Hospitality 2013 oct larc
Transcript of Hospitality 2013 oct larc
![Page 1: Hospitality 2013 oct larc](https://reader035.fdocuments.net/reader035/viewer/2022070319/5584a097d8b42a045c8b45d2/html5/thumbnails/1.jpg)
Hospitality in the Library
No act of kindness, no matter how small,
is ever wasted.Library Association of Rockland County
October 4, 2013
![Page 2: Hospitality 2013 oct larc](https://reader035.fdocuments.net/reader035/viewer/2022070319/5584a097d8b42a045c8b45d2/html5/thumbnails/2.jpg)
Darien Library
![Page 3: Hospitality 2013 oct larc](https://reader035.fdocuments.net/reader035/viewer/2022070319/5584a097d8b42a045c8b45d2/html5/thumbnails/3.jpg)
Darien Library holds itself to the highest possible standard of customer service.
We pride ourselves on providing a fulfilling and enriching experience to all who visit us either in person or on the web.
We consider hospitality to be a core component in all we do and always look forward to seeing you at the library.
![Page 4: Hospitality 2013 oct larc](https://reader035.fdocuments.net/reader035/viewer/2022070319/5584a097d8b42a045c8b45d2/html5/thumbnails/4.jpg)
![Page 5: Hospitality 2013 oct larc](https://reader035.fdocuments.net/reader035/viewer/2022070319/5584a097d8b42a045c8b45d2/html5/thumbnails/5.jpg)
Hospitality Role Models
![Page 6: Hospitality 2013 oct larc](https://reader035.fdocuments.net/reader035/viewer/2022070319/5584a097d8b42a045c8b45d2/html5/thumbnails/6.jpg)
![Page 7: Hospitality 2013 oct larc](https://reader035.fdocuments.net/reader035/viewer/2022070319/5584a097d8b42a045c8b45d2/html5/thumbnails/7.jpg)
![Page 8: Hospitality 2013 oct larc](https://reader035.fdocuments.net/reader035/viewer/2022070319/5584a097d8b42a045c8b45d2/html5/thumbnails/8.jpg)
![Page 9: Hospitality 2013 oct larc](https://reader035.fdocuments.net/reader035/viewer/2022070319/5584a097d8b42a045c8b45d2/html5/thumbnails/9.jpg)
![Page 10: Hospitality 2013 oct larc](https://reader035.fdocuments.net/reader035/viewer/2022070319/5584a097d8b42a045c8b45d2/html5/thumbnails/10.jpg)
![Page 11: Hospitality 2013 oct larc](https://reader035.fdocuments.net/reader035/viewer/2022070319/5584a097d8b42a045c8b45d2/html5/thumbnails/11.jpg)
So How Does This Relate to Libraries?
We have CUSTOMERS.
We have PRODUCTS WE BELIEVE IN.
We want REPEAT BUSINESS.
We know our CUSTOMERS HAVE OTHER OPTIONS.
![Page 12: Hospitality 2013 oct larc](https://reader035.fdocuments.net/reader035/viewer/2022070319/5584a097d8b42a045c8b45d2/html5/thumbnails/12.jpg)
Dewey on Hospitality...
...librarians are as pleased to see a reader come to ask for books or assistance as a merchant to welcome a new customer.
![Page 13: Hospitality 2013 oct larc](https://reader035.fdocuments.net/reader035/viewer/2022070319/5584a097d8b42a045c8b45d2/html5/thumbnails/13.jpg)
At Darien Librarywe are all librarians!
The public doesn’t know who has an MLS and who doesn’t. In their eyes, everyone who works at a library is a Librarian.
![Page 14: Hospitality 2013 oct larc](https://reader035.fdocuments.net/reader035/viewer/2022070319/5584a097d8b42a045c8b45d2/html5/thumbnails/14.jpg)
Librarian stereotypes.
It’s an uphill battle…
![Page 15: Hospitality 2013 oct larc](https://reader035.fdocuments.net/reader035/viewer/2022070319/5584a097d8b42a045c8b45d2/html5/thumbnails/15.jpg)
Hospitality Begins at Home
What is your professional outfit?
