The Problem Customer (Part 5)
William J. Schroer
The Problem Customer (Part 5) Cont'd

As in the above case, customers may appear normal from a distance or at first, but after a short period of time, it is usually apparent there is a problem in the degree of behavior abnormality or the lack of response or inappropriate response:

Symptoms Associated with the “Victim” include:

  • On the offensive
  • Not willing to listen
  • Do not have an objective.
  • Aren’t sure what they want.
  • Are inviting confrontation...looking for a fight.
  • Were fine a moment ago.
  • Issue is trivial.
  • Symptom isn’t the problem.
  • It’s personal.
  • Need to vent.
 
Customers who “Act Out”
Customers who fall into this category may appear to be very similar or identical to the “Victims” described above. However, this is done on a calculated basis and the goal is very clear...whatever the customer who is “acting out” wants.

Symptoms Associated with “Acting Out” include:

  • Not the usual suspects
  • Self-centered argument
  • Likely to blame library/staff
  • They claim to be a “victim”
  • Unable to see how they have any responsibility
  • Difficult behavior ends quickly when staff meets customer demands
These are the primary Problem Customer types. Each represents its own unique challenges and yet within these four types there are patterns of behavior which overlap. Solutions which we will discuss will have applicability to more than one of these types and some have value in any Problem Customer situation.


Next time, we will review those solutions and consider implications for policy, training, and relationships with customers and external partners like the police force....
 
 
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