On Monday a friend of mine suggested a book regarding a topic we were discussing. I opened up my county library app, did a search for the book, and placed a hold on a copy; a copy which according to the app was available at my local branch.
Now one would think if the book is available at the branch where you want to pick it up an employee would go grab that book off the shelf and place it on the shelf for pickup. Like the same day. Or at least by the next day.
Well not in Broward County.
Today, Friday, I opened the app to see the book was still “in transit.” Yep, 4 days later the book hadn’t made it about 100 feet from the shelf to the reserved shelf. So I called the library.
And here’s how that conversation went……………….
Me: I placed a hold on a book 4 days ago. The app said the book was available in your branch yet today the app says the book is still in transit.
Employee: Well the book might be coming from another branch.
Me: That makes zero sense if the book is available in your branch.
Employee: When you reserve a book the system looks for all available copies and then tags one for delivery to the branch where you would like to pick up the book.
Me: I get that. I understand. But why would the book come from another branch when it’s already in your branch? That really doesn’t make sense or seem customer focused. You would think a simple programming fix is all that is needed?
Employee: I know; it’s really a stupid system.
At that point I just started laughing. Because there really was nothing else to do. The stupidity of that process was just mind boggling. Even the employee realizes it. I love the library. I encourage people to use their local libraries. But it’s stupidity like this, in any business, that just makes one shake their head.
At this point the employee asked me to hold on. He was back in less than a minute and said “Yep, the book was on the shelf. I have it.”
Told him I would be over in about 20 mins.
When I arrived to the library I commended that employee; first for understanding how the system works. I’m always amazed how many employees don’t ask simple questions like why or how or what to understand processes, rules, policies, etc. It would probably save them a lot of pushback and anger from customers, clients, etc.
Second, I commended him for being willing to freely state it’s a stupid system versus towing some line or providing some nonsensical canned answer that communications folks might have rammed down their throats as to why things are done that way. Sorry PR and Comms folks; but honestly some of the nonsense you folks put out there really gets under people’s skin.
So today, hats off to all you employees who deal with stupidity every day and are willing to acknowledge it. Most of us know it’s not your fault. And we’d rather laugh with you than get angry at you.