9/11 Story from a Survivor

Catherine Balkin, founder of Balkin Buddies, has posted her husband's story online: http://www.balkinbuddies.com/worldtradecenter.html

He was in the World Trade Center on 9/11 ...

Catherine says, "You are free to share this account with your students or quote from it as needed. We do not require that you ask us for permission in advance and there is no charge to use it. We have no wish to profit from 9/11 in any way."

She also encouraged me via email to share it with anyone who "may benefit" from it.  Take a look ...

The Importance of Words

"Mama, my throat hurts," my two-year old niece said.

And my sister knew it was time to rush to the emergency room.

It turns out that an allergy (to cashews? we'll find out after tests...)
has the ability to make this little girl stop breathing...
Anaphylactic shock

How does Auntie Tat deal with the situation?
Biblio-therapy ... This book is actually simple and clear enough to work for the littlest ones:


All this to say ... how important it is for little ones to be able to communicate ... how important to share words with little ones...

I worked at our "downtown" branch recently.  After helping a middle-aged woman find some books on "recovery" and some religious music, she shared with me a personal story as well as the Cherokee tale about "the two wolves inside of me."  ... another commonality of humanity -- the fight within us all ... 

Here's a Youtube telling:

Hugs All Around: An Outreach Story

I've done
a TON
of outreach last week ...
and there is always more

and

i

love it:

No sooner had I sat down in the "teacher's chair"
one Boy has something to say
"What is it?" I ask
"You're hot!!" he says, and gives me a hug
small Girl and big Boy both follow his lead
"Thank you.  Nice to meet you . . . I'm Miss Hayley, and I'm from the Library..."


Sometime after I bring out the Library's burping frog puppet:

little Girl says seriously, "I'm inviting you to my birthday party."
"Did you all like that? ... (I make eye contact with Girl) Thank you. (I look away to attend 
to a different, needing "friend.")

At the end of the visit, little Girl states: "See you at my party."
Another Sweet Child hugs me good-bye

Hugs All Around
... we all needed them

Thirst for Knowledge

I've been quiet on this blog during my vacation from library-related activities.  I've been finding myself away from the computer ... and racing around ... mentally as well as physically.

I've been learning ... or trying to to learn.

My last day of work before vacation ... my first customer of the day ... I saw an "older gentleman" (as my professional co-worker would say) on crutches ... gingerly making his way over to me: "Good morning.  How can I help you?"  I gathered that he wanted to make a copy but had no library card.  I explained the procedure for this circumstance: "You'll need a card to get the machine to work.  If you go to the front desk with your ten cents, you can get a Courtesy Card."  The patron replied, "I want you to make the copy."  I read his tone as slightly demanding, and I asserted that the copiers were self-service but that I would show him how to use it once he had a card.  In perfect measure the older gentleman responded, "I'll go to the post offiice then."

...


I didn't know what to say.  I had relayed the information. I was ready to help in the way I could ...
I watched him crutch away and  felt unhappy about the interaction.

...

What would you have done?



I recently bought this at Rogers Farmer's Market!  Smart People DO Thirst for Knowledge!



After this experience, I immediately consulted with a colleague.  I feel my reactions weren't the best human response, but I wonder how to work that into "policy."

I've learning about these topics of communication and emotion in my personal life as well ... Which reminds me, I need to update my Shelfari shelf ...

Customer Service: The Need for Apology, Empathy, and Explanation (A Personal Story)

10:02 p.m.

I huff and I puff and I snuff and I rush
From concourse B
to concourse D

This was after the shuttle bus drove past
the assigned pick up location on my receipt
at

3:10 p.m.
The shuttle drove past
I called the company on the phone
Who said, “Well, we can’t get another driver there for an hour”
in a WAY less than empathetic tone
So I hail a cabbie who was as nice as could be
He had another passenger already – which was lucky for me
Since the cash I was carrying wouldn’t suffice
And the Bloomsbury vendor was generous and nice
She loaned me some cash and told a great story
About her harrowing trip in
Which made this (so far) mishap boring
(She almost missed her flight after locking her keys in her car
and sat next to a long-toed passenger who was truly bizarre.)

At 5:40 p.m.
I’m at Gate D4, but nobody’s boarding
And I wasn’t sure
So I approach Delta staff to make sure that I’m right
With less than three words, she confirms it’s my flight
But neglects to inform
that the plane is delayed because of a storm
Concerned about my connecting flight
I stand in line again to make sure I’ll be alright
Another staff member (tone equally cool)
States “You’ll be fine” in a way that makes me feel like fool

At 10:00 p.m.
As I exit this first flight and see my gate
It’s “BOARDING” – If I don’t run, I’m going to be late!
I huff and I puff and I snuff and I rush
From concourse B to concourse D
“Excuse me! Excuse me!”
Of course, you know, I didn’t “make it in time”
And when I get there, I’m second in line
The unfriendly staff doesn’t bat a lash
As she ignores my sweat and my un-Olympic dash
Instead of a smile and “Sorry” and soothing explanation
She ignores my communication
What is she doing ?!
Staring at her computer screen -- apparently, she’s made me another reservation


There’s much more to tell both in detail and plot
But for a rhyming poem… I’d rather not

Let’s stop the story here and just jump to the moral:

Customer Service is communication in words and in tone –
After an inconvenience,
Apology, Empathy, and Explanation is the touchstone.

Indeed, my customer service awareness and skills during yesterday and today
Have improved 100% -- a GREAT conference take away.