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CUSTOMER SERVICE The goal of customer service is to be remarkable. To have customer service so amazing, your clients can t help but make positive remarks about it. I have borrowed some tips on customer service from the business world and adapted them to the library to guide your planning for remarkable customer service. Fix everything two ways. Fix the problem, and then figure out how to handle the situation so that particular problem never comes up again. Be positive. Find a way to have them check the basics without intimidating or making them feel inadequate. Make clients into fans. Take every opportunity to make your clients fanatically happy about their experience in the library. Take the blame. Claiming fault diffuses the situation and allows you to move toward a solution. Making positive assumptions is always a good move. The answer is always ,  YES! You owe it to your clients to get whatever they need. This often calls for creativity, imagination and teamwork. When you consider every person your library serves as a client, you are more likely to fight for each and every one. How do your clients feel when they leave your library? http://www.joelonsoftware.com/articles/customerservice.html Volume 1, Issue 1 Customer Service: the Key to Satisfied Clients October 11-13, 2007 Remarkable: Customer service so amazing, your clients can t help but make positive remarks about it. Be The Link WLMA Conference 2007 Marketing: Taking Your Message to the Masses The business world is also a very effective place to get some marketing tips. Here are a few that each library can do, no matter what your budget. Identify a target market. Who are the people you need to reach? Where are they now and how do you reach them? Develop a strong marketing message and hook. What do you have to offer your clients? How can you get their attention? Create one piece of marketing collateral that will attract prospects and set you apart. Get visible in your target market -- the manual way. Take it to the streets. Go where your clients are. Keep following up to build relationships and credibility. Be a walking, talking, advertisement for your library. New and creative strategies are only part of the solution. Be the person in your community that everyone wants to work with, and watch what happens! http://www.sitepoint.com/article/market-business-shoestring I am a new librarian. I am just starting my second year in this position. This is all still new to me...but here are some of the things I have tried, will try or hope to try in the future. Monthly newsletters to the staff: This is where I highlight what the library can do for each and every classroom. I always include a comic and a bribe. Frequent emails: I don t want to be annoying, but when I think of something that applies to the school, I let everyone know. Again, a bribe helps. Studio 791: A monthly talent venue in the library. I am trying to redefine how people think of the library. Book Club(s): One for students where we discuss topics. One for parents where we read school books. Information Literacy Classes: Teachers let me teach their classes for the day, while they get some professional development time. Resources: I love doing projects for teachers. Finding resources, uncovering activities...anything! Collection: I have put a lot of thought into improving the collection with our needs in mind. I love it when people ask for stuff. Library Visits: I am constantly inviting classes into the library for book talks and checkouts. Educational resources: I have positioned myself as a resource for teachers in their profession. I have also started a professional library. Student resource: I am always coming up with toolboxes and pathways to assist students. Administrative resource: I have made myself available to the administration as a project manager. I have only begun to insinuate myself into every aspect of my school! Ideas For My Library Practical Ways to Put Yourself Out There Page # Be The Link Volume 1, Issue 1 This story can fit 150-200 words. One benefit of using your newsletter as a promotional tool is that you can reuse content from other marketing materials, such as press releases, market studies, and reports. While your main goal of distributing a newsletter might be to sell your product or service, the key to a successful newsletter is making it useful to your readers. A great way to add useful content to your newsletter is to develop and write your own articles, or include a calendar of upcoming events or a special offer that promotes a new product. You can also research articles or find  filler articles by accessing the World Wide Web. You can write about a variety of topics but try to keep your articles short. Much of the content you put in your newsletter can also be used for your Web site. Microsoft Publisher offers a simple way to convert your newsletter to a Web publication. So, when you re finished writing your newsletter, convert it to a Web site and post it. This story can fit 75-125 words. Selecting pictures or graphics is an important part of adding content to your newsletter. Think about your article and ask yourself if the picture supports or enhances the message you re trying to convey. Avoid selecting images that appear to be out of context. Microsoft Publisher includes thousands of clip art images from which you can choose and import into your newsletter. There are also several tools you can use to draw shapes and symbols. Once you have chosen an image, place it close to the article. Be sure to place the caption of the image near the image. This story can fit 100-150 words. The subject matter that appears in newsletters is virtually endless. You can include stories that focus on current technologies or innovations in your field. You may also want to note business or economic trends, or make predictions for your customers or clients. If the newsletter is distributed internally, you might comment upon new procedures or improvements to the business. Sales figures or earnings will show how your business is growing. Some newsletters include a column that is updated every issue, for instance, an advice column, a book review, a letter from the president, or an editorial. You can also profile new employees or top customers or vendors. Be The Link 18821 Crown Ridge Blvd. Arlington, WA 98223 WLMA Conference 2007 This story can fit 175-225 words. If your newsletter is folded and mailed, this story will appear on the back. So, it s a good idea to make it easy to read at a glance. A question and answer session is a good way to quickly capture the attention of readers. You can either compile questions that you ve received since the last edition or you can summarize some generic questions that are frequently asked about your organization. A listing of names and titles of managers in your organization is a good way to give your newsletter a personal touch. If your organization is small, you may want to list the names of all employees. If you have any prices of standard products or services, you can include a listing of those here. You may want to refer your readers to any other forms of communication that you ve created for your organization. You can also use this space to remind readers to mark their calendars for a regular event, such as a breakfast meeting for vendors every third Tuesday of the month, or a biannual charity auction. If space is available, this is a good place to insert a clip art image or some other graphic. Phone: 360-618-6300 Extension: 3050 Email: kristine_copenhaver@asd.wednet.edu Your business tag line here. 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