I love my car again.

Back in December, I spun out on the highway.  It was AWFUL.  It was SCARY.  It made me not want to drive my car.  I didn't trust it any more.  Since the spin, I have felt like I was sliding every time I went around a curve.

I took it to Firestone on Sunday to have a tire patched and while I was there, I asked that they balance, rotate, align, etc.  I know, I know....that just sounds like normal maintenance, but nothing felt wrong (so shaking, no pulling, etc.), so I never had those things checked.

Finally today, I took it out on the highway and as I was coming home, I realized that I didn't feel like I was sliding even once.  What a pleasure!

It felt so good that I called Firestone and told them THANK YOU.  Bob, the guy who helped me on Sunday, was there and he seemed stunned.  "You mean you're not calling to complain?"  "How about complaining about the price...don't you want to do that?"

He said that NO ONE had ever called to tell him "thank you."  That, to me, is incredible.

Let's thank each other more.  Let's lift each other up with tons of praise.

Who did you thank today?

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Step this way....

Just when I was starting to enjoy going to the movies again, we're moving to a place where I don't even know how to locate the closest grocery, let alone the closest theater.  Does Ft. Forth even HAVE theaters?!

One of the reasons I don't like going to the movies is because of the ticket price.  (That, and the constant sound of CRUNCHING in the background.  Stupid popcorn!)  Anyway, since these tickets are free, I can put up with a bit of extra noise around me.  Somewhat.  Anyway...

The movie we saw last week was "The Sorcerer's Apprentice" with Nicholas Cage.  Honestly, this movie was as predictable as all of his others, but it was still an ok way to spend the evening.  I would wait for this one to come out and watch it at home, though.

The customer service connection to the premier:  We were at a different theater for this one, and the line formed on the steps.  Yes, the steps. While I was thankful to have a seat for the hour we were waiting to get in, I thought it was a bad idea for a couple of reasons:

• No handicapped accessibility to the line.  There was an escalator, but the person couldn't really stand in line over there.
• If you were afraid of heights, you were out of luck.  This staircase was HUGE!
• Luckily, we were near the top of the steps where we could feel the air conditioning.  People below us were fanning themselves and sweating.  I was hoping no one would pass out and take a tumble.

The bonus was that I could see everyone arriving, so when my friend came in, I could easily get her attention from the top of the steps.  I'm not normally able to find her till the last second, and then people start shhhhh-ing us because we're giggling, and then we end up rolling our eyes and they throw popcorn in our hair (stupid popcorn!).

The moral of the story?  Sometimes, out of necessity, we create obstacles for our users.  When that has to happen, try to accommodate.  In this case, they could have offered a cheap bottle of water, or a "take a number" kind of system so that moviegoers could go have a seat somewhere less threatening and then get in line at the last minute.

What obstacles do your customers face?  How can you ease their pain?

My recipe for a sweet TWEET

Several weeks ago, I posted this picture:

Last week I posted this story:  "Naked Man Arrested At Library With Stolen Cheese"

Both of those posts involved food.  Both of those posts inspired more comments than usual.  Coincidence?

I think the moral of the story is that while people like news and helpful hints about technology and libraries, they like food even more.  Or maybe they just like things that make them smile.   

(And just for the record, I think the "naked man with cheese" story was clicked on because of the word "cheese" and not the word "naked.")

Movie premier: GROWN UPS

Thanks to the great radio stations above (no, really, ClearChannel Radio is upstairs), we got to see the Columbus premier showing of Grown Ups last night.  Check out the trailer for this raunchy reunion comedy.

It's a nice blend of slapstick and chick flick starring Adam Sandler, Kevin James, Chris Rock, David Spade, Rob Schneider, Salma Hayek, etc. 

I was afraid that, like most comedies these days, the funniest parts were all in the previews.  Not the case here.  Laugh-out-loud funny in spots, touching in others, this movie had the theater ROARING with laughter.

A must see!

