Customer Service in the Public Library

I think people often forget that while a library may be a free public service, it is still the job of the library to provide good customer service. Just because people are not going to walk into the library and make a sale does not mean that the library workers do not have to treat the patrons respectfully.
I read an article about good service in the public library. One quote that was particularly interesting to me said, "A really nasty encounter with a library staff member can undo the goodwill of ten years of outstanding service" (Schlipf, 2008). This is so true about the library and any other place where someone receives customer service. I was just telling a story at dinner with friends the other night about going to a restaurant for the first time, being treated rudely by the waitress, and never going back because of it. Just think, one rude encounter with someone in a library could make a patron do the same. Sadly, unlike a restaurant, there are not as many other options out there for someone who chooses to not return to a library. A library is paid for by taxpayers, and it is up to the people who work in the library to treat all patrons with respect and courtesy. After all, they may be the very taxpayers who pay their salaries. I think this is also very important with young people, because a bad library experience early in life can turn them away from libraries forever. My own students come back from the media center at my school with stories about being yelled at for no reason, and then they just want to borrow books from me instead of going back.

The other interesting idea in the article was about the way libraries are set up. It discussed how most people want the "Barnes & Noble" feel to the library when they walk in: good lighting, comfortable seats, plenty of interesting books, and friendly workers. However, most libraries are not like this. Often when you walk into a library, the first thing you see are the computers. At my local public library, I never notice attractive book displays or areas that seem like good places to read in. It is not a comfortable, welcoming environment, and usually I do not linger. I think it is a good idea for libraries to rethink the ways they are arranged and try to keep up with what people are looking for.
The article also discussed getting rid of the card catalog quickly as being a bad idea....this part of the article I cannot agree with. As someone who grew up with the card catalog, but also grew up alongside computers, I remember the frustration of searching in those drawers and the relief when I started being able to search on the computer. I guess I can see that other patrons might have had an issue with this, especially those not familiar with computers, but for me it was a great sight to see those shelves emptied.
Schlipf, F. (2008) Grumpy observations on good public service. Illinois Library Association Reporter, 26 (1), 39.