Use your time wisely

Just STARing @ Goody right about now and had a couple 'o' random thoughts that I wanted to share...

We are far enough into RFID land now that the majority of customers are totes accustomed to our kiosks, and are merrily ticking along borrowing and returning. But even though they are happily using them, there are two key things that I think it is so worth keeping an vigilant STAR eye on...


The first one is 'are people borrowing items one by one?'. If they are please take the required mere seconds and let them know about the awesome that is brought about by borrowing a huge pile 'o' stuff @ once.


But why? Well because this is such a huge time saver for them and as much as we love their company, we want them to maximise their time and get the full benefit of RFIDness. Plus people are so stoked when you tell them, and who doesn't love stoked customers?!?


The second was about the importance of making sure people are across the whole 'putting the item on the right or left trolley thing'. Just watch people (not creepily over their shoulder of course!) and just observe that they're down with this. It takes seconds to let people who might just be dumping everything on one trolley know, but it's a great investment of time - and it's a once (or maybe twice!) off - once they know, they know and will do it correctly in future. You can let them know why we do this (to keep all the requested items and items going back to other libraries aside) because people appreciate it more when they know why they are doing a thing.


But why? Because it educates our users and also because it saves us a tonne of time chasing down things like holds that have been shelved in the open collections. It also offers a better customer experience because items are where they say they are on the 1LMS.


So keep on being amazing STARs and think of ways to best utilise your time to even further enhance our sweet as Unley Libraries customer experience.