Saturday, September 29, 2007
What do libraries and movie theaters have in common?
Libraries and movie theaters actually have TWO things in common. Both venues prohibit the use of cell phones and both venues are patronized by individuals who selfishly flout that rule. No use of cell phone in the library means that you may not answer your cell phone if you forgot to turn it off. "No cell phones" means that you silence your phone and should you forget to do so and someone calls, "no cell phones" means hit that "dismiss" or "ignore" button on your phone. That's what voicemail is for. If you're expecting an important call that must be answered when it is placed? Do not be in the library at that time. Barnes and Noble has books too. I am amazed by others' selfishness.
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2 comments:
Wow...you need to rethink this. This is just the kind of attitude that
Yes, have policies. Yes, enforce them - nicely.
But you can't be so angry at your customers. They are your customers. They are your guests. Our guests.
We need to stop being so inward looking all the time.
I've worked in public libraries in the US and overseas for many years, and suffice to say, yes the world is changing, and the retail/experiential model for libraries is the way we need to go - open, comfortable, accessible, well lit buildings with exciting events, awesome collections and top-notch customer service.
And take down all the signs that start with 'No...' food/cell phones/etc.
There are customer friendly ways to enforce policies and to make an inviting environment for all. Yes, some people take advantage of it; yes some people are selfish. But make people feel uncomfortable or selfish or rude with such anger, and they won't come back. Period. And libraries can't afford that.
To anonymous:
I agree that patrons are customers and should be viewed as such but they need to hold up the end of their bargain as well. I think patrons display varying degrees of "guest-like" behavior across the United States and beyond. Where I work self-entitlement and impatience dominate over politeness.
I'm not angry, I'm fascinated by how the public in my area carries itself. It almost seems that when a service is perceived as "free,"* people do not take seriously that they must treat this seemingly "free" service with the same respect that they would offer to any other service that is "free" or otherwise.
*Naturally it's not free since we all pay taxes toward it -- a tiny amount but those taxes are there nonetheless.
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