A Simple Guide to Keep the Customer Happy and Healthy
by
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THE FOLLOWING POINTS ARE BY DEPARTMENTS, WHICH COULD HELP TO RESOLVES SOME OF THE H & H PROBLEMS. THE BAKERY One major problem seen in many bakery departments is SERVICE. Sometimes there are too few associates, and they all seem to be in the back somewhere. This difficulty does not make you happy. When in a hurry even less so. I don't know what's so important around the corner. There's always a room around the corner in the back. The point is, they are not out front when you need them. Often when they do come out, hands are not washed. Those who do, will go to the sink, and run a little water over hands for a few seconds, usually without soap, then dry them with their apron bottom or some old towel lying around. But wait a minute you say, "Their hands never touch the baked goods, they use either a tissue, or a plastic glove." That might be true, but doesn't do much good if the following happens: 1. Your hands are all over glove before putting it on. There are a couple of things that could help to alleviate the hand-washing problem. One way is to install bathroom doors, so they push out from inside. Then you could push out without using your hands. The second would be installing faucets that stay on long enough so you don't have to touch them again. Or they might use levers or pedals like in the O.R. These can be turned on with the knee or foot. We acknowledge there are a few places that have automatic turn off faucets, and swing out doors. However, most do not. This is very important to customers who also use restrooms while shopping. Particularly if they plan to eat in Deli Centers, now popping up in many supermarkets. (They'll be taken in at another time.) The above point is also valid when using those restrooms before eating. 1. When turning off faucet, use paper towel. However, none of the above will be much help if restrooms, are not kept up. I have seen many restrooms with empty soap dispensers, no paper towels, or toilet tissue. Sometimes, towels or tissue might be there, but not in dispenser. I have seen them on the floor, or toilet tanks, on top of waste basket, on dirty sink getting wet, on top of towel dispenser, and so on. Everywhere except where it ought to be. Don't forget out of order, stopped up, overflowing, and unflushed toilets, cigarette butts, and gum in urinals, and if that's not bad enough, stalls without latches, or no door at all. Earlier we said the provider should view things from consumer's perspective. Remember shoppers, it's a two way street. We too have a responsibility. If something doesn't look right, it is up to us to speak up, let the provider know what's on your mind, even if you think it might hurt his, or her feelings. This way when others complain, they can't say, "we didn't know, you should have said something before." One of the pat answers for complaints, as though they don't have eyes. As you will note, it is not all the fault of providers. The consumers also bear some guilt. So in this case, the provider can also speak up. Let the customers know how they can do their part besides complaining. For example, it is not the provider's fault if people don't flush toilets, or throw butts, and gum in urinals, don't flush same, and spit in sink. Of course, unless their employees contribute to the problem. In this way both sides can help to keep everyone "H & H." Something we must remember is, there are no absolutes. Therefore, no matter how hard we try, there can never be one hundred percent achievement in health protection or customer service. So no one wants to be fanatical, just reasonable in our quest to keep the consumer, and provider Healthy and Happy. The first place to start is for each person to maintain good hygiene practices at home.
2. You blow on glove to separate opening to put glove on.
3. Other objects are touched such as, door knobs, or garbage container before picking up baked item.
4. Covering mouth when coughing, or sneezing with glove on.
5. Touching body parts, such as eyes, wiping nose, etc.
6. Putting tissue in bag with baked goods when not using gloves. Your bare hand was on other side of tissue.
2. Throw paper towel away.
3. Get new towel to dry hands, then use this towel to pull open doors.
4. Discard this towel in wastebasket immediately.
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About the Book
This publication is for food providers, and consumers. If you are a provider, it is hoped you will put yourself in the consumer's place. As the following points are discussed, imagine yourself on the other side of the counter. Try to view matters from their standpoint. Especially if it shows you in a bad light. As you notice in the title, there are two words with the letter, H and H for Healthy and Happy. I imagine you are thinking "What in the world does healthy have to do with serving the customer? We understand keeping happy, but healthy?" Yes Healthy! No doubt you are all aware of recent problems with E-Coli, and other food contamination, which has caused illness, and even deaths. Therefore, the way food is stored and handled by providers in supermarkets, Delis', and fast food restaurants, is important to the health of the consumers. It is for this reason we have put our book together. Considering these problem areas strictly from the shoppers perspective, which should be even more important than simply attempting to follow certain codes. Codes are only numbers, and words. If not followed, it doesn't mean anything.
About the Author
If you notice, there is no Ph.D. or any other title involved in the authorship of this book. WHY? Because we feel it isn't necessary. Common sense, the ability to see and listen, along with many years of experience as consumers are our credentials. Between my wife and I, are over 100 years of shopping, and dealing with food providers of all stripes. In addition, we have many friends and relatives with hundreds of years of combined experience. Some who have worked or are presently working for food providers. In fact I have three sons in this category, two of whom worked in food management. One with twenty years of experience, even working as a chef in a major hotel chain. Therefore, the information found herein is based not on books, but personal experiences of people with many years of shopping, working, and eating at various food providers. Some think if you don't have a big title, what's being said doesn't mean much. Kind of reminds you of big manufacturers, especially auto and electronic companies in America. They felt only the engineers, and managers, who were mostly college graduates knew what they were talking about. Suffice the thought that anyone should listen to the "lowly" people on the line. After all, what did they know? They only made the stuff. But a very important lessons would soon be learned. The lesson came when the Japanese began overtaking the American in auto and electronics manufacturing. How could this happen? The Japanese did not believe that only those with titles knew it all. Instead, they would listen to everyone, particularly those with practical experience in putting these things together. The American companies have learned, and are now putting this idea into practice. Although some reluctantly so. So in the final analysis of the matter, it's the final product that counts. Not necessarily who delivers it. As a result, we hope that all who read this information will benefit.