Terry Welch: Job Well Done

JB's Terry Welch was nominated by Hongying Song for a Job Well Done Award, which was presented to Terry, December 15, 2020. Hongying said, "Terry consistently exhibits behavior that supports JPL Core Values. She is dedicated to providing the best customer service and making a positive difference in people’s lives, especially during the Covid-19 pandemic. Since we opened to the public in September, Terry has created all kinds of bookmarks and flyers to go with her displays to help customers find what they want. Examples of her display themes are: True Crime, Tea-riffic, Staff Pick with bookmarks, Staff Best books of 2020, Seasons & Reading, and In Memoriam. Library Aware created a memorial flyer and bookmark templates inspired by Terry’s “in memoriam” display flyer and bookmark. Terry seems to know every customer by name at JB. Customers will ask for her to recommend books and movies for them. You can see how happy they are from their high pile of books and ear-to-ear smiles after they’ve talked with Terry. Because of Terry’s close relationship with JB’s customers, she can notice problems with our hold call list first and notifies SST. When the branch manager receives the hold phone call list, Terry is usually half way through or through her calling system. She wants our customers to be notified as early as possible so they can get to read what they want quickly. How can you beat that for customer service?"