Kerry McGeath, the library director at Southlake Public Library presented two workshops on customer service for NTRLS. Kerry has over 20 years of experience in the retail world and is bringing that experience to the public library arena.
One comment that really stood out to me was to remember that your patrons do not know your rules. Even if you have signs posted, know that people often miss the signs. We might get irritated at having to answer the same questions over and over, but just remember the next time you walk into an unfamiliar environment - how do you feel? Do you know who to ask questions, where to go, or what the policies are?
At the end of the day, and I know it sounds cliché, but it all comes down to treating people with respect, professionalism and courtesy. Treat everyone as if they were your mother, child, spouse, etc... - well that is, if you like those people!