The Problem Customer (Part 5)
William J. Schroer
The Problem Customer (Part 5) Cont'd

Under the influence..
While these customers may appear normal at first, a few moments in discussion or observation will usually tip an alert staff member to the fact the customer is under the influence:

Symptoms often associated with Behavior Under the Influence:

  • Talks too fast/slow
  • Talks too loudly/softly
  • Responses aren’t in synch with staff questions/statements
  • Doesn’t appear to be paying attention
  • Seems nervous/agitated/moving
  • Slurred speech, misstatements or incorrect usage
  • Repeats statements
  • Smells of alcohol/marijuana
  • Invades personal space
  • Unsteady movement/walking
  • Eyes don’t focus, seem to have trouble tracking or…a dead stare
Different influences such as alcohol versus narcotics will generate different effects. It has often been observed for example individuals under the influence of marijuana will talk more quickly and be more animated, while some individuals under the influence of alcohol will be more loud and talk more slowly. Individual body chemistry in reacting to substances also makes interpreting behavior under the influence difficult to determine. What is usually not difficult to determine is that something is wrong...and the identification of a customer behaving under the influence suggests a Problem Customer.
 
 
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