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    Uncovering The Root Of The Problem

    | CA, USA |

    (A member calls the library regarding his account.)

    Caller: “It shows I still have a DVD on my account, and I was just wondering what that was. I could have sworn I turned them all in.”

    Me: “I see you have on your card Roots, disc #3.”

    Caller: “Hmm, that can’t be right. We only checked out discs #1 and #2, because we knew we wouldn’t have time to watch them all. There must me a mistake. We do not have Roots, disc #3.”

    Me: “Okay, let me go over to the shelf and see if it’s there…” *I check the shelf* “I have on my shelf discs #1, #2, and #4, but not #3. Are you certain you didn’t check it out, possibly at a different time?”

    Caller: “No! We do not have it! I already told you we only checked out the first two! If that’s all I took with me, how and why would I have disc #3?”

    Me: “I am not sure. Would you like me to transfer you to my supervisor. Maybe she can help you figure out the situation?”

    Caller: “No! I want you to fix it, because I don’t have that one!”

    Me: “Sir, unless the DVD is on the shelf, there is little that I can do other than give you more time to look for it, or transfer you to my supervisor so she can handle the matter for you.”

    Caller: “Well, aren’t you useless?!”

    Me: “Okay, just a moment.”

    (I transfer the caller to my supervisor. However, twenty minutes later, a man walks in. It’s clear from what he’s carrying he’s the same caller.)

    Man: *hands me ‘Roots’ disc #3 and walks away*