I had a mom come up to me at the info desk asking if there's "someone in charge of the library." Whenever patrons ask me that, I always try to think of what they want to complain about before they actually tell me and how far up the organization chart I have to refer them to.
She then went on to say that she wanted to complain about a librarian. Did she want to complain about me in front of me!? Maybe I said something wrong on the phone, I mean she literally (yes, I am using that word correctly) just walked into the library and headed straight to me. I then thought about which of my info-coworkers and what they could have done to upset her. The patron then pointed her head towards the circ desk towards the circ manager. She then proceeded to air her grievance with me after I asked if she wanted to talk to the assistant branch manager.
"Everytime I come into the library with my daughters that librarian is always shushing them and telling them not to run. My one daughter is 2 years old! 2 years old!! What does she want me to do, make her wear a mask?? I want her to look forward to coming to the library and reading, how is that supposed to happen when she's constantly being told to be quiet and not to run??"
Really? This is the first time I have noticed this mother and her 2 daughters in the library, and her daughter ran straight to the childrens section and was yelling until she hit the circ desk and the circ manager shushed her. Not like the shushing did much, the little girl continued to run around and talk loudly. I wanted to tell her that her daughter wouldn't be shushed and told not to run, IF SHE DIDN'T DO EITHER IN THE LIBRARY. But I was not in the mood to be told that her daughter is just expressing herself and her feelings, and who are we to suppress them.
She definitely did not win me over and I just handed her the branch manager's business card. I gave a head's up to the managers to expect an email from her.