Patron bashing—i.e. venting, ruminating, gossiping—might be the greatest failure when it comes to customer service and perhaps the greatest barrier to excellent customer service in libraries. It creates a toxic, negative environment that stunts innovation, wastes time, and waters down service. If that isn’t bad enough, patron bashing is a drain on our mental and organizational health.
Posts Tagged ‘public library customer service’
An informal observation of library websites and policies shows that even leading public libraries are evenly split between the use of customer and patron in their formal taxonomy. The traditional term patron is used by New York Public Library (NYPL), Cuyahoga County (OH) Public Library, Seattle Public Library, and Multnomah County (OR) Library. The terms customer and user can be found in the policies of Denver Public Library, Topeka Shawnee (KS) County Library, Columbus (OH) Metropolitan Library, King County (WA) Library, and Anythink Libraries in Colorado.
Achieving excellent customer service requires a culture change in your library organization that is driven internally through the engagement and validation of staff. The complex subjects of behavior change and persuasion have been studied as far back as the ancient Greeks. Aristotle’s seven causes of human motivation conclude that insight alone does not produce behavior change. A person’s behavior will only change when that person’s beliefs change.