Customer Experience Manager

Every week more than twenty thousand customers walk into the Topeka & Shawnee County Public Library, and not just for our books. Over 7,000 meetings and programs take place each year in our meeting spaces. Library staff provide programs and services in schools, childcare facilities, community recreation centers, on library vehicles, at senior living facilities, […]

Service vs Hospitality

I love to read books about cooking, cooking schools and restaurants.  Comparing the training and best practices for service in libraries and restaurants can be enlightening. Recently, I read, “Beaten, seared and sauced: on becoming a chef at the Culinary Institute of America” by Jonathan Dixon.  He says, “Service is a transaction, hospitality is an […]