I pull up and there's a mom locked out with a baby crying in the car, or an old guy who's been standing in the cold for an hour, and they're frantic. I know I can fix the lock in two minutes, but the person in front of me is falling apart, and I never quite know what to say to calm them down while I work.
More people experience this than they realize.
You can fix the lock fast, but calming down panicked, locked-out customers is what trips you up.
If this sounds familiar, the Library can help you find the bigger picture.