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Archive for the Category »starbucks «

Full list of Starbucks closures now available

Starbucks Gossip has the list. Here’s the damage Nebraska will be suffering:

11527 HWY 370 & 36TH 3811 TWIN CREEK DR BELLEVUE NE
13626 23RD & CLARKSON 610 E 23RD ST FREMONT NE
11270 2ND & W 42 ST 4116 2ND AVE KEARNEY NE
9883 120TH & BLONDO 2012 N 117TH AVE OMAHA NE
11528 CENTER & 63RD 6303 CENTER ST OMAHA NE
11529 HWY 370 & 72ND 1423 PAPILLION DR PAPILLION NE
11805 72ND & GILES 8440 S 72ND ST PAPILLION NE

Category: starbucks  27 Comments

First list of closing Starbucks released

Wondering if your local Starbucks is on the chopping block? Wonder no more. Consumerist has the list. For those of us in Nebraska, the only one closing so far is the one in Bellevue.

#11527 – hwy 370 & 36th
3811 Twin Creek DR
Bellevue, NE

Need… Coffee…

Mary and the girls showed up from CO this morning at 2:45am. I just got back from Starbucks to find this gem from Unshelved:
Overdue

The Customer-Centered Library: How to stop tweaking and start doing it with new steps for 2007

 The Customer-Centered LibraryKaren Hyman, South Jersey Library Cooperative
Columbus Public Library, Columbus, NE

  • After today’s session you will…
    • see from the customer’s point of view
    • focus on user needs and expectations
    • development & implement things that support a customer centered library
    • operate the library for the convenience of your customer
    • make customer service a way of life
  • What makes a library really great?
    • money?
    • size?
    • luck?
    • use?
    • Really great for whom?
  • Customer’s have choices
    • Movies on demand
    • WiFi @ Starbucks
    • Cell phones & PDAs
  • The big fear
    • libraries (and what they can offer) will be irelevant and invisible to the majority of people
  • New opportunities to…
    • provide value-added service
    • embrace new roles
    • be a “third place”
    • take the library to new people
    • fail to take advantage of new opportunities
    • provide poor service in new and irritating wasy
  • Value added equals
    • current
    • relevant
    • in tune with customer needs
    • beneficial from the customer’s point of view
    • defined by the quality of the result
  • Service can be your competitive edge
    • intelligent
    • responsive
    • personal
  • Quote from OCLC Perspectives report
  • Customer service basics
    • first, do no harm
    • everyone here is an expert on customer service because everyone here is a customer
    • get a grip
  • Of course there are other strategies
    • you can change riders
    • you can get a committee to study the dead horse
    • you can benchmark how other companies rise dead horses
    • you can declare that it’s cheaper to feed a dead horse
    • you car harness several dead horses together
  • But after you’ve tried all of these things, you’re still going to have to dismount
  • change
    • some people love change
      • excitement
      • anticipation
      • curiosity
    • some people hate change
      • dread
      • disorientation

      • loss
    • nobody gets to choose how they feel
    • dealing with change is a learned skill
    • all predicitions haev equal value
    • we can all join each other on the edge of the unknown
  • Step one: Care
    • Caring
      • some people just care
      • some people just don’t
      • most of us fall in the middle
      • caring and not caring is contageous
      • blaming is the enemy of caring
      • everything flows from caring
    • the key to quality customer service is creative problem solving
    • the key to quality problem solving is having a problem
    • most care more when we…
      • know and like the other person
      • don’t feel tired
      • don’t feel threatened
      • aren’t having a bad day
      • get support and rewards for caring
      • take pride in caring, or appearing to care
    • try caring
      • can improve your day
      • uses your skills
      • can increase energy
      • can be fun
      • you’re paid to care
      • make it a habit, and caring gets easier.
    • caring begets attention, attention begets curiosity and curiosity is the fount from which all knowledge flows
  • Step two: Think like a customer
    • why don’t we think like customers?
      • we work at the library
      • we don’t understand the customer
      • we’re not trying hard enough
      • we don’t focus on results
      • we hear but don’t listen
      • we think we know better
      • we don’t see options as options
    • when you think like a customer you…
      • put yourself in their place
      • make it your business to see results for the customer
      • make customer service a way of life and a part of every decision
  • step three: see the problem(s)
    • to define problems from the customer’s perspective…
      • somebody wants something and they’re not getting it
      • somebody’s getting something they don’t want
  • step four: change your approach, not the customer
    • why not change the customer?
      • what do you do with someone who…?
      • why can’t people…?
      • shouldn’t people…?
      • people used to…?
      • children used to…?
      • Because you can’t!

