Introduction
You’ve just been handed a 1-star food hygiene rating. Soon your score will be public for everyone to see. Your mind is imagining what is likely to happen. Rival competitors will be rubbing their hands. Customers will judge you. Delivery platforms may delist you. And harsh media coverage by the Press may name and shame you. Your business reputation is now on the line. You need to take action, quickly.
But before you panic, remember this. You CAN control the narrative – and prevent lasting damage to your business.
We’ve designed the Crisis Comms Kit for this purpose. Protecting your business reputation is the first important step. And that’s what this article is all about. So let’s get into it.
Get Instant Access To The FREE Crisis Comms Kit Now.
Why A 1-Star Hygiene Rating is a Big Deal
You are not alone in facing this challenge. In fact, hundreds of food businesses successfully navigate a poor hygiene rating every year. So, let’s talk about the immediate damage when faced with a 1-star food hygiene rating. And more importantly, what you can do to protect your business from the fall-out.
A poor food hygiene rating is considered to be a rating of 2 or below. Here’s what you risk when you do not take your food hygiene rating seriously:
- Loss of customers. 61% of consumers check food hygiene ratings before choosing where to eat or shop.
- Platform abandonment. Your business benefits from using third party delivery platforms. The big names include UberEats, Deliveroo and JustEat. Did you know that these platforms typically require a minimum of a 3-hygiene rating? If you do not meet the minimum requirement, you’ll be escorted off their platform.
- Reputation damage. In today’s connected world, bad news travels at lightning speed. Harsh local media PR and negative social media backlash can spiral out of control, very quickly.
- Fines and Legal Trouble. Serious breaches of regulations can escalate leading to enforcement notices or even prosecution. You are likely to receive more frequent EHO inspections with a low rating.
Why Communication Is Key When Handed A 1-Star Hygiene Rating
Addressing food hygiene issues laid down in your EHO Report is essential. But did you realise how important it is to manage public perception of your new score?
Remember: perception becomes reality in the minds of your customers.
The day your rating goes public, you face a critical choice:
- Allow others to control the story about your business, or;
- Proactively shape the narrative yourself by talking control of what is being said.
1-Star Hygiene Rating Communication Mistakes
When facing a 1-star hygiene rating crisis, there are certain things that you must not do.
Business owners can react in an emotional way when awarded a 1-hygiene rating. And this can backfire. Don’t make this costly mistake. Here’s a reminder of how not to behave when you receive a 1-hygiene rating sticker:
DO NOT:
- Go silent. This creates an information vacuum. It will allow customers and competitors to fill your quietness with speculation.
- Hide your rating.This usually backfires. And it can cost you an additional fine.
- Ignore the issue. A low hygiene rating will not go away on its own. Putting your head in the sand is not the answer. The longer you wait, the worse the damage will become.
- Respond defensively. Making excuses, lashing out online, or blaming the Local Authority or the EHO can backfire and make your situation worse.
- Downplay the issue. This can undermine customer confidence further. Customers want and deserve to feel safe.
- Over-promise. Making commitments you cannot realistically meet is not the answer. When promising changes, make them realistic.
- Miss the opportunity. Failing to use the crisis to demonstrate what your business stands for. Use the opportunity to speak out about your values and your commitment to change. Apologise.
The Smart Response To A 1-Star Hygiene Rating
Businesses that recover quickly from a 1-Star Hygiene Rating typically follow a clear strategy. Here’s what works:
Read The EHO Inspection Report
Carefully read your EHO inspection report. It is important that you understand exactly what has led to your low hygiene rating. You need to know exactly what needs to be fixed. The EHO Inspection Report is an important document. If you do not understand the wording then seek help. It contains specific violations that you need to address systematically. You need to understand the EHO Report if you are to put things right.
Decide Your Next Move
Or are you going to:
- Request a re-inspection? You must only do this once everything in the EHO Inspection report has been corrected.
Implement The Right Fixes
When you address the issues laid down in the EHO Inspection Report, try to meet the highest standards. Take into account any best practice recommendations. Document all improvements with photos and other records.
Control The Narrative Immediately
Don’t let the media or bad customer comments define your business. Take control of your story. Do this right away by implementing a strategic communications plan across all channels.
As one restaurant owner told us: “When we received our 1-star rating, using a clear communication strategy helped us retain 85% of our regular customers during the recovery period. Being transparent actually built more trust within our community.”
Protect Your Reputation: Download The Crisis Communications Toolkit
You don’t have to navigate this challenging situation alone. We developed the Crisis Comms Kit to solve this specific problem. The kit gives you everything you need to protect your reputation fast.
This FREE toolkit has been developed to give you:
Step-by-Step Guidance: Emergency guidance in bite-sized easy-to-follow steps to move you from chaos, to back in-control.
Done-for-You Social Media Calendar: 7-days of pre-planned content ideas and example social media posts – just copy, tweak and share on Instagram or Facebook. Then rinse and repeat until the crisis is over.
Journalist Handling Protocol: Handle media enquiries like a pro with a ready-made journalist-friendly Press statement.
Tips and Advice On How To Deal With Customer Criticism: Handle customer complaints and negative feedback like a pro.
Use the Crisis Comms Kit to protect your business reputation FAST when your poor food hygiene rating goes public.
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Conclusion
A 1-star hygiene rating creates both operational and communication challenges. Whilst you address the hygiene issues in your EHO Inspection Report, do not neglect your reputation. Managing your business reputation is vital.
With the right communication strategy, you can:
1) Minimise the damage
2) Maintain customer loyalty, and
3) Transform your 1-hygiene rating setback into a compelling comeback story.
Don’t let others define your business based on a single rating. Download the Crisis Comms Kit today and take control of your situation.
Get Instant Access To The Crisis Comms Kit Today
A 1-star hygiene rating is not the end of your business – but doing nothing about it might be. Take action now and turn this nightmare around!
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