How to Handle Rude Customers - Bartending 101
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- čas přidán 27. 11. 2016
- In this episode we talk about the worst type of rude, mean customers who want nothing more than to put you down and try to ruin your day. This video will show you how to handle the situation.
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my struggle is that i can't stand people being rude OR being stupid and no matter how much i hold my tongue, what i am thinking tends to be all over my face. and i totally agree with you on people being miserable taking it out on service workers.
Same! I just stand there polishing wine glasses with a silly grin on my face. I mean, it's entertaining and totally makes you front and center when telling the story to everyone else after that person has left or after closing.
I work at a dive bar and we don't have to take shit from anyone or play nice.
but if they are a nice customer we of course are nice back to them.
I work at a cocktail lounge and we have to be nice 😕. I wish I could tell them to just fuck off
God i miss working in a busy enough dive where management give you the ok to not suffer idiots. 90% of dive regulars are great enough ime some will handle the assholes for their bartender
The only people I could not stand for the most part when I used to work at a 4 star hotel were the VIP's. 80% of them treated bartenders and servers like dogs.
Hello. I’m watching those videos to understand the bartender’s job, as I might be opening a bar as a hobby. Here’s the thing about those ‘VIPs’. Truly wealthy people are very nice, as they’ve made it and they have no reason to be pricks. The pricks are the wannabes. I know that because I grew in a well off household, and my parents and their friends were always nice to waiters when we went to restaurants. So whenever you encounter one of those pricks, just remember they are not real, their life sucks, and they want to be something, but they can’t. Best of luck!
@@davids5652 true VIP's would be at a 5 star hotel, ahahah.
Dude I literally had a guy sit at my table and first thing he said was “You probably already know who I am”, and without missing a beat I replied “no, do you know who I am?”
I’ve walked away from tables after explaining that I won’t be used as a punching bag because they are having a bad day, and they typically lose their God damn minds when I say that
bartending at a place that serves food is hell
In Colorado every bar has to have food.
henoch44 source? I've been to places that just have drinks, like union lodge no. 1
it's impossible to find bars without food where I live, but yeah I agree it's completely annoying and my least favorite part of the job
What really sux is if you have a big group of guests come in at your bar together, they'll all want to get their checks closed at the same time. Other than having the checks ready, it seems to kill me in service when I have to close out multiple single transactions all at once and then the tickets start printing (a.k.a- we get a rush) To top it all of most of the tickets are specialty drinks with lengthy processes!
I try to have the checks printed ahead of time, that saves some time, yet guests are merciless when they want to leave ("LIKE NOW!) So then the servers start tripping as their orders back up for a moment,,, arrg! But I have to get those checks closed first,, sometimes like 3-7 at a time individually. ( Of coarse flying as fast as I can on the P O S screen) And my bar back is always changing kegs or running food, can't always count on him to help me when this happens.
Other than having checks printed ahead of time-- any advice for bars w/ food,, instant multiple close outs when your in the pinch and you start getting tickets backed up?
In Oregon OLCC (Oregon Liquor Control Commission) requires you to serve food for as long as you're serving alcohol.
Can totally relate. One time I had a customer yell and swear at me because he left his drinks unattended for 10 minutes and we have a policy to pour away drinks that have been left alone to avoid people getting spiked, so I cleared his table since no one was there, and he came up to the bar and began yelling at me and my colleagues calling us theives and began asking for the manager. I did what he asked and my boss just told him to F off threw him out. Ngl it was pretty funny😂
My manager always had my back. I always had the back of my bartenders. My staff is everything.They never misbehaved and always showed manner, etiquette and stayed calm. We always talked the night through until early in the morning. Customers getting on the nerve of my staff were indeed blacklisted for 1 year or forever. No need for bad behaving customer in my bars.
Amen!
THIS is why I can't work as a server or bartender. I know me, and as patient as I am, I WILL eventually come over that bar if someone is "acting out" rather than just being stupid. I love working with the public, but servers and bartenders tend to be the ones to catch everyone's outside shit. No matter what my day has been like, I always try to be patient and funny with my servers for that reason. More power to you, guys!
Admittedly, it can be very tough sometimes...but these situations are fairly rare, at least enough that we still keep at it :)
You are always welcome in the house!!! :)
BARTENDING PRO - I am still a "beginner bartender" and I encountee over flirtatious male customers and/or jealous female customers daily. I try to pay special attention to the female customers because of this. Can you PLEASE give advice or do a video on how to deal with over flirtatious male customers and jealous female customers.
Best thing you can do for a guy is say "sorry, my boyfriend probably wouldn't appreciate our conversation/giving you my number/going out with you/etc, etc." For the jealous girl, be nice but distant from her/their situation
Thank You!!!
