Through systemwide surveys, PLS uncovered customer service barriers for both staff and customers. Lack of a clear customer service model left staff feeling unsure about decision-making, leading to confused customers. We also discovered internal customer service was not defined in PLS, isolating system departments from conversations about customer service. Recognizing opportunity to improve services, a team of diverse staff of all levels formed to build upon a yes-focused culture starting from within.

Rather than overhauling existing beliefs, we highlighted PLS’s strengths and positive culture in our customer service philosophy. Through work in an All Staff Development Day, Board Retreat and a variety of other interactive methods, we collectively defined key terms and developed a safe environment to discuss customer service wins, recovery and failures. An Impact Story of the Month initiative engaged staff in conversations with customers about library experiences, ultimately enhancing services and minimizing barrier

Staff report that “Creating Positive Experiences for You” transforms service from transactional to relational and reduces barriers to “saying yes.” Upon roll-out, staff quickly internalized the model and teamwork increased among all staff. Within six months, our customer satisfaction score increased over 10% and dozens of Impact Stories were gathered and shared. The grassroots effort led by staff has grown: three more teams have since formed to problem-solve and lead critical initiatives.