Bouncer Fails

Every month I like to do a little Googling of the word “Bouncer” and see what comes up. The results are usually some type of fight video or altercation between a Bouncer and a Patron. And in about 50% of the cases, the Security Staff are too hands on. If you read my last post, I made a big deal out of “being nice”. When you watch a lot of these videos, you can see that the Staffers are either not being nice or they are allowing the customers to get the better of them.

What I mean is that the Patrons keep pushing the Staffer’s buttons until the Staffer “snaps” and get “hands on”. Basically, the individual running the door runs out of patience or they let their emotions get the better of them. Either way, it’s a huge problem. Ultimately, your job in Security is to protect people, not put them in harm’s way or cause the harm yourself.

In the following video, I see an example of a complete loss of composure by the Doorman, accompanied by some very serious lapses in situational awareness by all of the Security Staffers involved. First, let’s look at the video*:

(Be forewarned, the language is NSFW)

Not pretty is it? I see an intoxicated Patron (yes, he’s annoying, but that’s besides the point) being pushed around for no discernible reason. So let’s break it down a bit:

00:00 – 00:34     Just Another Night?

The Patrons are drunk and there is some kind of dispute trying to be resolved. So far, nothing out of the unusual. BUT…

FAIL #1 – The Staffer in the black jacket has his hands in his pockets. Why? The worst thing you can do in any situation involving a possibly dangerous or suspect individual is talk to them with your hands in your pockets. You’re asking to get hit.

00:35 – 00:51     The Trouble Starts 

The Patron approaches an individual who I assume to be the Manager. The Staffers intervene, which is understandable, but their pushing of the Patron is waaaaaaaay over the line. Not only that, but when the Patron returns, they just stand there, not creating any type of safe zone around themselves, even going so far as to let the Patron bend down and pick something up off the ground.

FAIL #2 – The Patron could have very easily used this as a distraction to grab a weapon (in his off hand) OR  jump right up with a head butt or attack on either Staffer. Bad Situational Awareness. Is the Patron verbally abusive? Yes. But hey, everyone has been cursed at. Suck it up.

00:52 – 01:10     Things Fall Apart 

Is it necessary for both Staffers to push back the Patron? I would argue no. At this point, the Staffers have escalated the situation.

FAIL #3 – The Patrons are now heated and they are coming back for more. Why does the Staffer in the Black Coat place his hands behind his back? And why do they let the Patrons approach them again without some type of verbal warning to back off.

01:11 – 01:25     Disasters, Inc.

What a mess. Red Coat Staffer actually removes his hat and tells the Patron, “I’m going to give it to you.” Wow.

FAIL #4 – An implied threat of violence accompanied by the act of preparing an attack (hat removal). We just drifted from stupid behavior into possible assault territory.

01:26 – 01:45     How Can We Possibly Make This Situation Worse?

Red Coat pushes the Patron (again), and actually starts instigate a fight, to the point of having to be held back by his partner. And the Staffer in the Black Coat keeps his hands occupied (with a hat), turns his back on his buddy (to put down the hat), and puts his hands back in his coat.

01:46 – The End     Epic Failure

Red Coat is obviously trying to get into a fight at this point. Multiple pushes on the Patron, multiple failures in situational awareness and body positioning, and basically breaking every rule in the book in terms of procedure when dealing with intoxicated individuals.It gets bad enough that they need to bring back up from inside.

Videos like this serve to demonstrate how a situation can turn bad very quickly, especially when accompanied by severe lapses in judgement. Remember it is up to you as a Security Staffer to dictate the conversation and guide yourself, your fellow employees, and yes – even intoxicated Patrons – into the zone of safe conflict resolution.

  • Calm your Patrons down – Use phrases like, “Slow down.” or “Let’s talk this out.”
  • Remove yourself from the situation – If a Patron is angry at you, leave the scene and have someone else deal with it. It doesn’t make you a coward, it makes you smart and keeps you out of trouble.
  • Keep your head and hands up – Always. No matter how safe you feel, anything is possible.

Don’t be like these Staffers. Be intelligent about your approach, patient in your attitude, and DON’T FAIL.

