I searched through my old e-mails for the topic " LSSI" becauseI am currently listening to the CD version of the New York Times # 1 "business best seller," Delivering Happiness, by Tony Hsieh. I'm only half way through it, but as I listened this morning I recalled our discussion about LSSI and Santa Clarita and Camarillo Public Libraries being turned over to private business management.
In the book, Delivering Happiness, Tony Hsieh discusses going through a number of tough decisions to make Zappos profitable. And even though this is a capitalist venture, one of the lessons he learned may also apply to libraries: A major turning point in the success of Zappos is when Tony realized that one should "never outsource your core competency." I did some additional research online and found these comments in a review of the book:
1. Never Outsource Your Core Competency
2. Your Culture Is Your Brand
3. Service That WOWs Translates to Great Marketing
I wonder if LSSI and other private companies running libraries have the same passion to "Deliver Happiness" and to provide WOW customer service?
Just thought I would throw it out there for what it is worth considering. What is our "core Competency?" What is our "culture" or brand? What do we do best to WOW our patrons?
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1 comment:
Gwen, Hope you have had a good birthday. Don R.
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