Upselling in the library

“Upselling” is a sales term that refers to convincing customers to purchase additional items or a more expensive version of the same item. However, we can “upsell” in libraries too – and it doesn’t cost people anything! It’s just a way of promoting library materials or services that patrons may not be aware of…yet. For example:

Readers’ Advisory: Someone is moving soon, and wants some books about moving to help prepare their child(ren). I can recommend a few – and I can also walk them over to the menu of booklists I made on frequently requested topics like moving, first day of school, new baby, and big feelings. This is also a good time to mention the Book Bundle service, where patrons can fill out a form and get personalized book recommendations.
Museum Passes: If a patron is checking out books about art or natural history, or mentions that they are looking for activities for the family, ask if they know about the library’s museum pass program. Patrons can reserve museum passes from the library for discounted or free admission!
Programs: When talking with families with kids in certain age ranges, make sure they’re aware about any programs you offer for kids in that age group – for instance, baby lapsit storytime for infants, Rhyme Time and Story Time for toddlers and preschool, STEAM and graphic novel book club for elementary-age students.
E-books and Audiobooks: Do patrons know about Libby? Some parents/guardians may even be using Libby themselves for e-books and digital audiobooks, but aren’t aware that there are thousands of kids’ titles too! I make sure to mention this if a family tells me they have a road trip coming up, because audiobooks make long drives much better.
Library Network: Most public libraries belong to a consortium, a network of other libraries in the state that share materials. So, if my library doesn’t have a book, another library will lend it to us. Patrons can borrow it from their home library, return it to their home library, and the system will take care of getting the book back to its place. I use this system daily, but rather than taking it for granted, I appreciate how truly magical it is. And, with the simple but functional library app, patrons can place hold requests, see what they have checked out, renew items, and make lists.
Databases: Libraries have access to databases across a variety of topics: newspapers, language learning, test prep, even crafting! Although, with the administration’s drastic cuts to the Institute of Museum and Library Services (IMLS), database access in Massachusetts has been reduced lately.