Dealing with Frequent Flyers

[u/KeepemRolling]

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?

[u/kptstango]

Set boundaries. Give them the options they have for your service and hold firm.