As public institutions, we get a wide variety of comments from
patrons. Many are glowing and encouraging, but others can be “downright ugly”,
as they say in the South. While we’re happy to respond and thank patrons for
the positive comments, we are also responsible for responding to the negative.
Criticism is not easy to take, but I like to look at them as “learning
opportunities”.
Therefore, how we respond to criticism, privately and via our very
public social networks is important and can speak volumes to those watching
from the outside. While some comments should be deleted for profanity or slander,
others can remain to allow not only the patron but the public realize that we
are able to take the good with the bad from those who frequent our facilities.
Here are some basic rules for handling public complaints:
1. Respond with an immediate “short” comment. Whether you
dealing with someone in person or on social media, let them know that you
regret their negative experience, and you will look into it and talk with them
further. Basically, this lets them know someone in authority is acknowledging them.
2. Get the facts. Talk with other staff members who were
directly involved (if it relates to an actual incident) and find out what
happened. Look at the person’s account as well. Find out as much as you can
about what would have provoked them to complain.
3. Don’t handle the entire situation via social media or in
public. If you’re dealing with a social media complaint, while you
may put some of your response on the site itself, share that you will be
contacting them via email or telephone as soon as possible. There is no need to
begin a “back-and-forth” on Facebook or Twitter, which may not reflect well on
the institution. Quickly move the longer response to a more private space.
If you’re dealing with an irate patron in person, move them to
your office or a quieter space (once you’ve done #2), so you can answer their
complaint in detail and without further disruption to others.
4. Answer their complaint point by point. Many times a
person will have a bad encounter with staff over an issue and then decide to
complain about everything else in the library. Begin with the initial complaint
and put them at ease about our procedures or desire to serve them. However, do
not apologize for other issues that may have just been spoken in anger. If I
know that staff did their best to serve the patron, I do not apologize for our
staff member’s behavior but tell them how proud I am of the service our staff
provide. If they complain about filthy conditions of materials or space, I
remind them that we have thousands of people in our facilities each week and we
do the best we can in providing a clean environment.
5. Bad attitude does not have to be met with bad attitude. Even
if a complaint is ugly and borderline abusive, I do not have to stoop to their
level in response. Maintain a positive attitude in responding. Smile (if you’re
face-to-face) or keep a calm demeanor. A calm, soft answer actually does
diffuse anger.
6. We are here to serve the public. Just as we proudly
proclaim as librarians that we provide “free access for all”, we sometimes need
to be reminded that this includes “difficult” patrons. They want to use our
facilities and check out materials just like everyone else, but can sometimes
be demanding in their ways. We must still strive to keep them as patrons and
turn them from problem to positive patrons, as we acknowledge their grievances
and help them understand our system and policies.
Does this mean we won’t have some who will try to buck the system
and always try to get away with things? No, they will always be among us, but
as we acknowledge them and continue to positively articulate our rules and
procedures, we can have hope that they will eventually turn out to be patrons
who will share compliments more than complaints.
So, the next time you’re faced with a complainer – step back,
breathe and say to yourself: Here’s a great learning opportunity! And smile.
