--- title: Ways Restaurants respond to Food Poisoning Claims date: 2022-09-24T17:55:00-07:00 author: Julie Dueck canonical_url: "https://marlerclark.com/news_events/ways-restaurants-respond-to-food-poisoning-claims" section: News --- [All News](/news_events) / [Case News](https://marlerclark.com/news_events/case-news) / # Ways Restaurants respond to Food Poisoning Claims Over the last 30 years I have spoken to dozens of restaurants and restaurant associations about “why it is a bad idea to poison your customers.” Some still do not heed my advice. So, how should a restaurant respond to a food poisoning claim by one or many of its customers? First, a restaurant should treat all customers with respect, whether the restaurant believes the claim to be legitimate or not. “I am sorry that you are ill, please tell me more about what happened,” is the best way to start a conversation with an ill customer. Recognizing that someone is sick is not admitting fault, it is only recognizing that you have sympathy for their illness. Finding out what the customer believes happened will give you clues as to legitimacy of the claim. This customer either did not get sick at your establishment or might well be the first. Knowing this could well help you stop one illness blooming into something overwhelming. Depending on the severity of the illness or the anger of the customer, this might be a good time to consider paying the medical bills and/or offering to comp the meal. Second, see if any of your employees are out sick – they clearly should not be working if they are. Also, check for any unusual occurrences in the restaurant (power outages, water supply issues, recalls of ingredients). Third, find out of the customer complaining sought medical treatment, and if so, were they diagnosed with a bacterial or viral condition – those conditions may be reportable to the local health authorities and may give you a clue as to the cause of the customer’s illness. Ask the patron when they ate at the restaurant and when they first became ill. Knowing the bacteria or virus and the incubation period also gives you strong clues as to the possible cause of the customer’s illness. Fourth, if you feel that you are not the source of the customer’s illness then say so, but make that decision based on science, not on emotions. Finally, if in fact you, or a public health entity determines that your restaurant is the cause of the customer’s or customers’ illness, then admit your sorry, offer to pay medical expenses and wage loss and be transparent what you believe the cause of the outbreak is and what you plan to do to make sure it never happens again. You can protect your brand by using compassion and common sense. ### Lawsuit updates about foodborne illnesses [Reactive Arthritis Lawsuit Updates](/news_events/case-news?illness=reactive-arthritis&year=all) [E. coli Lawsuit Updates](/news_events/case-news?illness=e-coli&year=all) [Guillain-Barre Syndrome Lawsuit Updates](/news_events/case-news?illness=guillain-barre-syndrome&year=all) [Salmonella Lawsuit Updates](/news_events/case-news?illness=salmonella&year=all) [Hemolytic Uremic Syndrome Lawsuit Updates](/news_events/case-news?illness=hemolytic-uremic-syndrome&year=all) [Listeria Lawsuit Updates](/news_events/case-news?illness=listeria&year=all) [Irritable Bowel Syndrome Lawsuit Updates](/news_events/case-news?illness=irritable-bowel-syndrome&year=all) [Hepatitis A Lawsuit Updates](/news_events/case-news?illness=hepatitis-a&year=all) [Norovirus Lawsuit Updates](/news_events/case-news?illness=norovirus&year=all) [Botulism Lawsuit Updates](/news_events/case-news?illness=botulism&year=all) [Campylobacter Lawsuit Updates](/news_events/case-news?illness=campylobacter&year=all) [Shigella Lawsuit Updates](/news_events/case-news?illness=shigella&year=all) [Cyclospora Lawsuit Updates](/news_events/case-news?illness=cyclospora&year=all) ### Lawsuits updates by year [Foodborne Illness Lawsuits in 1998](https://marlerclark.com/news_events/case-news?illness=all&year=1998) [Foodborne Illness Lawsuits in 1999](https://marlerclark.com/news_events/case-news?illness=all&year=1999) [Foodborne Illness Lawsuits in 2000](https://marlerclark.com/news_events/case-news?illness=all&year=2000) [Foodborne Illness Lawsuits in 2001](https://marlerclark.com/news_events/case-news?illness=all&year=2001) [Foodborne Illness Lawsuits in 2002](https://marlerclark.com/news_events/case-news?illness=all&year=2002) [Foodborne Illness Lawsuits in 2003](https://marlerclark.com/news_events/case-news?illness=all&year=2003) [Foodborne Illness Lawsuits in 2004](https://marlerclark.com/news_events/case-news?illness=all&year=2004) [Foodborne Illness Lawsuits in 2005](https://marlerclark.com/news_events/case-news?illness=all&year=2005) [Foodborne Illness Lawsuits in 2006](https://marlerclark.com/news_events/case-news?illness=all&year=2006) [Foodborne Illness Lawsuits in 2007](https://marlerclark.com/news_events/case-news?illness=all&year=2007) [Foodborne Illness Lawsuits in 2008](https://marlerclark.com/news_events/case-news?illness=all&year=2008) [Foodborne Illness Lawsuits in 2009](https://marlerclark.com/news_events/case-news?illness=all&year=2009) [Foodborne Illness Lawsuits in 2010](https://marlerclark.com/news_events/case-news?illness=all&year=2010) [Foodborne Illness Lawsuits in 2011](https://marlerclark.com/news_events/case-news?illness=all&year=2011) [Foodborne Illness Lawsuits in 2012](https://marlerclark.com/news_events/case-news?illness=all&year=2012) [Foodborne Illness Lawsuits in 2013](https://marlerclark.com/news_events/case-news?illness=all&year=2013) [Foodborne Illness Lawsuits in 2014](https://marlerclark.com/news_events/case-news?illness=all&year=2014) [Foodborne Illness Lawsuits in 2015](https://marlerclark.com/news_events/case-news?illness=all&year=2015) [Foodborne Illness Lawsuits in 2016](https://marlerclark.com/news_events/case-news?illness=all&year=2016) [Foodborne Illness Lawsuits in 2017](https://marlerclark.com/news_events/case-news?illness=all&year=2017) [Foodborne Illness Lawsuits in 2018](https://marlerclark.com/news_events/case-news?illness=all&year=2018) [Foodborne Illness Lawsuits in 2019](https://marlerclark.com/news_events/case-news?illness=all&year=2019) [Foodborne Illness Lawsuits in 2020](https://marlerclark.com/news_events/case-news?illness=all&year=2020) [Foodborne Illness Lawsuits in 2021](https://marlerclark.com/news_events/case-news?illness=all&year=2021) [Foodborne Illness Lawsuits in 2022](https://marlerclark.com/news_events/case-news?illness=all&year=2022) [Foodborne Illness Lawsuits in 2023](https://marlerclark.com/news_events/case-news?illness=all&year=2023) [Foodborne Illness Lawsuits in 2024](https://marlerclark.com/news_events/case-news?illness=all&year=2024) [Foodborne Illness Lawsuits in 2025](https://marlerclark.com/news_events/case-news?illness=all&year=2025) [Foodborne Illness Lawsuits in 2026](https://marlerclark.com/news_events/case-news?illness=all&year=2026) ##### Get Help #### Affected by an outbreak or recall? 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