Until next time…

*(as always, any and all video is the property of the YouTube poster and I make no claims as to its authenticity or the actual actions depicted)

Attitude and Approach

Those people who know me are well aware of the fact that I use sarcasm with some regularity. And, if you pay close attention, you may even find glimpses of said sarcasm well-hidden within many of my posts. O.k., well, perhaps not so well-hidden. However, when I am working, especially in a Nightclub or Bar Environment, that sarcasm (especially when talking to Patrons) disappears. Why? First and foremost it is counterproductive. Second, most people don’t understand sarcasm, especially when directed at them and most definitely not when they are intoxicated.

Intoxicated individuals are much like your 6-7 year old niece or nephew: they understand only basic commands, ask questions over and over, and don’t like to follow rules. This is not because they are bad people (although I have met some 6 year olds who have made me question their motives) but instead because their brains – the patrons, not the 6 year olds – are not working to their full capacity. So what is one to do when dealing with a 6 year old in an adult body? Be nice.

Every Nightclub Security Staffer that I know, as well as anyone who considers themselves a truly patriotic American has seen the epic cinematic masterpiece: ROADHOUSE. It’s well-developed plotline, impeccable acting, carefully groomed mullets, and intensely realistic fight scenes should have placed it on the list of top 100 films of all time. Alas, it was bypassed by such films as Schindler’s List and Citizen Kane. There is one scene in particular that should resonate deeply with every individual working the door, floor, VIP booth, or hallway.

Your attitude and approach will always dictate a Patron’s response to you. EVERY TIME. PERIOD. Charge up to a table with a scowl and grunt and at the very least you will encounter confusion, if not outright hostility.  But a calm demeanor, a smile, and a little empathy will get you everywhere.

You understand, don’t you?

A little empathy goes a looooooooong way. You understand that the guy at the bar who is falling over drunk had a bad day and needed those 10 shots. You get the fact that the sorority girl’s sister slept with her ex-boyfriend and chose to get black-out drunk. You’ve absolutely had to make the decision to tell your wife that your secretary is pregnant with your love-child, but not before a few stiff drinks at the bar. Right? Well, maybe not, but if you can try to see where the intoxicated/angry Patron is coming from it can help you to guide them to your way of thinking.

Phrases like:

  • “I apologize, but…”
  • “I see you point, however…”
  • “I agree with you, unfortunately…”
  • “Why don’t you tell me what’s going on…”
  • “Slow down and let me know how I can help…”
You  are probably not on the side of the person doing the wrong, but if you let them think that you understand where they are coming from, it will help you to get them where you need to take them: out the Front Door. I’ve had numerous conversations with intoxicated individuals while walking them to the exit and had them out on the sidewalk before they even realized what was going on. Ultimately, people just want to be heard and if you give them that chance, they will be happy to head your way.

Say “No” with a smile.

It is possible. Even better, say “No” with a smile and a head shake. Even betterer (yeah, that’s improper English), say, “No, I’m sorry, but…” with a smile. Most people who are being rude or dismissive – or those who are downright hostile – are expecting a negative response. The hostile ones are BEGGING for an angry response. This gives them the ammunition to turn up the volume, increases their anger (misdirected or not), and maybe even helps them consider turning to violent behavior. Don’t play into their hand. A smile and a “No” can be incredibly disarming. If nothing else, it may short circuit their thought process enough for you to assess the situation and tailor your subsequent actions.

Don’t forget!

Walk away from the action…or walk into it.

Angry Patrons (especially when intoxicated) tend to focus their emotions on the person directly in front of them: cocktail waitress, doorman, bartender. If you just ejected someone from an establishment, you are the person to whom they will direct their anger. If you can’t calm them down (and chances are you won’t be able to, after all you did kick them out) just walk away and let the Door Staff handle the problem. The same goes for if you start to get a little hot under the collar. Have someone take over for you. This misdirection removes the target of the Patron’s anger, which helps to distract them, which helps to calm them down, which helps to…you get the picture

One of the reasons I like to have Backup during incidents is that the second or third Staffer at the scene can play “Good Cop” and soothe the Patron’s frayed nerves. If you see a co-worker getting heated, step in and ask the Patron, “Is there anything I can do?” while the other Staffer walks away. This deflection will focus their attention on you, which will help to calm them down. If you can get someone from yelling to talking, that is a win and gives you something to work with.

Granted,there are times when no matter how nice you are, people will just be plain rude. But in my experience, approaching everyone with a smile, a nod, and a greeting (“Hello, Sir, Miss, Ma’am”) works wonders. Try it next time you work. Attitude and Approach will dictate the ease or difficulty of your job.

As The Schwayze says, “Be nice.”

Until next time…