An intoxicated patron becomes verbally aggressive after being refused service. They threaten to sue the establishment and verbally abuse staff. What is the LEAST appropriate initial response for staff to take in this situation?

Question: An intoxicated patron becomes verbally aggressive after being refused service. They threaten to sue the establishment and verbally abuse staff. What is the LEAST appropriate initial response for staff to take in this situation?

Answer options:

• Call the police immediately to report the threatening behaviour.
• Attempt to de-escalate the situation by calmly asking the patron to leave. ✅ Offer the patron a free taxi ride home to appease them and encourage their departure.
• Document the incident thoroughly, including the patron's behaviour and staff actions.

Correct answer: Offer the patron a free taxi ride home to appease them and encourage their departure.

Explanation: Offering a free taxi or any 'freebie' to an aggressive, intoxicated patron can be misinterpreted as an admission of fault or an attempt to buy their silence, which is not appropriate during an aggressive incident. The primary focus should be on de-escalation, ensuring safety, and enforcing the refusal of service. Offering a free taxi may be part of an overall responsible service policy for safe departure but should not be used as an immediate appeasement tactic for aggressive behaviour.