Everything I needed to know about library policy I learned from "generation kill"

Aaron "Boot Camp" Schmidt: "Doing things like knowing people’s names when they approach the circ desk and starting to check them out even before they have time to find their library card are a part of creating a good experience. And because we spent the time detailing exactly how we can best serve our patrons, no one has to break any rules to do it. The ability to provide good customer service is built in to our procedures."

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