My primary concern is the safety of our employees and customers. The purpose of this document is to prepare employees to effectively handle typical customer disturbance situations and situations in which safety is jeopardized, as well the proper utilization of police resources. All employees are welcome to address safety and security concerns with their manager. All employees must read and receive training in the following guidelines as part of their initial training.
All employees will provide service to all individuals regardless of disability, age, race, religion, creed, color, sex, sexual orientation, disability, marital status, national origin, and will not discriminate under any unlawful basis. No employee will bar from entry, refuse to provide service, make derogatory remarks, or treat customers differently based on their race, color, religion, sex, sexual orientation, marital status, national origin, physical or mental disability or age.
A positive outcome for any interaction with a disruptive customer is what we want. It is therefore vitally important that you as an employee, do not react to disruptive customers in a way that might escalate the "situation". Remain calm, do not argue, and do not engage physically.
On occasion, there are individuals whose behavior becomes a detriment to building a steady clientele of regular customers. Some examples of such behavior:
Your initial reaction to any situation will have a tremendous impact on the overall situation. Making proper decisions early will ensure a positive outcome. Whenever you approach such an individual:
Suggestions as to what to say in a quiet, non-threatening tone of voice:
Our primary concern is the safety of our employees and customers. NEVER intervene in the event of a fight or other threatening customer behavior. NEVER touch or attempt to restrain any individual. If a customer's behavior has become verbally abusive, call the police by dialing the non-emergency # (see the speed-dial list) If the customer's behavior escalates to threats of violence, or becomes violent, this is a crime and dial 911.
Working the 3rd shift, especially on Friday and Saturday nights, presents some situations that on other nights or on other shifts, you probably will not experience. The obvious reason is that a number of customers, especially between the hours of 2 AM and 4 AM on Friday and Saturday nights, will patronize us after they have consumed alcohol. Most of these customers are just nice people out for a good time. On occasion though, some get carried away and become obnoxious or even worse. In most situations, a smile and a sense of humor will go a long way to effectively handling late night patrons.
In order to focus on in-store customer service, you may politely inform phone-in customer's that we do not take call-ins between 2-4 am on Friday and Saturday nights, if the store is too busy to take such orders.
During bar time (typically 2-4 am on weekends), if necessary, rather than allow customer behavior that is too loud, too demanding, etc.:
Ask yourself... is this a life threatening emergency or crime in progress?
This is because we have been put on notice by the Police Department that our business can be deemed a nuisance if we make 911 calls that are not for life threatening emergencies or crimes in progress.
Has the individual threatened violence or become violent and/or is there an actual crime in progress? If yes, dial 911.
However, for issues such as:
If the police receive more than three 911 calls in a month, or if they deem any 911 call to be "911 abuse" (such as hanging up on a 911 operator or putting one on hold), the police can invoke a city ordinance deeming a business a nuisance, which has fines and charges up to $5,000 per incident. Call 911 for life threatening emergencies. Otherwise call the police non-emergency # (see the speed-dial list)
For every call to the police department, whether to 911 or to the non-emergency #, it is necessary to fill out a "Police Call Incident Report" immediately after the situation is under control. A written report must be prepared for every call to:
A reminder about when and when not to call 911, along with a "Police Call Incident Report" form is posted on the employee bulletin board and under Forms in the Safety In The Workplace Binder. Please familiarize yourself with the location of these documents.