Jan 09 2009
Polite But Firm
Note: This is a follow-up post to “And the Worst Patron Ever Award Goes to…” so be sure to read that if you haven’t already.
I woke up on the wrong side of the bed this morning, which really isn’t surprising considering last night. I just wasn’t in the mood to go to work and deal with more patrons, but honestly, you can’t call in ‘grumpy’ and not go to work, ya know what I mean? So I went to work anyway, but was not my normal cheerful self when I got there.
The director of the library asked me, first thing in the morning, how I was doing and I spilled my guts. I don’t normally tell her everything that’s happening with me - when a boss is asking you how you’re doing, they don’t actually want to know, FYI. They’re just being polite. 
So I don’t normally give them a rundown of my day, or an update on school or what have you - I just say “Great!” and go on my merry way.
But this time, it had to do with work, so I told her a summary of what happened (minus a certain finger action, in case you were wondering). And she told me that I shouldn’t have stayed on the phone. Apparently, if a patron is insane like that, and doesn’t actually want to resolve the problem but is instead just using me as a verbal punching bag, I don’t have to put up with it. I should have just told her firmly but calmly that she needs to speak to a manager or the director of the library, and to please call back tomorrow in order to do that, goodbye, and hang up.
I was most excited to hear that. I had actually thought about saying something like that when I was on the phone with The Worst Patron Ever last night, but I thought, “She’s already mad - what if I do that and then she tells my boss on me, and I get in trouble for doing that?” So I decided to stay on the phone until she decided to hang up.
Then when I told the director that the patron had swore at me, she genuflected and said, “Oh no! You definitely should have hung up on her then. You absolutely do not ever need to deal with a patron who swears at you. Just say, ‘I cannot talk to you when you are talking like this - call back when you are calmer’ and hang up. Be polite, but be firm. Do not put up with that.”
Oh.
Well, better late then never, right? I guess I’ll know for the next time a patron decides to go a little insane on me.
By time my shift ended at noon, I was in a better mood. I am blessed that my natural personality is to be happy and upbeat. I just had to work my way through the anger and frustration first, so I could get on with life. I am doing much better now, thank heavens.
And since I am happier, I thought it would be fun to post a YouTube video that my father sent along to me, about the spirit of Christmas, and of giving. Although it’s a little late now, I promise, this video is still definitely worth watching. Thanks Dad!
Enjoy!
That video is superb! Well done your dad.
I think we all assume that as customer servants (?) we are required to put up with everything patrons do. It’s good to know we’re allowed to hang up on them. I’m just glad I don’t have to answer that phone. I just have to explain the entire meaning of the Dewey decimal system to about half of the patrons who seem to think that the large print fiction section is hiding all the books on astronomy, car parts, and Nostradamus. Luckily, patrons don’t generally swear profusely at their personal library tour guides. For future reference, HANG UP HAVA, HANG UP!! Then flip the phone the bird.
Good to hear you aren’t going to have to deal with that. I could never tell what sort of behavior from patrons was too much.
Ani >> I forgot I gave you my website address. Thank you for coming by - how cool!
And isn’t it good to know that we can hang up on patrons when they get out of hand? I really wouldn’t have guessed.
Ravyn >> Yeah, it’s hard to know where you can draw the line without getting into trouble. Luckily we don’t have horrid patrons like that very often!
Hava
Darn, I was feeling all upbeat until I watched the video. Now I’m depressed again
I feel for the poor kid that has to listen to her probably all the time.
Glad your boss backed you up on this. I remember I had an irrational screamer one time who just kept insulting me and talking over me and finally I just said, “Thank you for calling,” and hung up. I was all for customer service, but I had my limits. Luckily my bosses agreed with me, too, and the fact that I hung up on him actually made the caller realize what a jerk he was being.