When a new server is unsure how to handle refusing a customer, the manager should:

When a new server is unsure how to refuse a customer, the manager should provide guidance, support, and clear procedures — explaining how to refuse calmly, what alternatives to offer, and when to call for help — so the server can handle the situation confidently and safely. Leaving an inexperienced server to 'figure it out alone' risks a poorly handled refusal or an unsafe situation. Supportive coaching builds the server's skills and reinforces that management backs responsible decisions. Empowering staff to refuse service properly is a core part of supervision and training.