Thursday, April 20, 2006

Tip #2: Do daily walk-throughs

Practical Tip #2: Do daily walk-throughs.

ZGirl beat me to the punch on this one when she commented on my last tip. Here's what ZGirl had to say, followed by my comments:

Another tip for creating a positive customer experience comes from past retail experience: do a daily walk-through of your library. Ideally, it should be done in the morning, before the library opens. Train yourself to walk through all areas while doing visual scans: what needs to be straightened, “fluffed”, cleaned, restocked, etc.? Pick up any trash that may be lying around, push in chairs, straighten piles of handouts/bookmarks, check your signs for currency (I hate seeing outdated signs), check book displays for neatness and fill in books as needed, write down any major problems that you can’t take care of immediately (repairs, lighting, IT issues, etc.) and report them to the appropriate person/department ASAP. If time allows, do more than one walk-through a day. Train others to do it. Pretty soon, you’ll start to do these ‘visual scans’ automatically throughout the day, without even thinking about it.

Other than a hearty agreement, I don't have much to add to Zgirl's suggestions other than this point: It can also be useful to do a virutal walk-through (a "click-through"?) of your website. Clean up those broken or outdated links. View your website through various browsers and screen resolutions to make sure your websites are viewable and properly scaled. Every page doesn't have to be perfect, but it should be accessible and readable through the most common browsers (IE, Firefox/Mozilla, Safari) and screen resolutions (1024x768 is the most common, followed by 800x600. )

Next up, Walk Throughs... (no, that's not a typo. yes, I meant to capitalize.)



At April 21, 2006 6:36 AM, Blogger Cielle said...

Enter the library through the same door(s) your customers use and take off the staff blinders. Look at what they see first. Are there too many posters, fliers, etc? What's occupying the prime real estate just inside the front door? Is there an eye catching display there or a bunch of book carts with books waiting to be reshelved?

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