The “Consider It Done” Department

Last month I attended a conference in Nashville, Tennessee, where I stayed at a Gaylord hotel (now owned by Marriott). I was impressed by what they call their “Consider It Done” service. Every hotel employee is expected to (and empowered to) respond to guest requests and follow through until they know that the request has been fulfilled and that the customer is satisfied with the result. They even have a “Consider It Done” button on the phones in each guest room and have a staff position titled “Consider It Done Agent.” This comprehensive approach to customer service is an example of what libraries can learn from the private sector about being responsive to our users. What practices do you use in your library to make sure that your customers receive excellent service?