Restaurant Liability: The Best Defense Is Following The Rules – Your Rules

It has been said that people will "come for the food, and return for the service," and behind every restaurant's recipes and welcoming smiles are the policies and procedures that ensure smooth operations from open to close. Policies and procedures come in many forms, from detailed written handbooks issued by national chain restaurants to verbal standard operating procedures in place at mom-and-pop shops.

Regardless of the form, having policies and procedures in place is important to streamline food handling, preparation and service, as well as customer service guidelines. Policies should address preventative safety measures, as well as proper steps for responding to guest complaints or incidents that may arise. While customer service hinges on how employees handle complaints, liability will often hinge on whether or not employees followed internal policies. Not all accidents can be avoided, but when faced with a complaint such as the occurrence of a slip and fall incident, or an…