A patron, exhibiting signs of severe intoxication, is struggling to walk and slurring words. They adamantly insist that they are 'fine' and verbally threaten to call the police if they are refused service. What is the most appropriate and legally defensible course of action for the server?

Question: A patron, exhibiting signs of severe intoxication, is struggling to walk and slurring words. They adamantly insist that they are 'fine' and verbally threaten to call the police if they are refused service. What is the most appropriate and legally defensible course of action for the server?

Answer options:

• Serve them one last drink to de-escalate the situation and avoid confrontation, while ensuring they have a designated driver. ✅ Refuse service firmly but politely, explain that service cannot be provided to an intoxicated person by law, and offer non-alcoholic options or a safe ride home.
• Call the police immediately due to the verbal threat, without further engagement with the patron.
• Ask a bouncer or security staff to physically remove the patron from the premises after they refuse service.

Correct answer: Refuse service firmly but politely, explain that service cannot be provided to an intoxicated person by law, and offer non-alcoholic options or a safe ride home.

Explanation: The law mandates refusal of service to intoxicated individuals. Verbal threats do not negate this obligation. The most appropriate action is to firmly but politely refuse service, citing the legal requirement, and then focus on ensuring the patron's safe departure by offering alternatives like non-alcoholic drinks or transportation. Calling the police immediately for a verbal threat may be an overreaction unless physical violence is imminent. Serving one last drink is illegal. Physical removal should be a last resort, usually by trained security, and preceded by clear refusal.