1. Outreach Services Standardizing Services to Enhance the Customer’s Experience

2. “Order is the shape upon which beauty depends”. - Pearl S. Buck

3. STANDARD Read more: http://www.businessdictionary.com/definition/standard.html#ixzz23A2iLEnehttp://www.businessdictionary.com/definition/standard.html#ixzz23A2iLEne Universally or widely accepted, agreed upon, or established means of determining what something should be.

4. The STANDARD Our PROMISE Becomes

5. CUSTOMERS  Have expectations  Recognize changes

6. STANDARDIZATION Formulation, publication, and implementation of guidelines, rules, and specifications for common and repeated use, aimed at achieving optimum degree of order or uniformity in a given context, discipline, or field. Read more: http://www.businessdictionary.com/definition/standardization.html#ixzz23A3q3Qayhttp://www.businessdictionary.com/definition/standardization.html#ixzz23A3q3Qay

7. Touch Points with Customers

8. Benefit of Standardization Measure Quality & Quantity RETURN ON INVESTMENT STAFF PERFORMANCE SYSTEMS CUSTOMER SATISFACTION

9. Customer Satisfaction  GOODWILL  LOYALTY  SUPPORT FINANCIAL AND POLITICAL

10. How confident is your customer? Customer Satisfaction

11. Consistency & Continuity Lay the service foundation to generate consumer confidence. Customer Satisfaction

12. Standardize Identify Service Components  Objectives  Elements

13. Standardize Plan for When You Can’t Deliver

14. The Strategy Adopt the Customer’s Point of View

15. Outreach Workflow

17. Bookmobile Service School Year

18. Factors motivating the service review:  Customer Safety  Customer Complaints  Multiple teams serving the same locations with different approaches Bookmobile Service School Year

19. Laying the Service Foundation

20. Know Your Customer  Behaviors  Preferences Step 1. Define Service Objectives Set the Standard

21. Define Service Objectives  Create library browsing experience for preschoolers  Safe boarding and exiting of bookmobile  Maintain consistency with service content Bookmobile Service School Year YEAR 1

22. Time  Time of day  Length of duration Space  Customer receives  Customer’s perspective Step 2: Define Service Elements Set the Standard

23. STAFFCUSTOMER RECEIVES DRIVERMUSIC PLAYING WHILE BOARDING Safety OTAWELCOME / GREETINGS DRIVERTAKES RETURNED MATERIALS OTAGROUND RULES REVIEWED Safety OTAWHAT’S NEXT EXPLAINED Bookmobile Service Laying the Foundation BEGIN “HELLO” 5 minutes Our Promise Time Year One

26. STAFF ASSIGNEDCUSTOMER RECEIVES OTABROWSING EXPERIENCE OTAREADER’S ADVISORY OTA & DRIVERACCOUNT RESOLUTION OTA & DRIVERCHECK-OUT OTAREJOIN GROUP & SIT DOWN WITH BAG OF BOOKS MIDDLE Our Promise 20 minutes Time Year One Bookmobile Service Laying the Foundation

29. STAFF ASSIGNEDCUSTOMER RECEIVES OTATHANK YOU FOR PARTICIPATING AND YOUR GOOD BEHAVIOR OTAENCOURAGED TO VISIT NEIGHBORHOOD LIBRARY DRIVERMUSIC PLAYING Safety OTASTOP & GO EXIT ACTIVITY Safety CLOSE “GOODBYE” Our Promise 5 minutes Time Bookmobile Service Laying the Foundation Year One

31. Bookmobile Service School Year SERVICE ENHANCEMENTS  Simplify the return of materials for care providers  Model and practice early literacy skills with preschoolers and care providers  One on one practice of early literacy skill at check-out YEAR 2

32. STAFFCUSTOMER RECEIVES DRIVERMUSIC PLAYING WHILE BOARDING OTAWELCOME / GREETINGS DRIVERRETURNED MATERIALS Burgundy bags OTATEACHERS SIGNS IN CLASS Safety OTAGROUND RULES REVIEWED OTAWHAT’S NEXT EXPLAINED BEGIN “HELLO” Our Promise 5 minutes Time Year Two Bookmobile Service Enhancements

35. STAFF ASSIGNEDCUSTOMER RECEIVES OTAQUICK & EASY EARLY LITERACY ACTIVITY OTABROWSING EXPERIENCE OTAREADER’S ADVISORY OTA & DRIVERACCOUNT RESOLUTION OTA & DRIVERCHECK-OUT & ‘MY TIME’ OTAREJOIN GROUP & SIT DOWN WITH BAG OF BOOKS MIDDLE Our Promise 20 minutes Time Year Two Bookmobile Service Enhancements

38. STAFF ASSIGNEDCUSTOMER RECEIVES OTATHANK YOU FOR PARTICIPATING AND YOUR GOOD BEHAVIOR OTAENCOURAGE TO VISIT NEAREST BRANCH Show picture of branch DRIVERMUSIC PLAYING OTASTOP & GO EXIT ACTIVITY Bookmobile Service Enhancements CLOSE “GOODBYE” Our Promise Year Two 5 minutes Time

40. What do you offer customers when you can’t deliver?

41. Fall Back Position Compensate the Customer to Keep or Build Goodwill  Exception to the Rule  Consolation Prize

42. STAFF ASSIGNEDCUSTOMER RECEIVES OTACLASSROOM VISIT OTAPICK UP RETURNS OTADELIVER BAGS OF BOOKS Bookmobile Service Visit with a Van FALL BACK POSITION 10 minutes Space = Service Elements Our Promise

43.  Setting Up a New Service  Trying to Solve a Problem  Introducing Something New S TANDARDIZING S ERVICES

44. STAFFCUSTOMER RECEIVES BEGIN “HELLO” Your Promise __ minutes Time _____________ Service

45. STAFF ASSIGNEDCUSTOMER RECEIVES MIDDLE ___ minutes Your Promise Time _____________ Service

46. STAFF ASSIGNEDCUSTOMER RECEIVES __________ Service CLOSE “GOODBYE” Your Promise __ minutes Time