How should staff respond if a patron complains about being refused service?

When a patron complains about being refused service, the appropriate response involves calmly explaining the reason for the refusal and offering alternatives. This approach helps to de-escalate the situation and demonstrates professionalism and respect for the patron. By providing a clear explanation, staff can help the patron understand the reasoning behind the decision, which may be rooted in safety regulations, responsible service laws, or establishment policies.

Offering alternatives further shows that the staff is willing to engage positively with the patron despite the refusal, which can help maintain a good relationship and potentially turn a negative experience into a constructive one. This strategy reinforces the establishment's commitment to responsible alcohol management while also addressing the patron's needs in a supportive manner.

Ignoring the complaint could escalate frustration and resentment, arguing with the patron can result in further conflict, and suggesting that the patron simply accept the refusal without an explanation may come across as dismissive, undermining the trust and rapport that staff should strive to maintain.