- Be really nice, all the time
- Get back to them as soon as possible
- Limit the times you say no
- Emphasize the positive
- Speak their language
- Go above and beyond
- Listen to what they want and give it to them
And now, think about that list being applied to library IT staff. What if the IT staff uses this same list in order to delight THEIR customers, the non-techie library staff? Hmm? I think it works the very same way.