What Would You Do In A Food Safety Crisis?

By Francine L. Shaw, President / Published July 17, 2017 on RestaurantNews.com

What if your restaurant inadvertently served salads made with tainted lettuce, which sickened dozens of guests?  Or one of your servers accidentally served pesto to a guest with a nut allergy, who had a severe allergic reaction as a result? Perhaps your restaurant didn’t pass a health inspection and your commercial kitchen was shut down?  You’re facing a crisis – do you know what to do next?

Food service employees don’t intend to serve up a plate of Salmonella, norovirus or listeria, but sometimes tainted produce or undercooked meats make guests sick – or worse – even kill them.  Restaurant employees may accidentally cross-contaminate – cutting ready-to-eat food like fruit on a board that previously held raw chicken, contaminating the fruit with bacteria from the raw poultry juices.  Maybe they didn’t realize that a sauce contained dairy and they unknowingly served it to a dairy-allergic guest, who had to be transported by ambulance from your restaurant to the ER.

Even with the most careful food safety protocols in place, your restaurant is at risk for a food safety crisis.  Do you have a crisis plan in case the worst-case scenario happens at your venue?

Ideally, you’ve thought about crisis management before anything bad actually happens at your restaurant.  It’s important for all food service businesses to create a crisis plan before a crisis occurs to follow if a disaster strikes.  In a crisis, your team will be upset – even terrified – and will need an actionable plan to use as a guide moving forward.  While you hope to never need it, it’s better to be prepared.  A crisis plan will help you and your employees handle a crisis, deliver accurate messages, minimize damage, and rebuild your restaurant to be stronger (and safer) than ever.

When we think of a food safety crisis, we often think of foodborne illnesses, but all restaurants should prepare for a variety of crisis scenarios: a severe allergic reaction at your establishment, a failed health inspection, a product recall, an employee worked with norovirus and infected customers with it, etc.  You should also know how to react to any potentially damaging occurrence, where “bad news” about your restaurant is spreading through town – including a social media crisis.

When you’re creating your plan, include the following:

• Find out what happened. This is the most important first step. Was there an error in your kitchen? Did a vendor ship tainted product?  Were products held at the correct temperature?  Did cross-contamination or cross-contact occur? Was there a mistake in product labeling? Did an ill employee spread a sickness (like norovirus) to customers? Determine what happened and how it happened.
• Communicate with key audiences. Your customers, prospects, employees, advertisers, sponsors and others want to know what happened and what you’re doing to remedy the situation.  Create honest, apologetic messaging and be heartfelt and genuine in your communications.  Give the facts – what happened, where there was a breakdown in the system, and how you’re preventing a reoccurrence.  Explain the solutions-focused plan you’ve created to move forward.
• Work with the media. Some restaurant owners/managers avoid the media in a crisis, but that’s not in your best interest. Instead, work with the media to tell your story – explain how there was a breakdown in your process and how you’re moving forward to fix it and prevent a reoccurrence.  Stay focused on the facts. Be apologetic, and don’t get emotional or defensive.
• Train (or re-train) your staff on food safety protocols. Be certain that everyone is knowledgeable about food safety (e.g., how to prevent cross-contamination and cross-contact, how to properly prepare allergy-friendly meals, not to work when they’re vomiting or have diarrhea, etc.) to avoid similar crisis situations in the future.
• Use social media wisely. Some restaurants (and other businesses) experience a “social media crisis” that negatively impacts their reputation (online and off). An Applebee’s employee recently posted inappropriate things about a customer, and many followers were offended.  Applebee’s reacted defensively, firing back hostile comments that added fuel to the fire.  Then they started deleting the online threads about the incident, rather than addressing them rationally, which angered their followers and caused additional damage.  Don’t get defensive and don’t allow yourself to get sucked into toxic, negative message spirals.  Messages on social media (as well as in real life) should always be positive and professional.
• Vow to win back customers’ and employees’ trust. Actions speak louder than words, so do what you promise moving forward. Be very clear about the steps you’re taking to “right the wrong” that occurred.
• Make changes. If a vendor mislabeled ingredients or sourced tainted products, cut ties with that vendor.  If an employee made an accidental error, be sure to train them (and all of your staff) about how to avoid similar problems in the future.  If an employee or vendor made a deliberate error (e.g., knowingly posting damaging information about your restaurant on social media), take appropriate action, which may include termination, suspension, etc.
• Designate a media spokesperson. When facing a serious crisis, your restaurant’s CEO/owner/president should be the spokesperson.  The public wants the head of the company to speak authoritatively about the incident and the concrete plans to resolve the problem. Work with a professional crisis management team so your spokesperson doesn’t do more harm than good in interviews.  For instance, Steve Ells, the CEO of Chipotle, was widely criticized for his delayed statements in the wake of the chain’s massive (and multiple) foodborne illness outbreaks in 2015.  Further, he appeared nervous – not authoritative – in his television interview, which may not have reassured a nervous public that he was in control of the situation.  Practice your messages before going in front of the cameras, and anticipate the most challenging questions you may receive – and determine how you’ll respond professionally, politely and non-defensively.
• Stay calm. While it’s upsetting (and also terrifying!) to be in a crisis situation, remain calm as you work to recover from the incident. Follow your crisis plan and communicate your key messages.  Make certain that important audiences (including customers, prospects, employees, the media, vendors, health inspectors, etc.) recognize how hard you’re working to prevent similar incidents in the future.
• Move forward. Yes, a crisis at your restaurant will likely be the hardest and scariest period in your professional life, but you will get through it.  Stay strong, positive and solutions-focused.  Be a good leader for your staff.  Vow to serve safe food in a healthy environment.  And demonstrate – through your words and actions – how important the health and safety of your customers, staff and community are to you.

