The Correct Answer and Explanation is:
The correct answer is: “I’m really sorry, but I can’t serve you more drinks. How about some free nachos while I call you a cab?”
This response is the most professional, effective, and responsible way to handle a difficult and sensitive situation. It successfully balances the legal and ethical obligations of a server with excellent customer service and de-escalation techniques.
The opening, “I’m really sorry,” immediately sets a polite and empathetic tone. It shows the customers respect and acknowledges their request, which helps to prevent them from becoming defensive or hostile. This is far more effective than a blunt or accusatory statement.
The phrase “but I can’t serve you more drinks” is a firm, clear, and direct refusal. Crucially, it uses an “I” statement. This communicates that the server is taking ownership of the decision, which is a sign of confidence and professionalism. It avoids blaming a manager, which can make the server appear weak and invite the customers to argue or try to circumvent the decision.
Pivoting immediately to “How about some free nachos” is an excellent tactic. It softens the blow of the refusal by offering a positive alternative and a gesture of goodwill, as instructed by the manager. This encourages the customers to stay, eat some food, and have some water, giving them time to sober up before leaving.
Finally, the proactive offer “while I call you a cab” is the most critical component. It directly addresses the serious safety risk of the customers driving home intoxicated. It shows genuine concern for their well being and provides a simple, concrete solution to their transportation problem. This action demonstrates responsibility and can prevent a potential tragedy, protecting both the customers and the public. The other options are flawed because they are either too confrontational, condescending, or shift blame, all of which could escalate the situation and fail to resolve the core safety issue.
