Public libraries - safe, welcoming, warm - one could go on forever. It's all about people and delivering a service - every person that comes through the doors must be treated with courtesy, respect and a friendly smiling face. Sometimes that is very hard to do - when confronted with an agitated, snorting angry person -" because it is the library's fault that their books etc did not come back on time and they now have gazillions in library fines on their card!!" The disgruntled ratepayers that like to tell you "that its their rates that are paying for all of this"
The books that come back soggy because they have been through the washing machine and ruined their clothes -"so what is the council going to do about compensating me for my damaged. clothing.
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6 comments:
This is so true.Most days are great,but then you come across the "difficult patron" and it can really ruin your day.
Congratulations on your first blog and blog post Elizabeth! Enjoy learning about the new technologies that will help us learn new ways to serve our patrons better.
I view grumpy people as a challenge - see if I can try and change their mood and make them leave happy!
I would agree with nsl learning's comment on treating grumpy people as a challenge.Its part and parcel of working in an environment where there are all sorts of people using a community venue. What happened to the old fashion term "silence in the library". Boy thats really hard to imagine that it ever existed, as seen during our recent school holidays with all our nsl libraries inundated with very active lound and vocial children. But hey where would we be without them... Jobless I'd say!! redundant.
So true, somedays are better then others but sure do find more difficult days with patrons in winter.
I so agree with the comments about the "difficult patrons", but I must admit I did go through the day earlier last week in a "happy glow" as a patron rang later just to thank me again for goimg the extra mile for her. Made my day.
Thank you "Wayward Patrons" for highlighting what is an extremely important, yet controversial issue. Yep folks...it's a dangerous world out there! Can the thorny issues of road rage and verbal abuse be sorted out with group hug therapy or should we call in the "A" Team? Is it a case of "heroes never die...they just reload?" or "better a hasty retreat than a bad stand?" Hopefully, the stanza's I've written will offer some insights and (even better) a positive solution to these vexing issues...
"Have you ever thought about conflict resolution?
And can we clearly figure out, what is the solution?
Can it be Glen Campbell's "Try a little kindness" say?
Or rather Bruce Willis yelling "Yippee-Ki-Yea?"
Someone aims to push you round, when you're going out joggin'
Do I invite him out to lunch or pop him on the noggin?
When confronted with someone who's mad, do you turn and run?
Or from out behind the counter pull your 12-inch sawn-off shotgun?
Truth is, there's some bad guys who will bully and take all
Clearly they won't stop so should we knock them thru' a wall?
Better we should reason with mutual flapping of our gums
You never know, it may turn out, we wind up having fun!
This is clearly not so easy when someone is like a razor
And my gut level reaction is to reach for my tazor
And send 6 trillion volts to neutralise man or lady
along with that reminder "Hasta la vista, baby"
These are the dilemma's that we all face everyday
I know that there must be an easier healing way
So rather than retaliate or stomp into the ground
Visit Takapuna Lbrary, the place where love is found!
Keep up the good work Wayward Patron!
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