I’m dealing w this now 🥴
Thank you for this video. It was so stressful in my new workplace today. This made me feel better.
Thank jebus I own my own business. Being able to tell a shitty customer to hit the road is so satisfying. People like that are not worth the time to deal with. I would rather bust my ass for customers who want to be there and love what I offer, rather than trying to win over someone who just shitting on every little thing
Right, bad customers are just not worth dealing with, they lower the atmosphere of the place and ultimately there is no appeasing me them 90% of the time, they end up not bringing in revenue and bring down the quality of the bar and morale of employees.
I work in a bar here in Cali, and yes we serve food and let me tell u.... worse idea ever
Stephanie Christine well it gets a return on your investment. It can pay the bills. Drinks only places usually don't make as much money per seat per hour as a pub with food.
Aberusugi very true lol that is so on point
I practice going into alternate reality when faced with this type. That makes it easier to be ultra nice and prompts anyone within earshot to glare, shake their heads or say something.
That way I allow the peer pressure to shift the balance.
that's so true that the longer you do it, the better you get at reading people and because of that, noticing the little rude things that people lol
How to get into a club/bar EVERY TIME, 100% FOOLPROOF!
Be 21.
Just wanted to say thank you for all your awesome videos. Really helped me out as a beginning bartender.
I'm currently doing an internship at a bar nearby which is one of the conditions so the government will pay bartending school for me. My boss has me working the shifts from Friday to Saturday night and Saturday to Sunday night. On Fridays I'm a Bar-back and on Saturday I get to work as a bartender. Last weekend was my first day of bartending. I love the work and most of the customers are really nice and understanding. It happened multiple times throughout the night that I was preparing an order and had to go to the opposite side of the counter where the booze I needed was located and a different customer wanted to place an order with me. As you said in other videos I was friendly and polite and told this person "I'm sorry but could you please wait a second? I'll finish this order for a guest over there and then I'll be right back with you." And like 90% of the customers where like "yeah sure, no problem" and appreciated me for staying professional. But there were also customers who yelled their orders over the music that was playing in a really impolite manner like "give me 3 whiskey cokes!" to which I also replied something like "I'm sorry but there are other customers currently waiting to place an order with me but I'll be back as soon as I finished their drinks". They refused to wait and one even told me "I don't care! Make my drinks now!" I didn't let this irritate me and went on to take the order of the other customer first who patiently waited. And it showed when they tipped me. The ones who were understanding that they're not the only ones waiting gave me a tip, mostly like they had to pay 5.80 handed me a 10 and said I should round up to 6.00, but the ones who were rude probably wouldn't have tipped anyway so I don't feel bad at all for making them wait. Staying professional and friendly literally pays off (at the end of the night I made close to 50 bucks as tip).
Had a guy who ordered a pink gin & lemonade once & normally we put it in the big bowl type glass then he got mad cos he wanted it in a normal glass but didn’t say, so I poured it into a normal glass & poured the rest out then he got mad again cos he wanted all of it in small glasses & I’m thinking why not just take the bowl glass as it’s the same amount just using more glasses. Was pretty much being awkward about it.
When the customer left and didn't pay, but the food was being prepared, is that considered a loss?
When the customer is intentionally breaking glassware, is that cosidered a loss?
Should restaurants have bodyguards and good security no matter how small it is because waiters can't act like bodyguards because it's not their role?
1) & 2) unfortunately that's part of the industry, both those instances you don't have a lot of recourse other than banning that customer with repeated offenses. More on the intentional glass breaking, that's a weird circumstance. I'd definitely give that person ONE warning and if they do it again in the same visit, they are kicked out. Happens again in a future visit, they're banned.
3) body guards no, bouncers maybe if it's wild and busy late into the evening with a full house. If it's just a few waiters, you should be fine without.
Best of luck!
There is a distinction that people need to understand. This is the SERVICE business, not SERVANT business. You do not pay the right to treat people poorly. Management should always uphold that standard. Snapping, ugly talk, cussing and yelling should be dealt with. The crew needs to work in an environment where they can do their best work. Allowing them to be berated only takes the energy out of them and leaves nothing for the next good guest walking in. Empower them and back them up against this foolishness and they will work better for all
Great video Jason, very well said
But what is the bar manager supposed to do?! LOL that's why I watched this video. It was great to hear you perfectly describe this kind of customer.
Good advice you should do more vids like this !
You're awesome, bro! Keep up the badassery!!
This guy was so lucky, that happened to me at my bar tending job and I almost got fired for it instead of the customer being black listed
damn please tell me the story. In my older bar I got fired for telling some guests to stop singing the song "In the Jungle, the mighty jungle the lion sleeps tonight". they sang it with tinnitus and with the loudest voice ever, and they complained to my boss that i told them to quiet down
I agree handing it over to the manager is best in all customer service jobs.
