Dazzling Story Winner!

We have a lovely customer who has used us for many years. I made a terrible faux pas one day – after complimenting her on her weight loss – she informed me that her significant other and left her and the stress has caused her to lose weight (oops)! Another day she came in walking with a cane – her Multiple Sclerosis was acting up!

Last week she came in, walking with her cane and wanted to pay her fine as she owed too much to access the library on line. As she got out her money she mumbled that she’d had a bad week and had spent it at home. When I said I was sorry to hear that she said that her MS had acted up. Her speech was slurred and her eyes were red-rimmed. I said, “ Let me help you today and clear your fines” “No,no,” she wanted to pay. I told her that sometime, everyone deserves a break and today it was her day.

I wouldn’t have known about this customer’s personal problem and been able to help her but I had that personal connection (good & bad) with her over the years.

Act of Kindness

It always amazes me when a customer thinks that "doing my job" was an act of kindness, in other words, Dazzling Service.
An elderly gentlemen came in to return and sign out items. He was pleasantly surprised when I offered to renew the items at home. To us as staff, that's doing our job. For my act of kindness he gave a laser light from his key chain and insisted I accept it.

Literacy-what a gift!!

A young mom came in with her 10-month baby because she had been given a coupon for a free library card for her child. She was suprised to find out that kids could get cards no matter how young they were. While making the child's card I asked her if she had a card- an opportunity for one more membership (I thought). She was reluctant to say no and went on telling me that she had difficulties reading. She had read to her little girl as a newborn but now it had become very difficult. I offered her a library card, told about Reading Advantage with contact name and signed out a couple of boardbooks. She left very happy.

More Than You Expect

A gentleman approached the desk and asked if there was any possibility that I might know of any resources for a family that homeschools children who are stuggling with their reading and math. So I think "where do I begin"... I showed him the library website and the E-library resourses for students and parents, I showed him the best websites links to the school curriculum and I told him of the homework club, reading buddies, computer buddies and library camp. I gave him the program guide to read and of course he also left with an armload of books that we found him, a big smile and a promise to return soon to learn more. He could not believe all of what I showed him and I assured him there were more resources and books if and when he needed them. On leaving he said..."The library is great. There sure is more than you expect. I don't know why I waited so long to return to the library."