The "just do it" approach to customer service development.

The article describes the case of the Customer Services Group at Newcastle University Library which wanted to develop services that would have positive impact on library users. The group conducted a survey which found that users wanted less noise and distractions while studying. The group then developed a campaign in which regular sweeps would be made on each floor of the library every day during the examination period of May 2010 and staff would check for noise, trailing wires from laptops, litter and unattended belongings.