Recalls are happening frequently, with the FDA already issuing more than 50 food recalls in 2024. Recent recalls have included meats, charcuterie products, tahini, and more. So far this year, foods have been contaminated by listeria, Salmonella, foreign objects, and non-food grade oil. Recalls have also been issued because of cross-contamination and mislabeling. Would your restaurant staff know exactly what to do in a recall situation?
While food recalls are nothing new, there’s been a growing outcry—from consumers and the industry—around the way they’ve been handled. Given the communication and tech tools that are currently available, it’s becoming increasingly challenging for brands to justify inefficient recalls.
Luckily, there are best practice protocols that your restaurant team can (and should!) follow to make the recall process as streamlined and efficient as possible.
Prepare properly
Make sure your team is Recall Ready before a recall actually happens. That means preparing now. Restaurants should:
Create a recall plan. Understand that a recall could happen at any time, so create a roadmap to follow. Stressful situations often trigger uncertainty, and it’s essential to have a written plan in place before you need it. List the steps that need to occur. Designate a recall team and assign roles and responsibilities for each person, like who will alert employees, manage customer feedback, notify supply chain partners, etc.
Train your team. All employees must understand the recall process, so prioritize training. Make recall education part of every new employee’s onboarding process, and hold regular reviews of the protocols. Ensure that everyone understands their roles.
Hold simulations. Practicing a mock recall can be tremendously valuable, allowing employees to practice what they’d need to do. This can be an important confidence boost for your team! These simulations also allow restaurant leaders to identify and address process gaps in preparation for an actual recall.
Work with like-minded suppliers. Your restaurant prioritizes safety and quality, so be sure to work with vendors that are aligned in that mindset. Only buy from trusted suppliers that prioritize food safety, quality, and compliance. And since food safety breaches can happen anywhere along the supply chain, always keep up-to-date product records (by lot identifier and production date).
Prioritize speed, accuracy, and transparency
If your restaurant received contaminated products that are being recalled, you should:
Get complete, accurate information from your suppliers. Find out precisely what products are impacted and why they’re being recalled.
Disseminate information to all locations. Ensure every restaurant across your brand is aware of the recall and acts immediately.
Pull impacted products. The first order of business is to pull any contaminated products immediately. Have a system in place to record what has been pulled and be certain that all recalled products are accounted for.
Communicate to key constituents. Proper communication—fast, accurate, actionable—is critical for a successful recall. Communicate with key audiences, tailoring messages accordingly. Make sure employees are aware and following your prepared recall plan. Contact your suppliers to arrange for the return or replacement of affected products. Inform regulators about the actions you’ve taken. Reach your customers through social media, email, and your website, explaining that you’ve pulled all recalled foods and reiterating your commitment to food safety.
Be transparent. When it comes to recalls, honesty really is the best policy. Key audiences—including customers, employees, investors, and the media—value transparency, and withholding information can erode people’s trust in your brand. Provide clear, accurate information about the recall, including the problem and steps you’ve taken to address it.
Use the right tools. Rely on tech solutions to manage recalls. That way, you’ll get faster, more accurate notifications about recalls, allowing you to act immediately and minimize risks to your customers, supply chain partners, and reputation. These tools have become more affordable, accessible, and user-friendly, making them an ideal solution for organizations of all sizes and budgets.
Collaborate with regulatory agencies. Since regulatory agencies play a critical role in overseeing recalls and ensuring compliance with safety standards, it’s essential that you work collaboratively and cooperatively with them. Communicate proactively, providing updates on recall progress, and cooperating fully with regulatory inquiries. Being cooperative can help streamline the recall process and mitigate potential legal, financial, and reputational risks.
Monitor customer feedback. Review and respond to customer feedback (including social media comments). Stay positive and stick to the facts. Don’t get defensive or assign blame for the incident. Reassure customers that their safety is your top priority and that you’re committed to maintaining gold standard protocols.
Apply lessons learned. After the recall has been resolved, review your response process. Is there anything that you’ve learned that could improve the way you manage future recalls?
Managing a recall requires careful planning, effective training, proactive communication, and collaboration with suppliers and regulatory bodies. Your staff should be transparent and reassuring, spotlighting your ongoing commitment to food safety and your cooperation with your suppliers, regulatory agencies, and others involved in protecting food and consumer safety.
Roger Hancock, CEO of Recall InfoLink, is one of the world’s foremost experts on recalls, with experience that spans the retail, tech, data, regulatory, and supply chain. Recall InfoLink, makes recalls faster, easier, and more accurate across the supply chain to protect consumers and brands. As the only company focused entirely on recalls, Recall InfoLink’s solutions drive immediate action, streamline the recall process, and simplify compliance. Recall InfoLink helps brands become Recall Ready by standardizing data, collaborating with their supply chains, and practicing recall simulations.