How exciting is a countdown to zero? For libraries, reaching zero in overdue balances isn’t just a milestone—it’s a win for patrons, staff, and the entire community. Getting long-overdue materials back into circulation benefits everyone, and Unique Management Services’ Gentle Nudge® Patron and Material Recovery service is designed to make it happen.
A Win-Win for Libraries and Patrons
When patrons return long-overdue items, it’s more than just checking off a box—they regain full access to library services, and the materials become available for others to enjoy. Returned items help fulfill holds, reduce material loss, and prevent the costly and time-consuming process of billing, reordering, and replacing inventory.
Every returned item contributes directly to your library’s mission and financial health.
Gentle Reminders That Work
Only about 1% of a library’s circulation typically requires referral to Unique for material recovery. Often, these patrons aren’t intentionally neglectful—they may have simply lost track of time, forgotten about an item, or needed a bit of extra understanding and encouragement. That’s exactly what the Gentle Nudge® process delivers.
Our approach keeps the door open for patrons to return as valued users. Once a balance is resolved, accounts are unblocked and patrons can enjoy full library privileges again.
Patron Privacy First
Unique never receives title-level information as part of our firm commitment to patron privacy. Libraries refer accounts to us based on their own criteria, ensuring that referred materials are from the active collection and were recently circulated.
We receive only the patron’s balance, which may include a long-overdue referral fee—a small cost designed to help cover your library’s material recovery efforts.
Fines, Fees, and Financial Health
All fines and fees collected by the library remain with the library. That means you decide whether to collect or waive the referral fee. We encourage libraries not to waive this fee—it’s typically paid without issue when included in the total balance, and it helps support your material recovery process.
It’s important to note that consistent waiving of referral or overdue fees can negatively affect your library’s budget and our collection guarantees, including contingency fee calculations.
Gentle Nudge®: Until the Balance is Zero
Waiving a fee does not trigger Unique to suspend or close an account. We continue making courteous, respectful contact with patrons until the balance reaches zero. The Gentle Nudge® process is about more than collecting—it’s about restoring access, rebuilding relationships, and protecting valuable materials.
Let’s Count Down to Zero—Together
With the Gentle Nudge® service from Unique Management Services, your library can reduce delinquencies, recover lost items, and bring patrons back into good standing—gently, effectively, and without friction. Because every returned item, and every restored patron relationship, is one step closer to zero.
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