    • ditch the rules
      • have a bonfire for the signs
      • root out negatives
      • solve problems when they happen
      • work as a team
      • what are the rules?
      • do we really need this rule at all?
      • can we say the same thing in a more positive way
      • share expectations and look again
    • to change your approach
      • provide customers the opportunities to do what you want
        • skateboard rack
        • baskets for books
      • try doing what they want
        • express checkout
        • eating in the library
    • when it comes to customer service…
      • every choice has a down side
      • err on the side of customer services that is positive, welcoming, and empowering for the consumer
  • step five: abandon victimhood
    • is your library a culture of victimhood?
      • we never get any more money
      • we never get any respect
      • why are we always the last to know?
      • nobody understands all the great things we do
      • we always have to clean up after these slobs
    • Victimhood…
      • obscures facts
      • is powerless
      • is personal
      • saps your energy
      • takes you nowhere
    • Try telling the same story in a different way

  • Step six: Organize your library to support quality service
    • to support quality service
      • easy to use continuous communication system
        • morning briefings
        • library blogs
        • whiteboard in staff area
        • email to customers
        • newsletters, recommendations

        • flexible, helpful, friendly signage
      • create systems that support consistent great service
      • make it fun
      • create a supporting culture for risk, flexibility, curiosity, etc.

      • set specific targets & measure results
    • Deliver the goods

  • step seven: walk through everything
    • walk through every process
      • in the building, on the web, phone
      • to share the customer’s experience
      • to see what works and what doesn’t
      • to get your vendors on the customers’ side
    • to five vendor responses
      • the default is…
      • go to another source for support
      • help notes explain that in section. 1.A.3(b)7

      • it works here
      • nobody else has complained
    • in your library
      • what makes it easy to find things
      • what makes it difficult to find things
      • what alerts or obscures possibilities

      • what makes navigation a breeze or a chore
    • easy/alerts to possibilities

      • very open, spacious, neat, etc
      • shelves well organized and documented
      • overhead signs in adult stacks
      • natural light, large windows
      • large signs on soffits
    • difficult, obscures possibilities
      • lobby is dark & dull
      • “NO” signs in the library
      • nothing hits you when you walk in
      • no encouragement to ask for help
      • etc…
    • self service library
      • easy and intuitive

      • helpful & friendly signage
      • alerts to possibilities

      • direct online interaction
      • self-checkout
      • drive-up window
      • 24/7/365 access
  • step eight: Get the book into the customers’ hands
    • if books are the brand, what could you be doing with books that you’re not doing now?
      • reduce processing time
      • grab-and-go collection
      • buy when it’s fast and affordable
      • float the collection
      • Netflix model
      • Weed!
      • merchandise the collection

    • Through merchandising you can
      • transform the library experience
      • find out what sells
      • sell what you want to buy
      • find out what nobody will read as part of the everyday process
      • make it easier for your public to discover materials, “impulse buy”
      • make it a little harder for your staff to find specific titles
    • [photos of merchandising examples]
  • Step nine: Transform the library experience
    • find five things that would surprise and delight your customers and put them in the center
    • a warm, inviting 21st century environment
      • has a greeter
      • comfortable
      • allows food
      • provides public computers & WiFi
      • allows cell phones
      • avoids too many rules
    • the destination library
      • enjoyable, friendly, fun environment
      • comfortable seating
      • extended hours
      • hi tech, hi touch
      • browsing, book clubs, author events
      • drop in story hours
      • supports personal use of technology
      • community center
      • fosters collegiality
    • serve kids
      • does your children’s area have a percentage of floor space that equals their percentage of circulation?
      • play fair
  • Step ten: Overcome overdues
    • reexamining the rules
      • pay when $10 threshold is reached
      • Fine Free Fridays

      • no overdues — but we love donations

      • courtesy reminders — consider Library Elf
      • multiple renewals
      • new motto: “Late is great!”
  • step eleven: take the library to the people
    • have an online application process and mail the card with the library info
      • provide live online services
      • put satellite libraries in the community
      • experiment with mobile communication to cellphone & PDA
      • [screenshots of examples]
  • Step twelve: Make something happen
    • did anything happen?
      • depends on results for the customer, not the library
      • depends on fit with everyday life of the customer
      • how many things have to “go right” for this to work?

    • focus on results for the customer will help you to…
      • chose among the flawed options
      • avoid “compromises” that produce no results
      • handle the down side of a great choice
      • do the extra work that makes a real difference
    • 5 things you can start today
      • look at the rules and remove or restate

      • look at what people want & find ways to deliver it. ask them and listen when they answer

      • walk through your building and fix what doesn’t work for the customer
      • incorporate customer service into every decision and problem solving process
      • treat every customer like a person

Breakout groups: Five things your library can do to surprise your customers



  • Suggestion box
  • free paperback for every $1 in fines paid
  • address customer by name
  • more color in the library (too much tan)

  • MySpace page
  • check out off items: GPS, Projectors, Laptops
  • WiFi
  • “Check Us Out” sign
  • Gaming Night
  • AccuCut machine for public use
  • No fines
  • Allow cell phones
  • Automatic reminders
  • Recommendations in the OPAC
  • Put holds in an ordered queue
  • More classes for the public
  • Audio book during a knitting circle
  • Open 5-midnight one night
  • 5-cent fine on unfriendly staff
  • Live mystery at the library
  • DVD checkout length as book
  • group computer space
  • public fax machine
  • food allowed area
  • fine free day
  • cake pans
  • door greeter / roving staff member

  • allow food
  • emphasize the e-resources
  • teen hangout
  • “We settle bar bets”
  • new baby program
  • book delivery program
  • movie nights
  • Director “open door”
  • treat drawer
  • no rural membership fee

  • background music



Find the nearest Starbucks via SMS

Just send a text message of your zipcode to MYSBUX (697289) and you’ll get back the phone numbers and addresses of the local Starbucks. Caffeine here I come!

