More Than You Expect

photo from the Glen Carbon Library

Everyday you have a choice.  
You can choose to get away with the least amount possible, scoot under the radar and sit in the back row...

or

You can tackle each part of your day with gusto, reflect on how to get better and pleasantly surprise everyone you encounter.

The Glen Carbon Centennial Library, located about 45 minutes outside of St. Louis, IL, made the decision to go for the gusto.  Glen Carbon is a once rural community that has grown into one of the “100 best spots to live” (according to Money Magazine in 2009).  At first glance their modest library reminded me of a welcome center at a National Park - open timber entryway, cozy seating by the fireplace and natural materials everywhere.

But it’s their motto that sets them apart:  “more than you expect”.  Mission statements can be wordy, pretentious and slippery but a motto is simple, it cuts to the chase.  ‘More than you expect’ sets the tone at Glen Carbon as a place where the librarians are willing to “do whatever it takes” to help their patrons.  

So what makes Glen Carbon so great?

• a cozy, welcoming building- built in 2004 - thanks to the support of the community
• open doors from 9-8 Monday-Thursday, 9-5 Friday and Saturday and 1-5 on Sunday.
• a cool, colorful, easy to read newsletter with a bazillion programs for everyone starting, with a Lego club and ending with movies, magicians and book clubs.
• a service project for the Animal Rescue League.
• a record of every time a visitor is told “no” by a librarian.  The data is used by librarians to brainstorm ways to change nos to yeses in the future.  
• librarians greet people by name, even though 2,000 new member have joined in the last two years.

Anne Hughes, the library director, was quoted in a Library Journal article as saying,  “use your best judgment in the best interest of the patron. There are never any bad consequences when the patron leaves happy.”  Now that is dedication to customer service that is not always apparent in the public sector.

As a teacher in a public institution I have met teachers that knock my socks off with their dedication, enthusiasm and work ethic.  I’ve also seen public employees with the opposite motto.  Something like “the least I can get away with” or “I’ll do it until I get caught”.  But mostly people fall in the middle somewhere.  They have a personal motto of  “good enough”, or “what’s in it for me?”  I don’t know about you but I think I’d prefer to have “more than you expect” hanging over my desk.

So what can we do to ‘be more’, to do more for others and to rise above mediocrity?

• are you tired of me saying “smile” yet?  Too bad.  The number one thing you can do to make the people around you feel good is smile.  It’s also a great way to establish positive relationships with co-workers, clients, your boss and your family.
• make a commitment to reflect on your daily practices.  This takes time and can be painful but it’s the only way to improve.  Once you find a weakness, make a plan to improve.
• encourage and compliment the people around you - this goes back to Covey’s “win-win” ideal.  Help others feel good about themselves and they will feel good about you and you will feel good about you.
• do your best.  I tell my 4th graders this all the time, so I guess it’s good advice.  Approach each part of your day thinking how you could do your best.  Can you say ‘hello’ and smile at everyone you pass in the hallway?  Keep your patience until bedtime?  Put a smiley note in your kid/husband’s lunch?  Ignore someone's mistake? Put a little more time into your work or your relationship?  
• don’t fall into the trap of comparing yourself to others.  You will either feel disappointed or inflate your ego.  Use your own personal thermometer to see if you are doing your best and offering others ‘more than they expect’.

There are a few rewards for doing your best and giving others more than they expect.  One is the positive response of the people around you and the other is the sense of satisfaction that comes at the end of the day when the people are all gone and you turn of the lights and drive home.

It must be a familiar sensation for the librarians at Glen Carbon.