Intervention Techniques

There are many intervention techniques and systems to count drinks and evaluate customers. Establishments and servers develop techniques that are effective and appropriate for them. The following guidelines will help you develop successful intervention practices.

Keep two principles in mind in choosing your words:

• Avoid “you” statements that sound accusatory or judgmental, which are likely to offend and provoke the customer. (e.g., “You’re drunk,”  “You’re cut off,” “You’ve had too much to drink”)
• Use “I” statements instead that put the focus on you and why you’re refusing service.  (e.g., “I’m concerned for your safety”)

Do not:

• Bargain
• Debate
• Get defensive
• Give lengthy explanations