As you know, or will know soon, kids like to test boundaries, rules and our authority. This is where the Player Issue Form comes into play. 

If there is a player who is having issues with rules, disrespect, theft, threats, violence, intimidation, etc – it is CRUCIAL that you fill out a PIF – even if you aren’t kicking the player out of the session. We use these forms to keep tabs on players who may end up as problematic, if we need to ban a player or team, if the police become involved in a theft issue or we need to prove to insurance how an injury was handled. These forms are our evidence. 

Remember – YOU ARE THE AUTHORITY! While we work to accommodate small requests, it does not mean that you have to bend over backwards and skirt company policy to make a player or customer happy. You must work to maintain the safety and happiness off the great majority and not pander to a single player or small group. 

Some players or guests will never be happy – but try your best to find out why they are unhappy to see if there is anything we can do to improve their experience. Do not own up to their accusations! If you feel in danger or unable to handle an issue or player, tell another staff member to grab a manager. Do not leave the customer but instead try to bring to a separate area away from other players and complete the PIF so we can track what happened, who was involved and what was done. 

There are stacks of these forms and a “How To” with explanations at the ref desk. Write legibly!