Thursday, April 14, 2022

Dr. Steve Albrecht New Blog Post: "Library Customer Service - Hawaiian Style"

We've just posted a new blog post by Dr. Albrecht in our "Library Service, Safety, & Security" section of Library 2.0"Library Customer Service - Hawaiian Style." 
The Queen's Medical Center, or the Queen's Hospital, as it's known, was founded in 1859 by Queen Emma and King Kamehameha IV, and is located in downtown Honolulu on Oahu. The mission of the hospital at its founding was to provide healthcare for all Hawaiians. Queen's former CEO Art Ushijima, who retired in 2018 after 30 years there, was the shepherd for many service quality introductions and improvements in this massive healthcare system. I know all this firsthand because my father, Dr. Karl Albrecht, and his training staff (including a young consultant named Steve Albrecht) worked at Queen's for several years, under Art's leadership, training to make service excellence a part of Queen's healthcare mission as well.

It was during this time, my dad coined the phrase at Queen's called "The Spirit of Service." This idea was created using a mix of the "Aloha Spirit" that is so much a part of Hawaiian culture and a service orientation that puts the patient (also called the "customer," internally at Queen's, and now at many other hospitals around the country) at the absolute center of the total hospital experience.
Read the full blog post here

While Dr. Albrecht's twice-monthly podcast and blog posts are available for free, as are our regular mini-conferences and all the conference recordings, we also offer a series of Dr. Albrecht paid webinars and recordings which are available for individual or group viewing here.

We also invite you to our next paid webinar, April 28th: "Customer Service in Stressful Situations: Step-by-Step to Better Interactions with Patrons," part of the Library 2.0 "Essential Librarian" Series with Dr. Albrecht.

"Customer Service in Stressful Situations: Step-by-Step to Better Interactions with Patrons"
Part of the Library 2.0 "Essential Librarian" Series with Dr. Steve Albrecht


A 60-minute training webinar presented by Library 2.0 and hosted by ALA author and library service, safety, and security expert, Dr. Steve Albrecht.

It can be hard to talk with certain patrons, for a variety of reasons. Our ability to provide the best service possible to them means we have to be even better listeners and ask useful questions, especially when the patron is either under stress or having trouble communicating with us. This session can help you get conversational control before things spiral in wrong directions and ruin the library experience for you and them.

This overview session on how to respond step-by-step to service situations in the library is another in our “Essential Librarian Series,” designed to be shown to new staff and leaders and to provide a refresher for all who work in the library. A discussion guide, as well as the presentation slides, will be available to all who participate.


  • What makes talking to rude or entitled patrons so tough?
  • How not to take it personally.
  • What can learn from the Hawaiians about excellent customer service?
  • Defining the Library Patron’s Customer Value Model.
  • The value of using questioning models: therapeutic, open-ended, closed-ended
  • Talking to an angry parent.
  • Getting help for non-English speaking patrons.
  • Talking to a delusional, confused patron.
  • Helping patrons with possible dementia issues.
  • What about the tearful patron?

DATE: Thursday, April 28th, 2022, at 2:00 pm US - Eastern Time


  • $99/person - includes any-time access to the recording and the presentation slides and to receive a participation certificate. To arrange group discounts (see below), to submit a purchase order, or for any registration difficulties or questions, email
  • FREE for those on individual or group all-access passes (see below).

TO REGISTER: Click HERE. You will first need to be a member of Library 2.0 (free) and be logged in. Please click "Sign Up" on the top right and we'll approve you quickly. You can pay by PayPal or credit card, and will receive immediate and permanent access to the webinar recording. If you have any trouble registering for a webinar, if you need to be invoiced, or if you have any questions, please email admin@library20.comNOTE: please check your spam folder if you don't receive your confirmation email right away.

SPECIAL GROUP RATES (email to arrange):

  • Multiple individual log-ins and access from the same organization paid together: $75 each for 3+ registrations, $65 each for 5+ registrations.
  • The ability to show the webinar (live or recorded) to a group located in the same physical location or in the same virtual meeting from one log-in: $299.
  • Large-scale institutional access for viewing with individual login capability: $499 (hosted either at Library 2.0 or in Niche Academy).


  • All-access annual passes include access to the recordings of all of Dr. Albrecht's previous Library 2.0 webinars, plus live and recorded access to his new webinars for one year. These are hosted either at Library 2.0 or Niche Academy (if preferred).
  • For a $499 individual all-access annual pass to all of Dr. Albrecht's live webinars and recordings for one year, please click here
  • Inquiries for all-access organizational contracts should be directed to

Since 2000, Dr. Steve Albrecht has trained thousands of library employees in 25+ states, live and online, in service, safety, and security. His programs are fast, entertaining, and provide tools that can be put to use immediately in the library workspace with all types of patrons. In 2015, the ALA published his book, Library Security: Better Communication, Safer Facilities. He is currently writing the sequel, The Safe Library: Keeping Staff and Patrons Secure in a Changing World.

Steve holds a doctoral degree in Business Administration (D.B.A.), an M.A. in Security Management, a B.A. in English, and a B.S. in Psychology. He is board-certified in HR, security management, employee coaching, and threat assessment.

He has written 24 books on business, security, and leadership topics. He lives with seven dogs, two cats, and three chickens.

Webinar Recordings Available:

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