I ofen times go to bubble tea shop. I live in Toronto which is the one of the best cities outside of Asia for bubble tea. I am typically one of polite costumer. I get to chat with the staff all the time at all of them with Chatime and The Alley because they are the only once that are always busy. For those who aren't familiar Chatime and The Alley in Toronto for bubble tea is like Starbucks and Dunkin for coffee in the US.
I really would have liked to hear advise on how to deal with the customer other than telling them to calm down & if that doesn't work get the manager. I was hoping for some psychological tips & tricks to pull out in order control the situation. Like how comics take down hecklers.
Here in the UK attitudes changed a lot after lock down. People's entitlement changed and they thought rules don't apply to them and still do think that, they don't want to queue and they think you can drop everything just for them. Although a lot of it depends on the culture of the area. But bar room comedians and lawyers, slow timers and just general rude customers will always exist. What would happen if you went to there place of work and acted in the same way?
I'm new to bartending, been working at a small local bar for 3 weeks now. I've dealt with rude customs at least once a day since I've started working. The first issue I had was a customer who had enough to drink so I offered him a glass of water. He was fine till I handed out a round of shots and he didn't get one. He proceeded to assault 2 customers. Punching one, and spraining the others tricep and shoulder. I'm a small framed 19 year old, and some guys that I have to kick out are over 250lbs. How do I deal with kicking out customers in a situation like this. Thank you.
Tell them to fuck off, otheriwse you'll call the police. I work in a working mens club in England, a group of 30 lads from Bolton (ages 20-60) started arguing, then 4 of them decided to proper kick-off. Blood everywhere! Told the calmer one's that if they don't get out right away we're calling the cops. They immediately got into the middle of the fight to break it up, and took them outside. They then proceeded to fight some more, stumbling into neighbours gardens, so we had to call the police anyway. Police came, broke it up, no one was arrested despite the 2 police cars and a van arriving.
Also, it wasn't me who told them to get out, it was a less than 5ft, almost 70 years old, extremely skinny woman who was the steward that night.
I'm a new bartender. I am very small. Most nights I will be running the entire bar completely alone. How do I go about kicking out men 2-4 times my size if they get out of control?
nikki p. Manager or security need to get involved you are a bartender not a bouncer
Tell them get out. I just started bartending too.... stand your ground. Our people are allowed back the next day.... unless they do something really bad. Had to kick out 2 people already. Or just act like you will call the police that's what my manager said. I only will do this if I got to. Most people are like grown drunk children
How do you keep calm when a customer is name calling and swearing at you for just needing to move them off a reserved table that they sat themselves at? I lost my cool and am needing tips on how to avoid it happening again to diffuse the situation instead of being offended by the insults and swearing
I'm in the beginnings of getting into bartending. Watching this video, I'm glad that I have two years of security work and have delt with assholes since day one.
Water with green food coloring?
I have to deal with customers that have been at this bar forever and or are friends with the owner. Not a problem till the other night when I asked for a card to run a tab. He was afendid that I even asked for a card and then really blew up when I asked for his name. I am the only bartender there at night and I have made the decision to not serve him or him again. Thoughts?
At a bar, we have the right to refuse service to anyone, on any grounds. I've had to "black list" customers who have gotten aggressive. The problem is this usually makes them more upset. You have to weigh the situation, and be careful especially if you are by yourself. If you're new, just blame it on that and is how you are trained. Or you can say it's just policy and you're trying to do your job. You need to be consistent and if you ask for a card from one, you have to ask from all. If it's still a problem, ask your boss, owner, or manager to help explain the situation. Tough to deal with this, I've had the same problem many times, but unfortunately it comes with he territory.
@@BartendingPro Entitled regulars are the WORST. Being an ass cause someone who doesn't know you asks for a card to start a tab?!!?? You're sooooo important that everyone in the bar should be walking on eggshells and kissing your oh sooooo important EVERYONE IN HERE KNOWS ME EVEN IF THEY'VE NEVER LAID EYES ON ME IN THEIR LIFE ass?!??! To anyone reading who behaves like this: Go. Fuck. Yourself. I miss dive bartending...........
I get rude drunk people quite often since I work at a lakeside bar
Wow u hit the nail on the head
I have always wanted to be a bartender, i am now 17 living in Australia and nearly 18 so i can become a bartender after going for a course because i have practised with your pouring alcohol with water video for quite a while. I was just wondering if you think i will be able to be able to make a steady career for when i am older and if you had any extra tips for me :). Thanks, Jaden
Of course, all you have to do is start! But I will say it's very flexible and a GREAT job for a younger person, bartending can be taxing as a lifelong career for reasons I don't have room for here to explain. But for now, give it a go and have fun!