![Page 16: Hospitality 2013 oct larc](https://reader035.fdocuments.net/reader035/viewer/2022070319/5584a097d8b42a045c8b45d2/html5/thumbnails/16.jpg)
The Welcome
![Page 17: Hospitality 2013 oct larc](https://reader035.fdocuments.net/reader035/viewer/2022070319/5584a097d8b42a045c8b45d2/html5/thumbnails/17.jpg)
Nothing says welcome like the top of a head.
![Page 18: Hospitality 2013 oct larc](https://reader035.fdocuments.net/reader035/viewer/2022070319/5584a097d8b42a045c8b45d2/html5/thumbnails/18.jpg)
Focus. Focus. Focus.
![Page 19: Hospitality 2013 oct larc](https://reader035.fdocuments.net/reader035/viewer/2022070319/5584a097d8b42a045c8b45d2/html5/thumbnails/19.jpg)
The close up
![Page 20: Hospitality 2013 oct larc](https://reader035.fdocuments.net/reader035/viewer/2022070319/5584a097d8b42a045c8b45d2/html5/thumbnails/20.jpg)
The long shot
![Page 21: Hospitality 2013 oct larc](https://reader035.fdocuments.net/reader035/viewer/2022070319/5584a097d8b42a045c8b45d2/html5/thumbnails/21.jpg)
do not disturb
![Page 22: Hospitality 2013 oct larc](https://reader035.fdocuments.net/reader035/viewer/2022070319/5584a097d8b42a045c8b45d2/html5/thumbnails/22.jpg)
definitely do not disturb
![Page 23: Hospitality 2013 oct larc](https://reader035.fdocuments.net/reader035/viewer/2022070319/5584a097d8b42a045c8b45d2/html5/thumbnails/23.jpg)
Attitude Adjustment~
a little smile goes a long way
![Page 24: Hospitality 2013 oct larc](https://reader035.fdocuments.net/reader035/viewer/2022070319/5584a097d8b42a045c8b45d2/html5/thumbnails/24.jpg)
Warm and Welcoming
![Page 25: Hospitality 2013 oct larc](https://reader035.fdocuments.net/reader035/viewer/2022070319/5584a097d8b42a045c8b45d2/html5/thumbnails/25.jpg)
Million dollar smile!
![Page 26: Hospitality 2013 oct larc](https://reader035.fdocuments.net/reader035/viewer/2022070319/5584a097d8b42a045c8b45d2/html5/thumbnails/26.jpg)
eye contact
![Page 27: Hospitality 2013 oct larc](https://reader035.fdocuments.net/reader035/viewer/2022070319/5584a097d8b42a045c8b45d2/html5/thumbnails/27.jpg)
Say hello
![Page 28: Hospitality 2013 oct larc](https://reader035.fdocuments.net/reader035/viewer/2022070319/5584a097d8b42a045c8b45d2/html5/thumbnails/28.jpg)
So you’ve had a bad day.
![Page 29: Hospitality 2013 oct larc](https://reader035.fdocuments.net/reader035/viewer/2022070319/5584a097d8b42a045c8b45d2/html5/thumbnails/29.jpg)
You so do not want to mess with me today.
Really.
Are you so stupid you can’t find it yourself?
![Page 30: Hospitality 2013 oct larc](https://reader035.fdocuments.net/reader035/viewer/2022070319/5584a097d8b42a045c8b45d2/html5/thumbnails/30.jpg)
Okay. What’s so important that you had to interrupt me?It had better be good...
![Page 31: Hospitality 2013 oct larc](https://reader035.fdocuments.net/reader035/viewer/2022070319/5584a097d8b42a045c8b45d2/html5/thumbnails/31.jpg)
Please, oh, please let it be 5 p.m. soon.
OMG. It’s only been 3 minutes since I last looked at the clock.
Feels like an hour.
![Page 32: Hospitality 2013 oct larc](https://reader035.fdocuments.net/reader035/viewer/2022070319/5584a097d8b42a045c8b45d2/html5/thumbnails/32.jpg)
Fake it till you make it?
