Elizabeth ([info]betheliz) wrote in [info]library_mofo,
@ 2008-07-21 08:09:00
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Current mood: annoyed

In which the patron confuse me for a waitress...
Once upon a time, long before I finished my masters and took a position as a children's librarian, I was a waitress. I have a great deal of respect for waitresses and always tip very generously. This post is in no way to demean them. However, my patrons seem to have some trouble with the distinction between good customer service and waiting on them hand and foot. A few examples:


  • A teenager literally snaps at me from a computer across the library, then hollers HEY YOU to get my attention. The problem? myspcae.com wasn't working. (Myspace.com worked just fine though).
  • An adult woman who is a counselor that occasionally uses our space for family sessions to see how the parents/children interact (a usage I'm in favor of by the way) hands me a list of books. She then explains that she will be over at this table (point to table 15 feet away) with her clients (already sitting at said table) and I need to bring her at least 5 of the 8 books listed on that paper as she is too busy with appointment. (Right and you can't come 10 minutes early or stay 10 minutes late). I actually did this one.
  • A ten year-old girl asks for Nancy Drew books and I offer to show them to her. She plops herself at one of the tables we pass (on what is going to be a 20 foot walk max) and says that "it would be best if you would bring me a selection". (Yes that is an exact quote.) I'm seething and I bring her 3 Nancy Drew books. When she asks for Babysitters club, I say sweetly that I'll be happy to SHOW her where they are. Eventually she has me show her younger sister that and a couple more series. Younger sister brings back EVERY Nancy Drew, Babysitters Club, and two more series book that we have to 10 year-old at her table. They look them over, take 4 books, and leave me to "bus" the table of over 50 books when they leave. I have no problem with leaving books behind you don't want, but most people at least walk to the shelf to do so, not demand that the books COME to them. And a great deal of people, put them on our handy (7 feet from these girls) clearly labeled cart for that purpose.
  • We have a limited number of headphones patrons can use on a first come first served basis. 11 year-old boy (regular) asks for headphones and I explain they're gone. He says fine, but when a pair is turned in to bring him one, he's sitting at computer #xyz. That sound you hear was him NOT saying please. (Side note: I will often let a kid know if a pair has become available if I'm not swamped with people, etc. I'm not used to taking orders, keeping a list, it's a bit more informal than that.)

So anyone think I would get more money in tips if I were a waitress?

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[info]rbb
2008-07-21 04:25 pm UTC (link)
You're a lot nicer than I am. I tend to suddenly become deaf when folks yell at me from the computers. I even had somebody snap his fingers to get my attention...needless to say, that didn't work.

And I'm adding you. We seem to have very similar interests and sense of humor (scary thought!). I'm a children's librarian too. Plus you have an excellent name. :)

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[info]timepiece
2008-07-21 07:30 pm UTC (link)
I had someone whistle for my attention once. I marched over, informed him that whistling was not appropriate for the library, and that if he wanted my attention, he needed to walk over to the desk. In that furious-but-very-quiet tone. I don't think he ever did it again. Honestly.

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[info]utopianfiat
2008-07-29 06:44 pm UTC (link)
Man, what's wrong with you guys? Are your middle fingers broken or something? :3

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[info]securityguru
2008-07-21 04:49 pm UTC (link)
I have always wondered how librarians keep from smacking people like this. I know you get the urge especially from the teens.

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[info]riki_kiki_taco
2008-07-22 12:50 am UTC (link)
Oh, I get the urge mainly with the adults. Mostly because they're the ones who should be giving us a break from this type of behavior!

~kiki

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[info]danceswithbooks
2008-07-21 05:05 pm UTC (link)
I do agree that you are nicer than most. And yes, I have had fingers snapped at me, and it pretty much does not work either. As for the "bring me my books, " sorry, does not work. I will show you where they are at, you get your lazy behind moving to get them. (no, I do not call them lazy, tempted as I may be). I work in an academic library, and if there is a species that thinks you should be their waiter, it's college students. Too bad for them because I make them work: it's all part of their learning experience, hehe.

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[info]tears_of_nienna
2008-07-21 05:51 pm UTC (link)
I'm practicing my really smooth, slow-mo Terminator head-turn for the snappers and the "HEY YOU" patrons. My neck keeps cramping up about 60 degrees in.

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[info]madknits
2008-07-21 08:22 pm UTC (link)
I would never bring a patron books. I'm happy to show you were they are, and you can make your own selection.

If you give them an inch, they think they're a ruler.

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[info]dollydeduif
2008-07-22 06:43 am UTC (link)
I'm with you on that.

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[info]infomaven
2008-07-21 09:44 pm UTC (link)
While I almost see why you would bring the books to the counselor (almost - I wouldn't have, but I would've cheerily shown her how to use the catalog and look them up - her lack of planning shouldn't mean that we bail her out), why on earth would you feel compelled to serve an insolent and lazy 10 year old? If the kids I'm working with don't follow, I either motion to them or walk away. As for the snaps and yells - well - looks can kill.

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[info]betheliz
2008-07-21 10:08 pm UTC (link)
As for the lazy ten year-old. I brought her the first one (Nancy Drew books) and refused to bring her more books. I did however show her younger sister who fetched and carried for the older one.

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[info]silveradept
2008-07-22 01:06 am UTC (link)
Ooog. There will always be people like that. I suspect the young girl was behaving like her parent(s), and that will not be good when reckoning arrives...

However, all instances of bad behavior deserve the killer stare, especially someone who is trying to get your attention with rude behavior.

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[info]freakfest
2008-07-22 01:52 am UTC (link)
Yeah, yelling "Miss? MISS! MISSSSSS!!!" from across the room is NOT the best way to get my attention. I actually had one patron yell "OH HONEY, I NEED YOUR HELP AGAIN!!!" from the computers. I try very hard to ignore those people, or give them the raised-eyebrows-withering-deadly-over-the-top-of-the-glasses look as I slowly make my way over.

And what's with the people who SEE that you're assisting another patron, but still stand RIGHTTHERE and STARE at you? I usually say, "I'll be with you in a moment", but sometimes you get those truly self-entitled idiots who don't CARE that you're with another patron and interrupt with their trivial needs that must be met immediately.

Rudeness reigns at the public library.

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[info]rbb
2008-07-22 02:17 am UTC (link)
I had one guy (literally) stomp off in a huff, muttering insults just loud enough to be heard, when I refused to stop helping the patron I was speaking with to help him instead.

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[info]nashiitashii
2008-07-22 06:19 pm UTC (link)
We have people who interrupt for internet cards all the time. If they look to be younger than me, I tell them "next time, don't interrupt me when I am helping someone else" as I hand them a card. Sometimes I'll just make them wait until after I'm done with the patron I'm already helping to acknowledge their presence; you'd be surprised at how often people who are older than I am will get huffy and look as if they'll throw a temper tantrum.

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[info]simonator
2008-07-23 02:30 am UTC (link)
The traditional response to the 10 year old is to bring her a first aid book (since her leg is broken).

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