On my way home yesterday, I swung by the Brooklyn Public Library which has been doing much better in the customer service department since my initial encounter while getting a library card. I mostly just go there to pick up holds. I picked up my book and went to the checkout and greeted the clerk [...]
Archive for the ‘customer service’ Category
Brooklyn Public Library Update
Posted in customer service on January 17, 2012 | 3 Comments »
You Don’t Need a Cape to Be a Superhero.
Posted in customer service, Happiness, Leadership on December 14, 2011 | 1 Comment »
What is the recipe for success in any job? I stumbled upon this great article by Chris Guillebeau, How to Stand Out in Any Job. While I think his ideas have some obstacle in some situations, the spirit of these ideas and the practical applications are fantastic. I encourage you to read his article and [...]
The Used Car Lot
Posted in customer service on May 19, 2011 | Leave a Comment »
I can already hear the groans. I know very few people who enjoy going to a dealership or a used car lot to buy a car. It seems so much more civilized to purchase from a private party. But, if you need financing or want to test drive multiple cars at once or just appreciate [...]
Reality Checking Failure
Posted in customer service on December 10, 2010 | 1 Comment »
If you’ve been reading CCS for awhile, you know I’m not big on blame. I’m big on the seeing there is a problem and coming up with solutions part of assessing failure. I am part of a listserv for my town. Mostly I skulk, keeping up on local news and happenings from a homeowner’s perspective. [...]
Turn It Upside Down: Baltimore’s Virtual Supermarket Project
Posted in customer service, Health, Leadership on May 12, 2010 | 1 Comment »
When I was a kid, I remember a lesson in school where we were taught about optical illusions. Pictures that at first appear to be one thing; but, when you look deeper are also something else. The old lady / young woman drawing is probably one of the most commonly viewed. I was awed by [...]
Recital Nice
Posted in customer service, kindness on May 2, 2010 | Leave a Comment »
A few weeks ago, I went to my niece’s violin recital. Lauren is a willowy mellow musical 17, but her teacher takes students from ages 5 on up, so the program would feature many skill levels. Our family arrived early and so we spent quite a few minutes waiting for it to start. I looked [...]
Simplicity in Action
Posted in customer service, kindness on September 22, 2009 | Leave a Comment »
If someone wants help finding articles on a topic and I help them, but make them feel bad about it, they won’t feel like they got help. It won’t matter if they leave with a stack of articles and an armload of books that are perfect for them. If I’m a jerk, that’s all they’ll [...]
Kate Sheehan: Committed to Kindness
Posted in customer service, kindness on September 14, 2009 | Leave a Comment »
Last Spring I was fortunate enough to attend Computers In Libraries, which is a really great conference. After a full day of learning and feeling inspired by the workshops, I was waiting in my hotel room for my colleague. She came bursting in the room and said, “You are not going to believe what I [...]
Blame-a-palooza: Why a Culture of Blame Will Kill Innovation and Scare Off Your Customers
Posted in customer service, Leadership on August 27, 2009 | Leave a Comment »
Stuff happens. Customers leave angry or disappointed. Grant applications are denied. Events are poorly attended. Cataloging gets backlogged. Books wait to be shelved. Printers get jammed. Computers break down. Mistakes are made both by accident and by human failure. How do we deal with these moments? In many ways, assigning blame is inevitable. It’s how [...]
Life in a Sitcom
Posted in customer service on August 11, 2009 | 2 Comments »
I bought a condo, exactly one week ago. It’s always a little tricky dealing with mortgage brokers, lawyers, insurance agents, real estate agents. Buying a home is really a logistical obstacle course of multiple hoops to jump through. I’m not the greatest hoop jumper; but, I managed to pull it off and on time. The [...]
