Just got off the phone with a patron who was trying to renew a book. Sadly, she had already renewed it several times, so she was out of luck. She had caught her limit. But it was due today, I was told, and she would not be able to get it in before we closed. She was fairly upset about getting charged anything.
I want to be sympathetic, but I have important librarian duties to perform, like add paper to the copier. I felt like telling her that she should come to the desk and I'd pay her fine, just to get her off the phone.
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