Problem Patrons
They are like snowflakes– unique, come in flurries, and seem harmless until your eyelashes are full of them and you can no longer see!
I’ve worked at a lot of different libraries, and there are always problem patrons. Even in the most refined setting, the crazies come out to make life just that much more interesting and taxing, and librarians are faced with the age-old question, “how far do we let them go?”
At my library, our (current) biggest problem patron is one who is something of a legend. He rarely comes in, but calls daily (several times), knows the staff, and will trap you on the phone for up to 30 minutes at a time. He treats library staff alternately like his best friends or like his personal servants, depending on his mood, and recently asked if we could pull a CD, clean it for him, and then send it to him.
Every year, or so, we re-remind him that we are professional staff, willing and happy to help him with his library needs, but we do not need to hear detailed information about him medical problems, give detailed information about our personal lives, or address him by whatever wacky nickname he is using that month.
He is not hurting anyone, but he is taking up 80 percent more time than any other patron does, which is not equity of access.
Over the years I’ve identified several types of problem patron, but I’m still not as adept as I’d like to be at defusing them.
- The Talker. This patron is very easy to spot, and is one who will not let you get away. You think you’re being polite and providing excellent customer service, but really you might as well be a cardboard cut-out for all the attention this patron pays to your advice. The only way I’ve found to escape is to have a co-worker rescue you, or a perfectly timed phone call (which just never happens). If you start looking distracted and start walking away, there’s a chance he or she may follow you, but there’s an even better chance that when you get back to the desk there will be a task for you, or a co-worker to save you.
- The Dirty Old Man. Librarianship is a female-dominated profession, and younger and younger women are going into it. In any type of customer-service profession, there is a risk of being trapped and potentially sexually harassed by a dirty old man, but it is much worse (I’ve found) in librarianship. Again, make sure your co-workers have your back and can save you if you get trapped. Make sure, when you espy a dirty old man that you make yourself look as busy as possible. Help him if he requests it, but make it clear that you have a lot on your plate and will not be able to talk to him for five hours about his lovelife. Also, and I hate to say this and reinforce stereotypes, but dress sensibly. Do not wear low-cut tops, tight skits, or anything that says “come hither,” because they will, and not the ones you want.
- The Teenage Gatherers. They travel in droves, and at first you’re simply so happy to have them at the library that you bend over backward. The next thing you know they’re running all over the place, the sidewalk is full of bikes, and other patrons are afraid. Maintain authority the entire time your’e dealing with teens. It is tempting to be cool, but that’s when they take advantage. Know their names– that is the biggest one, because if you know who they are, they know they could individually get into trouble. It also lets them know that you’re paying attention. Let them know that you’re their friend, but also in charge.
- The Actual Crazy. Some people are actually crazy, and they use libraries too. Most are harmless, but every now and then you hear the cautionary tale of “that one guy…” When dealing with people who are erratic and potentially dangerous, document as much as you can– no one wants a lawsuit. Keep your cool, and always have back-up. If someone is reacting physically, or yelling, call the police– that’s what they’re there for.
In Defusing the Angry Patron, Rhea Joyce Rubin lists twenty basic strategies for defusing anger.
- Set the tone for the exchange
- Breathe and count
- Treat the Patron with respect
- Listen
- Acknowledge and validate
- Focus on the problem
- Concede a minor point
- Avoid red flag words
- Don’t argue
- Disagree diplomatically
- Don’t justify
- Don’t use one-upmanship
- Apologize
- Use bridge statements
- Define the problem
- Use the Salami Tactic
- Take your time
- Be assertive
- Don’t make idle promises
- Involve a colleague
Every situation is different, every patron is different, but the best piece of advice that works in all situations is keep cool, and keep your wits about you.
Filed under: A Day in the Life, By: The Librarienne, libraries, tools of the trade | 6 Comments
Tags: crazies, membership library, patrons, public library
Salami tactic?
I believe the salami tactic is similar to the compliment sandwich– compliment+critique+compliment. I’m not 100% about that, and I admit, I did not read the whole book, I skimmed.
These strategies would seem to work well in every situation involving a conflict. Personally, I’ve found not arguing and not justifying to be the hardest ones. When people want to argue, its hard to say I’m sorry and no, without explaining why its their fault or why you can’t do what they want. But once you go down that road, things tend to escalate. Good advice!
Excellent post! Thanks for the mention of the Rubin book – I’ve recommended it for purchase for the use of staff in my own library …
I’m almost afraid to Google Salami Tactic….
Since there is (justifiable) interest in what the hell a salami tactic is, I took the librarian approach and looked it up in the book!
“When the patron’s problem is complex, try slicing it into manageable pieces…after listening and validating, say something like ‘It sounds as if there are a number of things we need to address. Let’s take them one at a time, ok?’”
Rubin, Rhea Joyce. Defusing the Angry Patron. New York: Neal-Schuman Publishers, 2000. p45.
Salami!