Who Do You Think You Are?

I don't know what it is about this town or this library but I've never met a group of people, old or young, rich or poor, that feel like that are entitled to everything.  Whether it be a free photocopy or checking out a non-circulating reference book, the people and their audacity just amaze me. Case in point...there was a rather notable older woman who borrowed an Interlibrary Loan material from an out-of-state library.  She failed to return the item on time so we had to send her reminder notices and reminder phone calls.  When she finally returned the item (a month late) she had the nerve to ask if she could buy the book.  It was a signed copy and she wanted it for her collection.  I tried explaining to her that we can't sell other people's property but she wouldn't hear of it and actually went over my head to her 'friend' the director and tried to convince her that she was willing to purchase a new copy to return to the lending library as a substitute for the one that she wanted to keep.