Dream Services for Nightmare Patrons
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Presentation for LYRASIS 2nd Friday Series Event, "Dream Services for Nightmare Patrons" 8/12/2012.
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Dream Services for Nightmare Patrons
- 1. Dream Services for Nightmare Patrons
- 22. Training with scenarios: what would you do?
Notas del editor
- This section was originally titled “problem patrons” but I decided to change it because the problems I want to talk about aren’t really in the patron—but in the patron’s reaction to not getting something they want. Oftentimes (not always) the thwarting factor can be traced to poor or inappropriate customer service on the librarian’s end of the transaction. Usually a patron doesn’t become angry all at once: they go through a three stage progression. Disappointment: Patron wants something and is unable to get it. Frustration: Patron tries to make things right and is not successful; feels unappreciated. Anger: Dissatisfaction explodes in an inappropriate manner. Work to defuse angry situations; it’s the job of public services to make the patrons feel welcome and comfortable, remember! Don’t match their mood. Library Policies vs. Judgment Calls Know your policies, and apply them—but don’t let them stand in the way of good customer service!
- Suggested tips for responding to swearing/bad language Address the patrons using formal names: Mr. Smith, Miss Roberts, Sir, etc. Confront them with their behavior Tell them how it makes you feel Let them know how their behavior is affecting the service that you know you’re capable of providing Ask for their cooperation Library Policies vs. Judgment Calls Know your policies!! Apply your policies BUT, DON’T LET THEM STAND IN THE WAY OF GOOD CUSTOMER SERVICE!! Discussion of problem patrons
- 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 (“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?’”) 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.
- Policies that relate to the big picture are policies that are well-thought out. In crafting policies or changing existing policies, start with specifics…get to the big picture later. Start with what happens in real life on the front lines of the library service desk when that policy has to be enforced. Does patron behavior really have to be corrected? It does if the behavior is threatening, disrespectful, abusive, disruptive, then of course. An important policy to have in place is a Library Code of Conduct.
- A mention of the effect on a staff person's morale after dealing with a particularly difficult patron. For managers/supervisors, remembering to check in with your staff member about it, just to ask "are you ok?" and sympathize a bit, can help a lot (LG)
- Discussion Be “disarming” they are probably frustrated that something isn’t working right—sometimes something as simple as saving and rebooting can solve the problem. I would allow them to keep their dignity and finish bathing, but make them aware that bathing is not allowed in library bathrooms. Service points can work to provide a list of shelters and other organizations for referral It’s ok to exercise some authority here, or to be disarming through humor…remember, you can start out nice “Oh, do you want to help me shelve some books” or connect with them. Often times misbehaving children are in need of something to do—”I’ll go shelve a book, but are you interested in a book of your own, or maybe a game?” or offer to relocate them to an area where talking/discussion is allowed.
- Never offer a ride to an unaccompanied minor. Contact the authorities and wait for them to arri Sometimes those that smell aren’t even aware of their odor. Again the “I don’t know if you’re aware, but….” approach can help them. They may react negatively, or they might be embarrassed. Make it “no big deal” offer them some possibilities for a place for a shower or bath (they might appreciate it) This one is more of a challenge in some sense…as long as the homeless/malodorous are at the library, not causing any major problems, they have just as much a right to use the space as anyone else. Sleeping, snoring, sweating, urinating—a big different situation in some sense too--when the situation is more problematic, it may be more appropriate to ask the patron to leave, or contact authorities. When someone is being not only disruptive, but is making inappropriate, even sexual advances, this has the potential to be a larger problem. Making the offending individual aware of the quiet space , and that others are trying to do research may solve the problem—sometimes the fact that someone recognizes what’s going on is embarrassment enough to stop the behavior. If not, certainly this is the kind of disruption where the authorities might intervene if it persists. I’ve always been hyper wary of “Flashers” this is more deviant behavior, and should be taken very seriously. Contact the authorities immediately to deal with anyone exposing themselves. A next step in this deviant behavior could be a sexual assault.