This document discusses the importance of customer service for libraries. It notes that libraries now face competition from other information sources like bookstores and the internet. Good customer service is necessary to keep patrons coming back. The document provides tips for libraries to improve customer service, including training staff to understand their role in providing good service and adopting philosophies like FISH! that focus on being present and choosing a positive attitude. Fun ideas are suggested like rewards for loyal patrons or making sure policies are easy for patrons to understand. The overall message is that branding, marketing, and excellent customer service are all critical for libraries.