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Best Practices for Responsible Retailing

Best Practices for Responsible Retailing. Adam Chafetz Health Communications, Inc. Kathie Durbin Montgomery County Maryland Department of Liquor Control Jamie Briesch Isle of Capri Casinos, Inc. Best Practices Retailing. Montgomery County, MD Department of Liquor Control

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Best Practices for Responsible Retailing

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  1. Best Practices for Responsible Retailing Adam Chafetz Health Communications, Inc. Kathie Durbin Montgomery County Maryland Department of Liquor Control Jamie Briesch Isle of Capri Casinos, Inc.

  2. Best Practices Retailing Montgomery County, MD Department of Liquor Control Licensure, Regulation and Education

  3. Montgomery County, MD • 1,000,000,000 • metro dc area • control jurisdiction • liquor board • 23 county run stores plus 2 • 1,000 licensed facilities • 1,000 one day licenses • wine festivals • town center events

  4. Best Practices- RRF • Responsible Retailing Forum Reports • Off Premise • On Premise

  5. Best Practices- Off Premise • Off Premise • create and maintain written sales policy • train staff, provide tools • identify resources and POS • monitor staff • employ security • keep records • don’t market to youth • community attachment

  6. Best Practices- On Premise • On Premise – layered • BEST PRACTICE??? • Not just about checking a ID • Prevalent practices • owner/manager supervisory policies • training • Noteworthy practices • community relations • when training should occur • “86” list • Innovative DD programs • Patron Discussion Topics

  7. Best Practices- Regulators What we see What we do ……smart regulation • Concierge Governing- RHI • Point of contact • Build relationships • Identify Trends

  8. Best Practices- Regulator Identify Trends- alcohol, politics, prevention • Educate- don’t assume • police • applicants • community • Comprehensive alcohol compliance checks- 400 • team approach • training • violations

  9. Best Practices-Know your audience • One day events • The new ‘On Premise’ • art gallery • hair salon • cooking school • multi use • Social Media changes everything

  10. Best Practice-Know your audience

  11. Know your audience- Facebook

  12. Know your audience-Tweets Bar Louie‏@BarLouie It’s #Vodka Day! No seriously it’s an entire day dedicated to Vodka. Stop in and have a Martini! BlackFinn Bethesda‏@BlackFinnBethes Texans vs Jets at 8:30! Grab your friends and enjoy the game with $22 Stella beer towers, $15 Bud Buckets & a Wing or Slider Platter! Caddies on Cordell‏@caddiescordell Join us for Bar Pong week 4 tonight at Caddies in the upstairs bar- NFL football, beer pong plus awesome beer

  13. Know your audience-Living Social

  14. Know your audience- Morphing

  15. Best Practices • Plan • Assess • Plan • Assess Organic is nice… comprehensive is better

  16. Thank you! Kathie Durbin Division Chief Licensure, Regulation & Education Montgomery County, MD DLC Kathie.durbin@montgomerycountymd.gov 240-777-1917 http://rrforum.org http://www.rhiweb.org/

  17. Best Practices By Adam Chafetz CEO Health Communications, Inc.

  18. Best Practices Overview Understand your goal. Ensure action orientation. Cover “need to know” laws. Understand and “train” to your audience. Ensure repeatability.

  19. Understand Your Goal • What are you trying to accomplish? • How do you avoid “scope creep”? • How do the goals mesh with the incentives of the regulators, program adopters, stakeholders, and retailers?

  20. Ensure Action Orientation • Does the program deliver information? • Does it educate? • Does it train?

  21. TIPS • Information: Facts, Strategies & Laws • Skills Training: Guest Behaviors & Server Responses • Practice: • Builds skills and confidence • Learner begins to own concepts and skills.

  22. Cover Laws • “Need to know” basis should guide content. • Focus on audience.

  23. Do Servers “Need to Know”? • Signage rules • Hours of operation • Licensing procedures • Past precedents • Drunk driving laws, fines, etc. • FAS information • ABC structure and chains of command.

  24. “Need to Know” Laws for Servers • Underage drinking laws • Intoxication laws • Habitual drunkard laws

  25. Know Your Audience • Responsible retailing • Responsible serving/selling • Responsible consumption • Responsible regulating • Responsible enforcement.

  26. Responsible Retailing • Food Safety • Theft • Employee safety • Infrastructure • Laws, Regulations, etc. • Signage • Employee hiring and training • Compliance • Licensing.

  27. Thank you to our sponsors!

  28. Responsible Serving • Guest safety – knowing whom and how to serve and having confidence to act • Guest satisfaction – building rapport and encouraging repeat business • Adherence to laws and policies – operating within the law.

  29. Best Practices – Training Programs • Online and classroom delivery • Feedback opportunities • Market-specific focus • Quality control • Customer Service.

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