Exceptional Customer Service

Greetings,

The opening of Inversion Coffee House at Central is receiving a lot of attention in local media and is even being discussed in City Council, where members, staffers, and attenddees are being encouraged to visit Cental.  With this attention, we are expecting an influx of new customers.  It is extremely important when working with new customers we make as positive an impression as possible.  

I know that our staff works hard to deliver exceptional customer service on a daily basis.   This is a real chance for us to continue to do this and attract some new customers to the library.  So, I am asking that all staff commit to being as friendly and helpful as possible and to delivering great customer service to everyone they help or encouter in the library.    I would further stress that staff be exceptionally helpful to folks getting new cards, as the benefits of a library card will be heavily promoted.

I know I can count on this exceptional staff to deliver high quality service during these exciting times at Central--just as you do day in and day out.

Thanks,

Mike VC

Report Facillities Issues ASAP

Greetings,

A quick reminder to all staff.  As soon as you notice a facillities issue, I cannot emphasise enough the need to ensure that it is reported immediately.  This means letting my adiminstrative assitant (Adam and/or Rachel in the interim) AND the person in charge know the details during weekdays.  On weekends, the supervisor in charge should be informed right away.  In either situation, a Sprocket request should always be filled out immediately so that the problem can be addressed; this will be done by my admin. assist. or the person in charge.  

To make sure this happens, I am asking that your first step is to speak to my administrative assistant (Adam or Rachel in the interim) during regular hours or the person in charge (or highest ranking person available) at other times.   Whoever you speak to will be responsible for filling out a Sprocket request.   In addition, please send an e-mail to my admin. assistant (Adam, Rachel in the interim), the person in charge, AND me explaining what has been reported and to whom.  These things should happen as soon as possible to avoid delays in dealing with problems/issues.  We will make sure the issue is addressed via Sprocket and I have the knowledge needed to follow up on this.   

For supervisors and those who might be in charge (anyone who is an LII or above), you need to familiarize yourself with how to submit a Sprocket requet.  The information and instructions are available under the Sprocket bullet at: https://hplnet.hpl.lib.tx.us/reference.html

It is not a bad idea for everyone to take a look at this in case you are the highest ranking person at any given time.

Thanks,

Mike VC

TV Automation at Central

The TV automation has been completed at Central. All TV’s around the elevators and the reservation queue station TV will turn on and off automatically with our business hours.

I have a holiday schedule set for today and tomorrow.

 

TV schedule

Monday – 8:00PM – 9:00PM

Tuesday – 8:00PM – 9:00PM

Wednesday – 8:00PM – 9:00PM

Thursday – 8:00PM – 9:00PM

Friday – 8:00PM – 6:00PM

Sat – 8:00PM – 6:00PM

Sun – 12:00PM – 5:00PM

 

Thanks again to Gilbert Cruz. He wrote the interface code to control all the TV’s. This saved us from having to buy a commercial product

Happy Holidays!

Here's hoping that everyone has an enjoyable and relaxing holiday.  

And, thanks for all of the hard work you all do day in and day out.  It is truly appreciated.

mvc

Inversion Opening

It looks like Inversion will be opening for business in the lobby this Friday (12/26).  This means that today and tonight the temporary walls separating the Inversion space will be coming down.  

Friday morning, Somer and others who are here before nine will put out promotional tents on tables throughout the building.  All staff working the welcome desk will have push cards (they are down there now) that promote the new Coffee House.  We are asking that in addition to greeting all customers, folks stand in front of the desk and hand out these cards and let people know that Inversion Coffee House is open and that anyone with a HPL Card (Power Card or Computer Card) gets a 10% discount.  We are to had these out until we run out.

There will be an event coming soon for staff where staff will be able to sample food and beverages available at Inversion.

Thanks,

Mike VC

Quite a Compliment for Our Staff

Greetings,

I wanted to share an impressive compliment for one the folks working this past weekend. Dr. Lawson shared with me that Council Member Ron Green informed her that he came to the library and was very impressed with our staff. He encountered a situation where the copier ran out of paper. He reported that the young lady who helped him was very helpful and courteous. Further, he had nothing but good things to say about the service received while at the library.

Dr. Lawson wanted me to pass on her gratitude for this excellent service and to let staff know how proud she is of them. I definitely concur.

Great job!

mvc

TV Monitors and Energy Conservation

Greetings,

In an effort to conserve energy, Central Services staff will now be responsible for turning off all seventeen TV monitors in the evenings and turning the on again in the morning before we open. There is a remote control that can be used for this. It will be kept with the validator on evenings so that the Librarian-in-charge will be responsible for turning off all TVs after we close. Whoever has it at night will either turn on the TVs or assign someone to turn on the TVs the following morning.

Thanks,
Mike VC