Two Different Views of Interlibrary Loan

I helped two undergraduates yesterday afternoon place their first ever, interlibrary loan requests. They were astonished. They were amazed. Someone was actually going to send a copy of the article to THEM via EMAIL?? They couldn't believe it. Who was on the other end sending the article? Did we do the same thing for other people? And suddenly I remember - interlibrary loan is an amazing service.

On the same day, there were many complaints from a very unhappy faculty member who felt that Interlibrary Loan service was unacceptably slow.

Different points of view I guess. Why do I spend so much more of my time looking at the world from the second point of view instead of the first?!