Kathy L. Middleton, MLIS, is assistant director for public services at Sacramento Public Library, Sacramento, CA.

Foreword
Introduction
1. Heroes on the Front Line
What People Don't Know about Library Work
Library Incidents
In the Spotlight
Disruptive Behavior and Setting Boundaries
Heroes in Tumultuous Times
Emotional Impact
Notes
2. Shift in Thinking Required
Culture of Hope, Encouragement, and Support
Hope
World-Renowned Leadership
Lack of Control and Stress
Trust
Attitude and Commitment
More Than a Paycheck
Encouragement
A Better Boss
Support
Staff as Leaders
Notes
3. Yes! on Demand
Social Networks
What Yes! on Demand Isn't
Yes and No Language
Notes
4. Business Yes! Models
Service Industry
Neiman Marcus
Nordstrom
Zappos
The Ritz-Carlton Hotel Company
Starbucks
The Walt Disney Company
Virgin Group
Southwest Airlines
Notes
5. Eliminate No
Signs of "No"
Attitude
Personalize Help
Turn "No" into "Yes"
Inclusivity
Sensory Storytimes
Avoid "No"
"No" Responses
"Nos" on the Network
Public Library Yelp Comments
Yes-Focused Customer Service Statements
Notes
6. Personalize Customer Service
How It Makes You Feel
The "Who" in Personalized Service
Be Real
Let Go of Control
Provide Choices
Challenging Interactions
Extraordinary Personalized Service
Recognizing the Need
Personalize Library Service
Notes
7. Break and Fix Rules
Rules
Customer Service Statements
Social Media
Public Libraries Change Lives
Notes
Appendix
Selected Bibliography
Index

Borrowing winning techniques from the business world, this book examines ways you can make library service more personalized, focused, and solutions-oriented for your patrons.
When it comes to delivering the quality, personalized service your patrons expect, the staff is the most important resource in the library. It only follows then, that by empowering staff, breaking and fixing rules, cultivating creativity, and focusing on results, your library can meet and exceed patron expectations. To help you accomplish that and more, this book presents the "yes" model for customer service and explains how to use the model to build morale and grow a loyal, engaged, and highly satisfied community.
The book shows how techniques borrowed from successful retail models can be applied to every part of library service-from reference, circulation, and technology services to children's and adult services. Beginning chapters describe the role of staff in transforming a culture of "no" into one of "yes." Next are explanations of tools administrators can use to support changes that will lead to a more contented customer base. Finally, the book addresses how to eliminate "no" through personalized service and by defining and tearing down obstacles that often block use of library products and services. This approach not only will make for happier patrons but will build staff morale, foster support, and ensure that your library remains relevant for years to come.