dream services for nightmare patrons
DESCRIPTION
Presentation for LYRASIS 2nd Friday Series Event, "Dream Services for Nightmare Patrons" 8/12/2012.TRANSCRIPT
Dream Services for Nightmare Patrons
2nd Friday Series
Casual talks on hot topics
Using this software
Nightmares: a discussion
• Take a few minutes to share some of your nightmares
• Not every detail, but types of situations you have worked through
• Example: “Group of patrons organized a game of tennis with real racquets/balls in the government documents area”
Nightmare patron types
• “You’ve got it, why won’t you let me have it???” • “I was told….” • “I KNOW I turned this in last week, it had a blue
cover!” • “You’re my captive audience, I’m going to make you
my psychologist for the day” (psychologist might also be “personal researcher,” “confidante,” etc.)
• So, um, where are your books?”• “My son’s science project is due tomorrow, I’m here
to do the research for him while he’s at soccer practice”
• Infinitely more, including the procrastinator
Deeper nightmares
• Bathing/shaving in library bathrooms • Body Odor• Drunk (Drugs) and disorderly• Mentally Ill, Off Medication • Stalking via the public service desk • Kids left alone/gone wild• Crime/weapons
Finding solutions
• Irate Patrons
• Deeper nightmares
• Policies
• Training with scenarios
Dealing with irate patrons
• “Problem patron” or “troubled librarian?”
• Progression:– Disappointment– Frustration– Anger
• Don’t let patron anger stand inthe way of good customerservice!
What did they just call me?
• Address them formally• Call them on it – confront the
behavior• Tell them how it makes you feel• Their behavior affects the service
you could provide• Ask for cooperation
Defusing anger
• Set the tone• Breathe and
count• Treat patron with
respect• Listen• Acknowledge
and validate
• Focus on problem• Concede a minor
point• Avoid red flag
words• Don’t argue• Disagree
diplomatically
Defusing anger, cont’d
• Don’t justify• Avoid one-
upsmanship• Apologize• Use bridge
statements• Define the
problem
• Use the Salami Tactic
• Take your time• Be assertive• Don’t make idle
promises• Involve a
colleagueRubin, Rhea Joyce. Defusing the Angry Patron. New
York: Neal-Schuman Publishers, 2000. p45.
All in all, needs are simple
• Recognition• Understanding• Importance• Comfort• Complaint handling
Policies
• Must be reasonable
• Must be enforceable
• Must relate to the big picture
Four tests of a legally enforceable policy
It must:• Comply with current statutes & court
cases• Be reasonable• Be clear• Be applied without discrimination
Sample public policies
• Boston Public Library• http://www.bpl.org/general/policies/
– Well organized– Different policies well defined
• Marriott Library, University of Utah • http://www.lib.utah.edu/info/policies.php
– Well organized (LibGuides)– Love heading “Patron Responsibilities”
Policies vs. judgment calls
• Know your policies• Apply your policies
BUT
• Don’t let your policies stand in the way of good customer service!
Deeper nightmares
• Bathing/shaving in library bathrooms • Body Odor• Drunk (Drugs) and disorderly• Mentally Ill, Off Medication • Stalking via the public service desk • Kids left alone/gone wild• Crime/weapons
Recognize potential threats
• Problem patrons– Vandalism– Noise – Theft– Violence
• Weapons • Sexual predators
Potential threats
• Family issues – Divorce/break up– Domestic situations
• Hold up• Bomb threat • Terror• Stalking
Handle with care
• Know when to call police/security– Moreover, feel empowered, as a staff
member, to do so without negative repercussions
• Become familiar with agencies in the community that can help– Maintain a list of these agencies at service
areas– Create partnerships that work
• PLCMC—Social workers visit the library once a week
Employ sensitivity and understanding
• Bathing in the restroom?– Address it, but let her finish—she’s
preparing for the job interview that could get her back on her feet
• Going crazy and cursing everyone out?– A perfectly normal, gentle man with a
blood sugar issue
Training with scenarios: what would you do?
Scenarios
• A patron slams the mouse and keyboard around on a public computer and mutters something about “…poor library service.”
• You find a patron bathing in the restroom
• After asking a teenager to be quiet, she tells you to “like…go shelve a book or something”
Scenarios• It is time to close the building, and an
unaccompanied 8 year old child asks for a ride home
• A homeless patron’s personal odor is offensive to everyone in the building
• A man in the building approaches women trying to do research to “chat them up;” there have been several complaints
Thank you for attending!
Questions?Questions?• Professional Development• 1.800.999.8558• http://www.lyrasis.org
• Russell Palmer• [email protected]