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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
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

Best Practices Retailing

Montgomery County, MD

Department of Liquor Control

Licensure, Regulation and Education

montgomery county md
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
best practices rrf
Best Practices- RRF
  • Responsible Retailing



    • Off Premise
    • On Premise
best practices off premise
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
best practices on premise
Best Practices- On Premise
  • On Premise – layered
  • 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

best practices regulators
Best Practices- Regulators

What we see

What we do

……smart regulation

  • Concierge Governing- RHI
  • Point of contact
  • Build relationships
  • Identify Trends
best practices regulator
Best Practices- Regulator

Identify Trends- alcohol, politics, prevention

  • Educate- don’t assume
    • police
    • applicants
    • community
  • Comprehensive alcohol compliance checks- 400
    • team approach
    • training
    • violations
best practices know your audience
Best Practices-Know your audience
  • One day events
  • The new ‘On Premise’
    • art gallery
    • hair salon
    • cooking school
    • multi use
  • Social Media changes everything
know your audience tweets
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

best practices
Best Practices
  • Plan
  • Assess
  • Plan
  • Assess

Organic is nice…

comprehensive is better

thank you
Thank you!

Kathie Durbin

Division Chief

Licensure, Regulation & Education

Montgomery County, MD DLC

[email protected]


best practices1

Best Practices

By Adam Chafetz

CEO Health Communications, Inc.

best practices overview
Best Practices Overview

Understand your goal.

Ensure action orientation.

Cover “need to know” laws.

Understand and “train” to your audience.

Ensure repeatability.

understand your goal
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?
ensure action orientation
Ensure Action Orientation
  • Does the program deliver information?
  • Does it educate?
  • Does it train?
  • Information: Facts, Strategies & Laws
  • Skills Training: Guest Behaviors & Server Responses
  • Practice:
    • Builds skills and confidence
    • Learner begins to own concepts and skills.
cover laws
Cover Laws
  • “Need to know” basis should guide content.
  • Focus on audience.
do servers need to know
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.
need to know laws for servers
“Need to Know” Laws for Servers
  • Underage drinking laws
  • Intoxication laws
  • Habitual drunkard laws
know your audience
Know Your Audience
  • Responsible retailing
  • Responsible serving/selling
  • Responsible consumption
  • Responsible regulating
  • Responsible enforcement.
responsible retailing
Responsible Retailing
  • Food Safety
  • Theft
  • Employee safety
  • Infrastructure
  • Laws, Regulations, etc.
  • Signage
  • Employee hiring and training
  • Compliance
  • Licensing.
responsible serving
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.
best practices training programs
Best Practices – Training Programs
  • Online and classroom delivery
  • Feedback opportunities
  • Market-specific focus
  • Quality control
  • Customer Service.