If you are alert, you may be able to detect guests in the early stages of intoxication and take the steps to prevent the situation from worsening. Such steps include:
Slowing service
Suggestion food or low alcohol alternatives
Warning the customer
Advise a manager of the situation
Avoid Put-Downs
Don’t be judgmental
Don’t say things like “you’re drunk” or “you’ve have too much
Don’t reprimand the customer
Don’t appear to be blaming them
Ever Courteous
Customer service demands that staff respect their customers
Be Polite us “I” statements like: I’m sorry, if I serve you another drink I’d be breaking the law
I’m sorry, if I serve you another drink I’d lose my job
I’m concerned about your safety
Shift Blame: The boss is funny about these things
There’s been a police crackdown, we could lose our license
Ask “What If”: What if you have something to eat and we see how you’re going after that?
What if your first drink’s on me tomorrow?
What if I call you a cab?
Keep Calm
Your tone of voice is very important
You need to have a firm voice without sounding aggressive
You should not raise your voice
If you remain calm, they may remain calm too
Clarifying Refusal
Explain why service is being refused
Remember to focus on the behavior, not the individual
Sometimes a customer may think they are being barred from the premises
Sometimes a customer may think they are being barred from the premises
Explain that they are welcome back another time
Alternatives
Offer to call a taxi
Suggest customers try low or non-alcoholic drinks
A discreet warning that this will be the last drink for a while may allow them to “save face” in front of their friends
Report
Make sure all staff in all areas are aware of what has happened
Record in the incident log
Echo
If they are a regular customer, staff can quietly reinforce the message when they return
They will usually be in a more receptive state to hear and understand why the action was taken
The customer may even thank the staff for looking after them
Some Other Good Tips
Never touch the customer
Speak to them away from others as a face saving measure
Don’t be afraid to involve management
