g oing the e xtra m ile a 60- minute w ebinar 1 presented by linda bruno [email protected]
TRANSCRIPT
Going the Extra MileA 60-minute Webinar
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Presented by Linda [email protected]
www.LindasWorkshops.blogspot.com
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Think about an “extra mile” situation that
you have experienced as the customer.
What specifically made it “the extra mile”?
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1) What are some aspects of your patrons’ experiences that they logically expect?
a)
b)
c)
courtesy
assistance
non-judgment
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d)
e)
f)
g)
no discrimination
selection
outreach/programming
relevancy
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h)
i)
j)
k)
safety
accessibility
? ? ?
? ? ?
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2) With all of the ways you are already ,how can a library staff member possibly go the extra mile?
a)Greet every patron with and a
.
proactive
eye contact
warm smile
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b) Actively for patrons who seem to need assistance.
c) View your library from their and make adjustments accordingly:
d) Make it a point to know .
look
perspective
their names
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e) Help them to .
f) Offer services that have no to the library:
their car
real “connection”
“Death by Chocolate” party
music tool borrowing
karaoke
tool borrowing
seed exchanges
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g) with ‘em!
h) Protect yourself from .
i) Always have as your goal a .
Stick
burnout
positive attitude
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j) deeper.
k) Never, ever take the attitude of “ .”
l) Help them understand .
Dig
it’s not my job
why
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m) Be willing to reach out to others for .
n) Listen .
o) Offer free .
fresh ideas
deeply
plastic bags
www.storesupply.com
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p) Keep the occupied.
q) Set aside for regular customers.
r) Offer to store .
kids
materials
bulky items
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s) Offer to find something for them.
t) Give directions to if helpful.
u) .
physically
another library
Call ahead
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v) Offer to with information.
w) Have “ ” available for their use.
x) yourself.
call back
tools
Introduce
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y) for seniors, mothers, or physically challenged patrons.
z) Don’t charge for .
Stand in
mistakes
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1 thing I will do
differently to go the
extra mile is:
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Thanks for being here today –
Now, have some fun goingthe extra mile!