Today my coworker was at the reference desk and a woman slowly approached the desk. She asked if we had a certain video. My coworker looked it up, informed her that it was a children’s video and located in the children’s department.

Facts: The customer was slow moving and seemingly having difficulty moving. She was a larger woman; but, did not have a cane or any other implements.

Facts: Standard practice is to direct customers to the children’s department where there is another librarian who could serve her.

Reality: My coworker informed her that the video was in the kid’s department, offered to fetch it for her and when the customer accepted her offer, my coworker went around the reference desk and pulled a chair out from a study table, so the customer could sit down.

This was not just excellent customer service. This was service delivered with kindness and from the heart. How many people would have responded the way this librarian did?