Calm Staff / Upset Customer

I recently observed a staff member at the circulation desk admirably handle an irate patron who was very upset because her account had been turned over to collections. I really wasn't being snoopy-- just standing near the desk while this person was shouting.As a citizen of the community I understand and appreciate the library's decision to send severely delinquent accounts to collections. Moreover, I'd love to commend the staff who remained calm, kind, and professional in a difficult situation.    Miss M

STAFF REPLY
Thanks for taking the time to write - the staff person you observed will appreciate hearing your support.  You're right, the library materials belong to the entire community, and we take our responsibility to make sure they are available to everyone seriously.  Overall, Lafayette residents are a very conscientious group, and remember to return their items to their library.