Cleanliness & Consumer Confidence

These tips can help you operationalize and verify cleanliness for the safety of staff and guests, and communicate those efforts to build confidence. NOTE: Health and safety requirements may vary due to rapidly evolving state and local legislation - which you should consult for the latest guidance.

Practice Good Hygiene

Identify and certify team members as “cleanliness champions.” These champions are responsible for addressing questions from team members and guests. This ensures accuracy and consistency in sharing information. Designate team member(s) to clean dining rooms throughout the day. Ensure all employees wear proper personal protective equipment (PPE), such as masks and gloves, at all times. Train staff on and require effective handwashing.

While not fail-safe, the use of temperature monitoring for employees and guests can demonstrate that a brand is doing all they can to ensure safety and instill staff and consumer confidence. Minimize the amount of doors and surfaces a customer or delivery driver needs to touch in order to pick-up an order. Set up an order staging table with clear marking so customers and delivery drivers can pick up orders at safe distance.

If you do not offer contactless payment, evaluate your payment process and minimize the touchpoints wherever possible. For example, don’t hand a receipt to the guest. Ask first if it’s required. Consider what is being put into the order package. For example, don’t include condiments on top of the order packages; ask the customer if they want condiments, and place them in a separate container or bag. Utilize labels and QR codes wherever they can help to fortify cleanliness and consumer confidence (tamper-proof seals, contactless/digital menus, etc.).

Be Transparent

Communicate with consumers about what you’re doing around safety and post these messages online and in-store.

Post a consumer-facing hygiene and cleanliness statement. Provide proof of this statement, such as a list of the tasks being completed around sanitization, cleanliness, and the use of proper PPE. This instills consumer confidence and may result in a quicker return to normal versus restaurants that are not proactive in providing proof. Post pictures and videos online of actions you’re taking to ensure safety and invite questions directly from consumers. Use existing digital displays to update consumers on safety protocols. Add dashboards on drive-thru and at POS to provide consumer confidence that guidelines are being followed. Relay information to consumers that it is safe to get food delivered (FDA Advisories). Post your safe distancing and best practice options on your website/social media/order confirmation/front door or window, so customers and delivery drivers can read them before entering the restaurant. Consider phone etiquette. Prepare guidance or a script for phone orders, to let customers know the safe distancing options for takeout and delivery.

Solicit Feedback

Actively encourage and incentivize feedback on interactions with your restaurant, from both customers and delivery services. It’s vital to constantly gather feedback to identify gaps in safe service execution. Ideas include:

Real-time consumer feedback technologies Email follow ups after an order A chatbot or “contact us” on your home page Feedback cards pointing to website survey inserted in every order, etc.

CLEAN YOUR HARDWARE WITH THESE TIPS

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