One of our crabby regulars asked me to look up the phone number of a man in North Carolina. As I was looking for it she told me that she had had it before, but she lost it so she needed it again, and she asked last night but "the lady at the desk didn't want to help me, she was so rude." Doubting that this was the case, I ventured, "I'm so sorry about that. I don't know why that would have happened. I guess you never know what else is going with people" to which the patron replied, "Nope. It doesn't matter. My therapist told me not to make excuses for other people."
After I told her that the phone number was not in our consumer database nor in the online white pages, she got mad and said she would go to the South branch, where they are actually competent!
This year a lot of the staff put in some money to get a gift card to WalMart for one of our patrons who is homeless. I vote that next year's collection goes to getting this patron an appointment with a new therapist.