Refusing Service Procedures Flashcards

What is the best approach when a patron becomes emotional after being cut off?

Answer: Show empathy, acknowledge their feelings, but maintain the decision firmly

Showing empathy while maintaining the decision is most effective. Statements like 'I understand this is frustrating, but I'm concerned about your wellbeing' acknowledge feelings without reversing the cut-off.

Why should a cut-off decision never be reversed once communicated?

Answer: Reversing a cut-off undermines the server's authority, encourages future arguments, and sends the message that pressure works

Reversing a cut-off undermines the credibility of the decision, signals to the patron (and others) that arguing or pressure can change the outcome, and may result in over-service and legal liability.

How should a server handle a situation where a manager overrides their refusal and tells them to continue serving?

Answer: Explain their observations, document the disagreement, and understand that they may still face personal liability

If a manager overrides a cut-off, the server should clearly explain their observations, document the disagreement, and understand that individual liability may still apply. Servers have personal legal obligations under the Act.

What is the appropriate approach to refusing service to a patron who claims they will 'never come back'?

Answer: Acknowledge their disappointment but maintain the refusal, as safety and legal obligations outweigh potential lost revenue

While losing a customer is undesirable, safety and legal obligations always take priority. A calm acknowledgment of their disappointment combined with a firm refusal is the professional approach.

At what point should a server consider calling emergency services during a refusal situation?

Answer: When there is a threat of violence, a medical emergency, or a patron attempting to drive while intoxicated

Emergency services should be called when there is a threat of violence, a patron is experiencing a medical emergency (such as alcohol poisoning), or a visibly intoxicated patron is attempting to drive.

How can pre-shift preparation help with potential refusal situations?

Answer: Staff can review refusal procedures, discuss scenarios, and be briefed on any patrons or groups that may need extra monitoring

Pre-shift preparation helps staff feel confident about refusal procedures, review common scenarios, practice language and techniques, and receive briefings about specific concerns for the upcoming shift.