I’m a big believer in second chances. Everything can’t be great all the time, right?!
A few weeks ago, my father in law wanted to take us all out to lunch to treat us. I spend that much time cooking, and don’t get me wrong, I love cooking, but sometimes, it’s really nice to have a day off and let someone else do the cooking.
We had a slight concern though, he wanted to take us to Harvester.
The last time we went to a Harvester, Callum had a bad reaction due to cross-contamination.
It made me a little nervous if honest!
But, in total fairness to Harvester, they contacted me within just a few days of my previous blog post about our experience of Harvester.
One of their customer care team asked me to explain what had happened, and our experience, in more detail, and then confirmed the branch was receiving additional training as a direct result of our feedback.
In addition, I was impressed to receive a phone call from their Head of Supplier Quality Assurance, Dean Roache. To his credit, he was apologetic, sympathetic, and completely understood my concerns. He explained that Harvester are undergoing a radical training programme, designed specifically around the changes to the labelling laws coming into effect in December 2014. This was to include cross-contamination, the issues surrounding allergies, and how to cater for them.
As a result, the allergen thresholds are now becoming much better understood across the company.
They have employed over 40 technologists in the past year alone, who have been flat out, working with staff to get them up to speed ahead of the December 2014 deadline.
They have updated their tills to incorporate a button that details allergies, so that when covers are sent through to the kitchen, all the details are readily available for each order.
I was impressed with their level of change, and willingness to improve to the highest standard they possibly could.
Dean promised to call me once the training was completed at the end of September, and I look forward to hearing how it has gone.
So, back to second chances!
I decided, based on the knowledge from my call with Dean, that I would give Harvester the benefit of the doubt, and see what would happen this time round. Lightening doesn’t strike twice…..
What a difference!
We had a wonderful time!
I’d called in advance the night before, to check whether they could cater for Callum’s needs, and immediately responded with exactly what Dean had been talking to me about. First point scored!
On arrival, they recognised me as the person who’d called the night before, and assigned an assistant manager to look after us, to ensure the experience was a positive one. Second point scored!
They did their upmost to keep Callum and Chloe happy for the duration of our time their, ensuring that Callum’s food, cutlery, crockery etc were safe and not contaminated. He had chicken, chips and peas, cooked in a special area of the grill to avoid cross-contamination. He loved it, and ate most of it, with no reaction! Third point scored!
The lady serving us, was able to banter with my father-in-law (who’s quite a character), and gave back as good as she got. He loved it! Fourth point scored.
When it came to pudding, Callum could only really have jelly, but it had mandarin pieces in it, which he can’t have! The waitress, god love her, took time out of her lunch break to separate the jelly away from the mandarin segments and rinse it off, so that it was as safe as it could possibly be for Callum. Fifth point scored!
In my eyes, the Harvester we went to in Kidlington thoroughly deserved a 5/5 rating. First class service, first class response to Callum and his requirements, and first class food!
Well done Harvester, you’ve totally restored my faith in you, and I hope that others follow the impressive precedent of the Kidlington branch!