Cheers, I appreciate the response and advice :)
@@jadonew3124 how did things turn out for you?
Think this pertain to lot of jobs Including real estate I have has some tenant be crazy or owner where my broker has either evicted them or pulled the lease
Simple green?
Amen
Urine?
if any thing hate wen i get rude bartenders
Idk how anyone could be a bartender dealing with grown ass adults acting like children.
The OP did Something wrong. It's important for you to say don't try to sit there and argue with the customer about it. One thing in that post really stood out to me, the whole "I told her I clarified the order". The bartender let their ego get in the way.
Have you ever lost it on a rude customer?
Surprisingly, not once. But I have told, calmly, people to take it down a notch or two or they will have to leave. Other times I've just told the bouncer and they yank 'em out of there.
He made a vid of "How to deal with customer" while drinking beer, the real answer of dealing with them is either drunk or high on some shit.
86 em!!!
As a bartender I can see just what she looks like , color and all
I'm not a cocky bartender, but I have been, so I not judging to hard when I say I don't agree w/ the concept of not making eye contact w/ the guest if you can't get to them. Sometimes I think every level of talent feels the right to be alittle arrogant, like you earned the right to be.
Sure, were super busy, and Joe Shmoe or Suzy Q give you the dead stare from the end of the Bar ( or walk up on you whilst your mixing to interrupt, silent errgg!) Yet remember, you might do the same thing to make sure on this busy moment, to make sure you know your in line if you were on the opposite end of this spectrum and YOU were.( YES,, even you can make a mistake and be a schmuck sometimes, c'mon, admit it!) Do you want to be treated like an idiot even because? No,! And why would you, just cause" you can?? I don't let anyone hang anymore, it causes unnecessary friction from the gate. And that starting point is hard to turn around if your both agitated to start. Remember- were here to serve. I simply look up as soon as someone is giving me the eye, no matter how busy I am- Say Hi- backed up right no, yet I'll be right with you. That way, there is communication that I'll be there a s a p and "The stare," becomes more relaxed and I've started the transaction out by respecting the guest- they usually appreciate the acknowledgment. Just because it our right to maintain order doesn't make it our right to make people feel stupid, no offense- were just bartenders!
On the other hand- handing rude guests- I was taught a long time ago in this industry not to give to much, I CAN BE SUPER NICE AND ACCOMMODATING, YET gusts can be CRAZY and they'll take advantage of your kindness and turn it into your weakness. Go out of your way if you can, but don't let anyone grind you down. Do what you feel is superb service, thats all you owe.
My advice for extremely rude guests- the F O H manager is paid the big bucks to deal with this B--lshit. You can only take so much and these people are nuts. Pass it off on the inside, don't take it personal, don't take it home, pass this whack-o off to the boss( Their specially trained for it) Do it before it becomes an issue. Your a worker,. and usually if your a good worker your boss wll know this is a nut we have to yes, yes, sure------
right out the door.!
(I've seen serious compulsive complainers who cause strife to the bar/restaurant, local and travelers, asked not to come anymore when it was obvious they were problems, the chef would not cook for them anymore, and when eliminated- the atmosphere got so much better!
...everything you said after "On the other hand-" I'm only talking about excessively rude and terribly condescending ppl. Never ignore your guests, nor do I advise that here.
Its true, some bartenders in high volume situations won't even look you in the eye till' they can get to you, even if you have to look at them INTENTLY (to make sure they know your next). It becomes a nasty lil' energy sometimes and even you did say in one of your vids keep your head down until you can get to them. Dude, lots of bartenders feel its there right (which it is) to work like this. I mean, when were super slammed, its tough, and its tough to keep a pleasant attitude also. I've had this happen as a guest at bars, and now on the other end.
I've found just a simple head up from my work and a simple "i'll be right w/ you," acknowledgement stops alot of problem guests from ever becoming a bad transaction.
I never ignore guest. I'm working.
Is that pickle juice??
Disswashing liquid
use ur common sense in three predicament not to make it worse than it is. I know I have seen shit things happen in a bar
Now do, how to deal with rude bartenders :-/
Go to a different bar
6 minute video, 4 minute in to tell us how to deal with rude customers. Maybe a few more tips in the future? I know you can do better than this :)
Sorry yo... had to set up where this video stemmed from because the context of it is important. But that's the fun of putting sh*t up on CZcams, someone is always mad at ya about something... but I'm always trying my man, always trying. I'll do better next time I promise, thanks for tuning in.