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Verbal Management
of Intoxicated Patrons
By Ari Bolden
www.veritas-services.com
There are several
styles of verbal management procedures that doormen use to get
intoxicated individuals out of their establishments. Typically,
there are two styles to choose from: Hard and Soft. Within these
variations, there are several sub categories, each with their own
flavor. Ultimately, the approach you use as a doorman should fit
your personality and personal style of bouncing.
I remember asking my first patron to leave the bar. Even before I
approached, my stomach turned and the sweat began to form on my
brow. What if he said “no” and didn’t want to leave. What happens if
I stumble over my words? I was tense and nervous. And I was the guy
in the authority position!
I found over the years that different styles work for different
people at different times. I watched as bouncers would politely ask
someone to drink up and wait patiently as the patron did so. I’d see
others come across very hard and get the patron to move along within
3 seconds. Was softer better? Was it important to get the patron out
as soon as possible so you could focus on other tasks? All these
questions haunted me and I looked for the “best” solution.
I finally realized that the solution is not just a black or white
answer. A great doorman has several approach and de-escalation
techniques within his arsenal. The importance of listening and
watching physical body language cues are key to the successful
execution of one’s duties.
The Hard
Styles:
 The
Terminator:
The fewer words the better for this approach. Since the patron is
intoxicated and their mental faculties are somewhat “dimmed” as a
result, there is no need to confuse them with big words and long
sentences. They are drunk and they know it. You are just pointing it
out and letting them know. This approach works unbelievable well if
you have a great force presence. A force presence is the shear
physical ‘threat’ that some people have. Typically, the larger the
doorman, the bigger the force presence they exert on their
surroundings (and patrons). “I wouldn’t want to mess with that guy”
attitude.
The line: It’s time to go.
Advantage: Saves time. Clear and
concise. Not open to too much debate
Disadvantage: Must have a great
force presence (either 6’6 260lbs or a face like Lenny “the Guvnor”
MacLean). Comes across as rude.
 The
Commander:
This person has a great grasp of the liquor and trespassing laws in
their area and isn’t afraid to use them. The commander is confident
and sure of himself. He approaches patrons with a stern a yet fair
attitude. He deals directly with the person in question and makes
sure they know why they are being asked to leave.
The Line: Sir, I am nightclub security and it is time to call
it an evening. You have had to much to drink and as a result are too
intoxicated to remain on the premises because of section 22 of the
liquor act. If you have a coat or other belongings, we will retrieve
them now. Thank you for your cooperation.
Advantage: Quick and concise.
Your words are such that they are not open to debate (you never said
“I think” or “in my opinion”)
Disadvantage: Can come across as cold (rather than rude as in
the above style)
 The Bouncer:
This hard style is based in the old ways of doing our job. Kick butt
and ask questions latter. This very hard style gets physical right
from the start. That usually entails grabbing the drink from the
patron, and escorting them out of the building. A very quick “you’re
drunk” might come from the lips of the doorman using the bouncer
technique. Then again, it might not.
The Line: Grab.. Push.. Resists? BOUNCE
Advantage: Super quick. Great to
use when the patron is so drunk or has pushed the limits to physical
intervention (I.e.: throwing a beer bottle or is about to puke all
over the place)
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Disadvantage: Super old school
that makes the doorman look like a thug. Possible legal or job
action against someone who uses this approach out of context.
The main
advantage of the hard styles is that you get the patron moving along
as quick as possible. This allows you to go back and monitor the
room sooner. Also, if the police happen to come by while you are
standing off watching (soft style), the coppers might write you up
for over service and not doing your due diligence. Typically, the
police approach to getting a patron moving from a bar is a hard
style (they don’t have a vested interest in making the clientele
happy.) The main problem with this style is that it doesn’t usually
come across as friendly.
The Soft Styles:
 The Nice
Guy:
Being ever so friendly, this approach defers responsibility to
someone else. The doorman using the nice guy approach will let the
patron know that the head doorman or manager has asked them to
leave. “Don’t shoot the messenger” the doorman says. The doorman
tries to get the patron to redirect his frustration to someone else,
thus creating less personal hassles for the immediate ejection.
The Line: “Hey buddy, my boss has asked me to ask you to dink
up and call it a night. He says you are too drunk to be in here
tonight. I’m just doing what he told me, so could you please drink
up? I know it sucks, but it happens to us all from time to time.”
Advantage: Keeps the patron calm
at you. You appeal to his softer side and try to get him to
understand it’s just a job.
Disadvantage: Your authority
might no be respected because you are too soft. Usually open to
debate and the demand to speak with the manager.
 The
Comedian:
Humor is a fantastic weapon for those who can properly use it.
People love someone who is funny. This humor might be crass,
sophisticated or sarcastic, but the drunk patron appreciates the
lighter side of a somewhat “dark” professional attitude.
The Line: Hey my man. What’s up? We got a little problem.
You’re a bit too drunk to be in the bar tonight and I am afraid if
you stay any longer, you might blow your chance with the 3 sexy
ladies who’ve been talking about you at the front door. I mean, who
wants to pass out or not be able to perform for those girls huh?
Besides, I think you’ve drunk all of our beer. How about you follow
me and call it a night.
Advantage: You’ve made a friend.
Quickest departure of the soft styles.
Disadvantage: You’ve made a
friend.
 The Old
Timer:
This approach is the super laid back and non threatening type of
speech. The doorman is soft and understanding with the patron and is
willing to spend 15 minutes with someone and walk them out in a
surprisingly good mood.
The Line: Evening folks. Sir, I am nightclub security and
could you finish up your drink please. I think you’ve had a little
too much to drink tonight. I’ll give you a few minutes to finish up.
Cheers and thank you in advance.
Advantage: You’ve said
everything right and the patron has nothing to get angry about. They
have time to gather their things and you’ve been nice.
Disadvantage: You may have to
watch them for 10 minutes or more as they finish up, thus taking
away from other areas of the club.
The main advantage using the soft styles is that it is good for
business. The patron doesn’t feel threatened or pushed. The problem
is, depending on the level of intoxication, these “niceties” might
be lost and the patron might take advantage of your softer side.
Often is the case that the patron will mill about, tying to take up
as much time as possible to leave the establishment.
Those are just some approaches to getting intoxicated patrons to
move on for the night. If you find that your initial approach is not
working, try switching to another approach. While it is easy and
nice to get our first approach to work from the get go, we know that
this job is rather unpredictable and a great doorman can change his
tactics before the patron knows what is happening.
If you are mentally prepared, you can move the world!
Stay Safe.
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