Last weekend we had a patron come in wanting to check out a very expensive medical textbook. Coworker #1 looked up his account and found that his account had expired and he had two unreturned items from almost a year ago (one of them was another copy of the very same expensive textbook). She then explained to him that due to the status of his account, he could not check out the book (this was a reserve item kept behind our circulation desk). He then proceeded to reach over the counter (one of my biggest pet peeves) and grab the book anyways! Saying "oh, I'm just going to look at it anyways" and backing away all while #1 is explaining that he needs to clear up the issues with his account before he can use reserve materials.
Shortly after this, Coworker #2 came back from lunch and found out what the situation was. Keep in mind this girl is tiny - maybe 5 feet tall - always very fashionable, and wearing a classic pair of kitten heels, and she wasn't having any of it! She walked up to the patron sitting at the computer and said "sir, I'm going to have to take that book back from you" and explained once again that due to the status of his account he was not able to take the book from the reserves section. He acted innocent and gave the book back. After getting back to the desk, she realized that he hadn't complained because he was still using the CD-ROM from the book! So she marched back over to him and took the CD-ROM back too.
All of the sudden he was thanking them and being polite, meanwhile when it had been just one girl earlier in the day, he was incredibly rude and pushy. Funny how that works.
Don't mess with the little people!