In Which I have an Encounter with the Librarian in the Drive Thru Window and then I get a Call...
Our new library has a drive thru. I have never seen anything like it, and you bet I am using it to my advantage. Getting books has never been easier. First I go on line and search the library data base. I can reserve items on line and then when they are ready I get a call from the library stating I can pick up my book(s). Policy is you have one week from the time they call you to pick up the books.
Before I tell this story I want to state that the drive thru window is there for public use and no where are there any written stipulations on it (for example, it is only for the handicapped...) And even if there were stipulations, I feel like I would qualify. Who wants to go search for books in a quiet library with 2 kids? Not me! I am all about exposing the kids to the library and we do make trips there often. But when I want to do serious business, it is best to leave them home or use the drive thru.
So we have gotten into a Friday habit of picking up videos for the weekend. Early in the week I reserve a few videos for the kids and on Friday we go pick them up. This is a treat for them and they look forward to it. Last night I went to pick up my videos and was given 3. I had reserved 4, but sometimes it take awhile so I just assumed the 4th was not ready yet.
Later that night, I went on line to reserve some books for the following week and I saw my account status stating I had 4 videos checked out. I knew I only had 3 so I made a point to call first thing the next day (today).
Meanwhile I heard cries from the living room. Green Eggs and Ham, the movie we rented, was skipping. Both kids were quite upset. I took it out of the DVD player, tried to clean it, and put it back in. This time it did not start at all. I explained to the kids it was broken and we had to go to the library to get a new one. I then tried the next DVD, The Aristocats. That too skipped. The third movie, Where the Wild Things Are worked and so they watched that.
This morning at 9:05, 5 minutes after the library opened, I called the library and a friendly man answered. I told him the situation and after putting me on hold a minute he came back on and very politely said, "Sorry Mrs. Hayes, this was our mistake. Your video is right here."
"Thanks," I said, "I will be in later today to pick it up.
3 hours later I drive thru the drive thru. I actually considered going in, but it was a beautiful day and I wanted to take the kids to the park and I knew if we went in we would be there an hour. As I pull into the drive thru I see the librarian's face and it looks annoyed. Uh-oh...
I handed her the 2 videos and told her we got them last night and they were scratched. Was there any way for her to check the computer and see if there were any more copies and if there were to reserve them for us?
"Give me your card."
I handed her my card and she hurried away. I saw her talking to another librarian and after several minutes she came back and said, "We'll take care of that, have a nice day..." and she started to close the window.
"Wait," I said. "I have one more thing."
As I said that, Tigger decided it was time to take his belt off and come up to the front to get a better look.
The librarian glared at me.
"Last night," I started to explain...
"I WANT OUT OF MY SEAT TOO," screamed Piglet from the back.
"...I came through the drive thru to pick up my movies. I had reserved 4 but only received 3..."
"LET ME OUT RIGHT NOW!"
"...and when I got home I checked on line and saw that my account said I had all 4..."
"I WANT OUT TOO! SOMEBODY UNBUCKLE ME..."
Tigger decided that he would be nice and unbuckle her. I was trying to ignore them.
"...So this morning I called the library and talked with a man..."
"We do not have any men who work here."
"Well I talked to a man this morning at about 9 and.."
"Mom, can we listen to Scary Scary Halloween?"
"Just a minute, Tigger...The man said he had my video and I told him I would come by later today..."
Piglet started climbing into the front and was now on my lap.
"Mom I want to listen to Scary Scary Halloween..." Tigger said.
"As I said, we do not have a man who works here. You must have called the Main Library Downtown."
At this point the kids decided to go into Silly Mode.
"I know I called this library. This is the only library I go to and I have the number on my fridge. Can you just check around for a Degas Video with my name on it?"
Annoyed, she started looking around. I took this opportunity to give my kids a really stern look and said in a serious voice, "Get back in your seats now or we will not go to the park. I will put Scary Scary Halloween on as soon as you are sitting down and buckled up."
She came back to the window and told me she could not find it.
Fine, I did not care. I just wanted to get out of there. Silly Mode was escalating to a new level...This was the exact reason I avoided going inside because I hated dealing with my kids all over me when I tried talking to the librarian at the desk. My kids have been so good in the car lately and I thought the drive thru was just the best invention because we did not have to get out.
"That is fine," I said in the nicest voice I could manage. "Could you just go onto my account and make a note that I do not have this video currently checked out?" I thought that was a reasonable request.
Obviously, by her response, she did not.
"Well you are over here and the computer here is broken down so I will have to go over there." She pointed to the main desk about 10 feet behind where she was standing.
I just looked at her.
Silly Mode had finally stopped.
"Mom, we are buckled..."
"You know this drive thru is for people who have... difficulties," she said.
What does that mean?
As I said earlier, no where in writing does it state that the drive thru is only for certain populations. And even if it did, doesn't a mother with children qualify? I have tinted windows on my Van. For all she knew I had six kids and maybe I had a sleeping baby...
"MOM, WE ARE BOTH BUCKLED UP," Tigger screamed.
"I think this is a wonderful service," I said, "because it is difficult for me to come into the library..."
"Give me your card again," she said.
As she walked to the computer all the way over there, I saw a man walk by.
A man!
I waved at him and he came to the window.
"Hi," I said..."I think I may have talked to you this morning..."
"Are you Mrs. Hayes?"
"Yes, I..."
"Your video is right here."
As he said that the mean librarian was walking back to us.
"Oh, it was a video you wanted," she said. "You said a book. You also did not say you talked to Jonathan..."
"Well I am sorry for the confusion. Thank you so much."
I drove away and we went to the park listening to Scary Scary Halloween.
About 2 hours later I got home and saw I had a message.
"Hello, Mrs. Hayes, this is the Southwest Branch library calling. This is(I forget her name). I work at the drive thru in the evenings and on weekends. I am just wondering if you would like us to take you off the reserve call list. Please give us a call back at (number stated) and let us know."
So I call.
"Hello?"
"Yes, this is Mrs. Hayes. I received a voice mail today regarding being on the reserve call list. The message asked if I want to be taken off the list..."
"Ma'am it must have been the Main Library Downtown who called you. We don't make those calls."
"Well the message said Southwest Branch and it mentioned a drive thru...does the Downtown Branch have a drive thru?"
"No Ma'am."
"Yes, then I am pretty sure this is the right library."
"Do you know who called you Ma'am?"
"No, I forgot her name. It was a woman."
"I can not think of who it would be Ma'am."
"Well, that is OK, I am just calling back because the message requested that I call and I wanted you to know I like getting the calls telling me when my books are in and I do not want to be taken off the list."
"Ma'am we call everyone. I do the calls myself. Nobody is going to take you off the list."
"Great. I just wanted to make sure."
"Is there anything else Ma'am?"
"No, that's it."
"Well you have a nice day and we'll see you soon."
I hung up and took a moment to remember our old librarians. They were so nice. They knew my kids by name and were always so happy to see us. They did not have a drive thru and the selection of books was very small and there were only about 5 books on tape in the whole library. And if there was a way to access books online I never knew about it, or at least I never figured it out. But the librarians were so nice. And if I ever had a question or concern they helped me in a moment, with a smile. We liked them so much, we used to bake them treats.
"So will you stop using the drive thru?" Owl asked when I told him the story tonight.
"No way," I said. "It really is a great service."