One Million Red Ribbons

Classical Marketing convinces us that the key to successful positioning in the market for any enterprise is to win and retain customers through effective satisfaction of their needs. I remember an example, when one of the libraries to conduct research on service quality readers. On the first day all the librarians were given the setting – in the issuance of the books do not say hello first, not to mention the readers by name and not use the words "please". All marketers are leaving readers poll conducted blitz as they like in a library. Received was a lot of different answers – someone said that the lighting in the reading room was dim, someone said that the tables were uncomfortable, and chairs a few harsh, someone was indignant that he did not need books, some not at all able to articulate their views, but noticed that somehow they are not very much. On the next day before the library staff was put quite the opposite problem – when communicating with the readers need to say hello, to call him by name and issuing order books to say "please". In this day in the library survey of visitors was not a single indifferent or negative opinions. Everyone was talking about what a wonderful library, where there is a spacious reading room, and excellent lighting, and comfortable furniture, and flowers. Highlighted courtesy of librarians who have worked quickly and professionally. Even in the absence of some of the books people are treated with understanding – a good library, all of it comes naturally that popular books dismantle what do here, do not worry, come again.