Secret Shopper
Secret Shopper I approached the secret shopper readers’ advisory assignment in a slightly different way for a few reasons. Instead of interacting with the librarian to ask for a good read, I used my husband as a guinea pig and observed as the librarian helped him find his next book. The reason this avenue was chosen is because in previous exercises for other classes, when asked to interact with librarians to observe their style or techniques, I found myself unable to resist prompting them when their suggestions didn’t address my needs or questions. Frankly, I was steering them to the answer when they failed to even attempt offering the service I thought they should. This way, I could be the observer without interfering with the customer service delivery with my own preconceived notions of what the transaction should look like. We stopped in a very nice, somewhat large, public library that caters not only to an affluent suburban area, but also to a large high schoo