All is well until today when the lending library's short-staffed and struggling and a lady comes in wanting to zoom-copy a long and complicated document. The customer's in a hurry so the Library Assistant suggests that if she really can't wait a couple of minutes she could always try the reference library's copier (because, despite their protestations, the reference library isn't busy by any objective measure). Which idea she took in the spirit in which is was given and she went off to the reference library.
Flexible use of resource opportunities to enhance the customer experience, eh, what? Cue blistering email from Daisy Dormouse, the Reference Librarian, to all members of Policy Team, copied to lending library staff.
When are lending staff going to be trained properly to use the photocopier so that they're not always sending customers to the reference library?
This has not gone down well.