In this last installment of our article on the Problem Customer, we are now at an important juncture. We realize there are several “types” of customer who will not respond to normal customer service techniques or corrective mechanisms. We have identified these types of customer and recognize some of their symptoms. The question now is, how to deal with a true Problem Customer in a way that minimizes the stress and concerns on both sides and reduces the chance for a confrontation...either verbal or physical.

To restate the “types” of customer who may be true Problem Customer and who may well not respond to normal customer service techniques or solutions are those customers who...

1. Are Under the influence of drugs, alcohol or other substances
2. Are Mentally ill, of diminished capacity, those suffering seizures, fits, or other clinically defined mental/neurological problem
3. believe you have victimized them.
4. “act out” as a tactic to get their way.

Be Ready
Critical to the management of the “Problem Customer” is awareness, preparation and proactive behavior on the part of the Library management and staff. This principle cannot be overstated. The time to start wondering how staff will behave when a problem customer walks through the door is not as the problem is unfolding in front of your eyes. The time is now...

Identification
Staff need to recognize the four types of Problem Customer and be able to use the guides provided on recognizable symptoms (Part 5) to identify the Problem Customer as soon as feasible. It is important for staff to discern this is not simply a normal customer who is behaving a little strangely. There are numbers of examples of how situations tend to escalate when staff believe they just need to apply more customer service techniques to a Problem Customer. Not only do those techniques not tend to work, they may inflame the situation.

Interestingly, many Problem Customers are not new arrivals. You have seen them before and they may have created a problem before. You know who they are. They may be better on some days than others...but you know they are a Problem Customer. While everyone wants to believe people can change for the better and we all want to be fair to customers and not prejudge, there is a difference between reasonable assessment and “wishful thinking”.

In interviews with staff, one will hear someone say they hoped Ms. So and So would have a “good day”. The staff person knew the person was a Problem Customer and engaged in “wishful thinking” that this person would not be a problem on a given day. We can all hope for that, but we must be prepared in case we aren’t so lucky.