Question from a reader:
I work in a restaurant, and I’m struggling with how to handle a situation if customers start fighting each other. Specifically, should I call the police, immediately process their bill and send them home, or is it correct to pretend I didn’t see anything? Which is the right answer? If there are other options, I would like
to know. Also, does the approach change if the fight is within the same group versus between different groups? If it’s within the same group, I think it might be best to send them home quickly. If there are any legal experts out there, I would appreciate your advice.

How to Handle Fights in Restaurants: A Legal Perspective

Working in a restaurant, you may face various troubles. Particularly, when customers start fighting, knowing how to handle it can be a challenging issue. In this blog, I will explore how to address this from a legal standpoint.

What to Do First When a Fight Breaks Out

When a fight begins, the first thing to consider is “ensuring safety.” The top priority is to make sure that you and other customers are not put in danger. Depending on the situation, intervening might worsen the scenario, so it’s essential to remain calm and make a sound judgment. For example, in a case I witnessed previously, two intoxicated individuals suddenly started fighting inside the restaurant. At first, I was shocked, but the staff quickly acted calmly and efficiently. They prompted other customers to move to a safe area while simultaneously contacting the owner to call the police. Their composure helped protect the safety of other patrons.

Should You Call the Police or Process Their Bill and Send Them Home?

Whether to call the police depends on the situation of the fight. Generally, if someone is being violent or property is being damaged, you should not hesitate to call the police. However, if it’s just a verbal argument, it’s necessary to assess the situation before deciding how to respond. In my opinion, if violence is involved, calling the police immediately is the best course of action. If there is violent behavior, the establishment can also become a victim. Legally, the premises are required to be safe, so employees should take as many precautions as possible. Additionally, processing their bill and sending them home is also an option, but this depends on the circumstances. For instance, if the fight is within the same group, it may be a good idea to send them home quickly. However, in the case of a fight between different groups, it’s important to maintain an appropriate distance while working to de-escalate the situation.

The Difference Between Fights Within the Same Group and Between Different Groups

Fights within the same group are relatively easier to handle. By sending them home early, you can prevent further issues. However, fights between different groups require more careful management. For example, in a fight involving different groups, both groups may be emotionally charged. In a restaurant I know of, when two tables began to argue, the staff intervened to calm them down and promote understanding between the parties. As a result, the fight was averted. This illustrates the need for appropriate intervention.

Risk Management from a Legal Perspective

Legally, establishments have an obligation to provide safety to their customers. If this duty is neglected, the establishment may be held liable. Therefore, it is crucial to manage risks effectively when a fight occurs. For instance, if another customer gets injured during a fight, the establishment is likely to bear liability. Additionally, if a fight is ignored, complaints may arise later claiming that the establishment did not provide a safe environment.

A Real Case Study

Let me share a real case from a restaurant owned by a friend of mine. One evening, two customers began arguing, escalating to a near-violent situation. My friend immediately instructed the staff to prompt surrounding customers to move to a safe area. Then, he calmly attempted to mediate between the two. Ultimately, my friend, maintaining a neutral stance, encouraged them to leave the premises. He also presented the option of calling the police if necessary. In the end, the two left quietly, but my friend later explained the situation to the police, preparing for any potential fallout. This allowed him to ensure the safety of the restaurant while minimizing trouble.

Conclusion

Fights in restaurants are one of the unavoidable troubles, but by understanding the appropriate responses, you can provide a safer environment. Whether to call the police or process their bill and send them home requires flexible responses based on the situation. Additionally, the approach differs between fights within the same group and those between different groups, so that should also be taken into account. There is no perfect answer for every situation, but maintaining calmness and sound judgment is crucial. It is important to keep this awareness in mind while working in a restaurant in the future.