We were lucky to catch up with Lindsey Dorfman recently and have shared our conversation below.

Hi Lindsey, thanks for joining us today. Let’s start with a story that highlights an important way in which your brand diverges from the industry standard.

<msreadoutspan class=”msreadout-line-highlight msreadout-inactive-highlight”>Actually, yes—at the Glenview Public Library, we do approach service a bit differently than what you might see at other libraries. Our focus is really on building relationships. We lead with kindness and empathy because we want every person who walks through our doors to feel seen, heard, and genuinely cared for.

We have five service ideals that guide us: be empathetic, be kind, be helpful, be knowledgeable, and be yourself. That last one—be yourself—is so important. It gives our team the freedom to be authentic while still providing exceptional service. And while a lot of libraries can be very rule-focused, we try to take a more thoughtful approach. If a policy doesn’t make sense in a particular situation, we look at the bigger picture and ask, “What does this person need, and how can we help them accomplish what they came into the library to do?”

A lot of that mindset actually comes from my background in hospitality. When I was younger, I worked in high-end restaurants where the standard was always to provide a high level of gracious and professional service. That really stuck with me. I’ve always felt like people shouldn’t have to pay hundreds of dollars to get that kind of experience. Why shouldn’t everyone be treated with that level of care and attention? That’s what we try to bring to the library every day. Because honestly, what better place to offer five-star service than your local public library?
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Lindsey, love having you share your insights with us. Before we ask you more questions, maybe you can take a moment to introduce yourself to our readers who might have missed our earlier conversations?

You know, I didn’t grow up wanting to be a librarian—but once I found my way into this profession, I never looked back.

There’s really no other place like a public library. It’s one of the few truly open and welcoming spaces for everyone. We offer resources and services for every stage of life—from babies to seniors—and we serve people of all backgrounds, regardless of income, age, religion, or beliefs. Our mission is to connect people to the power of knowledge, information, and discovery. That work empowers individuals and makes a positive impact on everyone who walks through our doors.

And while we’re often known for providing books and information, libraries are about so much more than that. They’re places where people come to learn but also to connect and build community. At a time when so many people are feeling disconnected or divided, the Library remains one of the few spaces that brings people together in very meaningful ways.

What do you think helped you build your reputation within your market?

Honestly, I’d say our laser focus on service has been the biggest factor in building our reputation as one of the best libraries in the area. But for us, that commitment to service goes beyond just our patrons it also drives how we treat each other. We lead with kindness, empathy, and flexibility, shaping a culture where people feel supported, both inside and outside the Library.

We empower our team to think beyond policies and focus on real solutions, so when someone walks through our doors, they’re not just getting help, they’re getting a meaningful experience. That mindset has really helped us earn the trust of our community. It’s why people love coming to the Library, and it’s also why it’s a great place to work. When service is your foundation, everything else gets stronger from there.

What’s a lesson you had to unlearn and what’s the backstory?

One of the biggest lessons I’ve had to unlearn, and something I still work on, is letting go of my ego. For a long time, I focused on being perfect and worrying about how others perceived me. This was exhausting. So I made a conscious decision to approach life from a place of service and love, rather than fear or self-protection. That shift isn’t always easy—my ego still creeps in from time to time—but staying grounded in curiosity and courage has made all the difference. It’s a work in progress, but it’s one that’s helped me grow and connect with others in more authentic and meaningful ways.

Contact Info:

• Website: https://glenviewpl.org/
• Instagram: https://www.instagram.com/glenpublib/
• Facebook: https://www.facebook.com/GlenPubLib/
• Linkedin: https://www.linkedin.com/in/lindsey-dorfman/
• Youtube: https://www.youtube.com/c/glenviewpubliclibrary