I would like to offer my feedback on the excellent service provided by staff member Hilary yesterday afternoon at SS&H library. Hilary took the time to actively listen to my concerns, to acknowledge these, and to resolve a situtation that could easily have escalated into conflict. Her solution was above and beyond my expectations. For the first time I felt listened to; I wasn't fobbed off with pat, patronising responses. Thank you, Hilary, for respecting my intelligence; I would like to acknowledge yours and the professional manner in which you responded to my concerns.