Just a "what would you have done?" scenario
Despite our new directorapos;s wish for a united team front, there is still a lack of cooperation and standard level of customer service in all departments - even with certain staff members.
Case in point:
A woman calls the reference desk asking for The Outsiders on DVD. We have one copy on the shelf. So, I follow procedure and pull the DVD, writing down her name, card number, the date is was reserved, and where she wants to pick it up. She tells me that her husband is on his way to pick it up, and wants to know what he will need to get it. I tell her that he will need her library card (if that is the one I reserve it for). She says he doesnapos;t have a card, but has his ID. I figure that with his ID and her card # written on the hold slip that all will be fine, and I even wrote a "See Me" note too so that if there was any confusion to have circulation ask me. I even told the circulation manager what was going on because I didnapos;t want there to be any confusion since I didnapos;t actually place the hold in the system, which we are supposed to do from now on.
What happens - Husband comes in and asks at circulation if this is where he picks up holds. The circulation clerk tells him, rudely (not politely), yes but says that he needs to go wait in line. So, he waits dutifully in the long line. Finally, when he gets up to the check out, he presents his driverapos;s license. She will not accept it and refuses to even look on the holds shelf or listen to him that his wife called in and requested it for him using her card. Basically, she wanted to turn him out the door without even checking because the fact that he did not have a library card is against policy. He asked for me, since I told his wife that if there were any problems, he could come to reference (cause weapos;re nicer).
So, he comes to my desk shaking because he is so mad. He is ranting and raving about how rude the circulation desk clerk is saying, "She isnapos;t doing your library any favors" I apologized profusely, get up and go get the hold, type in the wifeapos;s card number, and check it out at my desk. All I could think is, "Was that so hard?"
I mean, yes, library policy is there for a reason but what it comes down to is making the patron happy. I wasnapos;t stretching the rules that far, and I have found myself in similar situations. What would you do? Opinions?
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