Last Call for a Regular
At 12:40 a.m. on a Friday, you are the only server on the floor at a neighborhood bar that closes at 2 a.m. A regular customer, Dale, age 58, has been at the bar for about three hours. According to the tab, he has had three double whiskeys. He is now talking loudly, slurring his words, and has knocked over a glass of water. His eyes are bloodshot, he is unsteady when he stands, and he asks for one more double 'for the road.' He places his car keys on the bar and says he is fine to drive because he only lives six blocks away. A friend is in the restroom. The manager is in the office doing paperwork, and the other bartender is busy with a group at the service well. Dale adds that you should not cut him off because he is a longtime regular and 'everyone here knows me.'
1. Identify the facts that support refusing service to Dale, and explain whether his status as a longtime regular changes the decision.
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The refusal is supported by observable signs, not by a single number of drinks. Dale has had three double whiskeys, but more importantly he is slurring, unsteady, loud, bloodshot, and has spilled a drink. Those are classic signs of impairment, and the request for 'one more for the road' plus keys on the bar shows he intends to drive. A responsible server should refuse because continuing service would increase the risk of an alcohol-related crash and because serving a visibly intoxicated person violates the core duty of the house policy and Montana alcohol law. His regular status is irrelevant to the legal and safety decision. Familiarity may make the conversation more awkward, but it does not lower the standard. In fact, being a regular means Dale may be more likely to listen if you are calm and direct. The decision should be based on current observable condition, not on his claim that he is fine or on how much revenue he has generated.
2. Write the steps you would take to refuse the drink, address the keys, and arrange safe transportation, including what you would say.
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First, stop service clearly and without debate: 'Dale, I can't serve you another drink tonight. You've had enough, and I'm concerned about you driving.' Do not argue about how many drinks he had or accuse him of being drunk. Second, deal with the keys before they become a driving risk. Ask him to hand them over or to let you keep them until a ride arrives. If he refuses, involve the manager immediately; do not physically grab the keys or block the door in a way that escalates. Third, offer concrete options: call his friend from the restroom, call a taxi or rideshare, or contact a family member. If he insists on driving, tell the manager and consider calling law enforcement if he tries to leave impaired. Keep the tone respectful and private. Finally, offer water and a safe place to wait, and check on him until he leaves with a sober driver.
3. What would you document, and when would you involve the manager?
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Document the time, the observable signs, the number of drinks on the tab, the refusal, the request to drive, and the transportation outcome. Record facts, not opinions: '12:40 a.m., slurred speech, unsteady, spilled water, refused fourth double, keys on bar, friend called, left with friend at 1:05 a.m.' Avoid labels like 'drunk' if you can describe behavior instead. Involve the manager as soon as Dale refuses to give up the keys, becomes argumentative, or attempts to leave impaired. The manager should also be told before the end of the shift so the incident can be reviewed and any report completed. Documentation matters because it shows a consistent response and protects both the server and the business if the incident is later questioned.