Debbie Harris was the first proctor to sign on with my internet food safety program. Throughout central Alabama, she offers exam-only classes to students who take my on-demand ServSafe® training.
Debbie is the Deputy Director of Food and Catering for the City of Montgomery, Alabama. Using skills sharpened by years of experience in the Las Vegas resort and casino business, she led her department through a major metamorphosis. “We used to be all about beverage carts roaming the city golf courses, and hot dogs & nachos at the ball parks. Now, you can have lobster and champagne waiting for you at the 18th Hole, or any cuisine delivered to any party location.”
She led the charge to convert their business from just concentrating on concession stands to include fine dining for very large and varied venues. It’s not unusual for the City Catering Department to serve 10,000 meals in a week’s time, for a wide range of simultaneous events including barbecue for backyard summer parties, prime rib and whole sturgeon for political fund raisers, fine wine and hors d`oeuvres for cruises on the City’s river boat, and champagne and caviar for romantic midnight soirées. And don’t forget, while all of that’s going on, burgers, dogs, fries and nachos are still being served by the thousands at 35 locations for all manner of sports tournaments from football to golf to tennis to softball. But, that’s not all. Birthday parties for all ages are booked by the dozens; events for sororities, fraternities, and civic associations are constantly in the schedule; and weddings are presented in some of the most romantic settings imaginable.
You would think that Show Business must be Debbie’s primary concern, but that’s not even close. “With so many events, and so many people handling so much food,” she explained, “food safety is our first priority.” The department’s hiring policy reflects that. Anyone who wants to apply for a fulltime position must have already passed the ServSafe® exam, before they can even submit a job application. In addition, merit increases and awards are all based solely on how well any given staff member performs good food safety practices.
Anyone in the food service business knows that enforcing good practices among the staff is a constant, difficult process. People don’t like to learn new things or change old habits. “When I started this job,” she said, “they were so reluctant to change, I thought I was going to have to fire everybody and start over.” Some of them were so stubborn, they joined forces and threatened to quit rather than wear gloves. But, when “fire everybody” crossed her lips, they snapped-too pretty fast.
Now, her staff of seasoned, veteran managers is charged with constantly reminding one another to wash their hands and change gloves, wear hair covers, and check food temperatures. Food Safety is the routine theme throughout the operation.
But, part-time new-hires are still a problem. Even though they’re in the mix with a well trained staff, there’s still a lot of fussing when it comes to meeting routine expectations.
I was lucky enough to overhear a conversation between Debbie and a part time employee. The new hire had never even heard the term “food safety” and was completely resistant to following the rules.
Currently he was angry over the requirement to wear a hair cover. “I’ll look ridiculous in front of my friends,” he argued, “I won’t wear it!” In a quiet tone she said, “It’s important. I wish I could make you understand.” He squared off against her and snidely quipped, “and what if you can’t make me understand?”
She answered quietly, “Then, I can make you gone.”
He put on the hair cover.
The title of this article is intentionally deceptive to make this point. Food Safety is a serious, life-or-death issue. When the concern is enforcement of strict rules for good practices, gentle is not part of the process.
I encourage all of my students to “become walking bull whips, when it comes to food safety. Lead with unwavering commitment. You don’t have to be mean, but you do have to be firm and consistent.”
But, in spite of all your efforts, if an employee refuses to fall in line, just say quietly in a voice that’s gentle, “you’re gone.”
Thank you.
Andy Bozeman, CFPM
phone 334-834-1714
internet FoodSafetyTrainingCenter.com
