Who Are Your Top 10 Borrowers?

Growing your library isn’t just a worthy goal; it is a necessity for your survival. But growth requires focus – a focus on your number one market. A business doesn’t grow by treating all customers equally and neither should libraries. Now, before you respond with: “but we’re part of council and we must serve all…

3 Things To Add To Your Library’s “Stop Doing” List

Times are crazy. The recession may have caused libraries to be more fiscally responsible but it’s also increased the number of customers coming through the door. Trying to do more with less is a sign of the times and it isn’t going to go away in a hurry. To help you accomplish more with less,…

What I Learnt Yesterday About The Customer’s Experience

Yesterday I had three customer experiences that offer some practical lessons for libraries. Customer Experience #1 I called my telecomms provider to see if I could get a better deal on my account. After going through the automated options I learnt that I would be in a queue for seven minutes before reaching a service…

Is Customer Service Dead?

Last weekend my laptop screen gave out.  I decided to check out a couple of retail stores to see what was on offer before making a decision on getting it repaired. At the first store we went to the salesperson schmoozed over and proceeded to tell us the specs of the laptop we were currently looking at…