Focus on the Experience
Starbucks experience. The commodity, product, service, experience.
Starbucks is more than just a cup of coffee. It’s an experience.
What is the difference between a library service and a library experience? Making this much more than a bunch of products. We’re in the experience business.
Memorable experience. Be viable to the community. Bring people back again and again and again. Be the literary Starbucks of your community.
How many people have been to Disney amusement parks at least once. One person in the room has been scores of times (inspector guest). Very first time guest (WOW guest). Very time experience: Wow. Disney has built an experience from the moment you walk in the door. Wow. Over and over again.
Inspector guests just are experiencing what they’ve seen over and over again. Yet notices very very tiny little details. Tiny little mosaic tiles.
What are the mosaic tiles in your organization? That create the experience for our customers coming in the door? Why they come into the library? What are those wows? Make every moment count.
What is one of the commonly asked questions at the magic kingdom?
* What time is the 3:00 parade?
How many experiences are transactions and how many are interactions? The opportunity in the question “What time is the 3:00 parade”, is the interaction, not the transaction “it’s at 3pm”. The interaction, talking about a good location to watch the parade, and where are you from, and interacting with them. People remember the interactions, not the transactions.
Are we more than our collections? Heck yes! Librarians offer an experience — an interaction, not just transactions (checking in and out books).
Ladies and gentlemen serving ladies and gentlemen.
Your job is not to be “title/position.” It is to create happiness, at Disney. “We create happiness.” What does this look like? Go out of your way to make people’s experiences the best. Ever. Go above and beyond.
It’s not about the books-it’s much bigger. It’s about the experience in our libraries. “We inspire discovery” –Hays Public Library
Hays Public Library: safety, courtesy, presentation, education, efficiency
Treat Patrons Like VIPs
Styles: Analytical; Driving; Amiable; Expressive.
Analytical: Logical; Thorough; Serious; Systematic; Prudent
Driving: Independent; Candid; Decisive; Pragmatic; Efficient
Amiable: Cooperative; Supportive; Diplomatic; Patient; Loyal
Expressive: Outgoing, Enthusiastic; Persuasive; Fun-Loving; Spontaneous (also critics)
What is a VIP? (Common Very Important Person) But actually, Very Individual Person.
Our job is to meet the individual needs of what people need. G
Golden Rule: Do unto others as you would want to have done unto yourself
What is the platinum rule? Do unto others as they would want to have done unto themselves
Customer service is not just about being nice. Understand need of individual. Provide what they would never expect–but need.
Smile, Darn Ya Smile
- Why Smile?
- Makes us more attractive
- Provides us greater attention
- Boosts our immune system & overall health
- Takes less muscles than frowning
- Releases endorphins that act as natural painkillers
- Makes us look younger
- Becomes contagious
S Serve – About Service. Not Serve Us. About Giving
M Mirror – How you look is a reflection of how everyone else looks. If you’re not smiling who is.
I “I Choose” At the end of the day, we have bad moments. It’s hard. Hominy hard. Things get tough. When we go into the library, we choose what we want to be and how to respond. Do not choose to be a victim. Choose to love it.
L Lighten Up — It’s a book.
Thank You For Changing My Life
As Jeff Kober was flipping through National Geographics as a kid in his school library during his lunch hour, he stumbled upon an issue that described the Magic Worlds of Walt Disney. He was fascinated. He looked at it again and again and again. He went to the librarian and asked if he could keep the magazine, and she said yes. He still has it.
Possibilities were endless and life was magical.