Lesson 3·8 min read·Completed
How to Refuse Service
Refusing service is one of the hardest things you will do on the floor.
The Script
Hey, I really want to make sure you have a great night. I am not going to be able to get you another drink right now, but let me grab you some water and we can get you some food.
Key Principles
1
Never say you are drunk — it escalates
2
Always offer water, food, or a safe ride
3
Stay calm — your energy sets the tone
4
Get backup — alert a manager immediately
5
Never argue
You Are Protected
Pour Behavior will never penalize you for refusing service to an intoxicated guest.