1. Stay Calm
While you need to remain calm you also need to act straight away. Some restaurant owners might try to bury the issue in the hope that they can ride it out. This is not the way to handle a crisis. You need to drop everything and address the issue.
2. Inform Relevant Stakeholders
3. Find Out What Happened
4. Understand The Business Impact
5. Listen To The Reaction
Gauging a reaction will also help you decide where to communicate your messages.
6. Settle On A Decision And A Message
The ideal strategy is to decide what people need to know. This should be your focus rather than what you might want to say. Try not to provide too much information either, just the key facts. Provide an avenue for people who want to know more information.
Regardless of what you say, ensure it’s honest and you take responsibility for solving the problem. This is irrespective of whether you’re at fault.
7. Decide How You Will Communicate Your Message
8. Monitor The Reaction
9. Learn From The Experience
Any restaurant that does experience a crisis at some point will no doubt experience some reputational damage. However most restaurants are small businesses so they can respond quicker than bigger organisations. Use this and the other steps outlined above to your advantage. This will put in you in the best position to minimise the damage.