There is no greater responsibility for those of us in the business of food, than keeping our customers safe and healthy. There is an unwritten trust agreement that accompanies every transaction between a restaurant guest and the operation – trust that the food is safe and prepared in a manner that will ensure this. This begins with how the ingredients are handled at the source (farm, ranch, fish farm or dockside buyer, processer, food transportation and delivery to the restaurant door) and how your chef and cooks care for those ingredients through proper food handling, temperature control, sanitation procedures, and cooking methods and outcomes. It involves trust in the Department of Health to do their job and the certification processes that show employees how to adhere to established procedures. It is a team effort.

The recent flurry of product recalls and outbreaks of foodborne pathogens have made everyone aware of the potential problems when this trust is violated and as a result, the restaurant guest and grocery store customer is left wondering about the safety of our food supply.

So, what opportunities are present for chefs and cooks to shine in a moment of real concern? If we cannot regain the trust of our customers, then the essence of our relationship with them is in jeopardy. Here are some immediate steps that restaurants can take:

1. Reliance on our centralized system of food distribution opens the door to the expansive spread of food related illness. This, again, is a time to consider a more decentralized approach to your buying. Building real relationships with the source of your ingredients, knowing the farmers, ranchers, fish mongers, and producers of items like artisan cheeses, other fermented products, frozen products and baked goods can help to minimize the chance of passing foodborne pathogens through the system. Knowing the source is a key and letting the guest understand your connection to the source can help to regain trust.
2. Make sure EVERY employee in your kitchen completes the ServeSafe program or one similar to this model. Display this recognition in a visible location and celebrate your commitment to proper sanitation.
3. Work with your local Department of Health; invite them in, take their suggestions as well as mandates, very seriously. Let them know that you are committed to food safety. Become the benchmark for safe food handling in your community.
4. Educate your customer. Make sure they understand not only your commitment to safety but take opportunities to explain how and why you take certain measures to earn their trust.
5. Make cleanliness and food safety your most important measure of success, a key discussion point in your staff meetings, and an important measurement in employee evaluations.

This trust factor is an everyday, every minute, every transaction part of reaching for success. Restaurants cannot let their guard down! No amount of public relations effort can recover from an incident when the health and wellbeing of customers is left to chance.

“It’s worth noting that building trust takes time, but losing trust takes one poor decision.” (Inc. magazine)

Aside from the current headlines about food pathogens and items like fresh produce, eggs, and cheese; there are consumer concerns about the overwhelming use of pesticides, growth hormones, antibiotics, and GMOs. Regardless of your personal feelings about these or even the arguments on both sides of their use – your customers read the same articles that you do. Unless you take the time to address them or at least become aware of the facts, the trust between your operation and the customer will be strained.

“One of the trends we’re seeing in food and agriculture is more and more consumers wanting to know things about their food and where and how it’s grown and what’s in it.”

-Dan Glickman – former U.S. secretary of agriculture

So, earning trust is just as important, if not even more so, than any other metric you used to ensure success. Without it, efforts to fill seats, please customers, drive return business, and maximize a positive bottom line will be increasingly difficult.

This is IMPORTANT!

PLAN BETTER – TRAIN HARDER

www.harvestamericacues.com – BLOG

Check out my author page at: https://paulsorgulebooks.com