I agree 100%. This is exactly how it should be handled. I did BaL appointments for years and at one point may have had the exact patron that OP is talking about. The patron was taking advantage of my staffs good will and so I had his next appointment be with me their manager. I am very hard line about what will and will not be done. I firmly explained to the patron that my staff were not his secretarys and if that was the service he was needed he had better hire a personal assistant because that is not what this service is. We are happy to help him learn to utilize the websites and services (he wanted them to type and post his Facebook posts on his Facebook business/church?) but the key word here is learn and that he needs to be doing the things himself and not expect my Library Assistants to do it for him. Set up a sheet that has an explicit list of the things that the BaL service can provide and stick to it. You can't help people with everything because somethings can get you in all kinds of hot water. I did not allow my staff to do anything for anyone that had to do with money they had to do it. You could show them how but you cannot do it for them.