Dealing with Intoxicated Customers

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Strategies for Dealing with Intoxicated Customers

Be on the lookout for the first warning signs of intoxication. Early action on your part may prevent your customer from becoming a problem. Remember, it takes about one hour to take away the effect of one drink. Keep a mental note of how many drinks your customers have had.

Prevention Strategies

• Slow down service. Try to casually avoid the customer`s table and delay ordering and serving drinks.
• Suggest food. Eating slows down the absorption of alcohol into the body. Also, the time spent eating is time the customer is not drinking. Suggest high-protein foods like nuts, cheese, and meats. Avoid salty foods -- salt makes people thirstier.
• Suggest nonalcoholic drinks. You can suggest a nonalcoholic drink, such as a soft drink, juice, or coffee when you think a customer has had too much to drink. There are also many nonalcoholic wines and beers available today. (Don`t compromise by serving a customer a watered-down drink. It is illegal to substitute a drink without the customer`s knowledge. If a customer is intoxicated, it is illegal to serve him or her any alcohol.*)
• Get the customer`s group to back you. Talk to the customer`s friends at the table. You may help them recognize that their friend is in trouble. Also, friends can often be more persuasive.

Refusing service to a customer

Refusing alcohol service can be difficult. The key is to observe your customers carefully. Remember how dangerous an intoxicated customer is behind the wheel of a car. Patrons who aren`t driving may be equally at risk walking, taking a taxi or riding with friends.

Your decision not to serve an intoxicated customer not only could save your liquor license, it also could save someone`s life.

When it`s time to cut off service and remove a customer`s drink:

• Establish and support a policy to back up servers who decide it is necessary to cut someone off. Train servers to notify the manager on duty when they are about to refuse service. Their decision may need back up if the customer gets angry.
• Be courteous, but firm. Be friendly, but don`t back down on your decision or bargain with the customer. Let the customer know that you want him or her to get home safely.
• Remain calm and respectful. Avoid arguing. Don`t provoke the customer by embarrassing him or her. Avoid statements like, "You`re drunk" or "You`ve had way too much to drink."
• Let the customer know your job or license is at risk. Don`t hesitate to tell the customer you could lose your license or job for over-service.
• Find transportation. It`s recommended that your business have a policy for getting intoxicated customers home safely. A cab service could be the right move for a customer who isn`t drinking with friends or whose friends are also intoxicated.
• If the customer refuses to cooperate or becomes disorderly, call the police and be willing to sign a complaint. Protect your business license and reputation.
• Make sure that other staff are aware of what has happened. Keep an incident logbook near the bar and write down what has occurred. If the customer injures a third party, after leaving the premises the record of events may be of assistance