Let's play a game:

You pretend that you're a librarian (if you think you're pretty fabulous then pretend you're me, otherwise, any old librarian will do).

Now, I will be Joe Customer.

Here's the scenario: you are sitting at your information desk, happily waiting for a customer to approach you. Because it is over the lunch hour, your coworker is away from the desk and you are working alone. The laws of inevitability show that this is when you are going to be busy. Naturally, the phone begins ringing off the hook and the people are standing 4 deep (so far) at your desk, waiting for assistance. Lucky for me, I am first in line!

You: How can I help you?
JoeCustomer: Um, yeah, can I reserve a book?
You: Of course, what's the title of the book?
JC: Um, it's by Vince Flynn
You: And what's the title?
JC: Um, The Third Option?
You: Is that a question? (Okay, I want to point out that you probably shouldn't SAY that, even if you think it....)
You: *typing frantically* I'm sorry, all of our copies are currently checked out, would you like me to request it from another library?
JC: Um, sure I guess.
You: Great! (for some reason you seem to think being cheerful makes others sound less idiotic--hate to break it to you, that's not true--and you seem to be going for broke on this one) May I see your library card?
JC: Yeah, um, okay.
{You are now staring at JC as she digs through her purse. And staring. And waiting. And feeling the line behind her growing restless as she sorts through the most HUMONGOUS pile of papers and cards you've ever seen; finally in desperation you say}
You: Can I look you up by your name?
JC: Just hang on, I know it's in here somewhere.
You: It isn't a problem, if you'll just give me your name I can go ahead and look you up that way.
JC: *muttering* Damn. Where did I put that stupid card?
You: It sure is unbelievable how many cards you get these days, hmm? (trying your damndest to make conversation and hopefully stop a riot).
JC: Well, I pulled it out because I knew I would need it.
You: (somewhat shocked because people NEVER seem to realize they will need a library card at the library) Did you check your pockets?
JC: Just hang on
You: Maybe I could help the next person in line while you look?
JC: Hold on a sec
You: You know, .....
JC: (interrupting) I found it!
You: (quickly finishing the transaction) okay, thanks so much, is there anything else I can do? (fingers crossed, praying JC says no)
JC: No (walks away without so much as a thank you)

You: Thanks for waiting, how can I help you? (to the next customer, let's call him BillCustomer)
BC: Yeah, that was annoying, huh?
You: (smiling) I do appreciate your patience. {by the way nice work dodging that question} What can I do for you?
BC: Any idea how long the wait is for Dan Brown's new one?
You: I get asked that a lot. It is over 2,300 people.
BC: (sighing) Ah, well, go ahead and add me I suppose.
You: Sure thing, can I just see your library card?
BC: (pulls out a bulging wallet) Yep (starts flipping through) How many copies does the library own?
You: About 350 but I think they're ordering more.
BC: Crazy how many people want that book, isn't it?

---by now you are ready to bang your head against the wall--

Why can't people just be prepared?

Is it that hard to have your library card ready to use when you are approaching a live person? There is very little I help people with that I don't, at some point, end up asking for their library card. And they are ALWAYS surprised by it. I just don't get it.....

Do these people also stand in the checkout lane at a store and wonder why they can't find their check card?

What is amazing to me is that if you're standing in a line and you are watching someone dig for their library card and it is annoying to you that they weren't prepared, wouldn't you make absolutely certain that you are all set when it is your turn?????

People, I tell ya. Their idiosynchrasies are a constant source of amusement to me.

How did you like being a librarian? If you managed to suppress the urge to rip your hair out of your scalp, then you win. If you didn't, then, in addition to being bald, you have lost my little game. Better luck next time! 
 
   

 


Comment Page: 1 2   [Next]
 
blogging on
Re: Library Game
My library system has keychain cards that come with the regular ones. The prob with the keychain (or at least mine) is that I have it not on my house or car chain but one attached to my purse. Librarians hate when I hand my purse over to be scanned, but it takes SO MUCH LESS TIME. I NEVER have to dig for it. 
livlife on
Re: Library Game
I would love that! Our system doesn't have them. The system in DC (where I used to live) did and I used it all the time! It would be a bit annoying to be handed your entire purse (or even most people's key chains) but eliminating the wait factor would be great. 

