Dream Services for Nightmare Patrons

2nd Friday Series

Casual talks on hot topics

Slides are available to view

• Dream Services for Nightmare Patrons

• http://slidesha.re/qlc3GL

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

Opening

• Prior to opening, only authorized library staff should be allowed in the building

• Never count money in the open, in front of patrons (get that done before opening!)

• Make sure that all exterior doors are locked after entering

• Lock “staff only” areas at all times • General announcement after doors are

open--avoid surprises at service desks!

Closing

• Double check all stacks, bathrooms, public areas before locking the building

• Make periodic announcements that the library is closing; or walk around and let people know

• If you had a problem patron (potentially refusing to leave at closing) phone the Police before initiating closing procedures

• Security in numbers, leave in groups if possible or call an officer if you cannot

• Never make bank deposits in the evenings/after hours

Working Alone (or with minimal staff)

• Avoid this situation if at all possible• Keep your duties to a minimum • Increase your awareness• Never admit to being alone

Dealing With the Media

• Focus on the solution• Apologize when appropriate • Wait until all the facts are in• Prepare materials • Seek legal advice before issuing any

statement• Take the high road

Thank you for attending!

Questions?Questions?• Professional Development• 1.800.999.8558• http://www.lyrasis.org

• Russell Palmer• russell.palmer@lyrasis.org