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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...

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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...

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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...

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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...

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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...

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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 –...

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The Art of Saying No to the Patron

Perhaps you’ve heard the myth that since the customer is always right, you have to say yes to whatever they want. News flash! Not only is the customer not always right, there are certainly times when you can and should say no. But even though the customer is not...

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