Once there was a day when I realized that what happens to me at the desk is unusual. I realized that day that people assumed my job was boring - they saw predictable people coming to ask me predictable questions in a predictable manner. They assumed I would look up the answers in giant dusty tomes, yawning all the while.
At that point in my career, this man took me unaware. I knew from class that it was unprofessional to assume anything about someone, from their appearance to their speech. I was just finding out how easy it is to do it, and that patrons will challenge even the most basic assumption we hold to in society; that is, that the person you are talking to is in their right mind.
He made me know that sometimes professionalism really IS best, though we all know that there are times when it is more appropriate to set it aside and be personal. He transformed the learning in my head to real knowing through experience.
That day, an African American man came to the desk. He was middle-aged, dressed in jeans and a t-shirt, and attentive in his interactions.
“Could I please have the address of Alex Haley’s publisher?” he asked.
“Yes, sir. Was there a certain title you were interested in? Alex Haley’s books have been published by more than one house.”
He looked puzzled. “No, I just want the address of the publisher.”
All right, no sense in confusing someone. “How about Roots? Would that be all right?”
“Yes, that’s fine.”
I looked up the address, and as I was writing it down for him, a thought occurred to me.
“Sir, were you writing a letter to Alex Haley? He passed away a few years ago.”
He looked straight at me, with perfectly clear eyes and no hesitation. “No, I AM Alex Haley. Those publishers owe me some money and I need to get in contact with them.”
“All right.” I finished writing in silence. What else was there to say? I am not a psychiatrist or doctor. I’ve had no training to deal with people who are delusional. I’m not even all that brave.
“Here you are. Have a nice day, Mr. Haley.”
They say the difference between knowledge and wisdom is experience. He walked away happy, and I can say that Alex Haley made me a professional that day.
Every once in awhile I come to the end of one your posts and the burst of sudden emotion fills my eyes with tears. That's why I keep reading you.
Posted by: T Scott | August 18, 2005 at 10:39 AM
Thank you, Feel-good Librarian!
Posted by: CW | August 18, 2005 at 03:57 PM
This one really was amazing. We all encounter the public in some fashion and to think there are people out there like this is unbelievable. Thanks!
Posted by: Cheri | September 03, 2005 at 08:27 PM
Great service story. Who are we to judge?
Posted by: MK | October 13, 2005 at 08:57 AM