Do you want your patrons feel extraordinary every time they interact with you? Then The Black Tie Customer Service Experience is for you! Taking your library to extraordinary levels means that everyone on your team needs to know the difference between meeting patron expectations and exceeding patron expectations.

The goal of your library should be to create more loyal patrons, grow your usership and empower your coworkers and patrons to become brand ambassadors for you.  How can you do this?  Through understanding the mindset of Black Tie Training.

In this interactive and informative webinar, participants will learn:

  • How to create the Black Tie Experience – making lasting impressions
  • How touch points in your library can create a positive patron experience- CREATE
  • How to turn an unhappy patron into a raving fan- GROW
  • How to build better relationships with your patrons and turn them into loyal library ambassadors- EMPOWER


Original broadcast October 11, 2016

Bob Pacanovsky – Biography
Bob Pacanovsky has been helping elevate brands for over 20 years!  And now he is taking this experience and helping organizations and individuals “outclass their competition.”  He is a professional speaker, entrepreneur and expert in making people make great first impressions and turning clients into loyal fans!
Bob rebranded his latest company, The Vation Group, in January, 2015, after selling his catering and event company that he founded in 2000.  During that time, he helped create over 7,000 events. His experience in the Hospitality and Event industries has helped him launch his speaking and consulting company, The Vation Group.