How to Identify Intoxicated Customers in a Fast-Paced Off-Premise Environment

Off-premise alcohol retailers, such as liquor stores, grocery stores, and convenience stores, have a critical responsibility to ensure that they do not sell alcohol to intoxicated individuals or minors. This can be a challenging task, especially in a fast-paced environment where customers come and go quickly. However, it is essential for preventing alcohol-related harm and maintaining a safe and responsible business.

Read on for practical guidance on how to identify intoxicated customers in a fast-paced off-premise environment. We will cover the signs of intoxication, strategies for effective observation, and tips for handling challenging situations.

Understanding the Signs of Intoxication

Recognizing the signs of intoxication is the first step in preventing sales to intoxicated individuals. While the effects of alcohol can vary from person to person, there are some common indicators to watch out for:

1. Slurred Speech. One of the most noticeable signs of intoxication is difficulty speaking clearly. Words may be mumbled, jumbled, or pronounced incorrectly.
2. Impaired Coordination. Alcohol affects motor skills and balance. An intoxicated person may stumble, sway, or have trouble walking straight or getting their credit card or money out of their wallet.
3. Bloodshot or Watery Eyes. Alcohol can cause the blood vessels in the eyes to dilate, resulting in red or bloodshot eyes. In some cases, eyes may appear watery or glassy.
4. Loud or Boisterous Behavior. Alcohol can lower inhibitions and lead to exaggerated emotions and behaviors. An intoxicated person may be unusually loud, talkative, or disruptive.
5. Slowed Reaction Time. Alcohol impairs cognitive function and reflexes. An intoxicated person may react slowly to questions, movements, or stimuli.
6. Confusion or Disorientation. Alcohol can affect memory and perception. An intoxicated person may seem confused, disoriented, or have trouble understanding simple instructions or questions.
7. Strong Odor of Alcohol. While not always indicative of intoxication, a strong smell of alcohol on a person’s breath can be a warning sign.

Strategies for Effective Observation

In a fast-paced off-premise environment, it’s important to be vigilant and observant to identify potentially intoxicated customers. Here are some strategies to help you:

Greet Every Customer: Take a moment to greet each customer and make eye contact. This initial interaction can give you a first impression of their demeanor and sobriety.

Observe Body Language: Pay attention to customers’ body language and movements. Are they steady on their feet? Are their movements coordinated? Do they seem disoriented or confused?

Listen Carefully: Engage in brief conversations with customers and listen carefully to their speech. Is it clear and articulate? Are they making sense?

Trust Your Instincts: If you have reason to believe that a customer may be intoxicated, then politely and professionally refuse the sale. Remember, you don’t have any discretion in that situation. You are legally obligated to refuse the sale.

Handling Challenging Situations

There may be times when you encounter customers who are clearly intoxicated or become belligerent when refused a sale. Here are some tips for handling these challenging situations:

Be Polite but Firm

When refusing a sale, remain calm and polite. Explain that it is against the law to sell alcohol to intoxicated individuals and that you are concerned for their safety and the safety of others.

Offer Alternatives

If possible, offer alternatives to the customer, such as a non-alcoholic beverage or a ride home with a sober friend or family member.

Don’t Engage in Arguments

Avoid getting into arguments with intoxicated customers. If they become belligerent or aggressive, step away and seek assistance from a manager or security personnel, if available. If the customer becomes aggressive or refuses to leave, don’t hesitate to call 911.

Document the Incident

Keep a record of any incidents involving intoxicated customers, including the date, time, and details of the interaction. This documentation can be helpful for legal and training purposes.

Additional Tips for Responsible Alcohol Sales

• Train Your Staff: Ensure that all employees who sell alcohol are properly trained on how to identify intoxicated customers and handle challenging situations.
• Post Signs: Display clear signage stating that alcohol will not be sold to intoxicated individuals or minors.
• Partner with Local Law Enforcement: Establish a good working relationship with local law enforcement and don’t hesitate to call them if you need help with an aggressive or abusive customer, especially if the customer refuses to leave.

In the fast-paced world of off-premise alcohol sales, preventing sales to intoxicated individuals is a critical responsibility that requires vigilance and quick thinking. By understanding the signs of intoxication, employing effective observation strategies, and mastering the art of handling challenging situations, your business can contribute to a safer community and minimize the risks associated with alcohol misuse.

Training Makes for More Successful Workers | TABC On The Fly

Identifying intoxicated customers in a fast-paced off-premise environment requires vigilance, observation skills, and effective communication. By following these strategies and tips, you can help prevent alcohol-related harm and promote responsible alcohol sales in your business.

Make sure your staff is properly trained — and that you have the resources in place to promote responsible alcohol sales — with TABC certification by TABC On The Fly. Together, we can make a difference.

Empower your team with the knowledge and skills they need to excel in responsible alcohol sales. Enroll them in our comprehensive TABC certification course today and let’s work together to create a more responsible and safer environment for everyone.

Back to Blog