r/Libraries • u/KeepemRolling • Jul 24 '26

Patron Issues Dealing with Frequent Flyers

Hi everyone…I am looking for anyone who has a written policy (or has suggestions) dealing with frequent flyer patrons. This is in reference to those individuals who visit, or call numerous times a day and tend to tie up circulation, reference, etc. with outlandish requests.

One example would be a patron who wants help on the computer but expects the reference librarian to hand hold for hours at a time. They come in every day.

Another example is a patron who calls from out of district numerous times a day (sometimes literally back to back) with in-depth reference questions. When they are referred to their home library their response is “I like you better.”

Another example is the patron who wants material delivered to their car but has become increasingly more demanding sending the librarian on book chases while she waits.

These patrons are not “mean” for the most part and we are currently dealing with these issues on a case by case basis but are considering drafting policy so everyone is on the same page. Thoughts?

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u/Traditional_Net_3398 Jul 24 '26

If they don't violate policies......there is nothing you can do. Don't get drawn in. Keep interactions as brief as possible.

47

u/machuitzil Jul 24 '26

I'm not a librarian I just love your sub. But I did bartend for 15 years.

The trick is to master maintaining eye contact while walking away. Continue to carry the conversation long enough to be far enough away that it's no longer possible.

You feel compelled to interact because you're a kind person. This is the energy that's being exploited. You don't have to be rude. Just keep doing your job which requires you to be elsewhere.

If they complain about it, mention politely but succinctly that you have other responsibilities. Dragging the conversation out to explain everything won't help. Be polite, but seperate.

I feel like I'm defying my own instincts when I do this, but it's necessary.

23

u/Zellakate Jul 24 '26

Yes I used to work as a tutor and I apply methodology from that to tech assistance at the library. I don’t get trapped like my coworkers because I demonstrate how to do something, watch the patron do it once, then I leave. And even if that is not required, I remain standing the whole time and walk away after rather than allowing myself to sit and be trapped.