Quality Customer Service on a Budget

1. Quality Customer Service on a Budget

2. Agenda • Recent Events @ FWL • Budget challenges • Evolving role of library services • Shared Management Model • Considerations • Organization Model • Customer Service Training • Think Yes! Concept

3. Budget Challenges • City of Fort Worth has faced budget deficits the last several years. • FY2013 - Each department was required to submit budgets with at least a 10% reduction($2M). • FY2013 - The library department’s approved budget was a 6% reduction($1.3M).

4. 21st Century Library

5. 21st Century Library • How will a city provide library services that are a combination of audience and content driven? • We have always been good at checking out items (content) to our communities. What can we do differently to provide library services that also account for audience participation and builds community? • How does the CFW offer a combination of tangible and digital objects? • How does the CFW need to engage with its community through the digital realm? • How does the CFW create a multi-directional service model? (co-created experiences involving institution, audience and other) • How does the CFW offer library services that (1) engage the community to create experiences, (2) develop stories and (3) make the stories and experiences accessible back to the community?

6. 21st Century Library • How does the CFW focus on community engagement and experiences? • How will the CFW engage with the community in a more efficient streamlined manner? • How does the CFW enhance knowledge and 21st Century skills? • What does the CFW need to do to improve the knowledge and skills of its communities? • How does the CFW acts in highly collaborative partnerships with other organizations? • What does the CFW do to build a more collaborative relationship with its community partners?

7. 21st Century Library • How does the library become more embedded in community? (aligned with and acts as a leader on community needs/issues) • How does the CFWL become more assertive in fulfilling the needs of our communities? How does it become a member of the community versus a part of it? • How does the CFW embrace learning outcomes in a purposeful way? (content knowledge and 21st Century skills like critical thinking are visible, international outcomes of audience experiences) • The CFW can show value in its library services beyond the hard numbers. Some services seem to be inherently important, but how does the CFW capture and communicate this value? • How does the CFW produce content co-created among diverse partners and audiences; and make it accessible in multiple ways? • How does the CFW embrace the diversity of its communities? How does the CFW lead the effort to capture co-created content among its diverse community partners?

8. Considerations • We needed to move more quickly to address the questions facing us as a 21st Century library. • We needed to preserve the unique role of the librarian in the organization. • We needed to a system that would not sacrifice customer service levels. • We needed a system that would not close any libraries, reduce hours or reduce the materials budget. We decided upon a “Shared Management!”

9. Shared Management

10. How we adapted? • Training is being provided. A service plan was created and implemented. • Orientation was given to each new library employee. • Communication. We meet with staff numerous times to explain the changes and clearly state our expectations. • An emphasis is placed on enforcing our policy consistently in each new location. • Senior Librarians meet on a regular basis to share and network. • Direct Customer Service Training – Think Yes!

11. THINKYes! Customer Service Initiative presented by Multnomah County Library

12. What is Think Yes?

13. Our 5 Service Principles • Think Yes! attitude • Patron-oriented service • Friendly, welcoming attitude • Proactive, personalized customer service • Team players

14. How do we do it? Communication

15. How do we do it? Integration

16. Define Success • Create Service Principles with detailed examples of desired behavior. • Model and practice the Service Principles in trainings and work groups. • Remember the 3 Cs: make a connection, have a conversation, then create options.

17. Friendly, welcoming attitude • Welcome to your library • Can patrons see that you want to help them? • Where’s your badge? • Remember: It’s easier to be nice than nasty

18. Proactive, personalized service Be where your patrons are

19. Patron-oriented service Who is the library for?

20. THINK Yes! • Give positive options • Help patrons navigate the library

21. No Phrases vs. Yes Phrases

22. No Phrases vs. Yes Phrases

23. Be a good team player Use Think Yes skills with coworkers

24. THINKYes! How do you make it work at your location?

25. Laying Groundwork • Collaboratively create team agreements • Aspire to be emotionally intelligent • Use staff strengths to overcome weaknesses • Model behavior you expect • Don’t shy away from difficult conversations • Use humor/fun • Ask for help

26. Sustain the Change • Check-in regularly with staff • Use daily language that reflects expectations • Communicate • Recognize when staff need help • Be identifiable & proactive in public spaces • Develop service space that encourages staff collaboration

27. Communicate, Communicate, Communicate

28. The Future of Think Yes! • Take advantage of unique staff skills • Use mobile technology in public spaces • Incorporate service goals in staff annual reviews • Routinely do team building activities • Encourage continuing education • Celebrate successes!

29. Think Yes! Customer Service Team • CorinaDhanji, SEM Customer Service Representative I • Debra Miller, NRW Librarian • Christina Garcia, CEN Adult Services • DemarioHamiliton, Library IT • Michele Lee, CEN Youth & Teen Services, LA II • Christina Lockridge, CEN CMD UniT • Deniece Middlebrooks, SWTR LA I • Debra Miller, NRW Librarian • CoCo Parrish, CEN CMD UNIT • Mary Sexton, EBY Senior Librarian • Shelia Barnett, Regional Manager, Co-chair • Rebecca Caldow, RDG Senior Librarian, Co-Chair • Adam Wright, Assistant Director – Public Services, Administrative Liaison

30. Your Questions adam.wright@fortworthlibrary.org awright@40geeks.com Presentation can be found at: http://www.40geeks.com Click on the About page.