The best practices used to handle patron complaints:

• Respond immediately to the patron's complaint.
• If the branch manager is not present when complaint is registered, staff collects information from the patron using the standardized "We WelcomeYour Opinion" form or the "Statement of Concern" form when it is a collection issue.
• Actively listen to the patron. Look for common ground and resolve issues in the best way possible with respect to library policies and procedures.
• Use empathy during the conversation.
• Apologize if appropriate.
• Remain calm.  Judge each situation differently depending on the complaint. Try to turn each situation into a pleasant compromise.
• Assume the patron is telling the truth.
• To best understand the "big picture" before responding to a complaint, research the issue thoroughly -this includes following up with staff involved.   
• Document the issue as well as the solution in the patron's account history.
• When applicable, explain the reasoning behind our policies and procedures. 
• Try to provide a solution. Involve colleagues in providing the solution if needed.
• Respond to valid complaints related to efficiency and examine procedures for possible changes.
• If the complaint involved a mistake or inadequate service, follow through by communicating to those involved so there can be a conscious effort to move forward and not repeat the behaviour.
• Share patron's concerns and the suggested solutions with staff to help with future issue resolution.
• If the issue involves another library branch, as a courtesy, contact the manager and offer to let them handle the situation if they choose.  However, in the interest of service excellence, take care of the issue then and there should the the patron be present and the solution is clear. 
• Show leniency with reducing large balances and make it a priority to ensure families can use the library if financial reasons are prohibiting payment of overdue fines.
• Waive half of the fine amount if the explanation for the ncurrence is reasonable. Document the decision in the patron's record account history.
• Empower staff to allow judicious exceptions.

The best practices used to assist patrons to embrace change:

• Provide "other side of the counter" assistance for the intial stages of any new change so patrons feel less intimidated.
• Remind staff to be patient and provide scripting and training techniques where applicable.
• Organize the new change in the easiest possible way and make sure employees introduce it in a positive, supportive manner. 
• Be straight with the patron and tell them that the changes being implemented - be they procedural or mechanical - are necessary in order to implement future changes and exemplify the direction the library is headed.
• Give patrons an outlet for further expressing their anxiety, be it written or oral, is conducive to letting them know that you hear and understand them and are not just sweeping their complaints under the rug.
• Managers present a positive attitude toward changes which in turn creates positive staff attitudes and results in a better transisition for patrons.
• Provide signage to effectively communicate changes being made.