QSR October 2022

SmartChain FoodSafety

Customers’ high expectations trans fer to all areas of the restaurant they visit, including the restrooms. “Cleanliness is critical in the customer’s decision process in what business they decide to patron ize,” says Douglas Koester, president of Tuway . “A clean, fresh-smelling bathroom is always a determining factor. Floors and surfaces that are clean and free from debris reassure customers that if the front of the store is clean, the same must be true for the back of the store.” Consistent cleanliness benefits over all safety, and it also improves optics.

a clean and safe operation. When this is supported with good hand hygiene prac tices for employees and making hand san itizer available for consumers, the mes sage of safety is further reinforced.” “The most successful quick-service res taurants recognize that customers want safety reassurance every step of the way,” says Poyee L. Tai, executive vice president “ It’s the old saying: ‘Showme; don’t tell me.’”

and chief business development officer for Tronex . “As a result, restaurant operators are doubling down on the proper selec tion and implementation of personal pro tective equipment. Operators are embrac ing every opportunity to convey that they employ best-in-class safety measures and a well-trained staff. It’s no longer enough to promote tasty food and quick service; safety is part of a winning communica tion strategy, too.” In many ways, it comes down to prac ticing what restaurant brands have preached for years on food safety. “Make sure your employees are demonstrating through their actions that they are still mindful of hand hygiene and sanitizing,” Kevin R. Roberts, Ph.D., food safety expert at FoodHandler . “Think about switching from the clear gloves to a colored glove— such as a blue, black, or pink glove—which will stand out to customers and illustrate that you are doing your part as a busi ness to protect the guests. Customers are watching now more than they have ever done in the past.”

Operators can drive home the safety message with visible signage, hand san itizer stations, and other types of markers. “Ensuring that the res taurant is clean when a customer enters is the most obvious sign that the restaurant cares about their customer needs,” says Gina Owen, senior RD&E food safety pro gram leader at Ecolab . “Signage and advertis ing is also a good way to communicate what the brand is doing to maintain

SafetyCulture

Ecolab

ECOLAB / STEVE CASH TRONEX

Tronex

SAFETYCULTURE

These days, food safety creates value, and every touchpoint provides an oppor tunity to reinforce that value with cus tomers. “Operators should remember that it’s non-verbal communication that often matters most,” says T.J. McReynolds, cus tomer success manager at SafetyCulture . “It’s the old saying: ‘Show me; don’t tell me.’ Symbols of trust are everywhere and often sit in plain sight, subliminally influ encing consumer perception. How often are tables and surfaces being cleaned? Are sanitizers and masks visible? Is the physi -

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OCTOBER 2022 | SPONSORED SECTION