Astounded.
So customer service, right? All about the customer? Yeah?
I was at the copy machine at the library today (I work in the library as the tech) and I'm helping a gentleman make a card and then copies. There's an ESOL class going on in the other room and a librarian at the desk no more than two feet away from the copy machine, behind a glass wall. GLASS. So I noticed a patron having an issue with the machine and the patron's husband is talking to the librarian saying, "There's a problem with the copy machine." I realize the copy machine is off so I put it on and wait for it to warm up. The patron says thank you.
THE PATRON'S HUSBAND IS BEING IGNORED BY THE LIBRARIAN. IGNORED. How do you sit there, fixing the label on a book and ignore a patron? The man literally says, because he doesn't realize that I got the machine started, "Honey, she's not answering me, I'm going to ask someone else." Loudly. And goes off in search of other staff. How do you DO that?? And then, the teacher, who has the gentleman I'm making copies for in her class, goes, "Can I go ahead of you? I have a class and I just have to make one set of copies." And I tell her, "So does he and he was here first." So she turns to him and says, "Can I skip you, I have to make copies." And he graciously says, "Yes, of course." At which point, I give him back his card and papers and let him know that he has to make the copies himself because I have a desk and other people waiting for me.
Are all librarians like this? Please tell me there's some hope in the world! I understand that as a librarian you basically only have to deal with books. But you have an Information desk to worry about as well. Eventually, you WILL have to listen to patrons when they speak to you! PLEASE!
I was at the copy machine at the library today (I work in the library as the tech) and I'm helping a gentleman make a card and then copies. There's an ESOL class going on in the other room and a librarian at the desk no more than two feet away from the copy machine, behind a glass wall. GLASS. So I noticed a patron having an issue with the machine and the patron's husband is talking to the librarian saying, "There's a problem with the copy machine." I realize the copy machine is off so I put it on and wait for it to warm up. The patron says thank you.
THE PATRON'S HUSBAND IS BEING IGNORED BY THE LIBRARIAN. IGNORED. How do you sit there, fixing the label on a book and ignore a patron? The man literally says, because he doesn't realize that I got the machine started, "Honey, she's not answering me, I'm going to ask someone else." Loudly. And goes off in search of other staff. How do you DO that?? And then, the teacher, who has the gentleman I'm making copies for in her class, goes, "Can I go ahead of you? I have a class and I just have to make one set of copies." And I tell her, "So does he and he was here first." So she turns to him and says, "Can I skip you, I have to make copies." And he graciously says, "Yes, of course." At which point, I give him back his card and papers and let him know that he has to make the copies himself because I have a desk and other people waiting for me.
Are all librarians like this? Please tell me there's some hope in the world! I understand that as a librarian you basically only have to deal with books. But you have an Information desk to worry about as well. Eventually, you WILL have to listen to patrons when they speak to you! PLEASE!