Q. I have been a SFU student for the last two years and have been using the Library services extensively. Last semester, I needed a missing page for the text and contacted a librarian at the check-out desk. She was so nice and helpful. I got the missing page almost immediately. MY experience at the Bennett library has been so good until today. Today, I was returning a laptop back to the library. The librarian asked for the plastic zip bag that goes with the cord, which I didnt have. I apologized and asked if I could pay for its cost. He was utterly rude and harsh about it, slamming on the laptop cord and refused to take back the cord. His behavior made me feel absolutely like I had just done something very bad and terrible. The issue here is the bag would probably cost 50 cents at max and I said that I was sorry and willing to pay for it back. Don’t get me wrong here, I am very appreciative of the Bennett library staff and how they have been treating me. But this one staff member should really re-valuate his actions since you are here to help us, the students, NOT to ’scare us away’ with your rudeness.
We are very sorry to hear your most recent interaction with library staff was not as pleasant as previous occasions. I have spoken with the staff member and he does recall receiving a laptop and cord (sans plastic baggie) back from a patron. He also recalls asking the patron to remember in future to hang on to the bag so it can be returned with the cord (with the very high volume of transactions on laptops/cords, it could become quite expensive if we didn’t do this as a general rule) but it was never his intent, nor ours, to come across rude or harsh or to make you feel bad.
We appreciate that, heretofore, you have enjoyed good service and trust for the same in the future. We also appreciate that you have taken the time to express your concerns and remind us that sometimes our good intentions don’t always come across that way.
Please don’t hesitate to contact me direct if you have further concerns or questions
Supervisor, Public Service