Why not Rove? We already give great service. I don’t want to leave the desk unmanned. We’re already busy. Patrons in the library want to be left alone.

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Presentation transcript:

Why not Rove? We already give great service. I don’t want to leave the desk unmanned. We’re already busy. Patrons in the library want to be left alone. I’m uncomfortable talking to those I don’t know. I can’t tell who needs help. I get a lot of “no’s” when I ask if they need help. Other staff have already covered it. I don’t know how to do it right. I’m afraid they will ask me something that I don’t know and I will have to take them to reference anyway.

Why not Rove? We already give great service.

Why not Rove? We already give great service. Helping people at their “point of puzzlement” will prevent customer frustration and keep them coming back.

Why not Rove? I don’t want to leave the desk unmanned.

Why not Rove? I don’t want to leave the desk unmanned. The goal is to provide service for customers wherever they are. Service at the desk and roving service do not exclude one another.

Why not Rove? We’re already busy.

Why not Rove? We’re already busy. Now is our chance to show the public that they need what we offer. Research shows that building strong relationships with customers positively affects future funding.

Why not Rove? Patrons in the library want to be left alone.

Why not Rove? Patrons in the library want to be left alone. The goal is to give help to those that need it, not pester or annoy those that don’t.

Why not Rove? I’m uncomfortable talking to those I don’t know.

Why not Rove? I’m uncomfortable talking to those I don’t know. There are different ways to approach roving and you can use what works for you.

Why not Rove? I can’t tell who needs help.

Why not Rove? I can’t tell who needs help. Seeing friendly, capable staff out from behind the desk encourages customers to ask for help.

Why not Rove? I get a lot of “no’s” when I ask if they need help.

Why not Rove? I get a lot of “no’s” when I ask if they need help. “No” doesn’t mean you are doing it wrong. The person is not rejecting you. It just means that person doesn’t need help at that moment.

Why not Rove? I don’t know how to do it right.

Why not Rove? I don’t know how to do it right. Roving service is all about helping people wherever they are in the library. There is no one right way.

Why not Rove? Other staff already have it covered.

Why not Rove? Other staff already have it covered. The goal is to help customers who need help. Staff need to be aware of what is happening beyond the desk and work together to provide help.

Why not Rove? I’m afraid they will ask me something that I don’t know.

Why not Rove? I’m afraid they will ask me something that I don’t know. A referral counts as a reference transaction AND you might learn something new!

Roving is the Future!