Enhance the customer experience by increasing staff engagement! Learn how the Plano Public Library created a cohesive customer service experience by training staff to share “just one thing” about the library. Staff became more comfortable with patron interactions and engaged with more people during outreach. This concept became a cornerstone to the Outreach & Engagement team’s training and communications. With this concept in place, specific staff were identified for different types of outreach events to address the needs of different communities in their city.