Really enjoying The Library Garden – conversational, pithy and looking at our issues through our eyes.

“In Robert Spector's book "Lessons from the Nordstrom Way" he devotes a whole chapter to "dumping the rules". Spector suggests, rightly so methinks, that every rule -- EVERY rule -- is a barrier between the library and the customer. If you feel resistance to this idea and start thinking about all of the reasons you need the rules, I ask you to ponder: Do the rules make things easier/better for your customer?”

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