Are you the Solution Center?
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.”
