Public libraries draw from other industries (perhaps not as often as we should). One area is customer service. We can look to the hospitality field and find many similarities. Restaurants and hotels know that making a good first impression leads to repeat customers. Librarians know this too -- customers are greeted when they enter the building, library staff smile and sometimes even call customers by their first name. Some libraries have a "user first" philosophy that drives everything done in the library. Librarians like those in the hospitality industry serve both internal and external customers. When have you experienced good customer service? When have you not experienced good customer service?