Confused by this conversation, does anyone have an idea what went wrong

[SkatingWithPenguins]

I’d just used the self scan machine at the library. It’s broken, you normally just pile up the books but at the moment you need to open them to scan the barcode inside. Everytime you scan it opens a meaningless error message too. You have to click the x to close it. Annoying, but it works.

I was talking to my friend, librarian just finished a shift and in uniform, her son isn’t well and we were probably very deep in conversation in a corner. Very angry woman cut across us and said ‘the machine doesn’t work!’. My friend was approached from behind and was a bit wrong-footed, had jumped out her skin in surprise and as collecting herself (it was like someone shouting ‘boo’ from behind it was so sudden and loud). So I just smiled and said
‘It works, it’s just playing up. You need to open each book individually And scan the barcode inside. It’ll give you error messages, but ignore them and close them. The books will still be counted’
She glared at me- ‘IT DOESNT WORK!’
I’m, ‘give it a try, just open them’
‘IT DOESNT WORK, I have tried‘
‘Did you open a book?‘
So she throws them, closed, onto the machine and angrily points at the error message.
So I just said, calmly ‘the books need opening’. She picked them up, still both closed, and started flinging them back down to raise her voice more.
My friend then starting offering to do it for her (not really meant to with Covid rules, but was trying to diffuse it). Got as far as ‘shall I do it for-‘
The women then screamed at her, I’m not standing here being told off by you! I feel like I’m being told off! I’m going to the desk!
The new librarian on the desk looked over worried, people are mean to use the machines right now. I didn’t stay to see how it panned out.

The machine does have a sign on it explained how to currently use it.

She was about 30, seemed well presented and otherwise normal.

It’s bugging me as I’m struggling how it went so wrong, how I ended up being shouted at in public. I was genuinely happy to help her use the machine that annoys me, no edge to my voice.

She wasnt reasonable but a reaction like that probably points to that shes having a stressful time or a bad day.

She sounds like a dick. Don't worry about it.

Probably just frustrated that she'd tried to use it, for her it didn't work, the machine itself seemed to be saying it wasn't going to work and so she couldn't understand why you were telling her it did work.

Neither of you did anything wrong as far as I can tell. This woman seems to have been in a bad mood or maybe has some kind of mental health difficulties. Many people are under a lot of stress at the moment during this pandemic which could be part of the reason but of course it doesn’t excuse bad behaviour.
Experiences like these can leave you feeling a bit shell shocked because it all seems so completely out of proportion. You did your best to explain and she didn’t want to know. I can’t see what more could have been done. Don’t blame yourself.

I’d say a number of things:
Librarian clearly has personal problems, maybe she is grieving, maybe she has a partner who doesn’t listen to her, kids In hospital, Up all night caring for parents etc.
You were well meaning but think you should have left it when she said it’s not working- perhaps it isn’t although when the book opens and scans, perhaps it’s not being picked up and recorded correctly as returned by the software.
It sounds like she needs help and shouldn’t be at work.
I think I’d leave it and perhaps read the cues to back off next time, even though you were trying to be helpful, she clearly needs to be away from a customer facing role. I wouldn’t complain as it was witnessed by others in the workplace and she is like heading for being signed off or disciplined.

Some people are just idiots don't worry about it. My cat went to the vets Wednesday had 2 teeth out. I was quite worried about her on Friday as she stopped eating, couldn't tempt her at all. I phoned the vets, I said to reception woman im hoping to get some advice about my cat. Very abruptly she said in a loud voice, right! And what's wrong with her! It took me off guard and I lost what I was trying to say. The reviews online for the vets have a similar complaint about her.

I think anyone who’s worked with members of the public before will have experienced this kind of anger. I’ve worked in libraries and had people say how peaceful that must be - it can be, but not always when it comes to the customer service part!

I don't think you did anything wrong as such, but I probably would have stopped debating whether it worked or not much earlier in the conversation. She was an absolute dick, but by persisting you ended up getting shouted at. I would have left her to it once it became clear that she wasn't taking any notice.

I think you've misread it, @pantomime? The librarian wasn't the one shouting.

I would just chalk it up to someone having a (very) bad day. I suppose it might be she thought your friend was still working (given she was in uniform) and was a bit cross at seeing what she thought was a member of staff having a chat instead of sorting out a broken machine.

But mainly people are just a bit daft when they're stressed; it happens.

You met a member of the public who was in a strop. We could all write a story like that.

Don't overthink it.

You didn't do anything wrong. She was incredibly impatient and refused to listen to reason/help.

As my seven year old says 'You gotta walk it off mmmm mmmm' done with a sassy little shoulder shake!

Librarian clearly has personal problems You might want to read the OP again. Unravel who was who...

OP was with friend librarian. Screaming woman interrupted them. Working librarian looked nervous

It didn't go wrong by anything you did.
She was clearly upset or angry for some reason. The machine may have just been one more thing going wrong in her day. She may be a twat, or not very bright.
I wouldn't worry too much about it.

’d say a number of things:
Librarian clearly has personal problems, maybe she is grieving, maybe she has a partner who doesn’t listen to her, kids In hospital, Up all night caring for parents etc.
You were well meaning but think you should have left it when she said it’s not working- perhaps it isn’t although when the book opens and scans, perhaps it’s not being picked up and recorded correctly as returned by the software.
it wasnt the librarian, it was he customer
OP probably came off as a little interfering as she obviously doesnt work there.
Do Librarians wear uniforms?

I went postal last night about the state of the kitchen. Not a normal remotely moderate response. I can only assume she's having a bad day

Absolutely doesn't matter how stressful day you have, you have no right to scream at staff over your own incompetence.

You did nothing wrong. She was a dick

She wanted to talk to the librarian and wondered why you were butting in?

She was just a bit of an arse and in a strop about technology not working quite as it should. No need to overthink it.

I can't believe someone actually screamed in the library.

What was the ceiling decor like?

@WorraLiberty

I can't believe someone actually screamed in the library.

What was the ceiling decor like?

😂

Worra

She was annoyed that the machine wasn't working and wanted someone to help. The staff member in uniform was in a corner chatting to a friend. happens to me each time I go to our Tesco Express The friend chips in with advice on how to use the machine instead of the member of staff in uniform.

It’s bugging me as I’m struggling how it went so wrong, how I ended up being shouted at in public

How was she shouting at you? Didn’t you say she was shouting at your friend?

I think you should have let your friend, the member of staff, handle the situation and not inserted yourself in it. But it’s not a big deal - just forget about it.

I can't believe someone actually screamed in the library.

What was the ceiling decor like?

Good catch.