The Quiet Customer Who Isn't Drunk?
At 4:30 p.m. on a Tuesday, a man in his mid-40s is sitting alone on a restaurant patio. He ordered one glass of white wine 45 minutes ago and has not ordered anything else. When you check on him, he is sweating, his speech is slurred, and he seems confused about where he is. He knocks over a water glass, then says he is fine and needs to drive home. He smells faintly of alcohol, but he also says he took a new allergy medication and 'maybe had a beer at lunch.' He refuses water and tries to stand, swaying. There are no other customers on the patio. Your manager is inside, and the restaurant closes in 30 minutes.
1. What signs suggest intoxication, what signs suggest a medical issue, and why should you not simply serve him another drink?
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The slurred speech, confusion, swaying, and alcohol odor are consistent with impairment, but sweating, confusion, and a new medication also raise a medical concern. A single glass of wine does not usually produce this level of impairment in a 45-minute window, so the explanation may be incomplete. He may have had more to drink before arriving, may be mixing alcohol with medication, or may be having a medical event such as low blood sugar. Serving another drink would be wrong because it could worsen either intoxication or a medical emergency and because he is already showing signs of incapacity. The correct approach is to stop alcohol service and treat the situation as a possible medical problem until you have more information. You do not need to diagnose him; you need to prevent harm.
2. What immediate steps would you take, and when would you call 911?
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Stay with him, speak calmly, and ask simple questions: 'Are you okay? Do you need medical help?' Do not let him drive. Move the keys out of reach if you can do so safely, and ask the manager to come outside. If he becomes more confused, passes out, has trouble breathing, has chest pain, or cannot stay upright, call 911 immediately and tell the dispatcher that he may have mixed alcohol with medication. If he is alert but insistent on driving, call the manager and consider calling law enforcement or a non-emergency line. Offer water, but do not force it. Keep other guests away and stay until help arrives. The key judgment is that a medical emergency takes priority over the alcohol-service decision.
3. How would you refuse further service, handle the keys, and document the incident?
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Say clearly, 'I'm not going to serve you more alcohol, and I'm concerned about you driving.' Do not accuse him of being drunk; focus on his safety. Ask for the keys and explain that you will hold them until a sober ride arrives. If he refuses, involve the manager and do not physically struggle with him. If he tries to drive, call for help. Document the time, his statements, the signs you observed, the medication comment, the refusal, the keys, and the outcome. Note whether 911 or the manager was called. The documentation should be factual and should show that you responded to a possible medical emergency as well as a service issue. After the incident, the manager should follow up with staff on how to handle similar situations.