The customer service perspective: 

Sony sponsored the event, and man, were they MEAN. 

I understand that they didn't want anyone secretly taping/snapping pics while the movie was playing, but they went so far as to keep us all in the OUTSIDE lobby (95 degrees, no AC, no air movement, and about 200 bodies...UGH) for an hour, then until we all removed phones from our persons.  We had to TAKE THEM TO OUR CARS.  

Let me tell you my main issues with this:

• It made all of our vehicles prime targets for thieves.  I wonder how many of the cars got broken into.  Luckily, ours was not one of them.  
• Know what happens when a cell phone gets too hot?  Mine wouldn't turn on till I held it against the AC vent for a few minutes.
• Folks, you gotta trust your customers.  Tell them what your expectations are, then follow through if they don't obey the rules.  Don't punish everyone because you think someone might get mischievous, rude, disruptive or whatever.
  

Once everyone was back inside, they let us all in to the theater, where we were wanded - YES, like in the airport - for recording devices by armed, uniformed officers.

A bit of overkill, I'd say, but meh, I like feeling like a criminal.

Again I ask you, how do your customers feel when they leave your building?

Restaurant (part two)

ACT II:
"So with seven people helping me", I asked Senorita Lola, "who gets the tip?"

(Rumor has it that the owner gets the tips, not the staff.)  She stammered.  She looked around.  She finally said, "We all share it."

I call shenennigans.  Still, it got me thinking...would I want to share my tips?  What if I gave excellent customer service, but Jose was a slacker?  Oh, I'm irritated at Jose just thinking about it.  (Wait...I don't even KNOW a Jose.)

On the other hand, what if I build a team that I TRUSTED?  What if I knew that with each an every customer, each of my employees were going to go above and beyond, ensuring a fantastic tip?  Everyone would pull their own weight.  Everyone SMILED.  Each customer left 100% satisfied.  This should work, right?

More shenannigans!  What that means that my tip - a whopping 35% - equals 33 cents per person. 

So now the dilemma...

• I don't know for certain if the owner gets the tips.  I don't want him to have that money.
• If I leave nothing, and the tips DON'T go to the owner, I will feel just awful.
• If the tips go to the wait staff, do I tip more?  I'm already paying more than I'd like (but seriously, folks, this is deeeeelish). But it's almost slave labor if I only give them 33 cents each. 

I don't like this tip thing, mostly because now I feel cheap.  The tips system should be abolished.  Pay people what they're worth.  God bless America!  Even in Mexican restaurants.

Anyway, I hope your customers don't leave with dilemmas like these floating in their heads.  It's really not very nice.  What are your customers thinking when they leave?  Are they saying, "Huh?!  What was THAT about?" or are they saying, "This place is deeeeelish!"

The Restaurant (an act in two parts)

ACT 1:
My most favoritist (yes, that's a word) restaurant is just up the street from where I work.  XOXOXOXOs to Mexican food!  I would marry it if I could.  (Stop judging me.)

ANYWAY, besides the DEEEEEEELISHIOUSNESS of it, I love this place because of the customer service.  Today I had SEVEN* people assisting me.  (I don't need that much help to eat, it's just their way.)

 #1 ordered my food AS I STEPPED OUT OF MY CAR.
 #2 placed chips and salsa on my table AS I ENTERED THE BUILDING.
 #3 brought over my standard margari---Coke.
 #4 seated me and told me my food had been ordered.
 #5 brought my plate.
 #6 refilled my glass. *hic*
 #7 cleared my plate.
 #4 walked my check up to the register.
 #6 brought my change.
 #1 asked if the book I brought this week was a good one.

All of these wonderful people work as a well-oiled machine. They run - literally RUN - and SMILE the entire time I am there.  And not just for me...for every single customer.  Seriously, what other place does that? 

From "Bienvenidos!" to "Hasta manana!" they make my lunch an experience, rather than just a meal. Y me gusto mucho.

