using retail customer service tools to improve circulation ... · total visitors fy 2017-2018:...
TRANSCRIPT
Using Retail Customer Service Tools to Improve
Circulation Services at the Marion Public
LibrarySue Gerth, Circulation Services Coordinator, Marion Public Library
*U.S. Census Bureau
Marion population: 38,400 (2017)*
Cedar Rapids population: 132,228
(2017)*
Hiawatha population: 7,353 (2017)*
Total Visitors FY 2017-2018: 344,397 (increase of 7.8% over FY 2016-2017
(319,347)
New Cards Issued:FY2017-2018 2,762
(increase of 22.4% overFY 2016-2017
2,257)
Source: Marion Public Library Board Report, June 2018
Total Circulation* in the Metro Library Network 2016-2017:
Cedar Rapids: 1,027,369
Marion: 655,928
Hiawatha: 241,490*Electronic and physical materials
Source: State Library of Iowa
**
The Circulation Area
Could be confusing to customers: where do I go?
Shelving arrangement created barriers to easy access of materials
So many signs!
How to slow down customers when they enter the library?
Circulation assistants not comfortable taking care of customer issues
We’ve outgrown our library space: how to make it work?
Goals:
*Decrease turn-around time for customer holds
*Improve customer access to recently returned titles
*Remove barriers to library card use
*Improve communication within the Metro Library Network
*Get to Yes with excellent customer service
Simple Things Add Up to
Great Customer Service
Rubber Bands
Keeps holds together, saves customer time
Moved Book Drop
Email receipts
option at all Circulation
desks
Put yourself in the customer's place
Small changes in merchandising materials makes a big difference
Red bags for transit items in Metro Library
Network
Introduced Recently Returned Carts
Make it easy for the customer
(We're here for them!)
Exceed customer expectations every
time
Image source: Google Creative Commons Image
What's next for the Marion Public Library?
Sue Gerth, Circulation Services CoordinatorMarion Public Library
Marion, Iowa
Email: [email protected]