A big thanks to Kathy Schalk-Greene, Mount Laurel Library for organizing this program, inviting me to be on it, moderating it, and sharing her great notes with us! -pete Notes from: “How DO They Do It All? Tips from Effective Library Leaders” NJLA Conference, April 25, 2006 Sponsored by the NJLA Member Services Committee A… Continue reading NJLA Program: Notes from: "How DO They Do It All? Tips from Effective Library Leaders"
I just finished watching Scott Pelley’s interview of Starbucks President Howard Schultz on 60 minutes and I’m inspired to share something that I wrote a few weeks ago but then felt shy about posting. Why the change of heart? It was something Schultz said early in the interview. He told Pelley that an employee had… Continue reading Little bits of what?
Practical Tip #2: Do daily walk-throughs. ZGirl beat me to the punch on this one when she commented on my last tip. Here’s what ZGirl had to say, followed by my comments: Another tip for creating a positive customer experience comes from past retail experience: do a daily walk-through of your library. Ideally, it should… Continue reading Tip #2: Do daily walk-throughs
For the next month or so I’m going to do a series of posts offering practical tips for creating a positive customer experience. Many of the tips will be ideas that can be immediately implemented, while a few will require a little bit of planning. I offer these tips as a smorgasbord, not a laundry… Continue reading Practical tips on creating a positive customer experience
In my day job, one of my core responsibilities is to provide continuing education opportunities to the staff of all 630 libraries (of all types) in South Jersey. My goal is to provide a slate of classes and workshops that will help library staff develop the skills they need to provide excellent library service to… Continue reading Continuing Education: What We Want v. What We Need