How to write a crisis management plan for your restaurant
Crises are a major concern for business owners and have the power to derail their business and affect their customers. While no company wants a crisis to happen to them, if one does, they must be prepared for the worst and have a plan to deal with it efficiently and make sure things get back to work as quickly as possible. .
One way of prepare for a possible emergency is to create a plan management crisis. We are going to break down what types of crises occur in foodservice, why you should have a crisis plan, and the six steps you need to take to make sure your restaurant be prepared.
Types of food service crises
There are many types of negative situations that can arise in different foodservice settings. Most situations arise from employees who are not doing their job or cleaning the kitchen properly, but there are some types that are more common than others. Here are some of the most common types of crises that occur in foodservice establishments:
- Something in the food. This type of crisis involves something getting into your food that shouldn't be there, like loose hair, a bit of dirt that wasn't cleaned, or a pest that crawled in. While this type of crisis is important, it is less likely to have a major impact on your business than other types.
- Foodborne illnesses. Foodborne illnesses and food poisoning from cross contamination They are a major concern for all foodservice establishments, and if customers start to get sick after eating at your establishment, it can have a significant impact on your business.
- Poor health inspection ratings. Most health inspection scores They are published publicly, so if your business gets a low rating, the word can spread quickly.
- Infectious diseases. Like the coronavirus pandemic, an infectious disease is out of your control. But it will require a crisis plan and the publication of a statement to your clients informing them of the actions your company is taking to keep them and your staff safe.
Why should your company have a crisis management plan?
While no one wants a crisis to occur in their business, there is always the possibility that something will go wrong and it is important that you are prepared. Creating a plan management crisis ensures that you are always in control of the situation. Being in control of the situation makes it easier for you to affect the outcome and reduce the damage the crisis does to your business and your brand.
6 steps to creating a crisis management plan
There are six main steps you must take to prepare your business in the event of a crisis. You'll also want to walk your staff through your plan management crisis before a potential crisis occurs, so everyone is informed and knows how to react.
1. Create your crisis management team
If a crisis arises, you want a team of trusted employees to take care of the situation, so you must create a team of management crisis. Typically this will include people like the owner and managers, but it can also include your executive chef, second chef, or any long-term employee you trust. You will also want to choose a person to be your spokesperson, who will be the person who handles all communication so that your business has a consistent voice and message.
2. Set up an internal messaging system
As the crisis unfolds, you need to make sure everyone is on the same page at all times. One way to make sure everyone stays up to date on updates is to create a work courier. Create a document with the phone numbers and email addresses of all members of your crisis management team, so that if there are any changes, someone can easily message everyone.
3. Stay on top of the problem
When it comes to crisis management, you want to be proactive, not reactive. Make sure news or updates come from you and your crisis management team and not from outside sources. You can get ahead of the crisis by offering regular updates on your social media pages . Keeping your crisis management team constantly up-to-date is critical to this step.
4. Be sincere and honest
It is essential that your company is sincere and honest with its customers. If you made a mistake or something happened, you must admit blame. While it may make your business look bad, your customers will appreciate your honesty. Also, if you try to mislead your customers and the truth comes out later, it will have significant negative consequences for your business.
For example, if your company gets a low score after a health inspection, instead of denying it, you want to accept it and be open and honest with your customers and stakeholders. Then you can move on to the next step.
5. Apologize and describe how you are going to solve the situation
After you have fully and truthfully explained the situation to your customers and stakeholders, you should apologize and describe how you are going to remedy the situation. For example, if your business has a food poisoning outbreak, you want to show your customers not only that you are sorry for any potential harm, but that you are getting rid of the infected ingredients and that you are taking steps to prevent it from happening again. While saying you're sorry is important, it's showing your clients that you're taking steps to improve the situation that will restore their confidence.
6 Keep calm
While this is the final step, it is one you need to think about throughout the crisis. Many owners and managers of restaurants They may view crises as personal attacks, but you must remember to stay calm and think things through rationally. Staying calm is especially important because acting irrationally can make a bad situation worse. In addition to staying calm, you need to think carefully about each action and make sure you stay consistent with your responses and actions.
Crisis management plan template
Your crisis management team should produce a document that your company can refer to if a crisis breaks out. Here's what to include when writing your crisis management plan:
- A list of the members of the crisis management team and their roles during the crisis.
- Clear Notes on Reaching All Your Staff During the Crisis
- Instructions on how to best target your customer base and audience
- A timeline of how often you will make public statements during and after the crisis.
- An outline of your action plan
- A post-crisis report sheet to document how your company fared during the crisis, what your people did well, and what can be improved if this happens again.
Take proper precautions and create a crisis management plan for each type of food service crisis; something in food, foodborne illness, poor grades in health inspections, and infectious diseases.
While no one wants a crisis in their restaurant, it is important to have a crisis management plan in place so that your company can react quickly and correctly if one occurs. We've outlined 6 steps you need to take to react to a crisis effectively, but the bottom line is that your crisis management team needs to stay calm, make sure everyone is informed, and be honest with your clients. By following these 6 easy steps, you can ensure that your establishment recovers from a potential crisis and is back to normal as quickly as possible.