Study Buddy Goes to Ralph Henderson

SOM’s YS Librarian II Margo Crafton gave the Study Buddy she recently received to SOM's Library Associate Ralph Henderson for his amazing customer service and his database knowledge that is beneficial to the branch. (Thanks to Christie Rogers for the input & pic.)

Betty Person Gets Study Buddy

Special Collections Library Assistant Betty Person was presented the JPL Study Buddy by Assistant Director Julie McNeil, August 26, 2016, for her exceptional customer service.  This picture was taken in Main's 4th floor Grand Reading Room. 

One example of Betty's outstanding service was written by a customer recently and that commendation appears in Kudos from Customers, posted August 19 on this blog--scroll down and see Kudos from Customers for Betty and four other staff members. (Thanks to Betty's immediate supervisor, Margaret Morford, Librarian II/ Special Collections, for the news.)

THANK YOU, BETTY, FOR CARING AND MAKING JPL LOOK GOOD!

Mr. Exceptional: Mark Hohnadel

There is more to this story than we're telling right now (watch for the September 20 post of Kudos from Customers).  Mandarin Branch Manager Mark Hohnadel was presented with the JPL Study Buddy by Assistant Director Julie McNeil, August 24, 2016, and lauded by Region Manager Keli Likins for his exceptional customer service.

One example of Mark's service is spelled out in a longtime customer's recent email to Director Barbara Gubbin. Mark was credited with having brought library materials the customer had on hold to the rehab center where the customer was recuperating.  Mark did this three times.  The customer said, "That was beyond the call of duty."

Study Buddy Goes To Cheyla Scantling

Julie McNeil, Assistant Director for Public Services, noticed a detailed compliment for one of Murray Hill Branch's library clerks, Cheyla Scantling, and presented the Jaguar Study Buddy to her in recognition of  her outstanding customer service. What did the customer say? You can read the kudo  (and others) in December's Kudos from Customers, posted December 18, 2015, on this blog.

Study Buddy Makes Public Appearance

Librarian II Chris Eaton works in the Talking Book /Special Needs Library and knows how to get double duty out of most anything.  He said, "Some months ago Nate Fuller gave me the Jaguars Study Buddy and told me that I needed to take a picture with it before passing it on to someone else.  

"I never really found a good opportunity until Sunday’s Spirit of the ADA event at the zoo, October 25. So I took a pic of our display table there with Study Buddy (peeping over the table, next to the red bowl) overseeing the table." ...Who's going to get the Study Buddy next, Chris?

Study Buddy Passes from Dowdell To Stuckey

Regency Square Branch Manager Donna Carroll reports, "Library Assistant Pat Dowdell’s last official duty at Regency (she moved to UPK, March 16) was to pass on the Jaguar Study Buddy to Library Associate Lenora Stuckey. Lenora exemplifies Get To Yes with 

all of her interactions, but most recently with having to re-arrange meeting rooms due to Early Voting.  She went above and beyond making sure that all groups could still meet, even if in a different room or on a different day.  

"Hamid (pictured L/R Hamid Hassan, Lenora Stuckey and Pat Dowdell) was not to be

outdone and tried to steal the pass and everyone on the AR team enjoyed a little fun (above L/R: Christelle Mayele, Lenora Stuckey, Bernice Newsom, Pat Dowdell, Farryn James and Nargis Noorullah)."

               

Milicia Thomas Gets Study Buddy

CR and M Assistant Director Kathy Lussier (R) passes the Jaguar Study Buddy she recently received to Milicia Thomas at Main's circ desk.  Kathy said,
"Recently I was checking out a book on CD and having problems getting it positioned correctly in the self-check machine. I kept getting an error message, so I went to the desk to have them scan it.  Rather than just taking it from me and doing it herself, Milicia asked me if I had a minute, she would show me a trick. She walked back to the machine with me and showed me how to position it differently so the scanner got a better "read" of the bar code and the item checked out successfully.  She was kind and patient during the process and she was smart, too--by taking the time to show a customer how to do it, there's a better chance the customer will continue to use the self-check machines in the future. Plus, I walked away with a positive impression of library staff.  What a great way to 'Get to Yes!'"

Gretchen Mitchell Makes Kathy Lussier's Day

Community Relations and Marketing Assistant Director Kathy Lussier received a pleasant surprise recently and said, "Gretchen Mitchell presented me with the 'Get to Yes' mascot.  In her note she said, 'You have BLASTed to the top in your ability to find workable solutions.'  I feel very honored to have earned the privilege of having Jackson de Ville hanging out with me these past few days, but it's time to send him along to another JPL employee." 

Congratulations, Kathy!  A well deserved kudo.

First Recipient of "Get To Yes" Award: Theresa Rooney

Assistant Director for Public Service Julie McNeil awarded the first Jaguar Study Buddy for excellent service to UPK Manager Theresa Rooney at the Library Roundtable Leadership meeting, November 21.  

Ms. McNeil said, "All but 20 public service employees have taken the 'Get To Yes' customer service class and our goal of 'all' taking the class will soon be reached."  When an employee receives Study Buddy and subsequently sees another staff member giving excellent service, he/she then passes on Study Buddy and the process continues--a fun way to remember excellent customer service is a priority at JPL.

The second recipient of the Jaguar Study Buddy is KR's Library Assistant David Foster.  ARE YOU NEXT?