While not wishing to "pile on," I must agree with Melody Gill in her disappointment with her recent experience at Carnegie Public Library.
I had a similar experience. My granddaughters were visiting from Philadelphia in August 2012. I applied for a library card, and checked out with six books. They were returned by me, in the appropriate drop off bin (as the library was closed). All books were returned the first week of September.
I digress. Upon entering the library, I was met by a woman who gave the attitude that she couldn't be bothered. She assisted us almost under duress. My granddaughters also picked up on her "vibe." My granddaughters are 16 and 12 and have spent a great deal of time in their home library, and completely enjoy the experience. They embody what we desire in our young people; children who want to learn are eager to learn and use the library. Quite frankly, they, and I, are not accustomed to being minimalized.
Last week, Oct. 25, I received a bill for two books that indicated they had not been returned. When I personally visited the library to fix the discrepancy, it was an exercise in futility. I asked the women to explain the letter and upon asking, the other lady went to the shelf and said, "Here's one of the books, it was just out of order." Great. Bringing up my card number on the computer, the one lady, very unconcerned said, "Well I don't know." At this time I'm becoming very frustrated as neither of them had an adequate response. I finally left my card ( this was the very first time I had ever used this card and library) and the bill for $39 and walked out.
There needs to be a better understanding of simple customer service. The logistics of locating books, and billing procedure(s). And, a helpful attitude would be great.
With budget cuts, the economy being in the shape it is, I would think people would be happy to be employed, and convey part of that positive energy to the customer. I hope I'm not dreaming.
Just for the record, my husband and I returned to ELO permanently, upon our retirements. We both grew up here and used Carnegie Library every chance we got, from little tots to HS. We had been gone 50 years. I was proud to show my granddaughters the library I grew up with.
I am not seeking any special treatment, just simple friendliness; a helpful attitude and maybe even a smile. Oh yes, and an explanation of why I received a bill.
Carolyn Wilson Nentwick
(Class of 1963)