I have never felt so humiliated, intimidated, and unwelcome in a public library. My experience with…read moreSupervisor Bethany Hankin was one of the most degrading customer service interactions I have ever experienced, and it left me questioning whether I was treated this way because I am a Black woman.
As a nursing student preparing for the NCLEX, I drove to this library specifically to study in a quiet environment. Instead of leaving feeling supported by a public institution, I left feeling emotionally shaken, embarrassed, and deeply hurt.
The issue began because library staff made an error when booking my study room. Rather than acknowledging or attempting to resolve the mistake professionally, Bethany immediately approached me with hostility and aggression. I remained calm and respectfully tried to explain the situation, yet she spoke to me in a confrontational manner, discussed me within earshot of other patrons, and publicly embarrassed me over an error that was not mine.
The most disturbing part of this interaction was Bethany's decision to threaten to call security on me while I was calmly trying to explain what had happened. At no point was I disruptive, threatening, or disrespectful. Being threatened with security simply for attempting to resolve a staff mistake was frightening, humiliating, and completely unnecessary.
As a Black professional, I cannot ignore how this interaction made me feel. I left believing that I was treated differently because of my race. Whether intentional or not, the hostility, intimidation, and lack of respect I experienced were unlike anything I have encountered in a customer service setting.
A supervisor should lead with professionalism, empathy, and conflict resolution--not intimidation, public humiliation, and escalation. Bethany's conduct reflected a complete failure in customer service and de-escalation. Her behavior was not only unprofessional but also damaging to the welcoming environment that every public library should provide.
Because of this experience, I will never return to this library. I sincerely hope library administration conducts a thorough investigation, reviews any available security footage, speaks with witnesses and staff members, and provides Bethany with substantial coaching in customer service, de-escalation, implicit bias, and respectful communication. No patron should ever leave a public library feeling degraded, singled out, or afraid simply because they tried to discuss a mistake made by staff.
This experience is something I will not soon forget, and I hope the library takes meaningful action to ensure no one else is made to feel the way I did.