The term
“salesman” conjures negative emotions and stereotypes: sleazy mustachioed Glengarry
Glen Ross slicksters, lying through their crocodile smiles, and
grabbing Grandma’s last penny. We have all met these salespeople. We dislike
these salespeople. Yet these salespeople take our money. How? I can tell you,
because I used to be one of them.
In my
eleven years of sales experience—mostly management—I was exposed to an array of
training sessions on closing sales. It isn’t mysterious; it is a process of
connection. Salespeople convince you to part with your cash/credit limit, for
items you probably don’t need, because they connect with you—putting you at
ease, gaining your trust, and ensuring you feel empowered.
The “art”
of connection is a necessary need for better customer service in public
libraries. It retires the stereotype of the stern, unapproachable, introverted
librarian. It also increases library usage statistics. Higher usage statistics
hopefully translate to your facility and job staying funded.
To clear
up a misconception: “introverted” does not equal “lack of soft skills.”
However, that is the association. If you are looking toward job fields where
you interact with people and are worried about your interpersonal skills, here
are things I do on a daily basis, acquired from my time in sales, to connect
with co-workers and patrons in the public library where I work.
Smile. Smile. Smile. Smiling puts other people
at ease. It doesn’t trigger the evolved spider-sense our brains developed to
recognize danger. Smiling de-escalates and creates calm. Keep control of your
emotions and how they are displayed in the professional setting. Do not bring
your baggage to work. Smile and say hello to every co-worker you pass during
the day and to every patron who walks into your department.
Understand Code-Switching. In linguistics, code-switching signifies
shifts in language, usually from a form of dialect to a standard variation.
Hence, you don’t talk to your friends in the same way you address your
grandparents. Life isn’t Gilmore Girls. In the professional world,
address others professionally. No cursing, no commonly objectionable
conversations, and never demean someone else.
Connecting. Asking someone for help is intimidating.
It is easy to assume that patrons understand we are here to help. They do not
and will not unless you connect with them. Speaking as the manager of a
department where customer interactions can take up to an hour or longer, the
initial connection is highly important. Greet people. Assess them. What does
their mood seem like? What are they wearing? Make general, obvious,
non-offensive statements. If it’s winter and they are bundled up, a simple,
“Cold out there, isn’t it?” will go a long way to put the patron at ease. When
they leave, tell them thanks for stopping in. Throw a, “If you need anything
else, you know where to find us” out there. As long as you never set yourself
up for an argument, these types of interactions will ensure that the patron
enjoys their time and gets the most out of the help you provide.
Another
example of connection is my opening paragraph. I explained a common scenario to
align your interest with mine so you will continue reading and become more open
to advice. Devious, I know.
Personal space. Invasion of personal
space is terrible. I dislike it. You dislike it. It’s a trap easily tripped if
you aren’t careful. Working side by side with someone is a reality. Just like
at the dinner table, never reach across. Ask for materials to be passed or
switch places. If you happen to work with a group, ensure that you give
attention to all members to ensure inclusion. A simple glance while you speak
to quiet group members traverses miles.
Coffee. It isn’t just for closers. Help yourself, but always use
breath mints.
An MLS is a degree in adaptation. It will not teach you all the
skills you need for any given library job. Most library schools will leave you
woefully unprepared for interpersonal interaction. It is your job as a future
information professional to find ways and people to help you to bolster your
soft-skills. Process the aforementioned connection techniques and you will
develop better work environments and relationships with patrons and coworkers.
Matt Bird is the Special Collections Manager at Vigo County Public
Library in Terre Haute, IN. Between sales and librarianship, Matt taught
classical literature at Indiana State University. He still teaches in the ISU
Honors program on the subjects of book and library history. He can be reached
at mebird@indiana.edu or
on Twitter and Instagram: @bird_point9186.
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