Casino customer tells bartender that someone is following him. So she does something unexpected—and kind

Working in a bar or casino means being ready to deal with every kind of customer, including the ones having the hardest night of their lives. And not every one of these folks may have the tools to cope.

One bartender's response to one such struggling customer is currently being applauded, thanks to her compassion.

Protecting a customer: ‘You leave him the [expletive] alone'

Casino worker Mackenzie (@crystal.moon444) shared what happened during a shift when a distressed customer came in asking for help. Her video has since received more than 2,500 views.

“Last night at work — I work at a casino — this guy is outside, and he's clearly [having trouble with] mental illness or, you know, something like that,” Mackenzie said. “And he comes in and he's asking me what the date is, what the time is.”

Mackenzie said she told him it was June 2, around 11 p.m. But the customer then dropped a proverbial bomb.

“He told me that these people are following him,” Mackenzie said.

Rather than brushing it off, Mackenzie went outside with the customer to see for herself. However, no one else was there.

“I said, ‘Where are they?'” Mackenzie said. “And he said, ‘They're over there.'”

There was still no one there, but Mackenzie played along to put the man at ease.

“I said, ‘You better not [expletive] follow him anymore, you leave him the [expletive] alone,'” Mackenzie finished. “And I told him they won't be bothering him any longer. And he left.”

@crystal.moon444 #casino #barstories #bar ♬ original sound – Mackenzie

What is the right way to help a customer who may be in crisis?

Viewers in Mackenzie's comment section were moved by her empathy and praised her for stepping in to help.

“You're a great bartender,” one viewer wrote. “I would hire you immediately!”

“That was nice of you,” another echoed. “You did a good job helping that man, thank you.”

Mackenzie's approach of reassuring the man, and treating his fear as real, is also supported outside of TikTok comments. According to the helpline for the National Alliance on Mental Illness (NAMI), in a “psychosis-related crisis,” it's important to “stay calm.”

“Respond calmly and gently; avoid arguing with or confronting a loved one about their beliefs or behaviors,” NAMI writes. “Be an ally. A loved one's thoughts and experiences feel real to them. Help them manage their anxiety and confusion by offering empathy for their feelings … Avoid whispering, joking, or laughing, which may increase agitation and/or trigger paranoia.”

A guide from Here to Help echoes this advice, stressing that it's important to “avoid arguing with the person about their delusions,” and instead “connect with the emotion of the delusion or hallucination.”

This kind of customer-service worker interaction occurs across the hospitality industry. Insurance and risk firm McGriff advocates for widespread de-escalation training in hospitality, reporting hospitality workers “frequently encounter situations involving upset guests … or individuals facing personal challenges.”

Buzz News reached out to Mackenzie via TikTok comment.