|What's Your Experience?|
If you value your library as one of your local treasures, ask yourself why is that so? We know from the Strategic Planning Community Survey and meetings that you appreciate the collections,
the online services, and the programs. We also know from these comments, emails, and other communications that you appreciate and are willing to acknowledge good customer service from trained staff.
In our high tech world and too busy schedules, personal attention — the friendly smile, the prompt and competent answer to a question — cannot be overestimated. WCLS is passionate about what we do and about the people we serve and how we serve them.
Setting the bar high for your library experience, however you define that and whether you are visiting your local library branch or checking in online, will be part of the work of the new Strategic Plan. In that spirit, I want to encourage you to continue to communicate when you are satisfied, surprised, unsatisfied, disappointed or ecstatic about any of our interactions. Contact me directly or fill out one of our comment cards. In the end, we are establishing a relationship and here is one of my favorite quotes on that topic:
“I've learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.”
Joan Airoldi, WCLS Director