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


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


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


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.

20 Ways to Build Customer Relationships in 60 Minutes

20 Ways to Build Customer Relationships in 60 Minutes


Take a moment to consider what your organization would be like if you didn’t build relationships with your customers, employees, shareholders, vendors etc.

It’s very likely you wouldn’t have an organization or business at all. Why? Because people, not architecture, computers or fancy marketing slogans make or break a business.

This interactive and informative webinar will focus on 20 Ways to Build and Strengthen Your Customer Relationships including the number one missed opportunity that almost business or organization fails to take advantage of almost every day.



Original broadcast January 29, 2019 

Andrew Sanderbeck ~ Biography
Andrew has been developing and conducting training seminars for libraries and library organizations for more than ten 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. He is the founder of the PCI Webinars.

Helping Seniors With Their Tech

Helping Seniors With Their Tech


Increasingly, seniors are being brought into the digital age and frustration seems to be a common refrain from the “”Baby Boomers”” when it comes to their devices.  Learning new strategies to assist seniors with this new technology is always a challenge for libraries, but with some fun and entertaining approaches, this process can be relatively painless and actually a great learning experience for librarians as well as the seniors.  Learn about interesting tips & strategies to teach technology to seniors without the frustration that comes from traditional methods.


Original broadcast January 30, 2019

Biography ~ Chris DeCristofaro
Chris DeCristofaro is the Technology Librarian at the Sachem Public Library in Holbrook, New York. Chris the creator and co-host of the podcast “The Library Pros”, a podcast that discusses libraries and technology. The podcast has had over 5,000 downloads in 18 months and has been downloaded in all 50 states and 22 countries around the world. Chris has been a librarian since 2002 working in several libraries across Suffolk County New York. He has been a speaker at various conferences and seminars and is currently the President of the “Computer and Technical Services Division of the Suffolk County Library Association” and hosts a monthly meeting discussing libraries and tech with colleagues from across Long Island.

Simple and Powerful Customer Service Tips

Simple and Powerful Customer Service Tips


Can you think of an organization that doesn’t depend on patrons to be successful?  Of course not!  In fact, a significant amount of your time in your daily work is most likely tied to keeping your patrons happy and satisfied.  

Smart organizations are continuously sharpening their tools to be able to provide the best service possible and smart patrons recognize good customer service when they see it. This interactive and informative program will focus on customer service tips that will show you how to make your patrons happy and keep them coming back for more!


Original broadcast March 21, 2019

Biography ~ Tonya Snider
Tonya is the founder and CEO of tenBiz, Inc. She oversees the marketing and strategic development aspects of the firm, while also working directly with clients. She specializes in business strategy, marketing and project management and helps companies grow, streamline and make significant improvements to their bottom line. Before becoming a full-time entrepreneur, Tonya trained and consulted hundreds of businesses in the economic development sector, was a commercial lender and developed entrepreneurship curricula and trainings for a state-wide non-profit organization. Tonya is also a part-time professor of Business Management at Western Carolina University. She has worked directly in the non-profit, for-profit and education sectors and has a passion for “all things business” and helping people reach their goals.

PCI Q & A Program with Captain H.A. Harry Katt (Ret.) – Ask the Expert About Library Safety and Security

PCI Q & A Program with Captain H.A. Harry Katt (Ret.) – Ask the Expert About Library Safety and Security


Most crime prevention experts will attest that there is no “silver bullet” that can guarantee a safe working environment. Because we live and work in very dynamic environments facing unpredictable challenges, factors and behaviors, we must be ever cognizant of our surroundings, consistently practice safe smart habits and learn to respect our intuition when it signals trouble.
We must also understand our role, responsibilities and ability in such a given situation and be prepared to respond accordingly.
In this interactive Question and Answer program with Captain Harry Katt, he will answer your questions and provide guidance on safety and security issues that libraries face every day.

Submit your questions to Captain Harry Katt before the program by email at 4rceoptions@gmail.com. Please include “December 20th webinar” in the subject line of your email.


Original broadcast December 21, 2018

Captain H.A. Harry Katt (Ret.) ~ Biography
Captain H.A. Harry Katt (Ret.) has over thirty years of law enforcement experience and training. Over the course of his career he has developed a keen insight on personal safety, situational awareness and human behavior in the workplace.

The vast majority of his police experience was in operational field components policing neighborhoods where calls for service were frequent and customer service, personal safety and situational awareness skills were always a priority as they should be for all public servants.
It was on the streets, the back alleys and the door steps where he learned the true value of observation, communication, de-escalation and knowing your options. The same core values he shares with his clients and audiences.

