According to the CEO of the highly successful online shoe retailer
Zappos, if you get your organizational culture right, then everything else follows naturally---excellent customer service, sales, performance.
Are you scoffing? I recommend taking 50 minutes to listen to the
podcast from CEO Tony Hsieh. There are many pearls contained therein.
It's worth thinking about the culture in any given library and what changes could be introduced that would specifically raise the bar of customer service. I know that not all of the mechanisms used by Zappos are realistic in a library. For instance, if you could offer each library employee $2000 to quit in order to weed out those lacking passion for their work, would that even achieve the desired end? It's just great food for thought and maybe for a conversation ...
Thanks to Tim for telling me about the podcast.
