<<Disclaimer: Verify this information before applying it to your situation.>>
Following is an email exchange I had after a recent gluten exposure while on vacation (edited slightly to preserve privacy of the restaurant and owner/chef).
My experience is that sometimes (not always!), it is worth following up to determine what the issue is, particularly with a locally owned & professionally operated eatery. This one responded well and made positive changes in their procedures.
Jack
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From: Jack
To: info@restaurant
Sent: Sunday night, June 25, 2017
Subject: My brunch meal today
Dear people,
As a former restaurant sous chef and avid home cook who also has celiac disease, I need to let your management and kitchen staff know that I got very ill 2.5 hours after eating brunch at your restaurant today. The timing and symptoms were very much like I experience when I have accidentally consumed a small amount of gluten. In addition to telephoning yesterday with my general questions, I also checked with the server before I ordered the trout with green chile hollandaise on Latkes, specifically. I asked the server to confirm that ALL items are made from gluten-free ingredients, and cooked separate from gluten-containing items. I particularly asked if the latkes are made with wheat flour or not, and if not, whether the latkes and the home-fried potato side dish were fried separately using clean oil not previously used for gluten containing items. The server checked with the kitchen and confirmed that the dish was prepared exclusive of any gluten ingredients that could contaminate it.
So why did I get so sick? On rare occasion in the past I have also gotten this sick when I was absolutely certain of the ingredients but in retrospect I must have consumed food that was poorly handled or held, resulting in a low level of spoilage that made me sick. We ate at your restaurant based on reviews from others with gluten sensitivities. I cannot second their recommendations and am writing to you personally rather than calling your county health department at this time or submitting a bad review to Yelp or Traveladvisor.com, where I do review restaurants that manage gluten free well. I would welcome your review of food storage, handling, and preparation for this morning's brunch and any feedback you can provide to help me know whether it was cross contamination or avoidable food handling protocols that caused me to vomit three times, void my stomach contents, and still be wiped out with stomach pain tonight.
Sincerely, if also upset,
Jack
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From: Jean@restaurant
Sent: Jun 26, 2017
To: Jack
Subject: Re: My brunch meal today
Jack,
This is chef Jean. I feel absolutely terrible about this! The potato cakes in this dish do indeed contain flour.
The cook on duty has been working for me for a number of years and I know that he is well familiar with celiac disease and that the potato pancakes have flour in them. We have had this item discussed in the past for just this reason.
At this point I do not know where the communication broke down between the service end and the kitchen.
I will be having a meeting with both the front and back of the house to emphasize the importance of communicating with the kitchen about diners with celiac disease.
I take full responsibility for this incident. Even with new servers I should have emphasized the importance of communicating any food issues with the kitchen.
The thought of having made you sick is very disturbing to me and I have no words in which to express my apology.
Offering to comp your tables meals or a gift card, I know would fall far short of what you had to go thru yesterday, but if I may offer this please let me know.
Once again I really can not express how terrible I feel about what happened and I am truly sorry!
Sincerely,
Chef Jean
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From: Jack
To: Jean
Sent: Monday, June 26, 2017
Subject: Re: My brunch meal today
Hi Jean,
Thank you for getting back to me so quickly. Fortunately, 16 years after my diagnosis I'm otherwise in pretty good health for my age, and I have recovered from the worst of the physical symptoms I experience from a gluten ingestion - it's pretty acute and after 12-16 hours and a night's sleep, a general mental fog remains for a day or two. (Other celiac's mileage may vary.)
I appreciate the offer of a gift card or meal comp. We'd love to vacation in your city more often than we do, and I'd gladly come in when you are in the kitchen, but for now, I'd be satisfied with your personal and professional concern expressed by comping the ticket.
Our server was the only staff I spoke with yesterday about gluten-free. I recall when I reviewed the menu, I stated that latkes are often made with flour, but don't need to be, so to please check that, particularly. The server seemed attentive and left to confirm with the chef on duty. The server returned a few minutes later with the assurance that the items were ok.
If you haven't already shared this perspective with your staff, I offer for their consideration that attention to the needs of the gluten-free diner guarantees not only their patronage, but also their friends and families who seek out restaurants where they can safely dine with them. Neglect loses not just one customer, but many! And we return to the restaurants that get it right, and usually tip well for the service!
Sincerely,
Jack
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From: Jean@restaurant
To: Jack
Subject: Re: My brunch meal today
Date: June 27, 2017
Jack,
I am glad to hear that you are feeling a bit better.
I just want you to know that we are instigating some new policies after this incident. I want you to know that we take this very seriously!
We are adding a 'modifier' button to our computer system that will have the ticket come up with "Celiac" in red when it goes to the kitchen.
I have talked to the server and the cook who were putting out your food.
We have a full staff meeting this Sunday and will discuss this issue and the implementation of our added policies for identifying people with Celiac.
Thanks for accepting my apology. We will be refunding the cost of your family’s brunch.
Sincerely,
Chef Jean
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From: Jack
To: Jean
Sent: Monday, June 26, 2017
Subject: Re: My brunch meal today
Jean,
I’ve seen similar alerts printed on kitchen tickets at other restaurants, and the customer copy as well. I think it's a great step!
This link http://nowsourcing.com/2013/04/09/what-every-restaurant-should-know-about-going-gluten-free/ <http://nowsourcing.com/2013/04/09/what-every-restaurant-should-know-about-going-gluten-free/>
is to a 2013 infographic I saw soon after it came out, which I thought was very well done and may offer some additional points to share at your staff meeting.
Peace,
Jack
Visit the Celiac Web Page at Http://www.enabling.org/ia/celiac/index.html
Archives are at: Http://Listserv.icors.org/SCRIPTS/WA-ICORS.EXE?LIST=CELIAC
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