Refusing Service and Intervention Techniques
Refuse clearly and safely
Refusal is a customer-service event, not a confrontation. Use a calm, firm, private voice: “I’m not able to serve you tonight.” Do not debate how much the person has had or accuse them of being drunk. Offer alternatives: water, food, a cab, a rideshare, or a call to a friend. Involve the manager early, especially if the patron is loud or with a group.
Escalation
- If the patron argues, repeat the same short line; do not negotiate.
- If the patron threatens or refuses to leave, step back, keep a barrier between you, and call the manager or police.
- Do not physically restrain, chase, or grab keys; you can offer to call a ride.
- Document the time, behavior, refusal, and any threats.
Worked example
A man who has been drinking heavily demands a double. The server says, “I can’t serve you alcohol tonight, but I can get you water and call you a cab.” He curses and stands up. The server steps back, signals the manager, and asks him to leave. When he refuses, the manager calls the police non-emergency line. The server writes down the time, his behavior, and the refusal.
Traps
- Arguing about BAC or drink count.
- Humiliating the patron in front of friends, which escalates.
- Serving “one for the road” to end the conversation.
- Touching or blocking the patron, creating a safety and liability risk.