ALA Program: You've Been Shopped...

I attended a program called "You've Been Shopped! Mystery Shopping for Better Service". You can access the powerpoint presentation at www.presentations.ala.org. There were two presenters-one from an academic library (University of Central Florida) and the other from public library (Orange County Library System [OCLS]; also in Florida). Each seemed to have a different movitation for doing mystery shopping and their approach was also different. The academic library was interested in assessing staff members ability to handle difficult customer interactions. The public library was interested in assessing excellent customer service. Both found their programs to be successful within their organizations and expect to continue with mystery shopping. OCLS provided staff rewards for individuals and branches that were successfully shopped. I can share more info if you are interested. Not sure if this fits with BCPL culture and it would be something for further discussion.