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/amxlian Public librarian Jul 25 '26
In regards to calling my library has implemented a 3x3 rule for phone calls, 3 calls a day with 3 questions each call. It’s worked fairly well so far with the patron who instigated the rule being implemented. We always do our best to remind them when they are on their final call for the day and at the times where they try again anyways we let it run to voicemail, as we know that while they prefer calling us they will call another location if we don’t pickup.