What Customers Really Want: Getting Back to Basics - NEFLIN (12/10/19)

Isn’t it wonderful when we can offer our customers the latest in programming and technology? They love it – and so do we! And yet…even when we offer the “latest and greatest,” that doesn’t guarantee a delighted customer.

Of course, we should still strive to stay competitive in today’s fast-changing environment, but maybe we need to occasionally step back and see how we actually deliver our services through our customers’ eyes.

So what do our customers really want? In many cases, it’s the simple basic courtesies and attitudes that will bring our customers back time after time. After all, they can find information and entertainment in a myriad of places these days – places that are actually competing with our libraries. But can those places make your customer feel valued and appreciated? Maybe…maybe not. But you definitely can!

In this half-day workshop, we’ll talk about getting back to basics. As the old saying goes, “it’s not rocket science,” but sometimes we just need a little time to reflect on how our customers “see” us. We’ll discuss how – when we get back to basics – we promote a positive image for our library so that, not only do our customers feel appreciated, they’ll appreciate us right back.

Trainer: Linda Bruno

Linda has been developing and conducting training workshops for libraries and other organizations for more than fifteen years. She offers workshops on topics ranging from Leadership Skills to Emotional Intelligence – and lots of areas in between!

Linda received her MBA from the University of Florida and has years of experience in hands-on management positions. She develops her workshops based on solid research and – more importantly – real-life application. Linda is also certified with DDI and Achieve Global.

Cost: NEFLIN classes are free of charge for Florida library staff.  Registration is required for all classes and NEFLIN members get priority.