L U N A T A L K with Eva Moon

Sweets to the sweet. Here, have a nut.

December 11, 2009 on 8:51 am | | In Food, General Musing

Kudos to Bonefish Grill

My sister, Pam, is one of those peanut allergy people you read about in the newspaper - the ones who are responsible for depriving you of the small, salty joy of a thimbleful of peanuts on a long plane flight. But for any goobers who are itching to know the meat of this issue, peanut allergy (the most common food allergy in the US) exists on a molecular level. For some, there is no such thing as “just a little.” There is none and there is dead.

Pam had an experience the other day that gives me a chance to both do a little education and give credit where it’s due:

Bonefish Grill has long been one of our favorite restaurants. Recently I decided to try something new instead of one my usual favorites. I am severely allergic to peanuts. So much so, that I carry an epinephrine syringe, albuterol inhalers, and other allergy medications with me wherever I go. I asked the server about the ingredients in the sauce, and was given a tasty sounding list that did not include peanuts. So I was more than a little surprised when I realized I was having an allergic reaction. It turned out that oh yes, the sauce did, indeed, contain peanuts, but “not very much.” Fortunately I was able to get to my medications quickly.

What’s most striking about this incident is not that I was accidentally fed something that’s poison to me; that’s happened before and will no doubt happen again. What’s worth noting is the reaction of the restaurant, and most especially, the corporate offices.

The manager and staff at the restaurant were sincerely concerned and apologetic over the incident, clearly willing to do whatever was necessary to ensure my health. The manager spent quite some time with me and listened attentively while we explained about peanut allergy and the need for staff education. That was more or less expected. What was less expected was the reaction I got to a letter I wrote to the corporate offices letting them know about the incident. It wasn’t an angry letter. I just wanted to educate them and suggest measures they could take to avoid such incidents in the future. I’ve written such letters in the past, and been uniformly ignored. My guess is that lawyers advise companies not to say anything for fear of admitting guilt.

Not so with Bonefish Grill. Today I got a personal phone call from their Director of Operations. Not only did he want to check and make sure I was ok, he also wanted to let me know what actions they were taking to ensure this never happens again. He told me he and the president of the company had read my letter several times and were taking my suggestions very seriously.  He’d just gotten off the phone from a conference call with all his store managers about the incident and they were instituting new staff education policies as a result. They are producing a big chart listing menu items with nuts, and the restaurants are being given one week to get the chart printed, laminated, and posted where the servers can reference it. The chart will be updated with each change to the menu. The staff is to be educated on allergies and menu ingredients immediately. In addition, they are looking into making changes to the print menu to make it easier for patrons with allergies to identify which items contain peanuts. Oh, and we get a free meal next time.

I was amazed just to get the phone call. When he started telling me the measures they were taking, I was blown out of the water. I’ve never had such a positive response from a large corporation in my life. They listened. They cared. They didn’t try to dodge responsibility. It’s nice to know that some companies do things right. And I will be eating at Bonefish grill regularly as a result.

Pam East
www.pameast.net

There’s a Bonefish Grill just 10 miles from me. I may have to go check and see if they have their chart laminated.

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