Category: sms, starbucks  One Comment

Podcasts: Part 2

I remembered earlier today that I previously posted a list of the “professional” podcasts I listened to and promised a list of “personal” podcasts. Well here it is.

Stealing Passwords

I’m giving a workshop next week in Utah titled “Setting up Wireless Access in Your Library” and of course, one of the topics covered will be security issues. In preparation I’m playing with some very interesting software including Ethereal. To keep it non-technical, Ethereal allows anyone to sniff, trap, and save network data, including data being transmitted over the air via WiFi connections. As a test, I connected to an open WiFi access point, started a capture, and logged into my flickr account. I then stopped the capture and saved 2.25MB worth of data (about 45 seconds worth of surfing). Look what I found when I searched the data for the word “password”:

Password stealing

I’ve obscured my password for obvious reasons but I’m sure you still get the point. So, who wants to log into their bank account from a Starbucks?

Category: starbucks  3 Comments

Free coffee @ Caribou this Friday.

Bring in this Starbucks coupon to your local Caribou coffee this Friday and they’ll honor it. No, I’m not kidding. Here’s the story.

A nickle’s worth of free advice

I’m requesting your opinion. I was in Starbucks this morning and bought a coffee an iced venti non-fat light ice caramel machiato for $3.95. I paid with four singles which was all the cash I had on me. What should I have done with the nickle? Should I have kept it and not given a tip or put it in the tip jar? Does one of the options insult the barista’s less or more? What to you think?

Category: starbucks  4 Comments

Just call me Sparky

Reno Rendezvous by Leslie Ford
As I write this I’m sitting in seat 10C on a United flight from Reno, NV to Denver, CO after aproximately 24 hours in Nevada. I think Murphy came with me on this one…

It started yesterday morning with my leaving my bag at my house instead of bringing it with me to the office so I could go straight to the airport for my 3pm flight. That created the necessity to go back home to get my bag.

After checking into my hotel in Reno I was off to Sparks, NV (a Reno subburb) to find the Sparks branch of the Washoe County Public Library. This short trip was to make sure where I needed to be the next morning to teach my class. I went in, introduced myself to the librarian at the reference desk and said that I was confirming this was the branch I was looking for. She confirmed as such and even pointed me to their meeting room as that’s where training was generally held. I thanked her and headed back to my rental car. A few feet short of the car I reached into my pants pocket for the keys and found only lint. I’d locked the keys in the car.

Luckily I have a AAA membership so I pulled the card out of my wallet, and, since I was in Nevada, and not Colorado, figured it would be better to call the national 800 number instead of the local 303 number. I dialed and was immediately put through to AAA Colorado. It seems that their system is “smart” and figured out that I must be calling from Colorado due to the caller ID on my phone. I informed the person on the phone that I was not in Colorado but in Nevada and his response was to ask me if there was a land line I could call back from as that would be “faster” than him putting me through to AAA Nevada. (Look, I understand how the system works, but in an age of cell phones, what’s the point of having both local and “national” numbers when, if you’re calling from a cell phone, your actual physical location becomes irrelevant to the system?) I was eventually promised that someone would be around to help me “within the hour” and 1:15 later, someone did arrive. It took the lock guy exactly five seconds (I timed him) to get into the rental car.

That’s the end Thursday for me and I ended up having dinner at the hotel as I didn’t want anything else to go wrong.

This morning I awake early, find a Starbucks, have some java, and arrive back at the Sparks branch at 7:00 in anticipation of my contact person showing up to let me in at 7:45 for my 8am class. At 8am, I’m starting to get nervous as no one else has shown up yet. The phone calls to both BCR and my contact’s office number start at this point. I leave a voicemail for my contact and the folks at BCR confirm that I’m in the right place as far as they know. At 8:30 I get a phone call from one of the students (who got my cell number from BCR) wondering where I am. Well, I’m at the Sparks branch but all the students are at the Spanish Springs branch, which, by the way, is also in Sparks. (At this point, I’m sure the total confusion was my fault.) Off to the right branch I head to start class 45 minutes late. (This is the first time in nine years I’ve not started a class on time.)

After class, a wonderful lunch with some systems folks, and a much needed bananna frappaccino at the same Starbucks from the morning, then off to the Reno airport for my 4:30 flight home. The flight home by the way, is going through San Francisco (no need to draw you a map I’m sure) and gets me into Denver at 11:50pm. At about 4:00 I head to the mens room and notice that at the next gate over is a direct flight to Denver leaving at 5:00pm, getting me home about 8:00pm. I ask if I can switch flights (I’ve only got carry-on) and I’m granted not only a seat on the dirct flight but an exit-row seat in economy plus. (Mondo leg room here I come!)

So, I’m in that seat. The seat that doesn’t want to stay in it’s “full upright and locked position” (real fun during takeoff,) and a reading lamp that won’t stay on, or off, for anylength of time.

I need a vacation…