Let’s face it: Libraries are customer service driven. We exist to provide the books, materials and information patrons want. These patrons expect to step in line and be treated with respect and the proper attention they deserve. And we shouldn’t balk when they do. We also shouldn’t balk when they use a service we offer.
I refer to the ability to place holds on items that are checked-in and on the shelf. A hold is placed and the item is then pulled for the patron. Not all Libraries offer this service, but it is convenient for a number of reasons. I won’t enumerate them here, but we can all figure out why someone would use this service.
A staff member I work with mentioned that she thought the patrons who did this were lazy. She also thought it was lazy for someone to call and ask staff to pull a book of the shelf so it would be waiting for them. I don’t think it is lazy. How many times have people come to the library and reported “I came over cause the catalog said the book was here, but it’s not on the shelf?” There is a good reason for patrons to ask us to check before they come to the Library.
Another Library I worked at had a drive up window. Patrons were supposed to call ahead to pick up holds and sometimes they didn’t. Most patrons didn’t abuse this privilege, but some did. We were asked on occasions to page a child and tell them their mother was there to pick them up. We were asked to pay fines. We were asked to answer reference questions. Whatever the case, we treated them with respect. We didn’t call them lazy or stupid. A lot of patrons don’t use the Library often and don’t know all the ins and outs.
We need to remember that when someone comes to the Library and asks us for help (no matter what it is) we need to treat them with respect. We also need to remember they are the reasons we have a job. Even if we do want to ask them if they want fries with that.
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