![Page 33: Hospitality 2013 oct larc](https://reader035.fdocuments.net/reader035/viewer/2022070319/5584a097d8b42a045c8b45d2/html5/thumbnails/33.jpg)
It’s in her eyes
![Page 34: Hospitality 2013 oct larc](https://reader035.fdocuments.net/reader035/viewer/2022070319/5584a097d8b42a045c8b45d2/html5/thumbnails/34.jpg)
Which one is real?
![Page 35: Hospitality 2013 oct larc](https://reader035.fdocuments.net/reader035/viewer/2022070319/5584a097d8b42a045c8b45d2/html5/thumbnails/35.jpg)
Happy HappyScary Happy
![Page 36: Hospitality 2013 oct larc](https://reader035.fdocuments.net/reader035/viewer/2022070319/5584a097d8b42a045c8b45d2/html5/thumbnails/36.jpg)
@ +! &> *%
Very bad words
![Page 37: Hospitality 2013 oct larc](https://reader035.fdocuments.net/reader035/viewer/2022070319/5584a097d8b42a045c8b45d2/html5/thumbnails/37.jpg)
No worries!
No problem!
![Page 38: Hospitality 2013 oct larc](https://reader035.fdocuments.net/reader035/viewer/2022070319/5584a097d8b42a045c8b45d2/html5/thumbnails/38.jpg)
It’s my pleasure!
![Page 39: Hospitality 2013 oct larc](https://reader035.fdocuments.net/reader035/viewer/2022070319/5584a097d8b42a045c8b45d2/html5/thumbnails/39.jpg)
Yes, you do get bonus points for neatness.
![Page 40: Hospitality 2013 oct larc](https://reader035.fdocuments.net/reader035/viewer/2022070319/5584a097d8b42a045c8b45d2/html5/thumbnails/40.jpg)
Previously used desk space
![Page 41: Hospitality 2013 oct larc](https://reader035.fdocuments.net/reader035/viewer/2022070319/5584a097d8b42a045c8b45d2/html5/thumbnails/41.jpg)
Now I can my move on
![Page 42: Hospitality 2013 oct larc](https://reader035.fdocuments.net/reader035/viewer/2022070319/5584a097d8b42a045c8b45d2/html5/thumbnails/42.jpg)
Get to the point...
![Page 43: Hospitality 2013 oct larc](https://reader035.fdocuments.net/reader035/viewer/2022070319/5584a097d8b42a045c8b45d2/html5/thumbnails/43.jpg)
What did I do wrong?
![Page 44: Hospitality 2013 oct larc](https://reader035.fdocuments.net/reader035/viewer/2022070319/5584a097d8b42a045c8b45d2/html5/thumbnails/44.jpg)
Book in hand
![Page 45: Hospitality 2013 oct larc](https://reader035.fdocuments.net/reader035/viewer/2022070319/5584a097d8b42a045c8b45d2/html5/thumbnails/45.jpg)
Nametags.
They work.
Don't leave home without it.
![Page 46: Hospitality 2013 oct larc](https://reader035.fdocuments.net/reader035/viewer/2022070319/5584a097d8b42a045c8b45d2/html5/thumbnails/46.jpg)
What’s wrong with this picture?
![Page 47: Hospitality 2013 oct larc](https://reader035.fdocuments.net/reader035/viewer/2022070319/5584a097d8b42a045c8b45d2/html5/thumbnails/47.jpg)
Sharing War Stories
Save it for the back office.
You never know who may be listening.
![Page 48: Hospitality 2013 oct larc](https://reader035.fdocuments.net/reader035/viewer/2022070319/5584a097d8b42a045c8b45d2/html5/thumbnails/48.jpg)
Never dish about customers or coworkers.
![Page 49: Hospitality 2013 oct larc](https://reader035.fdocuments.net/reader035/viewer/2022070319/5584a097d8b42a045c8b45d2/html5/thumbnails/49.jpg)
The Problem Patron: Unhappy Camper
Empathize.
