Swine Flu is hot news, and customers are anxious - precautions and planning are essential.

We need to be like ducks on the pond - floating calmly on the surface but paddling fast underwater. Keeping our smiles on and urgently thinking through the implications. Consider these issues with your senior team:

• If you had a large number of staff away, how would you manage service and production? Make plans for a simpler menu and range of services. What shifts would you close down first?? Inquire about appropriate vaccinations for staff, but be ready for delays - everyone is interested.

• How will you check the bona-fides of staff who are absent because of illness? You don't want them around if they are unwell, but some may use this as an excuse for extra paid time off...

• If customer numbers drop suddenly, how is the work to be divided between staff? Who stays and who goes? How do your hang on to talent while cutting costs?

• If customers start rejecting pork dishes, what else is on offer? This is a good time for widening the menu with a better range of non-meat choices. What new breakfast options do you have? Are there delicious vegetarian options?

• What's on the TV screen in your bar? If you run CNN or another panic-news station, change it! Our role is to create relaxation, not anxiety.

• What are the legal obligations of customers and groups who may want to cancel bookings? How strong are the agreements they have signed? Would insurance cover this? Should you play hard-ball at this time, or not?

• How do you reassure customers that everything is OK? What are the standard answers for staff who are asked questions, and what do they understand anway?

  Eg: 'Health authorities advise that swine influenza viruses is not spread by food. Eating properly handled and cooked pork products is safe.'

  'Please be assured that we take hygiene regulations very seriously, and we are watching official guidance from the health department.'

• Are your Food Safety Policies just words on paper, or a real guide to how you work? Now more than ever people will look for sparkling clean premises and faultless food handling. If they look into the kitchen, is the hygiene impresssive?

Official advice says 'Swine influenza viruses is not spread by food. You cannot get swine influenza from eating pork or pork products. Eating properly handled and cooked pork products is safe.' (US CDC).

They also advise: 'there is no vaccine available right now to protect against swine flu - take these everyday steps to protect your health:

• Cover your nose and mouth with a tissue when you cough or sneeze.

• Wash your hands oftten, especially after you cough or sneeze.

• Avoid touching your eyes, nose or mouth.

• Try to avoid close contact with sick people.

• If you get sick with influenza, stay home from work and limit contact with others to keep from infecting them.

Keep track of latest information from Health Departments at our Swine Flu Resource Page.

Food-related panics have occurred before - the SARS crisis in 2003, Bird Flu in 2005 and regular outbreaks of 'Mad Cow'. The attractions of vegetarianism grow by the day!

Management Resources for Crisis Planning:

120+ DOWNLOADS for Restaurant, Kitchen & Bar Management - increase efficiency in a hurry

How to Prepare a Professional Health, Safety & Capacity Statement - the assurance required by many corporate customers

How to Prepare your 'No Crisis' Plan - protecting your staff, customers and business

Handling Customer Fear and Doubt: Building Relationships - an anxious customer usually says 'No' , unless you give them reason to do otherwise

THIS IS THE RIGHT TIME to Join Profitable Hospitality.

Keep a constant eye on food costs and menu profitability with the Profitable Recipe Manager. On CD or instant download - it's designed to be simple and powerful.

2009 Training Calendar

href="http://www.profitablehospitality.com/public/360.cf

m" target="_new">Online Marketing Workshop - Sydney: 5 May (one evening)

Organising & Selling Profitable Functions - 4 August in Sydney

Function Supervisors Bootcamp - 12-13 May in Sydney

Club Catering Improvement Workshop - inquire about holding this event for a group in your area

Starting a Cafe or Restaurant Workshop 9 May in Sydney

With warm regards -

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