Dealing with intoxicated customers is just one of the occupational hazards of working behind the bar. While I certainly hope this isn’t a problem you encounter often, it’s still an important thing to talk about. With some preparation, you can keep everyone safe, follow the rules of the law and still maintain a great evening for everyone at your bar.
Disclaimer:
Every state’s laws are different, and depending on your state and the circumstances, you and/or your bar can be held liable for customers who drink too much. It’s extremely important that you familiarize yourself with your local laws and your legal responsibilities. Many states require a “safe service” certification before you’re allowed to serve alcohol, and that training program covers the basics. Whether or not your state requires it, I recommend taking one!
Keeping Tabs:
With a packed bar on a busy night, it can be a challenge to keep track of how much any one customer is drinking. Unfortunately, it’s still your responsibility to do just that! Here are some tips for making it a bit easier:
- Keep the checks updated. This is the #1 best way to keep track of what your guests are drinking. Make sure you’re logging every order as you go.
- Consider timing. Remember there is a lag from when the customer finishes their drinks and when they begin to feel the effects, so pay attention to their drinking momentum. Did a guest just finish their beer and shot order in 3 minutes and order another round of the same? You may want to watch their intake (and start the steps in “prevention” below.)
- If you’ve just arrived for your shift, don’t forget to ask your colleague for a status report. How many drinks has everyone had? Is anyone on their “watch” list?
Prevention is Best
The best way to deal with an intoxicated customer is to prevent them from getting that way! If someone appears to be drinking at a fairly quick pace then it may be time to be a bit more proactive.
- Keep the water flowing. They didn’t order water? Give them one anyway – and keep it full. It’s much easier to stay hydrated with a icy cold water glass right in front of you.
- Offer food. If someone’s having a great time and drinking just a bit faster than you’d like, consider offering them an appetizer. It will slow them down and will also increase your check average.
- Slow it Down. Take your time coming back for their next order. An extra 10 minute wait does make a difference (and they are likely to drink more water while waiting. Win-win!)
Saying “No More”:
Most of the people who get too drunk at your bar will have the best of intentions. Maybe they are celebrating a birthday or occasion and too many friends bought them drinks. Or maybe they were just having a good time and lost track of their tab. Either way, assume the best. If you have to cut them off, try to do so in a way that is discreet, polite, and helps them save face.
Want a really easy way to do it? Simply close their tab and drop the check. It’s a gentle way of saying “you’re done” without actually saying it. If they ask to reopen the tab or add to it, then consider my standard script:
“Sorry man, you’ve had too much tonight. You’re welcome to stay if you’d like, but I can’t serve you any more alcohol.”
(Obviously tailor the above to suit your establishment and clientele.)
If the situation feels appropriate, let them know you’re cutting them off but offer to pretend to make them another drink. “Here’s your Gin and Tonic sir.” (when you’ve really just given them a tonic with lime).
Time to Go:
On rare occasions, a customer may drink too much and become aggressive, inappropriate or otherwise negatively impacting other guest’s experience. When this happens, it’s time to ask them to leave. I recommend enlisting the assistance of your manager and/or security personnel. You may call them a car as well.
If their behavior is so bad that you feel the need to 86 them (asking them not to return), take extra caution as they may feel they have nothing to lose. I highly recommend having the manager walk them to the door, and once outside letting them know they are no longer welcome. If the guest makes a scene, they are already outside. It’s much harder to get an unruly customer to leave than it is to keep them out!
While it’s a necessary evil, hopefully dealing with intoxicated customers is a rare occurrence at your bar. Arming yourself with a few tips and tricks can help prevent the problem altogether – or at least make it easier to address if the situation arises.
