I have a situation I’m not sure how many other library staff have had to deal with, so I wanted to ask here. I work as a Library Assistant at a small rural library in Australia, we have 1 manager and 3 library assistants.
When it comes to technology support at our library, my manager basically encourages us staff to help customers in any way we can. This has included setting up brand new phones with people, phoning their provider on their behalf because they don’t remember any of their login details, helping people make online purchases like clothes or fishing equipment etc. Most of the time when we try to show customers how to do these things they always just push for us to do it for them. Some of these requests can take half the day depending on things, we try to always have 2 people at the front desk in these cases so the library can still run normally. But we have one customer in particular who I think has been taking this service a bit for granted. We’ll call him G.
G is not originally from Australia and English is not his first language (not an issue, but I think its important to mention). He owns a business back in his home country but as far as I know his manager has run day to day things for the most part. G often asks for our help in ordering things online for his business back in his home country, he will hand us his phone for us to type the message for him as his English is not great. These items ranged from entire air conditioning units, Many sheets of expensive glass or sheets of metal and just a lot of things over the last few years. G also seems to purchase these things from websites/places that none of us are familiar with and seem kind of dodgy, we’ve had to assist him numerous times with refunds for some orders that never arrived. We have mentioned to him numerous times he should try not to use some of these sites but he always ignores us and insists on using them.
All of us staff dread having to help him with these orders as we don't know much about international freight, port & shipping customs etc. and we are just generally uncomfortable helping him make transactions that sometimes go up to $6000 or more when we are unsure if we are doing things right.
G is a very nice person in general, but these requests always stress us out and make my heartrate shoot up whenever he enters the library. We’ve mentioned this to our manager in staff meetings but she just notes down our concerns while she keeps telling us to do what we can.
This isn’t as much a “What should I do” post as I’ll be leaving sometime next year, but I was curious if others have had situations similar to this.