Secret Shopper..aka..Undercover Librarian
Secret Shopper
By Jason J. Habegger
My secret shopper experience went well. I asked the librarian for help with finding a title that was grittier than David Balladaci's The Innocent, more like Lee Child's Jack Reacher series, but less predictable. The librarian recommended the Harry Bosch series by Michael Connolly starting with The Black Echo.
I haven't read the book yet but it looks like a really good choice. Fast paced with a flawed brooding character, but with much a more gritty / graphic writing style than Baldacci. Like I said overall I was pleased, the librarian was able to help me fairly quickly, I was in and out in less than ten minutes, and as I said the title looks really good.
The issues I did have with the librarian were based on him not following the Reference and User Services Association (RUSA) guidelines I'm used to. Starting off, he didn't notice me standing in front of the desk, I had to initiate the conversation. He also didn't explain how he was conducting his online search or what software he was using. In fact he didn't stay engaged at all, just left me standing in silence for a bit while he searched. Patrons normally like to be told what you're doing or at least expect the librarian to chat while searching. Finally, when he took me to the book he didn't end the interaction with an invitation to return to the information desk if I had any questions. These are habits I had drilled into me by my supervisor and was re-enforced in my classes. I now drill them into my staff. Basic customer service skills.
I would have also preferred a printed list and more options than one author. However, putting all that aside, the librarian was knowledgeable and efficient. His customer service skills were a bit off on this day, happens to all of us. I hope my off days are as good as his. Happens to everybody.
My secret shopper experience went well. I asked the librarian for help with finding a title that was grittier than David Balladaci's The Innocent, more like Lee Child's Jack Reacher series, but less predictable. The librarian recommended the Harry Bosch series by Michael Connolly starting with The Black Echo.
I haven't read the book yet but it looks like a really good choice. Fast paced with a flawed brooding character, but with much a more gritty / graphic writing style than Baldacci. Like I said overall I was pleased, the librarian was able to help me fairly quickly, I was in and out in less than ten minutes, and as I said the title looks really good.
The issues I did have with the librarian were based on him not following the Reference and User Services Association (RUSA) guidelines I'm used to. Starting off, he didn't notice me standing in front of the desk, I had to initiate the conversation. He also didn't explain how he was conducting his online search or what software he was using. In fact he didn't stay engaged at all, just left me standing in silence for a bit while he searched. Patrons normally like to be told what you're doing or at least expect the librarian to chat while searching. Finally, when he took me to the book he didn't end the interaction with an invitation to return to the information desk if I had any questions. These are habits I had drilled into me by my supervisor and was re-enforced in my classes. I now drill them into my staff. Basic customer service skills.
I would have also preferred a printed list and more options than one author. However, putting all that aside, the librarian was knowledgeable and efficient. His customer service skills were a bit off on this day, happens to all of us. I hope my off days are as good as his. Happens to everybody.
It sounds like you had a good book suggested to you! My secret shopper experience went very differently. There wasn't an interview/conversation at all. I did leave with 2 books but the librarian didn't describe them very well or talk about them much. I agree that the person doing the reader's advisory interview should try to find at least a couple suggestions and let the patron pick from those.
ReplyDeleteIt IS awkward when the librarian does not engage the patron while searching. I don’t work front line often except to cover lunches. I make sure to talk to them explaining what I am doing. Reading about your experience really enforces the need for customer service and readers advisory training!
ReplyDeleteAlso, it helps me fine tune my own skills. I do need to make sure I offer my patrons more choices unless they ask for a specific item. Thank you for your insight!