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In libraryland, there are a lot of statistics that are measured: door counts, circulation of items, computer uses, reference questions, and so forth and so on. As I was getting ready for the end of the year marketing committee for my library system, I couldn’t help but think about some of the things that cannot be tracked. Specially, I wondered about the number of conversation opportunities that are missed by staff members.
I’ll give an example: I’ve watched people come in for a library card, fill out the paperwork, get the card, and thank the staff member and walk away. The staff member was courteous and pleasant; the patron was not problematic; and the overall process went smoothly. But at no time did the staff member offer the customer a library calendar, inquire about interests so as to link them with current programming, ascertain whether they have children within the age ranges of our programs, or otherwise engage in small talk that makes the library sound more welcoming and familial.
I know that all staff can’t be mind readers nor salesmen nor social butterflies, but within the broad range of personalities, they could do something. As we are a service economy with people holding high customer service expectations, is it wrong to think that we have to step up our game as well? I don’t have a ready made solution for this, but it has been rattling around my brain since it occurred to me this morning.
In any event, it’s something the Marketing Committee will be working on next year. Any thoughts or comments would be helpful.