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Everything I Ever Needed to Know About Library Services
I Learned from KROGER
Margaret Christle, 18 years in education, 14 as a school librarian, grades 6-12.
Mike Christle, 20 years in management & Human Resources with Kroger.
What on earth do selling groceries and running a school library have to do with each other?
Mike Christle, 20 years in management & Human Resources with Kroger.
What on earth do selling groceries and running a school library have to do with each other?
Photo by mcsquishee
Untitled Slide
Kroger is a business, intent on creating profit for its shareholders.
School libraries are governmental organizations aimed at providing services to improve student learning .
Both, however, have clientele that's necessary for our survival.
Additionally, both have had to adapt to new "competitors."
School libraries are governmental organizations aimed at providing services to improve student learning .
Both, however, have clientele that's necessary for our survival.
Additionally, both have had to adapt to new "competitors."
"The grocery industry as we all all grew up in:
it doesn't really exist anymore." David Dillon
*For Kroger, that's been Walmart
*Quote from David Dillon, CEO of Kroger. March 19, 2012
Supermarket News.
*Quote from David Dillon, CEO of Kroger. March 19, 2012
Supermarket News.
is not the Library of the future." CLIR
". . . it is no surprise that the traditional library we inherit today
*For libraries, it's been the emergence of information powerhouses like Google, Wikipedia, and amazon.com.
*Quote from Geoffrey T. Freeman, Council on Libraries and Information Resources.
*Quote from Geoffrey T. Freeman, Council on Libraries and Information Resources.
What Has Been the Impact?
Walmart has changed everything from the way we service our customers to how we place product on the shelves.
Walmart's impact on the retail business, not just the grocery business, has changed everything.
Likewise, information powerhouses have changed the way our students access information, evaluate information, use libraries.
It's also impacted the way libraries are perceived.
Walmart's impact on the retail business, not just the grocery business, has changed everything.
Likewise, information powerhouses have changed the way our students access information, evaluate information, use libraries.
It's also impacted the way libraries are perceived.
Photo by spettacolopuro
HOW TO RESPOND TO THE CHALLENGE
Retail companies do not have the luxury of ignoring new competitors or complaining about their existence. They adapt or go out of business.
The discussion of the impact these information powerhouses have on our students is worth having.
Still, school libraries can take a lesson from the business world.
The discussion of the impact these information powerhouses have on our students is worth having.
Still, school libraries can take a lesson from the business world.
Customer First
- Great Kroger associates
- Products shoppers want, plus a little extra
- A shopping experience that keeps customers returning
- Consistently good prices
= Customer Loyalty
Untitled Slide
But we don't have associates and customers in school libraries? Or do we?
Shift your thinking from the academic model of collaboration and use applicable management and marketing ideas.
Shift your thinking from the academic model of collaboration and use applicable management and marketing ideas.
Untitled Slide
School libraries are not selling bogus instruments and band uniforms!
We have the best "product" in education!
Marketing our programs = outreach = advocating for our students' learning
We have the best "product" in education!
Marketing our programs = outreach = advocating for our students' learning
Support & Foster Great Teachers
Do you practice Leadership Through Service?
#1 Priority: Your people are the ones with the most access to your customers.
Good leaders focus on the "bottom line."
Good leaders motivate and inspire their people.
Good leaders can "read" people and provide them with what they need to do a good job.
Good leaders don't take all the credit for themselves but acknowledge the work their people do.
School librarians are leaders within our buildings.
Take care of your teachers! What do they really need?
We can't get to the students, without going through them.
Genuinely providing for their needs v. just being helpful
Good leaders focus on the "bottom line."
Good leaders motivate and inspire their people.
Good leaders can "read" people and provide them with what they need to do a good job.
Good leaders don't take all the credit for themselves but acknowledge the work their people do.
School librarians are leaders within our buildings.
Take care of your teachers! What do they really need?
We can't get to the students, without going through them.
Genuinely providing for their needs v. just being helpful
Photo by Old Shoe Woman
What Students Need Plus a Little Extra?
What "extras" do you provide your students?
What do our students really need?
What extras do we provide?
Think beyond resources and services.
What extras do we provide?
Think beyond resources and services.
Photo by Enokson
What keeps our students returning?
What kinds of library experiences keep our students returning? Visits where they not only feel welcomed and valued, but where they experience success!
What does success in the Library look like?
What do we do to ensure student success, whether they come with their class or on their own?
What does success in the Library look like?
What do we do to ensure student success, whether they come with their class or on their own?
What practices let your students know they can count on your help?
Consistent & Reliable Services
Why is it important our customers have consistency from us?
Under-committing and over-delivering
The importance of prioritizing so we can provide consistency.
Under-committing and over-delivering
The importance of prioritizing so we can provide consistency.
Relationships
Relationships are the basis for everything!
Professional v. personal relationships
Professional v. personal relationships
Repairing Relationships
Disgruntled Customers
Prevention is key.!
It's hard to get back a disgruntled customer.
For every one dissatisfied customer, there are several more.
Listen and determine what the customer is really upset about? Apologize and fix the best you can.
It's hard to get back a disgruntled customer.
For every one dissatisfied customer, there are several more.
Listen and determine what the customer is really upset about? Apologize and fix the best you can.
