The success of the bookchain is very much dependent on the attitude of the frontline staff in the library. If the frontline staff are not helpful and friendly, it puts bookchain members off, and they may not take part a second time round.
Try to ensure that bookchain members do not get any of these answers from staff on the library counter.
- ‘I don’t know anything about that.’
- ‘You can’t take that book, it’s reserved for someone else.’
- ‘I can’t find the book, it may have been shelved. Go and have a look.’
- ‘These books are a real nuisance, they take up too much space.’
- ‘I haven’t got time to deal with this.’
- ‘You’ll have to ask Sue, she’s in next week.’
Keeping staff in the loop makes them feel valued and involved and that will ensure a good service for the bookchain members.