how to become the nordstroms of public libraries

I was cleaning off my desktop and came across this little helpful list from an old ALA program How to Become the Nordstrom of Public Libraries [word doc] by Robert Spector. You’ll notice most of these items don’t even cost anything.

1. Provide Your Customer With Choices
2. Create An Inviting Place for Your Customers
3. Hire Nice, Motivated People; (Hire the Smile, Train The Skill)
4. Sell The Relationship: Service Your Customers Through The Products And Services You Sell
5. Empower Employees To Take Ownership
6. Dump The Rules: Tear Down The Barriers To Customer Service
7. Promote Teamwork
8. Commit 100% To Customer Service