After refusing service to an intoxicated patron, they accuse you of discrimination and threaten to report you to the AGCO. How should you respond?

Question: After refusing service to an intoxicated patron, they accuse you of discrimination and threaten to report you to the AGCO. How should you respond?

Answer options:

• Serve them a final, small drink to appease them and prevent a complaint. ✅ Explain calmly and professionally that the refusal is based solely on their visible signs of intoxication, not discrimination, and reiterate your legal obligation. Document the incident.
• Ignore their threats and call security to remove them immediately.
• Apologize for the misunderstanding and offer a complimentary meal.

Correct answer: Explain calmly and professionally that the refusal is based solely on their visible signs of intoxication, not discrimination, and reiterate your legal obligation. Document the incident.

Explanation: A server must maintain professionalism and firmly uphold their legal obligations. Calmy explaining that the refusal is due to intoxication and is a legal requirement, not discrimination, is the correct approach. Documenting the incident protects you and the establishment. Options A and D compromise your legal duty. Option C, while potentially necessary later, doesn't address the accusation directly as a first step.