association. He has spoken to numerous companies, colleges and organizations, including the national American Bus Association Conference, the national Catersource/Event Solutions conference in Las Vegas, the Ohio Society of Association Executives and many, many more.
As we are getting back to normal in our communities, delivering a top-notch Patron Experience is even more important and needed.

 

Self-Management to Focus on Patron-Centered Services

Self-Management to Focus on Patron-Centered Services

Libraries need to evolve — and the coronavirus has show us all that we can. How can we make the positive changes we have seen last? How could patrons be better served if your library did away with your cumbersome, siloed organizational chart, replacing Circulation, Reference, and Technical Services with a structure that speaks to the experiences patrons want to have? In this hands-on session, we challenge participants to consider a structure in service to patrons that prioritizes staff expertise, allows for significant cross-training, and empowers staff to manage their own time and participate more fully in organizational projects.

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Original broadcast August 18, 2020

Biography ~ Stephanie Chase
Stephanie Chase is the founder of Constructive Disruption, a consultancy that focuses on c​ onstructively disrupting​ the status quo, using staff-and-user driven principles to unearth what’s possible in our organizations. With more than twenty years of experience in local and municipal government, serving communities ranging from the small and rural, resort communities, and some of our largest urban centers on both the east and west coasts, Stephanie is an accomplished innovator and change leader, with significant experience leading organizational design and effectiveness and change initiatives.
Most recently, Stephanie served as the Director of Libraries for Hillsboro, Oregon. Previously, Stephanie coordinated service strategies for BiblioCommons, was the Director of Library Programs and Services for The Seattle Public Library, a founding member and inaugural chair of national advocacy organization LibraryReads, and founded the Green Mountain (VT) Library Consortium, a statewide consortium serving 150 member libraries. In addition, Stephanie currently serves on the Public Library Association’ Board of Directors and the American Library Association’s governing Council.

An Empathetic Approach to Customer Service Training

An Empathetic Approach to Customer Service Training

 

 

This informative and interactive program addresses customer service training by growing and nurturing empathy and empowering staff to navigate the gray areas in our policies. Using storytelling and group discussion, we will look at special and challenging situations such as code of conduct violations and difficult patrons.

Discover how understanding our own implicit biases and not assuming the worst of our patrons can help you offer consistent customer service to everyone we serve.

Attendees will:
• Understand how their emotional responses influence patron interactions and several tools they can use to create more positive results
• Identify at least one of their own implicit biases and understand they it can affect the customer service they offer
• Hear at least one personal story about customer service that can be used to improve customer service in their library

Original broadcast July 28, 2020

Biography ~ Molly Myers LaBadie
Molly Meyers LaBadie has been in Libraries for over 17 years, she was lucky to have four of those as a Library Trainer allowing her to train staff in customer service. Currently, as a Deputy Director, she finds that empathy for both staff and patrons is a powerful tool in offering exceptional customer service.

Delivering the Black Tie Patron Experience in the “New Normal” Economy

Delivering the Black-Tie Patron Experience

There is a “missing link” in organizations today. This link is the difference between just delivering “customer service” and wanting to deliver “Customer Experience”. This seminar will focus on giving your attendees the tools to use The Power of Hospitality to create the “”art of making a personal connection”” with the people they come into contact with every day. Your attendees and their teams are the brand and the face of their organizations.

They will receive four strategies on how to create The Black Tie Patron Experience and how to deliver this on a consistent basis to create even more Brand Ambassadors! These are your people who can’t wait to tell the stories of how the organizations (and the people that work for them) make them feel.

Original broadcast June 4, 2020 

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Biography ~ Bob Pacanovsky
Bob Pacanovsky has achieved Professional Member status of the National Speakers Association. He has spoken to numerous companies, colleges and organizations, including the national American Bus Association Conference, the national Catersource/Event Solutions conference in Las Vegas, the Ohio Society of Association Executives and many, many more.

