Server Training & Spending Money on Security (part 7)

The total staff has to be conditioned to not let patron’s unwanted words hurt their feeling. “Deflecting and defusing customer stupidity by not responding to it”, gives you the ability to displace patron aggression. Remember whenever you smile at patrons it is harder for them to get mad at you. Open palms, high chest show you are not a threat in a striking stance. Poly-impaired patrons are very unpredictable and confused with the diminished ability of normal patron’s reasoning functions.  Patron’s entitlement, arrogant, poly-impaired, ignorant behavior should be quickly addressed by staff.

Providing safety for your patrons when serving alcohol on your premises will cost you more money. The ability of safe controls by your staff will make you more safe/good profits in the long run with less risk. The opportunity for risk in nightclubs is unpredictable with constant risk.  All staff has to, “Deal with what see”, and immediately communicate the unwanted risk to managers.  “Just wishing them to go away” will not be productive. 

All staff has to use reason and patience while remaining friendly and communicating with the problem patron. Remember, if your staff has been trained to have compassion when asking for compliance it easier to communicate. If staff lacks the ability to have compassion and reason it creates reactions. Reactions mean you have created enforcement actions, not the patron using his understanding to comply. The staff is asking for patron compliance of house policy and repeating it so he can understand his options. Staff is asking the confused patron to choose (first the bad options than the good options) that are being given by the establishment. Explain all patrons have to follow the house policy conditions of entry. The key to reinforcing house policy always you act on behalf of the establishment, not yourself. All staff is trained to offer awareness and immediate communication of risk situation to managers.  You are a trained security staff enforcing house policy at all times.   Always remember carding patrons is a house policy and a condition of entry used to and control. Moving problem is easier when you control their identification.   Server training helps staff develop the ability to control patron risk-taking opportunity. The dangers of aggressive music can be communicated to DJ’S and manager by staff impression and observation on the patron's reactions to aggressive music.  The staff control of alcohol on open tabs and special event free drinking in hotel events, sporting events, weddings, and funerals, have to be controlled. Special event drinking is always at risk drinking when not limited and must have a responsible person named in the contract. Negligence is staff not knowing laws or house policy recklessness is not caring about the danger of your acts. Money and employee greed may create reckless and dangerous staff behavior.  

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