Smart Serve Managing Difficult Situations & Refusals 2 — Questions and Answers
Question 1: When cutting off an intoxicated patron, what is the recommended communication approach?
- Publicly announce that they're cut off so everyone knows
- Speak privately, use 'I' statements, explain it's the law, and offer alternatives (Correct answer)
- Ignore them until they stop ordering
- Have another patron deliver the message
Correct answer: Speak privately, use 'I' statements, explain it's the law, and offer alternatives
Speak to the patron privately and respectfully. Use 'I' statements ('I'm not able to serve more alcohol'), reference the legal requirement, and offer alternatives like food, water, or coffee.
Question 2: A patron becomes verbally threatening after being refused service. What should the server do?
- Threaten to call police immediately
- Remain calm, avoid escalating, create distance, and notify management or security (Correct answer)
- Challenge the patron to calm down
- Resume service to de-escalate
Correct answer: Remain calm, avoid escalating, create distance, and notify management or security
Never match aggression with aggression. Stay calm, don't argue, create physical distance, and immediately involve management or security. If threats continue, police should be called.
Question 3: What is the 'broken record' technique for refusing service?
- Playing the same song repeatedly to annoy the patron into leaving
- Calmly repeating the same refusal message regardless of the patron's arguments (Correct answer)
- Breaking a glass to demonstrate firmness
- Recording the conversation as evidence
Correct answer: Calmly repeating the same refusal message regardless of the patron's arguments
The 'broken record' technique involves calmly repeating your refusal: 'I'm sorry, I'm not able to serve you more alcohol' — without getting drawn into arguments or justifications.
Question 4: A patron's friends pressure the server to 'just give them one more drink.' How should the server respond?
- Give in to avoid a scene
- Explain to the group that the law requires the refusal and you could lose your job and they could face charges (Correct answer)
- Serve the friend instead of the intoxicated patron
- Ask the manager to overrule the refusal
Correct answer: Explain to the group that the law requires the refusal and you could lose your job and they could face charges
Engage the friends as allies: explain the legal consequences for everyone involved, and suggest they help their friend with transportation home. Good friends ultimately support responsible decisions.
Question 5: What should a server do if a cut-off patron attempts to leave and drive?
- Let them go — it's their decision
- Offer alternatives (taxi, ride service), and if they insist on driving, call police with a vehicle description (Correct answer)
- Physically block their exit
- Take their car keys by force
Correct answer: Offer alternatives (taxi, ride service), and if they insist on driving, call police with a vehicle description
Offer every alternative first. If the patron insists on driving while clearly intoxicated, call police with a description of the patron and their vehicle. Never physically restrain anyone.
Question 6: A server is unsure whether a patron is intoxicated. What is the safest approach?
- Keep serving until intoxication is obvious
- Err on the side of caution — slow service, offer food, and monitor closely (Correct answer)
- Ask the patron if they feel drunk
- Serve them one more to see how they handle it
Correct answer: Err on the side of caution — slow service, offer food, and monitor closely
When in doubt, slow down service, suggest food, and increase monitoring. It's always better to be cautiously responsible than to risk over-service.
Smart Serve Managing Difficult Situations & Refusals 2
When cutting off an intoxicated patron, what is the recommended communication approach?