At 10:42 PM 2/5/96 -0600, Paul Blobaum wrote:
>On Mon, 5 Feb 1996, Nancy E Ward - Hawthorn Center wrote:
>
>> You're not giving "poorer" service when you refuse to "rush" a second
>> time.  If someone claimed an item was a rush and then couldn't be
>> bothered to pick it up, it obviously wasn't really a rush.  You're only
>> being businesslike if you refuse to let them keep taking advantage of
>> you.  You're also protecting the other patrons whose work gets bumped by
>> these people who are obviously "crying wolf".
>
>I know what you are saying Nancy, but...... only IF you have a clear RUSH
>policy and what that means for you and if the patron really is aware of
>what he/she is asking.  I have had no problems with customers who don't
>pick up "rush" requests for the reasons I specified in a previous
>post..... I really doubt anyone really wants to "cry wolf"  That is YOUR
>interpretation to a series of events which may or may not be true...
>
> I think most of us would
>> knock ourselves out for true rushes.  If certain people are abusing the
>> system your're only being business-like, not giving poor service, if you
>> make them stop.  The non-library world wouldn't think twice about such a
>> policy.  Maybe we'd be given more respect if we insisted on policies
>> other businessess or departments take for granted.
>
>well, maybe..... but OUR BUSINESS IS THE CUSTOMER!!! Its not making rules
>and regulations so we can bop people over the head and lord it over
>them!!  True customer service is doing what it takes to serve the
>customer's needs, and having an understanding with the customer.
>
>THe ONLY times Ive had a problem with "RUSH" requests not being picked up
>were NOT the customers fault.... it was their attendings or the journal
>club committee or some other authority type CHANGING The assignment or
>lecture or presentation at the last minute.  Or dropping the lecture at
>the last minute. In our hospital, there is a Catheterization COnference
>every Friday morning.  I can practilly block out a couple of hours on
>Thursday afternoon racing around like a chicken with its head cut off
>sometimes getting articles together so the Resident or whoever can have
>somethine to read that evening for the presentation tommorrow.  But
>sometimes the topic gets changed at the last minute due to a new
>admission, or some newly published report, or whatever. And all the
>photocopying I did sits around for a week until I mail it to the person.
>It used to make me mad, but there really isn't anyone to be mad about...
>situations change and priorities change. If I dont' have time to do what
>the person wants, I promise to TRY to deliver the articles, but I have
>the person prioritize what is absolutely necessary and then let them
>decide what they can live without.
>
>Works for me.
>
>"There is only one real blasphemy--the refusal of joy." --Paul Rudnick
>                Paul Blobaum   [log in to unmask]
>    Medical Librarian, COLUMBIA Olympia Fields Osteopathic Hospital
>             20201 S. Crawford Ave   (708) 747-4000 x1190
>         Olympia Fields, IL 60461    (Midwestern University)
>
>