Customer Service AMA (Ask Me Anything)

Customer Service AMA (Ask Me Anything)

 

Do you find interactions with customers to be one of the bigger challenges and delights of working in your library? Customer behaviors run the scale from pleasant to neutral to well, outrageously bad. And for the people working in customer service and those that supervise and manage them, working with the public can indeed be as Forest Gump said “like a box of chocolates…you never know what you’re going to get.”

Participants in this interactive webinar will learn customer service tips and tricks from Andrew and will share among themselves. Topics for discussion include:

• Specific verbiage to use with customers
• The “new and better ways” to ask ‘Can I Help You?’
• Approaches to working with challenging customer situations
• Ways to improve the customer experience
• How to stay fresh and refresh in a customer service position
• Ways to build customer relationships

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Original broadcast January 16, 2020

Biography ~ Andrew Sanderbeck
Andrew has experienced life as a commercial disc jockey, retail manager, corporate training manager and an adjunct professor. Today, he thrives as an introverted entrepreneur, spouse, parent and grandparent who loves animals, people, books, music, spiritual conversation, quiet time and travel. (The order varies from day to day)

People tell Andrew that they love his inspirational online publication, The Friday News Minute – which like Andrew, does not go out every Friday.

The New Basics of Professional Customer Service

The New Basics of Professional Customer Service

 

 

The landscape of what customers expect in professional customer service from organizations continues to change at a frantic pace. What was “good enough” yesterday, likely is “bad enough” to lose a customer today.

While we can’t ignore the impact and benefits of the online experience and their impact on how customers view “human-less service”, the need for organizations to provide professional customer service experiences continues to differentiate the organizations that create loyal customers and fans, versus those that get-by, survive and potentially even fail.

This interactive and informative program explores two critical customer service competencies:
1. Professional customer service expectations from the eyes of the customer and;
2. A road map to creating new internal professional customer service expectations for your organization

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Original broadcast January 7, 2020

Biography ~ Andrew Sanderbeck 
Andrew has been developing and conducting training seminars for libraries and library organizations for more than twenty years. He has presented Web-based, On-line, and Face-to-Face sessions on Management and Leadership, Customer Service and Communication Skills in the U.S. and numerous countries around the world.

Introduction to Trauma Informed Librarianship

Introduction to Trauma Informed Librarianship

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Trauma-informed care can help inform our library spaces and services by giving us the skills we need to serve our diverse communities equitably. A trauma-informed library understands the unique needs of trauma survivors, provides positive service, and unbiased information. This webinar will introduce trauma-informed principles and how they can be applied to library spaces and services to create opportunities for healing.

Participants will be able to:

  • Describe the importance of trauma-informed care in library spaces and services.
  • Identify some ways trauma-informed principles can be demonstrated in libraries.
  • Consider the ways in which we can move towards healing with deliberate choices through a trauma-informed lens.

Presenter: Karina Hagelin

Karina Hagelin is a disabled, queer femme, artist, community organizer, and librarian currently based in Ithaca, New York where they work at Cornell University as an Outreach and Instruction Librarian. They are also a First-Year Academic Librarian blogger for the ACRLog.

As an artist, their work is grounded in radical vulnerability, queer femme magic, survivor solidarity, healing justice, and gossip as a site of resistance.  They are passionate about fatshion, critical librarianship, cats, and queer zines. Their research interests include American Studies, harm reduction, critical disability studies, queer theory, and zines / zine librarianship.

You can find out more about their work at karinakilljoy.com.

In partnership with PLAN,  webinars originally presented to their membership can now be found and accessed through Florida Library Webinars.

If you have questions about a session, contact PLAN.

No, The Customer Isn’t Always Right

No, The Customer Isn’t Always Right

 

Anyone who has ever served a customer has been told that “The Customer is Always Right”. Even though we know the customer isn’t always right, (they lie, steal, manipulate etc.) it is important to remember that “the customer is always the customer”. The question to consider: “Is this a customer we want in our library?”
As libraries continue to strive deliver excellent customer service and experiences, they must remember to focus on the needs of the internal customer (their employees) too, because a library without great people is a loss to its campus and community.
This interactive and informative webinar for managers and supervisors will focus on creating a library workspace experience that customers and employees will enjoy.