Tips to Prevent Norovirus: The Leading Cause of Foodborne Illness

By Francine L. Shaw  |  Published May 2016

Norovirus is the leading cause of foodborne illnesses and it spreads rapidly. Anyone can get infected with Norovirus and it’s possible to get it more than once. The average person will get Norovirus approximately five times during their lifetime. Peak season for Norovirus is during cooler months: November to April.

The Centers for Disease Control (CDC) estimates that each year, Norovirus causes:

• 19 - 21 million illnesses

• 56,000 - 71,000 hospitalizations

• 570 - 800 deaths

When Norovirus enters food service establishments, the results can be serious and widespread. In December 2015, a Boston-area Chipotle had a Norovirus outbreak that sickened over a hundred customers. Then, in March, Chipotle shuttered a different Massachusetts restaurant amid Norovirus concerns.   

When Chipotle learned that four employees at this location were ill, they decided to close the store for a full sanitation. At the time, it wasn’t known for certain if the employees had Norovirus, so this closure and full sanitation was done as a precaution. This closure cost them a day’s sales, the cost of the sanitation, and more negative press (that they didn’t deserve). Erring on the side of caution was wise, as at least one employee was ultimately confirmed to have the virus. As a result of Chipotle’s actions, no customers were infected. They prevented an outbreak.

Chipotle has received considerable bad press since for months, as the quick service chain suffered one foodborne illness outbreak after another, including Salmonella, E. coli, and Norovirus. These events hit multiple locations, sickened hundreds, caused Chipotle’s stocks to plummet, sparked lawsuits, and even resulted in a criminal investigation by the Department of Justice.

When they suspected Norovirus in early March, they did exactly what they should’ve done – closed and sanitized this restaurant. Unfortunately, their actions to prevent yet another foodborne illness outbreak were not reported in the most positive light.

Norovirus is extremely common. When employees come to work with diarrhea and vomiting, most facilities don’t close for sanitation. In fact, these employees are often permitted to work with these very contagious symptoms that can infect others – and even cause a foodborne illness outbreak.

Norovirus can easily contaminate food because it’s very tiny and infective. It only takes a very small amount of virus particles (as few as 18) to make someone sick. Food can get contaminated with Norovirus when:

• Infected people who have feces or vomit on their hands touch the food.

• Food is placed on counters or surfaces that have infectious feces or vomit on them.

• Tiny drops of vomit from an infected person spray through the air and land on the food.

Foods can also be contaminated at their source:

• Oysters that are harvested from contaminated water

• Fruit and vegetables that are contaminated during the growing process

At Food Safety Training Solutions, Inc., we offer food service professionals these tips to avoid Norovirus-related issues:

• Do not work or allow your employees to work when ill.

• Avoid preparing food for others while you’re sick and for at least 48 hours after symptoms 

  stop. Get a note from your physician before returning to work.

• Wash your hands carefully and often with soap and water (at least 100°F). The hand 

  washing process should take at least 20 seconds.

• Rinse fruits and vegetables carefully.

• Cook shellfish thoroughly.

• Clean and sanitize kitchen utensils, counters, and surfaces routinely.

• Wash table linens, napkins, and other laundry thoroughly and often.

• Have (and implement) a policy for “Clean-up and Disinfection of Norovirus” as stated in the 

  2013 Food Code.

Let’s give credit where credit is due. Kudos to Chipotle for doing the right thing, regardless of what it cost the business. On the day they closed one location to prevent yet another a foodborne illness outbreak, their stocks dropped again, and the media headlines were negative. Chipotle is going to continue to be under the microscope for a long time. They’ve made many mistakes over the past months, but they appear to be making positive changes in their foodborne illness protocols, and that should be applauded.

