I saw my coworker encourage someone to fill out a form

Context

A patron at the Shreve Memorial Library saw us giving a computer class today. When she asked about registration, I handed her this form. She then asked about scheduling, and I told her that we have a months-long waiting list. She said she couldn’t wait that long, so my coworker showed her a self-help program on the computer. Then she encouraged the patron to fill out the form anyway.

Commentary
I am the youngest of four children by quite a bit and, as any of my siblings will gleefully tell you, that means I’m spoiled rotten. I guess they say that because I only do what I want to do. In some ways, this makes me a wretched person. I have almost no sense of obligation, and I get royally hacked off at people who try to make me obliged to them. I’m even suspect of gifts, in case they come with strings attached. Also, when I don’t like the situation I’m in, I tend to bail. Hence my checkered employment history.

However, I think there’s something good about being spoiled rotten. For one thing, I’m not subject to peer pressure at all. Also, in my case at least, it tends to be a global mindset. I want everyone to do what they want. It’s one of the reasons I’m good at customer service, but would be terrible at sales. I don’t try to convince people to do something, I try to make sure they’re able to do what they want. In fact, I sometimes frustrate the people who sign up for computer classes, because they’ll ask, “what should I take?” Ick! “Should” sounds like an obligation! So I ask them right back, “what do you want to learn?”

My coworker’s actions today puzzled me, because her mind went in a direction mine never would have. My way of working is the patron asks us for something she wants, and we let her know if we can provide that. Yes, we have computer classes. No, you can’t take them right away. End of transaction.

My coworker took extra steps, showing the patron the self-help program and talking her into filling out the registration form anyway. I think the former was a case of trying to make our available services fit the patron’s wants, which was absolutely appropriate. The latter, however, shaded into trying to make the patron settle for what we have. It felt like my coworker was saying, “go ahead and sign up to wait for a few months. You said you didn’t want to, but maybe you didn’t really mean it.” I think that’s wrong. I know what I want. I try to spoil everyone else by assuming they do too.

What did you see today?