Active listening.
Is there anything you can do at that moment to make them happy?
Let them know that you will follow up.
![Page 50: Hospitality 2013 oct larc](https://reader035.fdocuments.net/reader035/viewer/2022070319/5584a097d8b42a045c8b45d2/html5/thumbnails/50.jpg)
The Problem Patron: You Can't Do That Here
Know your patron behavior policy!
Remain calm.
Excuse yourself: "Let me get someone else to help you with this."
Have difficult conversations out of the public eye.
Never touch or restrain a customer.
![Page 51: Hospitality 2013 oct larc](https://reader035.fdocuments.net/reader035/viewer/2022070319/5584a097d8b42a045c8b45d2/html5/thumbnails/51.jpg)
The Problem Patron: What’s That Smell?
Lack of personal hygiene.
It’s time to go now.
And take a shower.
Please. For all our sakes.
![Page 52: Hospitality 2013 oct larc](https://reader035.fdocuments.net/reader035/viewer/2022070319/5584a097d8b42a045c8b45d2/html5/thumbnails/52.jpg)
How to Recover From a Bad Interaction
Sometimes you do everything right and it’s hard to recover.
Step away from the public service desk for a few minutes.
Talk about it with other staff members (but not in public!).
![Page 53: Hospitality 2013 oct larc](https://reader035.fdocuments.net/reader035/viewer/2022070319/5584a097d8b42a045c8b45d2/html5/thumbnails/53.jpg)
Hello, it's me again
![Page 54: Hospitality 2013 oct larc](https://reader035.fdocuments.net/reader035/viewer/2022070319/5584a097d8b42a045c8b45d2/html5/thumbnails/54.jpg)
How do you answer the phone?
Information desk.
Good morning, Darien Library Information!
Thank you for calling the Darien Library Information Desk! My name is Sally, how can I help you on this beautiful day?!
![Page 55: Hospitality 2013 oct larc](https://reader035.fdocuments.net/reader035/viewer/2022070319/5584a097d8b42a045c8b45d2/html5/thumbnails/55.jpg)
Always answer the phone smiling. People can hear it on the other end.
![Page 56: Hospitality 2013 oct larc](https://reader035.fdocuments.net/reader035/viewer/2022070319/5584a097d8b42a045c8b45d2/html5/thumbnails/56.jpg)
If someone makes the effort to come to the library, their question comes first.
![Page 57: Hospitality 2013 oct larc](https://reader035.fdocuments.net/reader035/viewer/2022070319/5584a097d8b42a045c8b45d2/html5/thumbnails/57.jpg)
Desk texting:
It just isn't pretty.
Or nice.
Not to mention unprofessional.
![Page 58: Hospitality 2013 oct larc](https://reader035.fdocuments.net/reader035/viewer/2022070319/5584a097d8b42a045c8b45d2/html5/thumbnails/58.jpg)
Gum or Tic Tacs?
![Page 59: Hospitality 2013 oct larc](https://reader035.fdocuments.net/reader035/viewer/2022070319/5584a097d8b42a045c8b45d2/html5/thumbnails/59.jpg)
TRICK QUESTION!
![Page 60: Hospitality 2013 oct larc](https://reader035.fdocuments.net/reader035/viewer/2022070319/5584a097d8b42a045c8b45d2/html5/thumbnails/60.jpg)
Meet Jen, my work wife
![Page 61: Hospitality 2013 oct larc](https://reader035.fdocuments.net/reader035/viewer/2022070319/5584a097d8b42a045c8b45d2/html5/thumbnails/61.jpg)
Always Remember...
You have control over every library experience.
While you may not have control over the big decisions, you can impact specific moments.
![Page 62: Hospitality 2013 oct larc](https://reader035.fdocuments.net/reader035/viewer/2022070319/5584a097d8b42a045c8b45d2/html5/thumbnails/62.jpg)
The Happy Recap
Smile.
Be sincere.
No phones.
No gum.
Keep it clean.
Make eye contact.
Never point.
Always hand deliver.
