One of my co-workers had a good idea this weekend. He proposed that we adopt the sales model of service in the library and approach patrons as they enter the library and offer assistance. This is actually becoming a popular practice in libraries. It's called roaming reference, and it doesn't work exactly like that but it is similar to service you receive in retail locations. I'm still resistant to the idea, because I personally hate to be approached in stores. Certain stores train employees to be helpful ("helpful") to a terrifying degree. I would rather employees be trained to pick up on my body language cues. For example, when I avert my eyes as the salesperson approaches, scurry behind a rack of clothes, and pretend to carry on a conversation with the mannequins, this indicates that I would prefer to browse without assistance and that I'm finding everything just fine, thank you very much.
The brilliance of my co-workers plan, though, was in the second half. He thinks we should approach patrons and, instead of asking what they're looking for, anticipate those needs. "Hi, can I help you find materials for a school report today?" Or for that other type of patron we see so often, "Can I show you to the bomb making resources, sir?" We aim to please.
4 comments:
Wow, how ambitious! I think I'm like you--if I need help, I'll ask or at least look very lost and like I need some help because I am inept. I propose the following--perhaps the library could sell buttons to patrons who like to browse, as you like to do in a retail store. They could say something like, "I'm browsing, thank you" or "I don't need any help today, but maybe next time." Not only would these patrons be happy to be left alone, but the library could also raise some money. Also, you wouldn't have to approach unnecessary numbers of people. Every one would be happy.
Or you could be like the Family History Library and if a patron needs help they simply raise their hand and then someone comes over to help out. That would be great. If you knew you were going to need help you could just step inside the library and raise your hand. Couldn't you just see it? Random people standing all over the library with their hand raised. Sorry, I'm feeling a little silly today. I actually am with you on the scary helpful people in retail. Besides, I was raised in libraries and already know where the bomb-making books are.
I work in a special library with a lot of smart people as patrons. They don't like to admit they need help so they cage their questions like they know what they are looking for but actually don't. I usually look for the lost look on their face or the fact they have stared at the same shelf for the past 20 minutes and haven't grabbed anything.
I went to a scary Ann Taylor Loft that had uber scary retail people. After the third person came up to me, I had it. "I finally said you are the third person who has asked me if I needed help. If I want it, I will ask for it." She cowered away. I haven't stepped in that Ann Taylor again.
Moo-You are wise beyond your years.
Yankee Girl--I'm down with hand raising. And I'm glad you were raised right and know your way around the library. Makes life so much easier for library staff.
Abby--We have a lot of library patrons like that, too. I understand how it is. I don't like asking for help myself.
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