When is it appropriate to refuse service to a customer?

Refusing service to a customer who shows signs of intoxication is justified because serving such individuals can pose safety risks to them and others. Intoxicated customers may have impaired judgment and could engage in disruptive behavior, which jeopardizes the well-being of both staff and other patrons. Additionally, many establishments have legal obligations to prevent overserving alcohol, which can lead to retaliatory legal action if the intoxicated individual causes harm.

In contrast, overly friendly behavior is typically not a reason to refuse service; rather, it can be seen as a positive interaction. Rudeness can be challenging, yet it often falls within the scope of customer service where staff are trained to manage and de-escalate situations rather than refuse service outright. Similarly, asking many questions does not warrant refusal of service; it may simply indicate a customer’s desire to understand the offerings better or require assistance.