Your post is well written, interesting and with great insights on service delivery. I agree with you that having to prompt the agent is not ideal and impacts on your perception of the service, which appears to have been an overall positive experience. While reading it I was reflecting on my work as a Library Adviser and how prepared I am to anticipate user needs, without having them prompt me for information. There is always room for more learning and improvement, that’s for sure. Thanks for a great post!