Background -- Yesterday a customer came in and my colleague, Matt, helped him with his Overdrive account.
Today -- At 10 AM the customer calls and asks is Matt is working. Yes. So he tells me that he will be right over with his Overdrive problem.
At 1 PM the customer comes in and asks for Matt. I say he isn't available, he is on his lunch. I check with Matt and he says he'll be there to help in 5 minutes.
Apparently 5 mins was way too long for the customer to wait. He said, "I need to talk to Matt, he is the only one here who understands my question. I can't wait 5 minutes." So I ask if I can help. He says, well I doubt it. Simultaneously a man walked over to the desk and offered to help (because the customer was so loud). In the end, I was able to answer the Overdrive question without anyone's help!