I’m getting ready to open the library for the day, working at the circulation desk. I listen to our voicemails. One was left at 5:30 am.
Patron: “Hi. I have three things out that I’m going to return tomorrow or the day after. Please call me back at [number] to let me know what time works best to return them. It’s very important to me that you confirm that you got this message and know that I’m going to return these items as soon as possible.”
I locate the patron’s account and confirm that there are no overdue items or other things I want to notify them of. Everything’s good. The items aren’t due for more than a week, and they have no active requests or waitlists.
I call around 9:45 am and leave a voicemail of my own.
Me: “I’m calling from the library, returning your message. You can return items at the circulation desk any time that we’re open, or twenty-four-seven in the outdoor returns box in front of the main entrance. It’s bright blue and says ‘Returns’ on it. We empty it and check in the items first thing every morning, so feel free to drop off your books on whatever schedule is best for you.”
A few hours go by. I do my other duties, including calling back the other people who left voicemails and leaving messages letting people know about requested items arriving. The phone rings at the circulation desk.
Me: “Thanks for calling the library. This is—”
Caller: “I saw there was a voicemail left by this number. What was it about?”
Me: “Um, well, it could be a few things… Wait, is this [Patron]?”
Caller: “Yeah, why did you call me?”
Me: “We were just letting you know that we got your message from earlier this morning and that there’s no need to rush returning your books, but you can drop them off whenever you want.”
Caller: “Oh, well, I don’t know why you called so early; I was sleeping. And I never answer the phone to unfamiliar numbers.”
Me: “That’s fine. That’s why I left the message.”
Caller: “Well, I’m going to return those books as soon as I can. Probably in four or five days. I haven’t finished them yet, so I wish you wouldn’t rush me.”
Me: “You can return them any time on or before the due date, which is [twelve days away], and you don’t even need to come when we’re open. The drop box is there for overnight returns or if you’re in a hurry. Have a great day!”
She returned the books the next day. A few days later, she called and asked why we’d left a voicemail about returning books because she had already done that!
Related:
Voicemail Fail, Part 9
Voicemail Fail, Part 8
Voicemail Fail, Part 7
Voicemail Fail, Part 6
Voicemail Fail, Part 5