4.1 Intervention Techniques

Intervening when a customer is becoming intoxicated requires skill and tact. The goal is to protect the customer and others while maintaining a positive atmosphere.

When to Intervene

Intervene when a customer:

• Shows signs of intoxication (physical or behavioral)
• Has been drinking quickly
• Has consumed a high number of drinks
• Is mixing alcohol with medications
• Appears to be drinking to "solve" problems

Intervention Strategies

1. Slow Down Service

• Delay taking drink orders
• Remove empty glasses more slowly
• Suggest food instead of another drink
• Offer water or non-alcoholic beverages

2. Offer Food

• Suggest appetizers or a meal
• Food won't sober them up but can slow further absorption
• Gives time for body to metabolize some alcohol

3. Offer Alternatives

• Non-alcoholic beverages (mocktails, soda, water)
• Coffee or tea (won't sober them up but provides time)
• "Would you like to try our house special [non-alcoholic] drink?"

4. Engage in Conversation

• Talking keeps them occupied
• Helps you monitor their condition
• Can learn about their transportation plans

The LAST Method

L - Listen to the customer without interrupting

A - Acknowledge their feelings (don't argue)

S - Share your concern and your position

T - Take action (offer alternatives, refuse service, arrange transportation)

How to Refuse Service Tactfully

Do:

• Be polite but firm
• Speak privately, not in front of friends
• Explain it's the law and your policy
• Offer alternatives (food, water, coffee)
• Offer to help arrange safe transportation
• Thank them for their understanding

Don't:

• Argue or debate
• Call them "drunk"
• Embarrass them in front of others
• Make it personal
• Back down once you've decided