Participants will learn:
• To Determine if a Customer is Worth Keeping
• When to Fire a Customer
• How to Focus on Attracting the “Right” Customers
• Best Practices of Employee First Companies

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Original broadcast June 27, 2019

Biography ~ Andrew Sanderbeck 
Andrew has been developing and conducting training seminars for libraries and library organizations for more than twenty years. He has presented Web-based, On-line, and Face-to-Face sessions on Management and Leadership, Customer Service and Communication Skills in the U.S. and numerous countries around the world.

Planning and Implementing a Fine-Free Policy

Planning and Implementing a Fine-Free Policy

Libraries are ready for a change! Our academic library went fine free in 2016, and we’re not alone. In this informative and interactive program, we will share why and how we managed to eliminate most overdue fines, aligning our circulation policies with the needs of our most frequent users.

The focus of the webinar will be on planning and implementation of a fine free library. Policies and methods from public libraries will also be included! Join us to find out why your best new policy might be to stop collecting fines.

Takeaways from this program include:

Learning which policy changes make going fine free work best
Fully consider the circulation processes affected by the change
Planning outreach to your staff and community

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Original broadcast May 7, 2019

Biography ~ Karen Ryan
Karen Ryan has worked in library access services, both public and academic, for 22 years. She is the Circulation and Reserves Coordinator at Hollins University. She currently runs the circulation and reserves department, oversees the Wyndham Robertson Library side of co-lending with our partner Roanoke College’s Fintel Library, coordinates the work study program within various departments of the library, and supervises 24+ undergraduate work study students within the circulation department. In 2016, she worked with Maryke Barber to plan and execute a fine free initiative within our campus libraries and with our partner, Fintel Library.

Biography ~ Maryke Barber
Maryke Barber has worked in libraries for over 20 years. She is Public Services and Arts Liaison Librarian at Hollins University. Her current work includes reference, instruction, collection development and administration; previously, she has also worked in government documents, film cataloging, and gifts & acquisitions. In 2016, she initiated Hollins’ transition to eliminate fines along with the school’s partner library at Roanoke College.

Creating Boundaries with Patrons

Creating Boundaries with Patrons

The Pareto Principle suggests 80 percent of something is caused or is affected by 20 percent of something else. Pareto was an Italian economist who saw that 80 percent of the peas in his garden came from only 20 percent of his pea pods. And 20 percent of his chickens laid 80 percent of his eggs. You get the idea. When it comes to the behaviors of certain library patrons (let’s call them Archetypes), we can say that 20 percent of this list of 12 can burn up 80 percent of your staff time, cause 80 percent of your conflicts, or create 80 percent of the staff discomfort level. We can create stereotypical behavioral profiles of these 12 who can make being a library staff member challenging.

This webinar looks at the behavioral patterns and conduct issues of these 12 patrons. It offers realistic tools on how to help them and cope with their idiosyncrasies, demands, and quirks.
The Patron with 1,000 Questions
The Sexually Harassing Patron
The Staking Patron
The Lonely Patron
The Entitled and Rude Patron
The Tweenaged Patron
The Technologically-Confused Patron
The Elderly or Disabled Patron
The Patron Who Misses the “Old Days” at the Library
The Patron Who Monopolizes Staff Time
The Patron Who Expects Too Much of Staff
The Patron Who Hogs or Misuses the Internet

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Original broadcast February 5, 2019

Biography ~ Dr. Steve Albrecht
Since 1987, Dr. Steve Albrecht has consulted and trained on issues related to HR and security issues, team performance, conflict reduction, and social intelligence. His Colorado-based firm specializes in performance-improvement training, coaching, and leadership skills.He has consulted with Fortune 500 firms, banks, utilities, hospitals, colleges and universities, aerospace, the military, fire and law enforcement, and city and county governments in the U.S. and Canada.

He has worked as a trainer and consultant for the 122-city California Joint Powers Insurance Authority and CSAC-EIA, which covers all 58 California counties, since 1999.