Tag Archives: customer

Business reputations at risk in the wrong hands

Reputations at risk - soiled businesswoman
You do your best to keep up your reputation – but it’s got customer paw prints all over it – and then?

Even strong reputations are flimsy.

One negative happening, and the whole pack of cards comes tumbling down.

Everybody follows the rules, does everything right – then some dumbo comes along and ruins everything.

Usually the one person nobody can control.

Because of the myth that they’re always right.

Only this time they’re as wrong as it’s possible to be.

That all-powerful, untouchable king of business – the customer.

The one person who can shoot reputations to pieces better than anybody.

How?

The customer is always… dangerous

With dirty hands.

By leaving ugly paw prints all over everything.

Grab, fumble, tarnish – another reputation shot.

Greasy fingerprints on crystal glassware. Smears on polished bodywork. Dark stains on pristine linen.

And the ones you can’t see. Germs all over menus, cutlery and serving dishes – a food poisoning nightmare.

Next thing, it’s them – or other customers – complaining of stomach cramps, running to the loo, and barfing all over the carpet before they get there.

Nothing to do with you. It’s them.

The germs on their fingers are theirs – brought in after touching goodness knows what. Invisible, but dicey just the same. Possibly even deadly.

Always innocent – gets away clean

But guess who takes the hit?

Never them, the customer is king. Or more accurately in the food business, the customer is god.

So, taken ill after a night out – it can only be the restaurant. Dodgy ingredients, improperly prepared, sloppy personnel hygiene, dirty utensils – nobody has a leg to stand on. Solicitor on speed dial.

Yeah, right.

One finger accusing, three fingers pointing back.

Lost licence, closure, law suits, bank withdrawal, business collapse, HUGE money losses. And all because Fred Nurk didn’t wash his hands before eating. What kind of defence do you have against that?

And how many OTHER customers represent the same kind of risk?

The dirty truth

Pretty well all of them when you start looking.

Not good odds – ask the people who know.

They’re supposed to be on the ball, but how many actuaries would accept any eatery’s risk if they knew 88% of customers NEVER wash their hands before eating? Lots of rules for businesses to follow, none for customers. Where’s the justice?

And those are just the day-to-day instances – with nobody thinking about anything.

Then there’s the FAKE claims. The ones where the customer deliberately tries it on. Take a look at your newspaper – first Crete  – and now Turkey. The thin end of the wedge.

So how long will it be before it gets tried here at home? And how many reputations have gone down the tubes because some smart operators have got away with it already?

Reputations shot

Yeah, so Reputational Protection No 1.

Have your serving staff go round every table before handing out menus. Make a ceremony of it if necessary, but have them politely but firmly squirt antibacterial gel into the hands of everyone present.

Now at least your menus should be safe. And unless they go they go to the loo mid-meal, your customers should be safe from themselves for the evening.

Follow that up with Reputational Protection No 2.

Sterilise the whole place as often as possible – at least every night after closing. Which means mist it up with ionised hydrogen peroxide, so all viruses and bacteria are neutralised. No germs to catch, no tummy upsets to take away.

Do it. There’s too many business reputations already in the wrong hands – including yours. So it’s worth every penny to take it away from them and regain control for yourself.

Like we said, even strong reputations are fragile things.

No point running risks with them when you don’t have to.

Picture Copyright: polygraphus / 123RF Stock Photo and auremar 123RF Stock Photo

Food poisoning for real, or customer trying it on?

Fingers crossed
Just because you can’t SEE germs, doesn’t mean our hands aren’t loaded with them

Not used to issues like this, are you?

It raises an uncomfortable question – not for you, for your customers.

Because right up front, how many of them wash their hands before they eat?

“Ew Factor” could cost you thousands

But you already know the answer – can probably say exactly how many guests get up from their table before food is served and go to the restroom.

Yeah, right. A handful maybe, depending on the size of your place. Certainly not everybody, your restroom’s not that big. And all those people moving around at once would upset the other diners – never mind your staff twisting through with hot plates.

Which means everybody else is straight in off the street and you don’t know where they’ve been. Or more to the point, where their hands have been.

OK, so put yourself in their shoes, what do you reckon?

Did they wash before leaving work? After their ride in the taxi/Underground? And if not, what were they doing before that? What did they touch?

Or to stop the pussy-footing, what’s on their fingers RIGHT NOW that could give them collywobbles if they swallowed it?

Collywobbles meaning norovirus, or some equally unpleasant bug spread by direct contact.

Poo on their fingers

Yeah, they call it the “winter vomiting bug” and other round-the-houses names  – but the elephant in the room is that it spreads from unwashed hands. And unwashed hands in a food business like yours is an unspeakable but major problem.

Not staff hands, CUSTOMER hands – because they’re the ones touching everything and actually going into mouths.

Sure, your own staff need to be careful too – but they know the odds. Poor hygiene, bad rep, nasty lawsuits, shut the business, no more job. Not worth the risk.

Not like your customers.

Yeah, sure – loyal to you, enthusiastic about the experience you offer, nice enough on the surface.

Except like most of us, they don’t take criticism – and certainly would never accept it’s THEIR dirty hands that made them ill, not something wrong with your food.

They’re customers, see? Never wrong. And probably in denial that their personal hygiene is ever less than perfect. Like, their hands don’t LOOK dirty, do they?

Push comes to shove, it’s likely they’ll win any court case, even though it’s probably their own fault.

How can we dare to say this?

Because when you look at the facts, our day-to-day hygiene is so bad, it’s a wonder we’re not ALL of us in hospital with dysentery or something worse.

So there you are, busting a gut, doing everything to make your food safe and your place spotless. And there’s Mr Money-Bags, all too ready to squawk at the slightest hiccup, let alone tummy-ache – sitting posh as you like, quite probably with poo on his hands.

Or just as likely, on the cash or credit card he’s going to shove at you at the end of the meal.

Food poisoning? Yeah, pull the other one.

Except there’s not a lot you can do is there? Certainly not diss your customers or lay blame on them. And there’s no way you can FORCE them to the restroom.

How to start winning

But you can get ahead of the game. Turn it round and make it work for you.

Remember the last time YOU went on a splurge? Hit some swanky restaurant or flew first class – swanning around like you owned the place, at least for one night?

OK, remember the hot towels? All terribly la-di-da, offered to you with white gloves and a pair of tongs – a courtesy to wipe your hands and face.

Right, so you pull the same stunt.

Only instead of hot towels, YOU offer YOUR guests individual sachets of antiseptic hand wipes. Mr Money-Bags is not going to refuse is he? Mrs Money-Bags will probably even open it for him. And your staff look like paragons of virtue – especially with a silver tray to collect the used wipes afterwards

Which means if either of them has poo on their hands, the problem has gone away. Food poisoning isn’t going to happen because you’ve removed the cause. And your customers think you’re a million dollars for being so thoughtful.

To ram it home, you pull the stunt even further. Sterilise the whole place so guests know you’re serious about offering a good experience and caring for their welfare.

After trade every night or before you open next morning, you mist the place up for an hour or so with ionised hydrogen peroxide. One button on the Hypersteriliser machine does the trick.

No more viruses or bacteria anywhere in the treated areas. Not on tables, chairs, glasses, cutlery, light fittings, anything – not even in the air around them. Safe, secure, sterilised for your protection.

Customers still trying it on?

We don’t think so. Not unless there really IS something off with your food.

But somehow, you’re not likely to let that happen.

 Picture Copyright: citalliance / 123RF Stock Photo