With more and more online information being locked behind expensive paywalls and monthly subscriptions, libraries have an opportunity to once again take center stage as guardians of free and accessible information to the public. However, in order to compete with the convenience of making a quick and easy purchase from home, libraries need to prioritize the customer’s experience. The easiest way to do so is by having excellent customer service, but sometimes it’s hard to know exactly what that looks like. Below, we have some of the best tips and tricks to help anyone improve their interactions with customers.

1. Remember faces/names

Libraries have a massive advantage over bookstores in that the books they provide are free. Most libraries will also have places to sit down and read. These combined factors make libraries a perfect place for community building. Because of this, many libraries will see store regulars. An easy way to make a regular or repeating customer feel appreciated is to remember them. Librarians have the benefit of knowing names thanks to library cards, which makes it even easier to remember repeat customers. Asking them questions relating to the book they just read, or the book they’re checking out, is a simple and effective way to place that first brick in a positive customer-worker relationship. By asking simple work-related questions, you are not only receiving opinions on a book you might not have read, but you are also making the customer feel valued and appreciated. 

2. Quick and Efficient problem solving, even if it’s temporary

When customers visit a library, they don’t just compare their experience to other libraries, they compare it to every customer service interaction they've had. This means customers will be expecting an elevated level of customer service. Quick and efficient problem-solving is crucial for happy customers. When addressing customer concerns, remember to be kind and understanding; you often know more than they do. If a certain book is not available, try to gauge what they’re looking for and see if you can suggest alternative options. Who knows? Maybe you both share the same favorite author. If they are still adamant about reading the book you’ve suggested, let them know when the book’s due date is up so they have a better idea of when they can plan their next visit. If your library offers an emailing service, let them know and offer to email them when the book is available. Remember that everyone has bad days, and never take any negative remarks said by customers personally. Sometimes all you can do is your best. 

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3. Always go the extra step

A smile and a “welcome in” go a long way. Greeting customers on their way in is a great way to establish a friendly and welcoming environment. If a customer looks confused, ask them if they need any assistance. Sometimes customers are shy and worried about looking silly. Many people are uninformed as to how libraries work, so offering help is always greatly appreciated. If a customer does have a question, make sure to answer at an appropriate length, adding further context if necessary. Libraries can be confusing, so explaining as opposed to a simple ‘yes’ or ‘no’ is always a good route to take. Always be sure of yourself and don’t worry about accidentally over-explaining. Sometimes people need a little more information, and you are there to help them out. If you are unsure of the answer to a question, asking for help from a coworker is always a good idea. You are part of a team, and your coworkers are valuable resources in providing the best customer service possible. 

4. Read, Read, READ!

While it’s nearly impossible for anyone to read every book offered at a library, being a well-read and constantly reading individual will make your job much easier and more enjoyable. Discover the genres, authors, and stories you enjoy, but make sure to break out of your mold to expand your range. Customers will often have a favorite author or genre, and being well-read will allow you to connect with them much more easily. Reading lots of books will make you a professional at recommendations. Many patrons won’t have any specific books in mind and will turn to you for suggestions for what they should check out. Even if you're unfamiliar with the exact type of story they're looking for, your wide reading background can help you make meaningful and relevant recommendations.

While some of these tips may seem basic, they go a long way in providing excellent customer service! And for those who aren’t librarians, make sure to visit your local library for free and accessible media. 

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Ava Heiler is a Michigan-based comic artist, publicist, and amateur rollerblader pursuing a BFA in Sequential Art at the Savannah College of Art and Design. As an artist, she has a deep love and respect for picture books and the people who make them, as she believes they are an integral part of every childhood