Is the Customer Always Right?

This is a program outlining the best practices to engage with patrons even when they are wrong. Promoting respect for our patrons while still following library policies, how to find ways to say "yes", and helping determine "red rules" vs. "blue rules". I also ask attendees if they have any situations they would like help with determining the best way to handle them. 

Learning Objectives:

• Learn how NOT to apologize for doing your job by using more appropriate vocabulary
• Creating good policies to empower staff 
• Finding ways to "yes" by determining "blue rules" vs. "red rules" 
  

Presenters:

Demaris Hill is originally from Indianapolis, IN where she received her MLS from Indiana University. She began her career as a Childrens & Teen Librarian and has been Head of Outreach, Public Services Manager, Senior Circulation Manager, and Library Director. She brings her 21 years of library experience to the Flagstaff City Coconino County Public Library as the Deputy Director of County Services. She enjoys sharing her library experiences with fellow librarians and library staff.