Deep Thinking

Dorothy Reed is the greatest library assistant. I especially appreciate this since she was hospitalized Tuesday and won’t return for at least 2 weeks. It is the beginning of school. I haven’t finished making student barcode cards, shelf sticks, and labels for the nonfiction section (which we entirely shifted before school started) Our bookfair arrives in 2 weeks and I haven’t arranged all the volunteers yet. We have had 331 people using the library computers this week and I was out sick one day, so that averages 110 people a day. We had nine classes come in and check out within 2.5 hours today. By the end of the day 14 classes had been in. Two I taught using a powerpoint intro to the library (they did all the clicking), another I booktalked, another was a quick story. I had a meeting with a community volunteer leader to discuss the need for our teachers to be prepared before the volunteer shows up at the door. I arranged technology repairs with the technician and discussed the behind the scenes work I’ll do on the yearbook to help out. We had to double-load three buses today and make sure that all siblings were placed on the same bus. I coordinated the little man who brings books in for teachers to purchase for fun. I fixed the copy machine three times. I dashed into four classrooms to check their ethernet cables so they could test using the S.T.A.R and A.R. programs. (which I stayed until 6:16 p.m. typing in on Monday night). I managed to put away two carts of nonfiction books and checked out a HUGE number. Now, I’m home for 30 minutes putting stickers on the library cards. I do so miss my assistant Dorothy. Get well soon!

In my customer service role at my part-time position in a famous retail store, my area is called THE SOLUTION CENTER? The theory is that I can solve all customer problems there - be they catalog orders, returns, fitting info, complaints, etc. In practice I solve a myriad of additional problems - Can you page my child? Do you know anyone who does alterations? Do you think this is my color and on and on. Many do not directly relate to the store’s mission but they do make the customer’s shopping experience more relaxed, enjoyable, PROLONGED, and happy.

So, how can my school library be “the solution center”? One, if I can solve it, I do it. If I can train them to solve it themselves, I train them. If it technically falls under someone else’s job description and I’m supposed to generate a help ticket, I make a copy of the ticket for the person in need so they see that I have done this. If I can’t solve it, but I can get them in touch with someone else who can do it, then I connect them. If I can help, I do so. If I am swamped and can’t help, I honestly tell them that but make sure that they know their next steps and options.

Emotionally. I apologize often even when it’s not my fault. I have learned how to say “I do apologize for your bad experience.” It doesn’t mean it’s my fault they had a bad experience, but it recognizes their emotions. I don’t WANT people to walk around unhappy. I am simply validating that they have feelings. I do thank people for letting me know about potential problems that can be fixed and make sure that they see their role in the solution. “Thank you for telling me the A.R. computer doesn’t show this test. You may have helped other people who would want to take this test and are frustrated. Now that I know, I can fix it.” I thank people for coming to see me. Why do we say “thank you for shopping at….. Do come back and see us again?” yet we don’t say that to parents, teachers, and students? “Thank you for using your library. It makes my day to see you. I’m glad we could help. I’m glad we were there for you to print out that paper you needed.”