Transferring corporate service philosophyto a library setting

Abstract

Imagine walking into your bank to make a deposit. As you approach the teller, you decide to ask about current CD rates. After asking your question, the frazzled teller says "Well, they're on that big sign right behind me. Look for yourself!" If this attitude became the norm at your bank, you would probably begin to look for another bank one that treated you as a respected customer. Now transfer this same scenario to a library setting: the bank customer is the patron and the teller is the librarian. If that patron doesn't receive the service she expects, she now has other choices, like fee-based agencies, database connections, or simply not using the library.