Restaurant chain’s response to customer’s misleading social media clip goes viral with widespread support
A misleading social media clip of a chef wiping down the walls of an open kitchen with a mop posted by a customer at Cook & Indi’s World Buffet in Motherwell went viral instantly, with thousands of social media users jumping on the bandwagon to condemn the restaurant.
But now a social media clip defending the restaurant’s health and hygiene practices posted by Cook Gill, co-founder of the award-winning restaurant chain, has also gone viral, attracting more than 28,000 views in its first 24 hours.
In his response, Mr Gill said: “Last week I received a link posted by a young woman for a bit of fun. In this video clip I saw one of my chefs wiping down the walls in an open kitchen with a mop. There is nothing wrong with this, as the mops are colour-coded for separate uses, but just seeing him perform this task looked extremely unhygienic and the clip went viral, leading to some people to express their horror.
“My initial reaction was one of anger. I was very upset because the clip only told a part of a true story. It did not allow us to explain what the chef was doing or why he was doing it. The clip had a devastating impact on our business and could have resulted in the shut down of a perfectly good business with the loss of many jobs.
“In one respect it turned out to be a good thing because, after the initial shock, we got together all our chefs and managers, and revisited our cleaning procedures. We brought in the Environmental Health Department, who gave us excellent support, and we now aim to relaunch all our restaurants by inviting our customers to an open day where they will be given full access to back-of-house operations to see all our health and safety procedures for themselves.
“We were able to use the feedback from customers to improve our standards, but that is not always possible for all businesses; some never recover from a negative social media post or comment. Feedback, when constructive, is always welcome, as it helps us to improve on our already high standards, but malicious posts can be devastating.
“The damage done by that clip has directly affected our sales figures, which took a real tumble and we are now fighting to get our customers back to show them the high standards to which we operate.
“I would urge customers posting clips and comments on social media platforms to sit back and consider the outcome of their actions before posting.
“For restaurateurs all over the country, who work so hard to make a living, often having put their houses on the line as a guarantee for bank loans, a negative video clip could end up with them losing their family home as well as their business.
“I would ask customers to co-operate with restaurants and help them improve standards by giving them constructive feedback and urge them to please refrain from bringing their complaint into the public domain unless the restaurant refuses to acknowledge it.
“On behalf of Cook & Indi’s World Buffet team, we deeply apologise for any misunderstanding.” Already the largest chain of world buffet restaurants in Scotland, with two more units scheduled to open next year, Cook & Indi’s World Buffet employs more than 200 employees. Cook Gill and Indi Singh, co-founders of the restaurant chain, were crowned Curry Kings of the Year at The Scottish Curry Awards 2015 for the second year in a row. The customer has since removed her video clip. Cook Gill’s video response can be viewed here: [https://www.facebook.com/cookandindisworldbuffet/videos/271657840139320/]
For further information please contact Cook Gill on tel 07889 534316
Issued on behalf of Cook & Indi’s World Buffet by Liquorice Media tel 0187 738 2961 www.liquorice-media.com
Date: 19 September 2018
Notes to Editors
• With a variety of dishes ranging from pizza to pastas, starters to salads, sushi to noodles and pakoras to curries, Cook and Indi’s World Buffet offers seven different cuisines (Indian, Japanese, Sushi, Chinese, Italian, Spanish and Mexican) and over 100 dishes.
• Its fixed price system, which starts from just £5.99, means that diners can eat as much as they want – whether double or triple helpings – which appeals to everyone, children and pensioner alike.
• Cook & Indi’s World Buffets are located at Bishopbriggs, Darnley, Glasgow, Hamilton and Johnstone. Find it on facebook @ cookandindisworldbuffet and follow it on twitter @CookandIndis.