How to Deal with the Grumpy Patron

By Gina Martinez

As part of the front-line staff at the reference and circulation desks in a public library, I have had to deal with lots of different kinds of not-so-nice people. I have been recognized by my peers as a person who handles difficult and angry patrons professionally, and who appears to not let stress get to me. The truth is I don’t let stressful situations get to me by doing certain things. At the end of an interaction with an angry patron, I make sure to let those bad vibes go as fast as possible. I don’t ever want to let my next patron feel that wrath when they had nothing to do with the previous patron.

Treat every person in the same way- with the same respect and calm demeanor you would like to be treated. You are providing a service, and although some people can be very demanding, you have to remain professional and collected at all times. You are representing the library, and you want to make sure in a bad situation that you try harder so the patron leaves satisfied.

I have taken a workshop recently on how to handle mentally disturbed and angry patrons that has taught me how to effectively work with patrons. So this is what I do when Mr. or Ms. Grumpy has something not-so-nice to say to me, and needs to vent:

• Listen. Let the patron tell you what the problem is, and do not interrupt. Listen carefully for the real issue.
• Breathe. Inhale slowly and deeply, and exhale out long. Do this a couple times while the patron is talking, and right after he/she leaves. You want to stay clear minded as possible for your next patron.
• Pay attention. No matter what is going on around you, set the patron aside so he/she knows you are giving them your undivided attention. Spend as much time as needed until the issue is addressed.
• Lower your voice. Keep your voice calm, and when the patron raises his/her voice, lower yours even more. This will cause him/her to lower his/hers down too.
• Watch body language. Stay calm, but also show concern on your face. This will show him/her that you generally are concerned. Don’t have any objects (i.e. desks, computer, books, etc.) in between you and your patron. In a stressful situation don’t panic, because if a patron sees you panic, then they will panic. Show confidence.
• Call for backup. Do call for backup from the person in-charge if things escalate. It will also give him/her a chance to vent some more, so that you can get to a resolution faster.

Gina is currently working as an extra help Librarian at two public library systems: Santa Clara County Library & Los Gatos Library. She has worked among interesting library staff and patrons, and would like to share what she has learned from her own personal observations at the reference desks. Read more of Gina’s observations from the front lines at her blog, That’s What Gina Said.

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