Yep, that’s right, the Paperwork Monster strikes again. Don’t run and hide from it, be a hero and face it down!
SIT DOWN, DON’T FALL DOWN…
For some reason, when people see someone else fall down, they laugh. Some comedians have made entire careers out of prat falls. But in the really world things like falls and accidents can take a real physical and financial toll. In the Nightclub environment, slips, falls, and injuries are almost unavoidable. Drinks get spilled and make the Dance Floor slippery. People get drunk and try to negotiate stairs. Intoxicated individuals try to stand on the bar and fall off. These things happen and when they do, you should be prepared to deal with the repercussions that come after the fact…usually in the form of a lawsuit.
WHAT IS AN INCIDENT?
For Nightclubs and Bars, Incidents can be defined many ways. These are considered Incidents because they are actual witnessed events, usually with some form of evidence:
ANY INJURY TO A PATRON – A glass cut, slipping and falling, or twisting an ankle on the stairs, for example.
ANY PHYSICAL ALTERCATION RESULTING IN INJURY TO PATRON(S) AND/OR STAFF – Basically, any injuries sustained during a fight.
ANY THREAT OF PHYSICAL VIOLENCE MADE TO PATRON(S) AND/OR STAFF – For example, if one Patron turns to another (or a bartender) and says, “I’m going to beat you to a pulp!”
ANY THREAT OF LITIGATION MADE TO PATRON(S) AND/OR STAFF – If a Patron says, “I’m going to sue you!”
ANY PROPERTY DAMAGE CAUSED BY PATRON – If a Patron throws a bottle at a mirror and breaks it or kicks down a bathroom door.
Make a copy of this list. Post it somewhere visible. And make sure that your Staff know what is and is not considered an Incident. There is nothing worse than a Staffer not taking notes on an Incident when they should be! And when in doubt file an Incident Report.
Should one of the Incidents listed above occur in your establishment, quick action is necessary. Your protocol may vary from what we have listed, but your entire Staff should be taught what to do regardless of the steps or order in which you wish to take them.
1) Have one of your Staffers notify the Head of Security or Manager IMMEDIATELY. Do this slowly and calmly. If it is a serious Incident, the more patient and level-headed you are in dealing with it, the better off you will be. Tell them what the problem is and what, if any, steps you have taken.
2) The Head of Security/Manager should assess the situation and make a decision as to course of action (if none has been taken). This may entail contacting Law Enforcement in case of an altercation or calling for Medical Assistance in case of Injury. The Head of Security/Manager should take as objective a view as possible of the Incident. This means not taking sides or laying blame.
3) Make an attempt to contact the Patron(s) involved in the Incident or any Witnesses to the Incident. Try to gather their contact information and, if possible, gather any information, including a brief Witness report. If a Patron has witnessed a fight, ask them what happened. If someone threatened them, ask them for a description of the person doing the threatening.
When possible, try to make any questioning brief and to the point and do it with a calm demeanor. Individuals involved in altercations may be agitated. Let them calm down before trying to ascertain what happened. The more information you can gather, the better off you will be when you take the next step…
EVERY BAR NEEDS AN INCIDENT REPORT FORM!!!! Regardless of the size of your facility or type of crowd, an Incident Report form is necessary. We are trying to create a paper trail so that in case of litigation, you will have something to back up your side of the argument.
Don’t have an Incident Report Form? Well, try a Google Search. Easy, no?
The Incident Report Form should contain (at a minimum):
A place of Witness Information
Date/Time/Place of Incident
Description of Incident
Again, this is the paper trail that will help you in case of some type of civil suit. Having even a minimal amount of documentation is better than having nothing at all. Train your Security Staffers in how to identify Incidents and how to fill out the proper Paperwork.You may not always be around and someone needs to know what to do in case a problem arises!
Until next time…