IT'S NEVER TOO SOON TO DO GOOD WORK

At the last New Employees Orientation, Interim Director Jennifer Giltrop asked if any new staff had a good customer service encounter to relate and two new staff members had some input.  One was CW P/T Library Associate Jan Fernandez, "I had worked at Webb Library

for only three days when an elderly gentleman from SC came in with his daughter. He was upset and needed to access his G-mail account. He was sailing his boat up to Charleston from the Keys--with his daughter as crew--when his boat broke down near Jacksonville. Since he is retired Navy, they managed to make it into the Jax Navy marina and he began making arrangements for the boat to be repaired. He then got a call that his wife had been hospitalized and became even more anxious to leave the boat for repair and get home. However, he didn’t have his boat’s registration with him and no one would start to work on the boat without proof that it was his! He called the SC DMV and they would not fax his registration, but they would email it to him.

"I helped him get to his account, and then to the site to retrieve his copy of the registration forms. Imagine my surprise when we turned out to be from the same small town in SC! At any rate, we printed the forms he needed and he hugged me on his way out. I believe the Library truly made a difference for him and his family that day!"

A REALLY INTERESTING STORY AND ON A SCALE OF 1-10, A 10 FOR GET TO YES CUSTOMER SERVICE, JAN FERNANDEZ!