In some respects it is your place to keep control of your bar, and make sure
the rules are clear. That means not harassing other cutomers or staff. In
most cases it's just a matter of being confident and making it clear to the
offending guest if they don't comply they will have to leave.
You mentioned violent customers. It takes a little bit of judgement in those
cases. If you think they are all talk, you can try to calm them down. If you
really think there is a chance for violent behavior, explain to the guest you
will call the police if he makes any more threats. If he does, don;t hesitate
to make the call.
In the case you talked about, I think you handled it fairly well in many
respects. You have to have a tough skin when you're behind the bar, you will
find hecklers sometimes. When it is a VIP or another out of the ordinary
situation, you should not have to deal with it. You are paid to make drinks
and serve customers. The manager is paid to handle those situations. I would
however suggest asking the manager to intervene sooner. Let them know you are
not comfortable handling the situation, and you would like them to assist.
Hope that helps.
--
Clint
clint.pitts[at]ihrco.com