Formally investigating a complaint demonstrates to your customers and the health department that you take food safety seriously. Since nearly 73% of complaints initially blame the restaurant while only 30% of actual cases are linked to them. A professional investigation provides an objective, evidence-based buffer that can protect your reputation and business from false accusations. We provide this service to all our concierge clients because it requires balancing the customer's story with the need to protect our clients. Our expertise in Epidemiology equips us to address any issues that may arise.

The process begins with a detailed interview of the individual who made the complaint. We elicit critical data points, including:

1. The exact date and time of the meal.
2. The specific menu items consumed.
3. The onset time, type, and duration of symptoms.
4. Whether or not the individual sought medical care.
5. Were there others at the meal at the same time?

If the investigation suggests a link, we shift into proactive management. We will work with you to evaluate possible internal causes (such as cross-contamination or temperature issues) and, most importantly, act as your liaison with the health department to manage the situation professionally and minimize further risk.

Prevention is rooted in "Active Managerial Control." We recommend regular third-party Food Safety Audits and ensuring all staff have completed Food Safety 101 or ServSafe Manager Certification. If there are special processes in your food prep, we can spend some extra time going over the SOP's or HACCP Plans. These steps create a "paper trail" of compliance that is invaluable in showing true concern for the food coming out of your kitchens prepared safely.

Rarely, unless the symptoms of the guest reach dangerous levels, or the restaurant does not engage the customer with true concern, it is rare for legal action to occur.