The Quiet Approach to Serving Customers

The Quiet Approach to Serving Customers


Customer service is not an easy job for anyone. It’s hard work to just stay on top of the ever-changing products and services the library has to offer, and it takes real skill to talk with people, determine their needs and fulfill their requests.
It can be especially challenging for those who are more introverted or shy to work with customers while handling difficult questions, listening to complaints and sometimes dealing with people that can be angry or confused.
This interactive and informative program will give attendees the tools that they need to be more successful and in-control in their customer interactions. We will focus on the strengths of the “Quiet Approach” including active listening and thinking before speaking, while sharpening the skills needed to handle all customer situations with less anxiety and stress.

Original broadcast October 2, 2018

Andrew Sanderbeck ~ Biography
Andrew has been developing and conducting training programs for libraries and library organizations for more than fifteen 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.

He is a board member of the Haywood County Public Library and a monthly donor to EveryLibrary, advocating for libraries everywhere that support is needed.


Dealing with Toxic People

Dealing with Toxic People

“The difficult people we encounter can be our greatest teachers.”
― Eileen Anglin

There are challenges in dealing with people who bring toxicity to the interaction. One challenge is managing the impact it has on us – the other challenge is how to respond effectively – in essence – in ways that continue to allow us to get the job done and maintain a working relationship.

In this webinar, you will learn key strategies, tactics and skills to protect your emotional and psychological well-being, while at the same time not letting the other person control or dominate.

This webinar is for you if:
• You work in a team or group environment
• You interact with the public
• You have a team leadership role
• You want to have less stress and more control of interactions

Participants will learn:

• The drivers of toxic behaviour – why they do what they do
• Specific tactics, tips and tools for responding to toxic communications
• How to stay centered and present when faced with toxicity
• A key to relieving your own frustrating
• How to get work done, have effective communications and not let them control your life

[pdf-embedder url=”https://floridalibrarywebinars.org/wp-content/uploads/2018/04/6.14.18-Dealing-with-Toxic-People.pdf” title=”6.14.18 Dealing with Toxic People”]

Original broadcast June 14, 2018 

Michael Healey – Biography
Michael believes that our workplaces and our workplace relationships can be fun, inspiring, energizing, satisfying AND be creative and productive. He works with businesses and organizations that understand the value of developing people as a foundation for continual improvement and enhancing organizational capacity. He’s been delivering engaging and impactful training programs since 1987.

How to Bring a Free Online Driver’s Education Program to Your Library


Did you know that car crashes are the leading cause of death in the United States? In 2015, more than 35,000 people died in traffic crashes, a more than 7% increase over 2014. Driving-Tests.org (DTO) has a goal: to work with libraries to create safer, more educated drivers – which in turn creates safer roadways for us all.

Join Jacob Smith for this engaging and educational program focused on how to bring an effective free online driver’s education program to your library and learn more about what Driving-Tests.org is doing to help reduce road crashes, injuries and fatalities among motor vehicle drivers, commercial vehicle drivers and motorcyclists.

Attendees will also learn the benefits of offering the program to their patrons and will be given insight on the opportunity to have free, educational traffic safety related quizzes on their organizational websites.

At the conclusion of the webinar, attendees will be able to:

  • Access the Driving-Tests.org website and Library Partnership Program

  • Identify leading national organizations that partner with DTO

  • Navigate the free Department of Motor Vehicle Practice Tests & Quizzes


Original broadcast November 7, 2017 

Jacob Smith – Biography

Jacob Smith is a Communications Assistant with The Gillen Group, a small transportation safety consulting firm in the Washington, D.C. area. In this role, Jacob leads outreach efforts for Driving-Tests.org, one of The Gillen Groups’ clients.

As a global road safety activist and speaker, Jacob has worked with high schools, traffic safety organizations, corporations, and government agencies across the country to create effective programs and projects to mobilize young people for road safety. Jacob has collaborated with Safe Kids Denver Metro, the National Highway Traffic Safety Administration, National Organizations for Youth Safety, DENSO International America, the Colorado Department of Transportation, Texas Transportation Institute and many others to advocate for various highway safety issues.

Jacob has given dozens of presentations and organized panels focused on teen driving and pedestrian safety to thousands across the country. Recently, Jacob worked for Safe Kids Worldwide in Washington, DC as a key member of the Safe Kids/General Motors Buckle Up Partnership to develop new strategies to promote teen driver and passenger safety.

Prior to these activities, Jacob served as a National Board member for Family, Career and Community Leaders of America where he was instrumental in forming strategic partnerships for youth leadership programming and development.