customer service and registration for children's programs

Customer service is a long overdue topic for public libraries, most likely due to the fact that libraries now have more competition for public funds. It should not be restricted to adult services, nor should it only apply to reference services. Another, sometimes overlooked, issue of customer service regards the ease at which patrons/customers have access to programs. One point I think gets little attention is the overuse of registration for programs in children's departments. I've worked in systems where registration is a common practice, and other places where it was used only when the fire code may be violated, there was a limited number of supplies (scrapbooking, tie-dying, etc.) or it was a special artist-in-residence workshop (poetry, visual art etc.) In all honesty, the places that required no sign-up for most programs had higher quality programs, and more people coming.
In fact, one reason there was no registration in one library was because of the number of people attending programs. We offered a 0-3 years program 3 times a week with sometimes over 100 people attending. The branch was full and loud and the staff was invigorated (not stressed out) by all of the little kids playing games and singing. Was there chaos? Absolutely. Was it fun? Yes, 3 times a week. Registration would have been a nightmare.
The kids and caregivers loved the program and viewed it as a big party every week. The library was seen as a social gathering space, and our picture book circulation was through the roof. (Yes, I think circ. stats mean something)
Registration needs to be evaluated and not simply done because it's always been done. Ask yourself "do I really need to use the extra staff time to do this?" Even if there is on-line registration, this still takes staff time that could be used for other, more important tasks (shelf-reading, providing more in-depth reference services, performing booktalks, sharpening computer skills etc.) The other down side of overuse of registration is the bad taste it leaves in the mouth of the customer who has been turned away. Does it really matter that someone is going to come to the lapsit program if their name is n't on the list? Do we really need to make sure no 7 year old siblings or friends come to the 4-5 year old program?
If we want people to feel comfortable and welcomed, the library needs to open its door to anyone for many of these children's programs. I've seen what can happen when registration gets thrown out in favor of all-inclusive programming; You're left with a busy, cheerful, vital community gathering space, and staff who can handle a high level of multi-tasking. And it's hard to deny public money to an organization that so many people use and enjoy.