**Until about three months ago, there would be an 8th person.  Arturo would so graciously bring me a bib and go so far as to place it on my chest.  (See?  These guys GET me.)   Arturo has moved back to Mexico.  I miss him and his bib placing skills.  Adios, mi amigo!

So...how much attention do you give YOUR customers?  How personal is it?

This week in customer service...

A note or two about my customer service experiences this week...

#1.  Thank you, Clear Channel, for giving me tickets to the premier of Prince of Persia! (One of the perks of working in their building!)  Pretty good movie, great effects...a bit predictable, though.  Not for young viewers because the plot is a bit complicated.

The customer service experience: We were told to come early, and we showed up about 45 minutes before the show.  And we waited...and waited...and waited.  There were no benches, the carpet was too icky to sit on, and there were a LOT of people in that very warm hallway who had worked all day and were a bit weary.  It would have been nice of them to open the doors a bit earlier so we could all be more comfortable.

Not once did anyone from the theater come around.  Hmmmm.  I would think that would be a great time to advertise future shows and maybe even toss out a few freebies.  Popcorn, anyone?

#2. Though I usually have bad hair, this last cut was particularly disturbing.  I had it re-cut on Tuesday, then went back to the same shopping center on Wednesday for lunch, and the stylist I used the day before saw me walking by, popped her head out the door, and said, "Your hair looks nice today!"

The customer service experience:  I LOVED that this stylist took the time to ask me about my new cut.  Even if I end up hating this style, I will still go back to her at Saturday's Salon.  I'm assuming she didn't leave someone in the chair with wet, half-cut hair to come and talk to me...



#3.  When I got to lunch, the lady taking my order at Great Steak asked me if I wanted my usual and proceeded to type it into the register.  She even rememberd that I liked extra hot sauce.  *blink...blink*

The customer service experience:  This happens at another of my favorite restaurants.  This makes me feel REMEMBERED.  (They're probably remembering my bad hair, but still...)  It makes me feel like a valued customer.

Remember back in the day when ladies at the bank knew you by name?  (That always fascinated me; I have no memory for this kind of thing.) Well, this takes it one step further.  And for that, they get extra tips and I spread the word about how fantastic they are.  It's a win-win, I'd say!

When there are more ‘good’ than ‘bad’ customer service experiences in a week, I smile.  Were YOU smiling when I walked in to your business this week?

Marketing the obvious

I thought this was really clever, but only after someone explained it to me. 

A local pizza place said that they were having a one-day only sale on April 15th.  You could get a large pizza for $10.40.When I asked a co-worker if they wanted to share, she said, "That's FUNNY!"

I didn't understand.  We always share our pizzas.  She's my pizza buddy.  I thought the world may come to an end.  When she saw my tears, she said, "It's funny because it's tax day."

OH. 1040.  I get it now.

And then...there's a holiday that comes every year on 5/4. It's "Star Wars Day." I don't know how many years it's been celebrated, but I never caught on.  It comes on May 4th.  Get it?  May the 4th.

May the 4th be with you?  Really?  How is a normal person supposed to connect the dots on that one?

My point is, you may have a clever slogan, logo, or PR stunt, but if it's not obvious, some folks are missing out.  I guess your usual stuff better be good enough to reel them in till your clever stunt blows over. 

Sorry, but I'm not heading to the library tonight, folks...I'm in the mood for pizza and a movie.

*Yoda pizza pic courtesy of Geekologie.

In my heart, I'm an enabler.

The call began like this:

"Well, if YOU'RE not doing database training, and the STATE LIBRARY'S not doing database training, what am I supposed to do?!"

I gave her at least three resources, but obviously, nothing I said was going to appease her, and very unprofessionally, I told her that.  Luckily, she laughed and agreed.

I have thought about that call for three days now.  I want to help her, I really do.  I want to go there and hold each library staff member's hand and show them that databases can be easy and FUN.

But that would be bad.

On one hand, there comes a point when you need to let go and stop being an enabler.  They're big kids now.  Give them the resources and make your staff and patrons responsible for their own learning.

