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Home > Bar & Cellar Management Training

   

Bar & Cellar Management Training.

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:

1. Stay Calm! If you get angry and aggressive you will make matters a lot worse.

2. Be polite, if you are polite then you will not generally cause the situation to escalate.

3. Ask the customer to stop what they are doing as it is disturbing your other customers, but be nice and say please.

4. If that doesnít work try being a bit more assertive.

5. If 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.

6. If that doesnít work or they become aggressive towards you call the police and let them deal with the removal of the customer.

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