Geoff Colvin and Peter Battistella

Behavior Associates; $16.50

The title of this slim (76 pages) volume sounds innocuous, but this book can help operators and their employees avoid or mitigate big problems that arise in their bars. The authors recognize that, mixology skills aside, the greatest talent a bartender must possess is the ability to tactfully relate to a customer base in which some individuals' personality traits transform dramatically as the night wears on. This book helps bartenders identify problems while they're still developing and defuse them before they get out of hand. If you thought bouncers were the best way to control problem customers, this book will expand your options.