Of course, all problems would be solved it people were more considerate and dug for their cards BEFORE getting me involved--but that may be too much to hope for. 
chri on
Re: Library Game
should have someone go down the line .......  like they have at the airport, telling people to have their boarding pass and ID's out.  they are so cutthroat!   lol  no patience for people dilly dallying, which i guess is good in a way. 
livlife on
Re: Library Game
Ha! I just flew back from Portland a couple weeks ago and I was in the airport line and there was a guy where the rope line started who did the whole "id and boarding passes out and ready" spiel. So I wait in the line, with mine in my hand and we get to the front and the IDIOT woman in front of me drops to her knees and opens the world's largest carryon and starts digging for hers. 

What's worse is that the airport security guy looks down at her and starts lecturing her on the importance of having your documentation ready instead of making her go to the end and helping the people who are prepared. (i.e. me!). So we get through and then she is, of course, wearing lace up boots which she needs to untie and take off for the security check and is carrying approximately 1,000 things in her pockets. She was the most annoying passenger ever. 

The absolute worst part is I saw her id and it was a MN driver's license. So this idiot is from my state (therefore on my flight) and is probably one of the very idiots I wrote this blog about. And since this whole thing happened in Portland and not here in MN then I know without a doubt this was not the first time this woman flew. 

Some people are just inconsiderate...no matter what precautions we set up to relieve them of their burden of idiocy. 
chri on
Re: Library Game
lol. oh that sounds super aggravating.... as if being at the airport isn't a headache enough.  the sad thing is even if you told them how inconsiderate they are behaving, they still wouldn't have a clue.  
livlife on
Re: Library Game
Which is probably the most aggravating part of all!
eddiec on
Re: Library Game
I worked at a bookstore, same thing with people's cards. The worst is when someone is on the phone when you're trying to ring them up. I hate that crap.
livlife on
Re: Library Game
On this point I completely agree. People do that at the library, too. They come in and are talking on a cell and try to ask me information like I should just do my job around their phone call. 

I hate it. But it isn't quite as bad as the people who come in for someone else and are on the phone with them, relaying information and when it gets to "complicated" they hand ME their cell phone. G.R.O.S.S. Like I want to talk on some strangers cell phone. I'd rather put up with the annoyance of them being on it. 
dismh8 on
Re: Library Game
Now you have me scrambling to find MY library card! I don't even remember which house it's in, let alone my wallet!!!I think there should be a sort of "uni-card"--a single card we can carry that we "affiliate" different clubs, associations, libraries, transit authorities and such to, etc. so we can carry just the one and it would be recognized by any card reader to which it's had the association code attached. 
livlife on
Re: Library Game
That is without question the best idea ever. Since we obviously can't teach people to be organized and prepared, simplifying life might be the way to go. Of course, my luck is that no one would have this card affiliated with my library so I'd still have to watch them dig for the original library card. 

Go find your card! (and put in in your wallet and when you need to use it, get it out BEFORE you approach the librarian). 


dismh8 on
Re: Library Game
Still looking!!!!
livlife on
Re: Library Game
Shame, shame! (Can you picture the finger wagging happening here?)

dismh8 on
Re: Library Game
does that come with a stern look over the tops of your glasses?(then, yes!)
livlife on
Re: Library Game
You know, I don't wear glasses, but I do have the look down--and my hair is in a bun!
dismh8 on
Re: Library Game
I'm skeeeeeeered here just thinkin' about it!
livlife on
Re: Library Game
Sssssh! 
dismh8 on
Re: Library Game
You know, you inspired me. I stopped by my local library this afternoon. I gave the customer service desk wide berth, though. Just in case. Still haven't found that danged card!
livlife on
Re: Library Game
You know, most libraries will offer a replacement card. We charge $1. You could look into it. But I am glad you are visiting the library. I hope the experience was pleasant. 
onewalrus on
Re: Library Game
People generally do the same thing with money, credit cards and checks. They'll stand in line for five-minutes and then fumble around in their stuff only when it comes time to pay. Foresight? no
livlife on
Re: Library Game
Agreed. Foresight is a precious commodity these days. 

I'm thinking it is people with a lack of customer service experience. I know I'm not perfect (damn close, but not there yet!) but I've worked in customer service all my life and know firsthand how annoying it is when people take you for granted. I've even chosen a profession that will keep me in cs my whole life. But not everyone has that background and so they don't realize. They just take others for granted. 

It is actually kind of sad. 
onewalrus on
Re: Library Game
I'm often amazed at the horrible treatment a lot of people give customer service people.

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