I manage the computer lab/makerspace in a public library. We offer tech help by appointment and are very clear that this is for very basic assistance only (installing apps on a smartphone, downloading eBooks from the library, making basic documents in Microsoft Office, that kind of thing).
There’s a patron who’s there almost every day, known for being a jerk to everyone, who, every few months, asks me if anyone on staff can do web development for him. This time around, he’s extra persistent:
Patron: “So, have you hired anyone for me yet?”
Me: “Haha, no, sorry, still can’t do web development for you, but we have other resources you can use that might help you be able to do it yourself.”
Patron: “Well, you know, I worked at IBM and Merrill Lynch, and when they needed me to develop a new skill to help the company, they paid for my education.”
Me: “Mhm.”
Patron: “Well, do you understand what I’m trying to say here?”
Me: “As I’ve told you before, the staff are only able to provide basic assistance for tech help. They are there to do that, as well as manage and assist with all the equipment in our Maker Lab. Again, I’m happy to show you our other educational resources that can help you with this.”
Patron: “I’m your customer, aren’t I?”
Me: *Thinking to myself, this is a library, and everything’s free.* “That may be, but this isn’t a service we’re planning to offer.”
Patron: “Well, I can’t be the only one asking for this.”
Me: “You are, actually.”
This was apparently finally enough to shut him up, but I’m sure he’ll be back in another few months.
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