Image representing refusal of service

Tips

Refusing service to customers should be viewed as a last resort. RSA is not about getting people drunk and then cutting them off. Servers should be thinking about managing their bar from the time a customer enters until the time they leave.

Following are some steps that can help prevent the situation from getting out of control if service has to be refused.

EARLY INTERVENTION

If the server is alert, they may be able to detect those in the early stages of intoxication and take steps to prevent the situation from worsening.

Such steps include:

  • Slowing service.
  • Suggesting food or low alcohol alternatives.
  • Warning the customer.

AVOID PUT-DOWNS

Don’t be judgemental:

  • Don’t say things like “you’re drunk” or “you’ve had 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 use “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 licence.

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 not raise your voice.
  • Behaviour breeds behaviour.
  • You can calm them down if you remain calm yourself.

CLARIFY REFUSAL

  • Explain why service is being refused.
  • Remember to focus on the behaviour, not the individual.
  • 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 are aware of what has happened.
  • Keep an incident log book near the bar and record the incident.
  • If the customer injures themselves or a third party, after leaving the premises, the record of events may be of assistance.

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 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