G OING THE E XTRA M ILE A 60- MINUTE W EBINAR 1 Presented by Linda Bruno

2 Think about an “extra mile” situation that you have experienced as the customer. What specifically made it “the extra mile”?

3 1)What are some aspects of your patrons’ experiences that they logically expect ? a) b) c) courtesy assistance non-judgment

4 d) e) f) g) no discrimination selection outreach/programming relevancy

5 h) i) j) k) safety accessibility ? ? ?

6 2) With all of the ways you are already, how can a library staff member possibly go the extra mile? a)Greet every patron with and a. proactive eye contact warm smile

7 b) Actively for patrons who seem to need assistance. c) View your library from their and make adjustments accordingly: d)Make it a point to know. look perspective their names

8 e) Help them to. f) Offer services that have no to the library: their car real “connection” “Death by Chocolate” party music tool borrowing karaoke tool borrowing seed exchanges

9 g) with ‘em! h) Protect yourself from. i) Always have as your goal a. Stick burnout positive attitude

10 j) deeper. k) Never, ever take the attitude of “.” l) Help them understand. Dig it’s not my job why

11 m) Be willing to reach out to others for. n) Listen. o) Offer free. fresh ideas deeply plastic bags

12 p) Keep theoccupied. q) Set aside for regular customers. r) Offer to store. kids materials bulky items

13 s) Offer to find something for them. t) Give directions to if helpful. u). physically another library Call ahead

14 v) Offer to with information. w) Have “ ” available for their use. x) yourself. call back tools Introduce

15 y) for seniors, mothers, or physically challenged patrons. z) Don’t charge for. Stand in mistakes

16 1 THING I WILL DO DIFFERENTLY TO GO THE EXTRA MILE IS :

17 Thanks for being here today – Now, have some fun going the extra mile!