Darian Everding manages London Underground, a craft beer and whisk(e)y bar in Ames, IA.
Along with so many others in the industry, Darian has seen more angry, disruptive customers than before the pandemic. Ours is an era of rage, a recent article from the New York Times wrote, and the data bears that claim out: London Underground has had to ban more customers in the last year than in all of the previous five years combined.
So how do you teach staff to deal with these situations? The answer for Darian is communicating with staff and using de-escalation training: