Bar & Cellar Management
DEALING WITH AWKWARD CUSTOMERS.
This is the very unglamorous part of bar
management, but there is a very simple set of rules to follow to help
you deal with awkward customers.
First we need to decide what an awkward
customer is and how they behave.
Alcohol can make people act differently so a
normally quiet, well-mannered person can become irate and argumentative
after a few shandies!!
We would describe an awkward customer as
someone who is disturbing the peace in your bar by being loud,
argumentative or disruptive.
The way to deal with these people is:
Calm! If you get angry and aggressive you will make matters a lot worse.
polite, if you are polite then you will not generally cause the
situation to escalate.
the customer to stop what they are doing as it is disturbing your other
customers, but be nice and say please.
that doesnít work try being a bit more assertive.
that doesnít work lay down the law, tell the customer you have been fair
and given them two other chances, but if the persist in what they are
doing they will have to leave.
that doesnít work or they become aggressive towards you call the police
and let them deal with the removal of the customer.
You can also download all of the training
covered on the website as a free pdf by clicking on the link below:
MANAGEMENT TRAINING PDF