Identify yourself.
In person, no waiting.
Some people are simply jerks (but we don’t talk about them in public).
![Page 63: Hospitality 2013 oct larc](https://reader035.fdocuments.net/reader035/viewer/2022070319/5584a097d8b42a045c8b45d2/html5/thumbnails/63.jpg)
Extreme Customer Service
![Page 64: Hospitality 2013 oct larc](https://reader035.fdocuments.net/reader035/viewer/2022070319/5584a097d8b42a045c8b45d2/html5/thumbnails/64.jpg)
Raise your hand.
![Page 65: Hospitality 2013 oct larc](https://reader035.fdocuments.net/reader035/viewer/2022070319/5584a097d8b42a045c8b45d2/html5/thumbnails/65.jpg)
Darien Library: Extreme
To think it all started with an overdue library book…
![Page 66: Hospitality 2013 oct larc](https://reader035.fdocuments.net/reader035/viewer/2022070319/5584a097d8b42a045c8b45d2/html5/thumbnails/66.jpg)
Darien Library: Extreme
Treat every person like a VIP.
Make them feel special.
Greet them by name.
Put them at ease.
![Page 67: Hospitality 2013 oct larc](https://reader035.fdocuments.net/reader035/viewer/2022070319/5584a097d8b42a045c8b45d2/html5/thumbnails/67.jpg)
Darien Library: Extreme
If you get the question, you own it.
If you promise something, follow up. Immediately.
No excuses.
![Page 68: Hospitality 2013 oct larc](https://reader035.fdocuments.net/reader035/viewer/2022070319/5584a097d8b42a045c8b45d2/html5/thumbnails/68.jpg)
Darien Library: Extreme
When you have to say no, always say it with yes options.
![Page 69: Hospitality 2013 oct larc](https://reader035.fdocuments.net/reader035/viewer/2022070319/5584a097d8b42a045c8b45d2/html5/thumbnails/69.jpg)
trash policy
![Page 70: Hospitality 2013 oct larc](https://reader035.fdocuments.net/reader035/viewer/2022070319/5584a097d8b42a045c8b45d2/html5/thumbnails/70.jpg)
Darien Library: Extreme
If you need it tomorrow, we will deliver it to your doorstep.
![Page 71: Hospitality 2013 oct larc](https://reader035.fdocuments.net/reader035/viewer/2022070319/5584a097d8b42a045c8b45d2/html5/thumbnails/71.jpg)
Feedback Time
Questions?
Suggestions?
Something you’d like to add?
![Page 72: Hospitality 2013 oct larc](https://reader035.fdocuments.net/reader035/viewer/2022070319/5584a097d8b42a045c8b45d2/html5/thumbnails/72.jpg)
You are invited...
![Page 74: Hospitality 2013 oct larc](https://reader035.fdocuments.net/reader035/viewer/2022070319/5584a097d8b42a045c8b45d2/html5/thumbnails/74.jpg)
Photo Credits
No Service
http://nwgasbdc.blogspot.com/2010/11/is-bad-customer-service-killing-your.html
Hotel Staff
http://www.flickr.com/photos/hotelportosoller/4627646672/
Mickey Mouse
http://free-extras.com/images/mickey_mouse-1096.htm
Zappos
http://about.zappos.com/press-center/media-kit
Shake Shack
http://www.shakeshack.com/
Nordstrom
https://commons.wikimedia.org/wiki/File:Nordstrom_Logo.svg
Ritz Carlton
http://www.flickr.com/photos/sackerman519/5719440872
Nancy Pearl Action Figure
http://blog.estately.com/2013/04/37-things-you-should-know-before-moving-to-seattle/
Paper mess
http://www.flickr.com/photos/ekampf/341734410/
Shh
http://www.flickr.com/photos/martins_nunomiguel/8443103496/
Silver Tea Pot
http://www.flickr.com/photos/kandyan_art_association/7404995492/
Telephone
http://www.flickr.com/photos/brandoncripps/3156373103/
All other photos taken by Sally Ijams or are from the Darien Library website.