[OPLINLIST] What a Mystery Shopper Could Tell You About Your Library!!--Workshop in Blue Ash

[SWON Libraries]

*This announcement has been posted to several lists.  Our apologies for 
any duplication.
****************************************************************************
Please forward to all interested parties.

*


  What a Mystery Shopper Could Tell You About Your Library!!
  <http://www.swonlibraries.org/register?a=selectmember&id=1163&rate=cost1&sponsor=SouthWest%20Ohio%20and%20Neighboring%20Libraries>

Visit AndrewSanderbeck.com <http://www.andrewsanderbeck.com/>


      Date

Wednesday, November 14th, 2007


      Time

2:00 p.m. - 4:00 p.m.


      Location

SWON Libraries Office


      Speaker(s)

Andrew Sanderbeck is an expert trainer on leadership and team 
development, communications, customer service and generating revenues 
for libraries and library systems. He is the past chair for The Small 
and Rural Libraries SIG of the Florida Library Association. Andrew 
presents over 100 customized staff development workshops, seminars and 
keynotes for organizations and at conferences around the world each year 
and was recently a featured presenter at the 2006 ALA Conference in New 
Orleans.

He is the founder of The Sanderbeck People~Connect Institute, an 
organization that enjoys serving others that value professionalism, 
vision and purpose and making a difference in their organizations and 
communities. Andrew consults for libraries and other non-profit 
organizations to help them realize the true human potential of their 
management and employees. He publishes the Library~Connect Newsletter, a 
free monthly e-publication read by library professionals around the world.


      Description

If you hired a mystery shopper to look at your library through the 
customer's eyes, what would this person see, hear, smell and otherwise 
experience in your library? Would the level of service be substantially 
different from one branch to another?

The /What a Mystery Shopper Could Tell You About Your Library/ Web-Ex 
program explores real life examples and results of mystery shopping done 
for public and academic libraries in the United States, and gives you 
the tools you need to do some of your own mystery shopping when you 
return to work!

*Participants will learn about and begin to master:*

. What mystery shopping is and is not in a library
. The "Dirty Dozen" of things customers look for when they come to your 
library
. The 4 components of a successful mystery shopping program
. The mystery shopper survey form that you can use to rate the 
experience customers receive when they come through your doors


      Meal

Light snacks will be provided


      Audience

This interactive, online seminar is open to all library staff who want 
to make their library the best it can be!


      Contributing Member of SWON Libraries

$35


      Friend of SWON Libraries

$35


      Contributing Member of NEO-RLS, NORWELD, or SERLS

$35


      Other

$70

The deadline to register is Sunday, November 11th, 2007



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