NOROVIRUS - YOU DON'T WANT IT!

Francine L. Shaw CP-FS.CFSM.FSP.FMP

When you go to the restroom do you wash your hands? I bet you silently responded, "YES!" Do you use soap? Again, "YES?!" Statistically speaking, it's not the case. "What?!" you say. That's right. One in three people that use the restroom don't wash their hands afterwards. EEEWWW....Then they touch the doorknob to open the door and leave the restroom. You know what that means....Yep, you may as well have not washed your hands either. Everything that was on their grimy little paws is now on your nice clean hands! PIGS, I say...PIGS! And, that's why you are now home in bed with norovirus....

Norovirus is the leading cause of gastrointestinal illness in both the USA and the UK. It is a miserable illness and misery loves company. To say one is miserable when they have this foodborne illness is putting it mildly. It's misery incarnate. One minute you're absolutely fine, and the next you think you're going to die - or that death would be preferable.

Centers for Disease Control and Prevention reports that each year noroviruses cause an estimated 21 million illnesses and 800 deaths. Approximately 80 percent of the infections occur between November and April, when people tend to gather in enclosed spaces with little fresh air circulating.

Nausea, 'projectile vomiting', and 'explosive' diarrhea are the usual symptoms - sometimes simultaneously; then stomach cramps, muscle aches, low-grade fever, headache, and fatigue, that can go on for days after the main symptoms dissipate. Even though norovirus typically lasts one to three days, an infection can be hazardous, especially for small children, elderly, and people with compromised immune systems. The greatest risk is dehydration stemming from the constant vomiting and watery diarrhea.

The virus spreads quickly in close confined quarters such as day care centers, schools, office buildings, retirement centers, hotels, and nursing homes, as well as on cruise ships. Most cruise ships try hard to prevent outbreaks, but norovirus is quite tenacious and often persists through their efforts. Most hand sanitizers don't kill the bug!

Frequent hand washing with soap and hot water - 100 degrees Fahrenheit - for at least 30 seconds, especially after using the toilet, is the best preemptive. Failing to wash your hands after using the restroom risks transference of the virus to foods, drinks, or utensils used by others - and let's not forget the doorknob you touched on the way out of the restroom! It only takes a small inoculation of norovirus to cause the illness and trust me....YOU DON'T WANT IT!

WASH YOUR HANDS! WASH YOUR HANDS! WASH YOUR FREAKIN HANDS!

Trouble In Paradise

With the anticipation and planning that goes into a vacation, a traveler’s worst nightmare is to become sick away from home. You have been looking forward to it for months, you are all packed, board the plane, register at the hotel and do some sightseeing. After dinner that night, you begin to experience the telltale signs of gastro-distress. Norovirus is a small virus that is highly contagious between humans, acquired by ingesting small amounts of feces or fluids that can contaminate food or water during handling and processing.

Norovirus is the most common cause of gastroenteritis in the U.S., with infected people usually experiencing vomiting, watery diarrhea, or both. Some people may call this the stomach flu, but it is unrelated to the influenza virus. Of the 21 million cases of infection in the U.S., a quarter of them are related to foodborne illness. Outbreaks happen year-round, but occur more often in the winter months.

While there is no specific treatment, it is important for infected people to stay well hydrated. Lasting two to three days, it usually resolves by itself. However, complications from dehydration can be dangerous for young children and the elderly. Because of the highly contagious nature of the virus, it is critical for caretakers to wash their hands whenever they come into contact with the infected person or their environment. Proper hand hygiene can minimize outbreaks from happening in the first place, especially in hospitals and nursing homes.

With a short incubation period, most people start feeling symptoms within a day of ingesting contaminated food or water, including abdominal cramping, stomach pain, and a general feeling of tiredness, headache, and muscle aches. People are usually thirsty but may have trouble keeping fluids down. If they are unable to replace their fluids and develop signs of dehydration, they need to seek medical care.

Traveling to far away places and staying healthy requires planning, preparation and vigilance. Before you go, it may be a good idea to research where to find medical care in the event of an illness. If traveling to an undeveloped country, avoid drinking tap water (including ice). Safe beverages include boiled or bottled water, for example. Safe foods include thoroughly cooked fruits, vegetables and meats, or fruits with a thick covering (like bananas) that have been washed in safe water and that you peel yourself. If you do get sick, it is important to stay hydrated. With preparation and vigilance, you can see the world and enjoy it too.