"Making the Connection"

This is the third workshop of Julie Gaver's that I have attended.  She is a great motivator.  Her workshops are high energy with lots of hands on practice.  As previously stated by other participants, it is difficult to look someone in the eye and feel comfortable.  But she was spot on saying that this technique helps to show that the patrons matter and are noticed.  I have made a conscious effort to begin making eye contact with our patrons.  I hope the more I try this, the easier it will become.  I also agree with her that this is the first step in achieving excellent customer service.