On Thursday and Friday, April 14 and 15, 2016, Plum Creek Library staff met at Shalom Hill Farm for a staff retreat. I attended the Friday sessions and had a wonderful experience. I got to put faces with the PCLS libraries and staff that I had not met before. I feel that I learned, and/or was reminded, of many customer service “musts”…good communication, attitude vs. aptitude, approachability, the core emotional skills of genuine kindness, intelligence, work ethic, empathy and integrity. We broke for lunch…good food provided by the participants. After lunch we talked about library displays and marketing our libraries and their services. Hearing what other library staff are doing… creative ideas for dealing with issues and problems and ways to improve the service we provide, was a great way to spend a day. We wrapped up mid-afternoon and talked about doing it all again!