Finally, he shows me the piece of mail he got with directions that shows the address to which he's supposed to go as the college extension next to the library, not the library. Someone probably gave him directions using us as a reference point, and he made the same mistake that others do, just hearing "library" and thinking that's the place.
He was polite, thanked me and went on his way. No problem, right? Now the blindside part.
He stops at customer service to say he doesn't want to complain or get the person in trouble, but the person who helped him at the reference desk was rude and had an attitude. Customer service take a Patron Suggestion Form, crosses out Suggestion and writes Complaint and insists on filling it out for him. Now why is that important? Because that form routes to the Director first, bypassing 2 other layers of supervisors giving a false impression that a situation has been escalated when it hasn't.
At least this time, my supervisor talked to the guy on the phone before assuming anything. And the kicker? The patron describes the person who helped him as a woman with brown hair and glasses and the other man at the desk as having a beard. Well, yes my hair is brown (thanks L'Oreal!) but after Lasik, no glasses, and the co-worker is clean shaven.
So it always makes me wonder, if you're not even entirely clear on assessing what someone looked like maybe you're not entirely clear on assessing what they said either.
Didn't see it coming. I hate when I can't see it coming. How can I learn to see it coming?