Yes! on Demand: How to Create Winning, Customized Library Service (Paperback) (ISBN-13: 9781440848537)

Borrowing winning techniques from the business world, this book examines ways you can make library service more personalized, focused, and solutions-oriented for your patrons.

When it comes to delivering the quality, personalized service your patrons expect, the staff is the most important resource in the library. It only follows then, that by empowering staff, breaking and fixing rules, cultivating creativity, and focusing on results, your library can meet and exceed patron expectations. To help you accomplish that and more, this book presents the "yes" model for customer service and explains how to use the model to build morale and grow a loyal, engaged, and highly satisfied community.

The book shows how techniques borrowed from successful retail models can be applied to every part of library service--from reference, circulation, and technology services to children's and adult services. Beginning chapters describe the role of staff in transforming a culture of "no" into one of "yes." Next are explanations of tools administrators can use to support changes that will lead to a more contented customer base. Finally, the book addresses how to eliminate "no" through personalized service and by defining and tearing down obstacles that often block use of library products and services. This approach not only will make for happier patrons but will build staff morale, foster support, and ensure that your library remains relevant for years to come.

Author: Kathy Middleton
ISBN-10: 144084853X
ISBN-13: 9781440848537
Publisher: Bloomsbury Publishing PLC
Language: English
Published: 11/21/2016
Pages: 144
Format: Paperback
Weight: 0.45lbs
Size: 9.20h x 6.00w x 0.40d

Review Citation(s):
Voice of Youth Advocates 04/01/2017
Library Journal 04/15/2017 pg. 99