What Should You Do If a Customer is Unsteady on Their Feet?

What Should You Do If a Customer is Unsteady on Their Feet?

When you’re working as an alcohol server, there’s one crucial moment that can make or break your night: when a customer appears unsteady on their feet. Picture this: you’re in the middle of a busy shift, serving cocktails with flair, when a patron stumbles slightly. What do you do? Do you push forward with the orders? Or do you take a closer look?

The First Rule: Always Assess the Situation

You know what? Ignoring signs of intoxication isn't just bad service—it can also lead to serious consequences for both you and the establishment. If you notice a customer is unsteady, it’s your responsibility to assess their level of intoxication. Take a moment to consider a few key factors:

• How much have they had to drink?
• Are there any observable signs of intoxication, like slurred speech or difficulty maintaining balance?
• Is this behavior a regular occurrence for this customer?

By monitoring these signs, you’re not just protecting the customer; you're fulfilling your legal obligations as defined in the Washington MAST (Mandatory Alcohol Server Training).

Why Refusing Service Matters

So, what happens if your assessment indicates that the customer is indeed intoxicated? Here’s the thing: the responsible action is clear— you might need to refuse them further service. This may feel uncomfortable, but it’s crucial for several reasons:

1. Customer Safety: Over-serving can lead to accidents or health issues. If someone is visibly intoxicated, making sure they don’t consume any more alcohol is a kindness, not just a rule.
2. Legal Compliance: In Washington, servers are legally obligated to stop serving alcohol to patrons who appear drunk. Not following this could result in fines or worse for you and your establishment.
3. Business Reputation: Making a choice to serve responsibly not only protects individuals but upholds the reputation of your bar or restaurant. Customers appreciate safe spaces, and word-of-mouth can spread quickly.

The Balancing Act of Customer Service

In the heat of the moment, it may seem like saying "no" to a customer contradicts the essence of hospitality, but that couldn’t be further from the truth. Think of it as a pivotal balancing act—you’re not just serving drinks; you’re serving safety. You might even engage with them while expressing concern, asking questions like, "How about switching to some water for a bit?" This shows you care and keeps the atmosphere positive.

Looking at the Bigger Picture

Okay, let’s take a step back for a moment. Addressing intoxication isn’t solely about avoiding trouble; it’s about fostering a culture of responsible drinking. Your role as a server places you in a unique position to influence drinking behavior. Serving responsibly doesn’t mean being a buzzkill; it’s about being part of a larger conversation surrounding alcohol consumption. It’s about promoting enjoyment while ensuring that it doesn’t spiral out of control.

What’s Next?

For anyone involved in the MAST program, recognizing signs of intoxication is just one part of the training. With every shift, you’re invited to learn and adapt your approach further. Each experience with an unsteady customer is an opportunity to refine your skills, perfect your assessment tactics, and solidify your confidence in making those tough decisions.

At the end of the day—in our lively world of drinks and cheers—remember, there’s nothing wrong with saying no. It’s not just a service; it’s a safeguard for your patrons and a crucial building block of responsible alcohol service.