Page 29 - DB Crisis Management Guide

 Foodborne illnesses can cause a multitude of symptoms from diarrhea and vomiting to drowsiness and
hives and can affect a person immediately or several days after exposure to a food or beverage.

 Say: “I am sorry that you are feeling ill. We take concerns such as this very seriously, and we will
investigate thoroughly.” Do not say, “I’m sorry our food made you sick.”

4 Ask questions to clarify food-related incidents:

 Exactly what food and beverages were consumed?

 Did Guest(s) eat somewhere else before or after eating at our store?
 Where was the food eaten? At home or at Dave & Buster’s? What time was the food eaten?
 Ask the Guest to provide you with a copy of his/her receipt. This will help determine the exact date,
time and all items consumed by his/her party.
 What are the symptoms, and what time did the symptoms begin?

 Are any leftovers available for potential analysis by a laboratory?

5 Complete the Electronic Guest Incident Form.

28