Wayne Public Library Reference

This is a copy of an email I sent to the director. The collection may be great but the staff is the worst.
Last night I had an incident with your staff that prompted me to send you this message. I have been using the Wayne public library since I was in grade school. Sometimes without incident but it seems that all I have are bad memories when I interact with the staff. Several years ago I wrote a letter of complaint and now this is my second letter to WPL.
I’ll preface this with the fact that I have worked as a librarian for almost 10 years. Prior to that I worked in a book store for 5 years. I know that sometimes a few bad seeds ruin an otherwise good environment but I suspect this is not the case here. I’ve seen good customer service and bad customer service and what I have experienced at WPL is unacceptable from a professional or paraprofessional.
The staff, particularly the circulation department is tremendously unfriendly. Most times they do not greet you and are not courteous. They have refused to put books on hold for me when I forgot my library card and was coming right back with it because I am not a Wayne resident.
Yesterday I was in bind. All the copies of the library book club I host at my job were checked out. I was getting a copy from Wayne to allow our residents to read our copies. My husband went to pick up a book for me that I had called the reference desk to put aside. His card had expired but since there is not and expiration date on the card he did not know. I asked if as a professional courtesy the reference staff could renew his card or check out the book under my name. There were no fines on his card and he has always kept his account in good standing. My card is up-​to-​date and in good standing and rather than having to come get the book myself (which I could not do since I was at work) I sent my husband to get it for me.
I spoke to two different librarians one of who refused to meet either request and the other who laughed and then proceeded to tell me that she could not check it out for me and she could not override the circulation department. I thought that I would get some assistance as a professional courtesy but instead they use the rules as ways to avoid offering help.
Fortuitously one of my book club members came in and returned her copy that evening so I was able to obtain a copy and avoid making the trip to Wayne.
I’ve never experienced services so consistently bad like this anywhere. You feel like you are inconveniencing them when you make a request or go to check out your books. Your staff has been rigid, unhelpful and rude.
They give librarians and libraries a bad name. I felt so ashamed and frustrated last night about the bad impressions that your staff is giving to the public. This is a profession that I love and it’s such a shame to see staff damaging public image and good-​will over upholding rules and always finding a way to say no.

The librarian with the short, straight, gray hair at the main desk was extremely rude to me and my special needs student. Even went so far as to ROLL HER EYES AT ME. Very rude and extremely childish and unprofessional. Perhaps she should be more concerned about the unaccompanied children running and screaming in the library rather than the well behaved (silent) autistic boy using the bathroom.

This is one of the best libraries in North Jersey. They have plenty of books, CDs, DVDs and computers.

Nice library, good staff. Great director. Visit and take out a book or a DVD!