What should you do after encountering physical aggression from a customer?

In the context of dealing with physical aggression from a customer, recording the incident is essential for several reasons. Documenting the details of the encounter ensures that there is an accurate record of what transpired, which can be crucial for any future investigations or reports. This documentation can include the time, date, location, descriptions of the individuals involved, and the specific actions that led to the aggressive behavior. Having a detailed account can aid management, law enforcement, and legal representatives in understanding the situation and deciding on the appropriate responses or actions.

Additionally, documenting incidents of aggression can help establish patterns of behavior, which can be important for addressing repeated issues with particular individuals. Recording such events contributes to a safer environment for employees and customers alike, reinforcing the establishment's commitment to handling conflicts effectively and professionally.

In contrast, confronting the customer again could escalate the situation and put both the server and other customers at risk. Ignoring the event could suggest that such behavior is acceptable, leading to further issues in the future. Depending on the severity of the aggression, calling for police assistance might be necessary, but it should generally follow a protocol that includes proper documentation to provide law enforcement with the necessary context.