Open Discussion Notes 7-27-16

11:15-11:45, Break Room
Moderator: Albert
Recorder: Karen

1. Sort Machine:  At end of day do not turn off--just pause, close screen.  Reconnect bins after unplugging.
2. Credit Card Machine:  Use little machine to start credit transactions, then enter rest of info in large machine. Process credit card payment before finishing in Smart Money (to make such charge is accepted before crediting customer).
3. DO NOT turn off printers at workstations.  This creates problems (workroom printers are still not working correctly).
4. We're currently waiting for toner for the workroom printers.
5. Customer Service: the security guard changed a flat tire for a customer on Tuesday, July 26.

Smart Money--Notes from the Training

Dimitri and her staff included a lot of information and background in addition to the information in the training handout.  Here’s a few key points I added to my handout:

1.       Key in the right amount!  This is especially important--all the time.

2.       Refunds: 

a.       Refund Found on Shelf items the full amount (cost of item plus processing fee), because we lost the item.  Refund Lost items the cost of the item only, because the customer lost the item (and later found it).

b.      Allow 2-3 weeks to process a refund check.

c.       Submit with the Revenue Refund Memo (on the Intranet) the customer’s receipt or a screen shot of the Fines Paid screen in Sirsi.

3.       Voids or Waives: No voids or waives in Smart Money once a transaction has been rung up.  Managers only can void a credit card  transaction before the sale is completed.

4.       Credit Cards: 

a.       No American Express cards

b.      No charges less than $1

c.       No charges more than $200.

d.      The customer must sign the original receipt and it must be put in the change drawer.  It is the customer’s authorization for the charge.

5.       Spare Change: can ring in as Misc or Booksale (like when a customer says, “Keep the change”).

6.       Non-Resident Cards:  for non-Texas residents, $20 for 6-month card, $40 for 1-year card.

7.       Deposits:

a.       Book Sale envelope includes book sale, earphone, and flash drive sales.  The funds are deposited at Wells Fargo.

b.      Fines envelope includes fines, replacement cards, bags and miscellaneous.  The funds are deposited in the city’s account at Chase.

c.       Credit card payments going to different accounts (such as book sale and bag combos), must be rung up separately so we have credit card receipts for each account. 

d.      Don’t staple envelopes together—they get separated when counted into private and city funds.

e.      Don’t highlight the Merc Cat sheet—the Financial Services staff marks the sheet as they count the deposit.

f.        If there’s not enough cash to complete separate envelopes for Fines and Book Sale, combine the deposits in one envelope with the  two Merc Cat sheets.

g.       If we don’t have enough deposit bags, we can combine separate days in one bag.  BUT we should be sending a deposit with each Delivery.

8.       Password or technical problems with Smart Money:  email Jeff Robin or call the IT Help Desk (ext. 31570).

Are there notes you made on your handout that I haven’t included?  If so, please share them with the rest of the team. 

Better understanding of Smart Money and our payment process will  improve our customer service!

Karen

Staff Meeting Notes 1/7/15

Kendall Staff Meeting, 11:15 – 11:45 AM, Breakroom

1. Updates & Reminders:
1. New Year’s Resolutions (Karen). Discussed shared resolutions for staff: keep sorter room and public service desks neat; have a another dance party; help all customers use self check. Handout: 15 things to make time for in 2015 (from The Container Store).
2. Work Flow/ Daily Tasks (Karen): Michele Gorman has asked managers to compile a list of daily tasks. Karen will post on blog so everyone can review and contribute. Due Jan. 23. The List. The Blog post.
2. Circulation Updates (Alisa): Train-the-Trainer meetings with Circ Admin coming up soon.

Quick Notes

• Deputy Director of Customer Experience Staff Chats: Michele Gorman wants to meet monthly with public service staff and will be hosting lunch chats (with pizza!) throughout the system.  Kendall is in the region with Alief, Robinson-Westchase, Walter and Southwest Express.  Our meetings will be Wednesday, March 11, 11:30-12:30, at Alief, and Thursday, September 17, 11:30-12:30, at Walter.  You are welcome to attend either meeting--let Karen know in advance so she can add it to the schedule.
• Building lights on 24/7:  Following the string of library break-ins, Michele and John Middleton asked each location to leave all lights on overnight.  GSD came Monday and turned of the timing, so the interior lights will stay on unless you manually switch them off. Please pay special attention to the lobby, sorter, delivery, and meeting room lights on the first floor, since this area is the most visible (and accessible).  
• Meeting Room Reservations: Every customer using a public meeting room must fill out a room reservation form, even if he or she is just studying.  There are two reasons why this is necessary: 1) the rooms are public meeting rooms and events (even personal study) must be open to the public; 2) if something happens (the projector was stolen out of the 1st floor meeting room), we have contact information for the person reserving the room.  The meeting rooms on the first and third floors should be locked when not being used for security reasons; because the 2nd floor room is glassed in, it’s easy to see what’s going on in there.  The study rooms on the 2nd floor can only hold 2 people, so they’re not considered public meeting rooms and don’t require a room reservation form.
• Window Blinds: You can close or adjust the window blinds during the day to block sunlight, but they must be fully opened (at least, those that are operational) at the end of the day so interior of the building can be seen from those passing by.  We want them to notice what an attractive and appealing space the library is.
• Credit Card Sales: When ringing up a credit card sale, please make sure the amount on the charge slip is the same as the amount entered in SMM.  We had a customer recently who was  charged $1.80 for $18.60 in fines credited to library account--a bargain for them but a disaster for us.

Upcoming Staff Events

• Friday, January 9: Pay day
• Friday, January 16: Last day of Pay Period
• Wednesday, January 21: Staff Training Meeting: I. Readers’Advisory for Kids (Leona); II.  Readers’ Advisory for Adults (Alice)
• Wednesday, January 28: Open Discussion Meeting