Friday, December 12, 2008

Exceeding expectations

I  have been reading this book by Andrew Griffiths titled, '101 Ways to Really Satisfy Your Customers'.  His main point being that customer service is about exceeding your customer's expectations.  I have been thinking about this alot lately and believe that our work provides great customer service, but I have been wondering how many times we exceed our customer's expectations at the library?   From personal experience I know that if I have received bad customer service I often will not go back to the store, but I also tell others about it.  I also try really hard to do the opposite.  If I experience outstanding customer service, I try and tell as many people as I can.  I wonder how many people go home and talk about the service they received from our work?  Is it positive or negative?  Are they telling others?
I was so thrilled to read Catyquilter's blog post on this exact topic this morning.  One of Andrew's recurring themes in his book is You need to meet and, where possible, exceed your customer's expectations.  In Caty's post she states how a local Toowoomba business that she frequents regularly gave her a gift certificate as she was picking up a layby as a way of saying thank you for her patronage. Not only did she spend the money in their store, but she also went on to talk and blog about it.  In her post she comments on their staff and their products.  What a great story!  And no doubt I will find myself in their store for a look based on her experience.
Chapter 6 in the book is on face to face customer service.  So my goal for today is to encompass numbers 48-53 into my face to face interactions with our customers.  Be welcoming.  Be organised.  Be prepared to make a recommendation.  Talk to the cutomer, not through the customer.  Do something unexpected.  Remember to say thank you.

Monday, December 8, 2008

A tasty morsel..

Just a quick post about NLS4, as today is a very busy one for me.  Also I really want to get my head around some of the ideas presented, and let them sink in.  First up, it was absolutely wonderful.  Great conference, great presentations, great social networking, great food!

If I could sum up what I have taken away with me in two words it would be proactive participation.  This theme was evident in nearly all of the presentations, and really spoke to me.  I have applied to be part of an eporfolios study at QUT in Brisbane, so that is my first step! 

I also got to meet some fellow bloggers who I had been reading and communicating with!  Thanks to Librarian Idol , Connecting Librarian  and Better than Cheesecake ie Andrew, Michelle and Susanne for graciously sharing your passion so freely.  Also to the Shanachie boys for once again sharing the importance of  telling stories and keeping stories and making the stories count.

It is hard to articulate just how amazing it was for me to be part of the NLS4 and to just soak up the enthusiam, joy and hope for the future that new grads bring to the industry.  I am very proud to be a part of that, and I hope my zeal and enthusiasm never wane.

Monday, December 1, 2008

Nice things do happen to me sometimes!

I had some really nice things happen this last week.  I received my last assignment back in the mail, and when I opened it I saw that I had received a HD!  Yeah!  Very nice way to finish off my Grad Dip.  My family decided to take me out to tea to celebrate, which was great. This photo was taken at my sister's house and my husband is thinking, 'thank god she has finished studying!'
My sister made this very early graduation ice cream cake in the shape of a graduation cap!  Very cool I thought, and I was touched by her creativity and thoughtfulness.
Lastly, some of my friends at work all put in and bought me a new charm for my 'library' bracelet.  I have blogged about my bracelet before, and so was amazed when they gave me a mobile phone charm to add.  My work friends said it's to represent my love of technology and my iphone!  Needless to say when I global emailed my thanks to all involved I used the opportunity to talk about technology as a wonderful tool that can only enhance our work environment and our services!   Thank you to everyone involved for the beautiful gift.  I will wear it with pride.