On the other hand, I feel responsible.  They're our resources. They're our customers.  They're our responsibility.  And if they don't get it, it's our problem.
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What inspires you to learn?

Obviously, the way I learn is different than how you learn.

In the sometimes fast-paced, quickly-changing OPLIN environment, I feel a little left out for a while when something is changed. I have lots of notes (but no...passwords are NOT kept under my keyboard) and I really do try to pay attention, but after a while of listening to "tech talk" my eyes glaze over and I begin thinking about checking my Facebook account to see if anything fun and mindless is happening.

To make me really learn something, please do the following:

• Make sure it applies to me and tell me WHY.
• Give me the back story so I can put it in perspective.
• SHOW me. Not only show me the product or idea, but show it being used successfully somewhere so I can tie it all together in my head.
  
• Give me time to play with it.
• Give me a handout or something to refer to later because after the glaze happens, I can not be responsible for knowing a thing you just said. Also, it may be three weeks before I have to do it again and I will have forgotten the how's and why's.

That being said, I am wondering about how we tell you, OPLIN Land, about our services. We are here for you, but do you know WHY? Do you even know we exist?

When we present something new to you, is it in a format that helps you "get" what we're saying?

Mostly, we send an e-mail announcements. Lots of text. Some of the WHY.
Hmmm...sounds like the exact opposite of the way I learn and remember things.

Of course, this isn't about me, it's about YOU. How do YOU want to receive OPLIN announcements? I mean, they are going to be e-mail, website and RSS, but I mean what FORMAT do you want?
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What to do with all that social media?

Since people get overwhelmed by the number of sites to keep track of, there are a LOT of social media aggrigation sites out there...sites that combine your Facebook, Twitter, Flickr, e-mail, etc. all in one place.  But more than needing tamed, social media needs to be integrated and streamlined into what you do.

Each social media venue has a place in our marketing efforts.  Each one has a specific purpose and a targeted audience.  Remember, it's not about us...it's about our users/followers.  Sure, it provides a place for us to toot our own horn, but more importantly, it gives a platform for others to tell about the experiences they have with our staff, services and programs.

Do a very informal survey to find out what social media outlets your patrons, clients, and staff use to help choose the venues you want to integrate, then ONLY use those.  Survey every six months to see if the trend changes.  I'm just talking about a simple checklist you hand customers as you are checking out their materials.  Ask them to check off what they use and have a space for "other."

Don't knock yourself out trying to create videos if they aren't watching them.  Don't keep tweeting if no one is following.  Be spontaneous with your posts.  Don't "preach" your services all of the time, mingle with your online friends and post something meaningful to them.

But once you DO decide to integrate a site, keep on it!  Don't create accounts then ignore them.  Use these outlets to keep your library in the forefront of their minds.

For ideas, check out other library sites.  Check the book vendors/publisher sites.  See who your friends follow.  Get a following, then WOW them.

I've yet to be WOWed by a library using Facebook or Twitter.  You can be the first!  I will let you know and sing your praises if you succeed!

$ Library Millions $

Well, it never fails...I come up with something brilliant and think, "Nah...no one will ever run with this."  But sure enough, someone DOES pick it up and run with it and makes millions.  Do they read my mind?  No...given time, people will eventually think of my revolutionary ideas on their own.  I'm just ahead of the curve sometimes.  *snicker*

The secret to my really cool ideas?  I don't think like a librarian.  I think like a consumer. 

I serve people the way I want to be served.  I think, "Wouldn't it be cool if..."  And ta-daaaa!  I get this idea to have a real Monopoly Board courtesy of Google Maps  or "hybrid books" with real pages, websites, and video content.  The guy behind the Vook really should be sharing his soon-to-be millions with me.

Anyway, for years I have been thinking how cool it would be if libraries would also function as small-scale bookstores.  How cool would it be to purchase a book with the profits going to the library?  (On the other hand, if this is such a great idea, why aren't libraries already doing this?)

