A customer recently told me, "The library has been so good to me. I have been using this library for years and recently your service has been very efficient and I have been receiving my items very quickly. It's been great." I noticed he had several DVDs and I mentioned that we shortened the loan period for feature films and we think that has helped with the turnaround rate, giving more people access to popular movies. He agreed and noticed that, too. He was thankful and said we probably get a lot of "sticks" (or complaints) but he thinks we should get some "carrots" (or praise) now and then, too!