Yesterday, one of our regular library patrons stopped in to request books about weddings. She said her daughter's boyfriend had proposed at Christmas. I commented how time flies, and how odd it felt to see kids who had been coming in for reading materials and homework research since they were in grade school now becoming adults and getting married.
This mother of the bride-to-be said that she had a very distinct memory from way back when I started at library, and asked whether I would like to hear it. With some trepidation, I inquired further. She told me she had witnessed a confrontation with another patron. I remember the incident in question fairly well myself. This is what happened, more or less, as condensed from what I wrote in a previous post.
When I first started working at my small town library, there was one particular patron who presented a serious threat to my serenity, and quite possibly my physical well-being. We suspect she was schizophrenic. Her account was often suspended due to the fines that accumulate when you borrow literally dozens of DVDs at a time, and then fail to return them before the due date a week later. On the occasion of our first encounter, my branch manager told her that when the movies were returned, and the late fees were paid, we would reinstate her account.
At that time, we had only one staff member working on Saturdays. Of course, my first solo Saturday shift was coming to a close when she walked in to return the giant stack of long-overdue DVDs. I had to set aside my closing procedures and help her out. What follows is a rough paraphrase of the subsequent events.
Her: "OK, I brought back my movies. Can I check out more now?"
Me: "I'm sorry, no, I need to check these in, and then my manager will unlock your account when she comes in on Monday."
Her: "BUT SHE TOLD ME WHEN I BROUGHT THESE BACK, I COULD GET MORE MOVIES!"
Me: "That's right, but first I need to check these in and verify that your account is clear. Then, she needs to use her managerial access to make your card unblocked in our computer system. I can't do that part, so that can't happen today. I'm sorry."
Her: [angry sputtering, swearing, and gesticulating toward me, the building in general, and then the door as she stomped out]
They say you only have one chance to make a good first impression. After all this time, she complimented me on how I handled that decade-old event, so I must have accidentally succeeded in following that advice. I also still remember this lady offering encouraging words back then, so the same applies both ways? If there are lessons to be learned here, practice staying cool under pressure, and offer a kind word to people in service jobs suffering abuse at the hands of unpleasant customers. A little calm and a little kindness go a long way.
