One of the worst things that could happen to your F&B establishment is a complaint about the safety of your food.
Even years later, Singaporeans still remember stories of a dead rat in a pot of broth, mice scampering in the ceiling of a food court and other “horror” food stories. While your establishment may never make the news for the same reasons as these unfortunate places, a single case of food poisoning may be bad enough.
If it happens to you, remember that there’s no time to wallow in self-pity. Speed and responsiveness are key in handling food complaints in your restaurant, especially in today’s digitally-connected world where bad publicity spreads especially quickly.
We suggest taking these steps to ensure you get back on the right track, keep your safety standards up to par and restore any damage caused to your establishment.
Upon receiving a food poisoning complaint, immediately gather information about the customer. Get their name, contact details and info about their meal (and a receipt, if possible).