The Drive-Thru Customer Who Took Nerve Pills
At a daiquiri drive-thru in Shreveport, a customer in a pickup truck orders a 32-ounce margarita at 9:30 p.m. His speech is thick, his eyes are bloodshot, and he fumbles his wallet twice. There is a strong smell of alcohol coming from the truck. When the server asks whether he has been drinking, he says he had 'a couple' and adds, 'I took my nerve pills, but I'm good.' He is alone, the engine is running, and he says he just needs 'a hair of the dog' before driving home. There is no other employee near the window. The drive-thru has a policy of not serving anyone who appears intoxicated, but the line behind him is growing and the customer is becoming irritated.
1. What signs and facts indicate impairment, and can the server sell him the margarita?
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The server should not sell the margarita. The relevant facts are thick speech, bloodshot eyes, fumbling with the wallet, the odor of alcohol, the admission of drinking, and the combination with 'nerve pills.' A central-nervous-system medication plus alcohol can increase impairment even if the customer does not feel drunk. The running engine and the customer's stated plan to drive home make the situation a safety issue, not just a service issue. 'Hair of the dog' is not a lawful reason to serve an impaired person. The server does not need a medical diagnosis or a breath test; the observed signs and the admission are enough to refuse under responsible-service standards and Louisiana's prohibition on serving an intoxicated person.
2. How should the server intervene at the window?
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Use a calm, direct refusal: 'I can't serve you alcohol tonight. You appear impaired, and you told me you took medication with alcohol.' Do not argue about how many drinks he had. Offer alternatives: water, coffee, food, or a ride. Ask him to park and call someone, or offer to call a cab or ride service. Do not reach into the truck or grab his keys. If he becomes aggressive, step back, close the window, and call the manager. If he drives away while clearly impaired, get the plate number and call police. The server should not let the line pressure change the answer; one impaired driver is a greater risk than a slow line.
3. What should be documented, and what should the manager review afterward?
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Document the time, the vehicle description and plate if safely obtained, the specific signs observed, the customer's statements about alcohol and nerve pills, the refusal, the alternatives offered, and any police call. Note the name of the server and any witness. The manager should review the incident with the server, check whether the drive-thru's policy was followed, and confirm that the refusal was not based on a protected characteristic. The manager should also consider whether the drive-thru should have a second employee at the window during late hours or a written protocol for impaired drivers. The documentation protects the business by showing a specific, observed basis for refusal rather than an after-the-fact excuse.