Schaaf is a business author and journalist who has written thirteen books on customer service. Renita Irvin, Sharon Grossardt, and Pat Martin are shown pondering the impossibility of creating a three level structure in which all individual units in a layer have contact with all individual layers in the lower level. According to Schaaf, the customer service dynamic has changed during the 1990s. In high profile industries, customer service has been downplayed. Customer complaints result from the shortfall between customer expectations and their actual experience.
People are either trading time for money, or money for time.
Because of technological advances, this translates into service delivery that can be delivered anytime and anyplace. Schaaf said the Internet is driving the demand for instant service. Participants had the opportunity to network with peers at the keynote session. Judith Schierts, Jeanne Acker, Judy Ready and LaVonne Beach. He said that libraries need to encourage people to spend more time in the library by talking to customers about their needs.