After recently placing a hold on a NYT bestseller and discovering that I am #584 on the waiting list, even I - the #1 library cheerleader - was tempted to just go out and buy it to avoid the wait. 

Sounds like a win-win for everyone...

• I get my book NOW.
• The library makes some $$ for their book budget.
• The library gets the book as a donation when I am done reading it.
• Person #585 on the reserve list gets their treasure faster.
• Library circulation goes up because they are attracting new customers.

Of course, you don't want to step on the toes of your local bookstore.  Build a partnership.  Share the profits.  Have book promotions together. (You know the drill.)  They could come and volunteer at your library to see what folks are looking for.  You could also send library staff to volunteer for them so you could see what topics folks are buying so you can update/supplement your library collection.

Book stores do some things right...marketing, sales, customer service...libraries do those things, too, and could learn a lot from getting an up close and personal view from the inside of a book seller.

Go ahead libraries...make your millions now.

You're welcome.
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#$%& budget

Here at OPLIN, we have deleted quite a few e-mail accounts. Supervisors are e-mailing and calling in, sometimes tearfully, to report that they had to let someone go to meet demands of a new budget.

It’s difficult when a patron’s favorite staff member leaves, whether it’s under good conditions or difficult ones. Someone will miss the person who helped them find a job, learn to read or inspired them to check out something way cool.

Those of us left behind are also in a period of mourning. We relied on those staff members to smile at us when we were having a bad day, to make the best coffee or to handle the difficult patrons. They are still our friends, but things will now be awkward between us.

While we may be grieving, we need to remember it’s about the patrons’ disappointment, not ours. Just as with all other aspects of library service, those staff members were not ours….they belonged to the customers.

And they will be missed.

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Do you hinder?

So I am walking in to the library the other day and I see that someone very inconsiderate has put up ropes so that students (and I!) can no longer walk through the grass.

Nice grass. Pretty grass. And a flower bed.

But here's the thing...in order to get to the front doors of the library from the sidewalk you see here, you have to walk what feels like a MILE (at least when it's cold, snowing or raining).

So my thought is this: Why not just put in a little cobblestone walkway? Or a sidewalk? Why would we make people go out of their way to get to us?

Sounds like a simple question, doesn't it? But we hinder access in so many different ways.
Let's think:

• Can patrons search the library catalog easily? (Or do they have to use the secret codes...KW=, TI=, AU= ?)
  
  
• Can they search the databases easily? (Can they even find them on your page?)
  
  
• How's that web page of yours looking? Can people find your hours and phone number easily? What about a "contact us" e-mail address?
  
  
• What was the last question you answered "NO" to? Why did you have to say no?
  
  
• How many times a day do you say "NO"? Seriously...make a list and see what you can get changed to YES! ("Because that's the way it's always been done" is NOT a proper answer. Ever!)
  
  
• Are there enough outlets for personal laptops? Data drops if you aren't wireless?
  
  
• Oh, for heaven's sake! Why aren't you wireless?!

If the majority of the people want to walk through the grass, maybe they know something we don't.

We're here for them...follow their lead. Sorry if it takes you around the block. I recommend bringing an umbrella.
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Things I should probably say...

The disclaimer:
While I absolutely ADORE my work at OPLIN and the university library (which shall be left unnamed), I do not always agree with the thoughts, actions and opinions of all of the staff members. That is most likely known.

That being said, they also don't all necessarily agree with me.
(Yeah, I don't get it, either.)

Anyway, I am begging forgiveness if my opinions do not agree with yours, just as I forgive you for being wrong. The first step to providing outstanding library service is recognizing and addressing the areas in which we disagree.

Sometimes, we will not reach a good conclusion. THAT'S OK.

When that happens, let's ask the customer. Besides, the library doesn't belong to the librarians, it belongs to the users.

It. Is. Not. Ours.

Period.

'Nuff said.
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