Avoiding Escalation
While it is important to emphasize situations like the one described above cannot be “managed”, it is also true there is sometimes the ability to influence the situation, to defuse it enough that a physical confrontation is avoided and that people may be dealt with reasonably. Although there are no guarantees, well-trained staff can help minimize the potential hazard of Problem Customers through activities and training including:

1. Avoid the use of behavior “triggers”. This includes but is not limited to some of the following:
   • Arguing with the Problem Customer
   • Invading their personal space
   • Denying the problem is real or suggesting it is imagined.
   • Trivializing the complaint or concern
   • Joking or attempting to force humor
   • Maintain normal eye contact
   • Do not avoid occasional eye contact
   • Do not stare or otherwise challenge through eye contact
     
2. Be aware of surroundings. Consider:
   • Where other staff are now
   • Where other patrons are
   • What is the escape route if needed
   • How would I call for assistance, if needed
   • Are there patrons within eyesight who appear to be unusual or whom I identify as former Problem Customers

While we can not necessarily “manage” Problem Customers, we can train staff, provide mechanisms for support and enable them to better influence the outcome of the situation we all hope never occurs.

Policy Implications
As may be apparent by now, there are significant numbers of policy implications for dealing with Problem Customers. Many of these have already been called out in earlier parts of the article.

To recap these consider the following:

• Training on the Problem Customer on a regular basis
• Drills to reflect potential Problem Customer situations (just like a fire drill)
• Mechanisms in place for alarm notification (buttons under desks, etc.)
• Telephone presets
• Personal alarm devices
• Safe Rooms
• Verbal Alarm code (“Call 911”)
• Staff training
  1. Request assistance early
  2. Response to an alarm/request for assistance
  3. Team approach upon alarm (buddy system)
  4. Security drills
  5. Security guard/police dept. training

The Problem Customer is not the same as the Customer with Problems. Hopefully, in this series of articles we have clarified those differences and presented solutions to help resolve the problems that Customers with Problems have. Additionally, we hope you have a recognition of the concept of Problem Customers, a view towards prevention and a recognition of some steps to be taken to most effectively handle, if not manage, the hopefully rare incidence of the Problem Customer.

Next time we will look at the value of Focus Groups in conducting Library Research.