SIR Refusing Service Procedures 3 — Questions and Answers
Question 1: What is the best approach when a patron becomes emotional after being cut off?
- Tell them to stop being emotional
- Show empathy, acknowledge their feelings, but maintain the decision firmly (Correct answer)
- Resume service to calm them down
- Laugh it off to lighten the mood
Correct 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.
Question 2: Why should a cut-off decision never be reversed once communicated?
- Because the patron might feel confused
- Reversing a cut-off undermines the server's authority, encourages future arguments, and sends the message that pressure works (Correct answer)
- It does not matter if you reverse it
- Because the manager said so
Correct 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.
Question 3: How should a server handle a situation where a manager overrides their refusal and tells them to continue serving?
- Always follow the manager's instructions
- Explain their observations, document the disagreement, and understand that they may still face personal liability (Correct answer)
- Refuse to work for the rest of the shift
- Serve the patron without question
Correct 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.
Question 4: What is the appropriate approach to refusing service to a patron who claims they will 'never come back'?
- Immediately resume service to keep their business
- Acknowledge their disappointment but maintain the refusal, as safety and legal obligations outweigh potential lost revenue (Correct answer)
- Ask the manager to handle it to avoid losing a customer
- Offer them a discount on their next visit
Correct 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.
Question 5: At what point should a server consider calling emergency services during a refusal situation?
- Only if directed by a manager
- When there is a threat of violence, a medical emergency, or a patron attempting to drive while intoxicated (Correct answer)
- Emergency services should never be called over alcohol service
- Only if property is damaged
Correct 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.
Question 6: How can pre-shift preparation help with potential refusal situations?
- It cannot help
- Staff can review refusal procedures, discuss scenarios, and be briefed on any patrons or groups that may need extra monitoring (Correct answer)
- Pre-shift meetings should only cover menu items
- Only new staff need this preparation
Correct 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.
SIR Refusing Service Procedures 3
What is the best approach when a patron becomes emotional after being cut off?