Dr. Curtis Rogers just bought a MacBook (hooray!) and he describes the customer service at the Apple Store:
I kept on looking for her to walk me to the back of the store to the check out counter but that was not the case. Another guy came up and while she went to grab my new MacBook, he checked my ID so I would get the State Government discount and with a handheld device, processed the sale. I NEVER moved! He swiped my card right there, I signed his handheld device and was good to go. What a great experience!!! Why can’t libraries do this? I know, the first answer is “lack of funds”, but there are some things that lack of funds has nothing to do with. How about come out from behind the desk and do roving reference. Ask patrons what they need help with. Take them to the shelves and show them areas to browse. If you do have the funds, get handheld devices that let you browse your card catalog and the web so while roving, you can answer questions on the spot! Go to an Apple store and take notes. Make changes in how you do business and you’ll get more people to come into the library!