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MBC Presentations * 21100 Excelsior Blvd. <br /> <br />* Excelsior, MN 55331 <br /> <br />PARTICIPANT: PREVENTION INFORMATION (Page Six) <br /> <br /> HOW TO HANDLE PROBLEM CUSTOMERS <br />Some general signs to help. spot obvious intoxication are: <br /> <br />1. Becoming drowsy or sleepy 12. <br />2. Becoming argumentative, mean, obnoxious 13. <br />3. Becoming entertaining, animated, boisterous 14. <br />4. Losing muscular control, becoming clumsy 15. <br />5. Complain about drink prices or check 16. <br /> <br />6. Complain about drink strength/preparation 17. <br />7. Overly friendly to customers and/or employees 18. <br />8. Losing eye contact, concentration; focus 19. <br />9. Make nasty comments about other people 20. <br />10. Letting cigarette burn without smoking it 21. <br />11. Becoming detached/brooding/stuporous 22. <br /> <br />Drinking too fast <br />Spilling a drink <br />Altered speech pattern/confused <br />Slurring words <br />Annoying other customers <br />Difficulty in lighting cigarette <br />Impairment of memory <br />Gait/walk changing/staggering <br />Emotional outburst, depression <br />Careless with money at the bar <br />Lighting more than one cigarette <br /> <br />If you suspect that a customer is near intoxication you should count the number of drinks <br />consumed, and talk with your customers - look for any of th6 signs listed above, <br /> <br />Three reasons why a patron you have served one alcoholic drink may appear intoxicated: <br /> <br />1) drinking more elsewhere; 2) mixing chemicals (valium, marijuana); 3) inexperienced drinker. <br /> <br />Knowing your customers' drinking style can help you spot potential alcohol-related problems: <br /> <br />Social: Drinks alcohol on special occasions; usually consumes one or two drinks, and rarely has alcohol- <br />related problems. Problems can occur if drinking more than usual, or il'alcohol is mixed with other chemicals. <br /> <br />Frequent: "Regular customer" may drink alcohol every day, perhaps three or four .per day. Has alcohol- <br />related problems when underestimates mount of.alcohol consumed or overestimates ability to drink alcohol and <br />drive and/or escape impairment. <br /> <br />Fire-cracker: "Surprise" behavior results from the physiological effects of delaying the absorpton of alcohol <br />when emotionally depressed or anxious. This drinker may consmne many drinks without apparent effect, but when <br />the alcohol is absorbed, he or she will likely have wide mood swings. <br /> <br />Alcoholic: Alcoholism is a disease in which the drinker has lost the ability to limit or control the mount of <br />alcohol consumed. This drinker poses a problem for licensees, his or her family and the unsuspecting public. <br />Depending upon how the disease may have affected liver functions, a tiny amount of alcohol or substantial <br />quantities of alcohol may be needed to induce obvious intoxication. Assistance, such as Alcoholic Anonymous <br />programs are available as well as drug treatment from various agencies and health resources. <br /> <br />When it becomes apparent that the customer is near intoxication, it is your responsibility to refuse service and/or <br />the sale of alcohol. At this point let your manager handle the matter. Managers should use tact and never use <br />the word "drunk" when talking with a customer because it makes the customer defensive. Everyone needs to show <br />concern for the customer's welfare. Don't hesitate to use your insurance company, attorney, or your written policy <br />as forces which limit your discretion. Put responsibility where it belongs...on the law. <br /> <br />Phone 612-470-9025 * Toll free 800-242-2499 * FAX 612-470-9019 <br /> <br /> <br />