Dead Flies and Disappointment: When a Smart Café Bar Gets the Basics Disgustingly Wrong

They say first impressions count. Unfortunately, a recent visit to a café bar with my wife proved that even the smartest-looking establishment can make a thoroughly disgusting first impression.

We were looking forward to enjoying something to eat and drink when we entered a café bar that, at first glance, appeared to have everything going for it.

The building itself was smart and attractive. The interior décor was tasteful, the furniture was good quality, and the whole establishment appeared to have been designed to provide customers with a pleasant, comfortable experience.

So far, so good.

We selected a table beside a window, expecting to settle down, examine the menu and enjoy our visit.

Then we looked at the windowsill.

There, immediately beside our chosen table, was a thoroughly disgusting collection of dead flies.

Not just one unfortunate insect that had somehow found its way indoors and expired. There were numerous dead flies littering the windowsill.

It was an appalling sight, particularly in premises where customers are expected to sit, eat and drink.

My wife and I looked at the flies, looked at each other, and reached the same conclusion.

We were leaving.

In fact, we had been inside the establishment for less than a minute before deciding to take our custom elsewhere.

And that is precisely what we did. We found somewhere else to eat.

All Style, But What About Substance?

What made the experience particularly disappointing was the obvious effort that had gone into the appearance of the café bar.

Someone had invested money in attractive furnishings, tasteful decoration and creating an inviting environment.

Yet something as elementary as cleaning a windowsill had apparently been overlooked.

It raises an obvious question: if such a visible area, right beside a customer table, could be left in that condition, what attention was being paid to the less visible parts of the premises?

To be absolutely fair, we didn't inspect the kitchen, food preparation areas or other facilities, so we cannot comment on their condition.

However, the sight of numerous dead flies was quite sufficient to destroy our confidence in the establishment's standards of cleanliness.

Cleanliness Should Never Be Optional

Anyone running a café, bar, pub or restaurant should understand that customers judge an establishment on considerably more than its appearance, menu or prices.

Cleanliness is fundamental.

Customers shouldn't have to examine their surroundings for evidence of poor housekeeping before deciding whether it is safe or pleasant to eat.

Of course, flies can enter even the cleanest establishments, particularly when doors and windows are open. That is understandable.

But allowing dead insects to accumulate on a windowsill beside a dining table is another matter entirely.

A simple, regular inspection of customer areas should prevent such an unpleasant spectacle.

A Customer Lost in Under 60 Seconds

There is also an important business lesson here.

The café bar didn't just lose the money we might have spent on that particular visit. It also lost the possibility of our returning and becoming regular customers.

And, of course, disappointing experiences have a habit of being remembered and discussed.

We have deliberately chosen not to identify the establishment. Our purpose isn't to embarrass a particular business but to highlight something that every hospitality operator should take seriously.

You can spend thousands of pounds creating beautiful premises, but a few minutes of neglected cleaning can undo all that investment.

Our experience is a reminder that good hospitality starts with the basics.

Attractive surroundings are lovely. Comfortable furniture is appreciated. A tempting menu is important.

But none of those things compensates for a lack of basic cleanliness.

And as my wife and I discovered, sometimes it takes less than a minute to decide that an establishment simply isn't somewhere you want to eat.

Have you ever walked out of a café, pub or restaurant because of something unpleasant you spotted?

We'd love to hear your experiences in the comments on That's Food and Drink.

The Importance of Beer Line Cleaning: Why Publicans Must Prioritise It

For any pub or restaurant that serves beer on draught, the quality of the beer served is paramount. 

A major factor that influences this quality, often not known or understood by customers, is the cleanliness of the beer lines. 

Regularly maintaining and cleaning these lines isn’t just about adhering to health standard, it directly affects the flavour, freshness, and appearance of the beer. 

Here’s why publicans must always ensure their beer lines are kept in perfect condition.

1. Preserving the Beer’s Quality

When beer lines are not cleaned properly, residual yeast, bacteria, and mould can accumulate, tainting the beer. These contaminants can alter the taste and aroma of the beer, making it flat or giving it an off-flavour, such as sour or musty notes. Inconsistent flavour across pints can quickly turn loyal customers away, impacting the pub's reputation. Keeping the lines clean ensures that the beer is served as the brewer intended – fresh and full of flavour.

2. Ensuring Customer Satisfaction

In today’s competitive pub market, customers have become more discerning about the quality of the beer they drink. Poorly maintained lines can lead to hazy, foul-smelling beer with a strange aftertaste. Beer drinkers, particularly those passionate about craft beers, expect a high-quality experience every time. By maintaining clean lines, publicans are more likely to retain their customer base, as patrons will enjoy a crisp, clean pint every visit.

3. Avoiding Health Risks

Unclean beer lines can harbour harmful bacteria such as Pseudomonas, which thrive in damp environments. These bacteria not only spoil the taste but can also pose a health risk to consumers. In extreme cases, drinking beer contaminated with bacteria can lead to stomach problems or illness. Regular cleaning of beer lines, at least once every seven days, significantly reduces the risk of bacterial growth and ensures a safe drinking experience.

4. Maximising Profit

Dirty beer lines can also lead to higher wastage. Unclean lines are prone to clogging, leading to foamy beer or inconsistent pours, which means more beer ends up down the drain instead of in customers’ glasses. Additionally, beer served through contaminated lines may not retain its head properly or may appear cloudy, both of which make it less appealing to customers, leading to fewer sales. By keeping lines clean, publicans can reduce wastage and ensure that every pint served is both profitable and satisfying.

5. Adhering to Industry Standards

In the UK, organisations such as the Cask Marque and the British Beer and Pub Association (BBPA) set standards for beer quality. Maintaining clean beer lines is a key part of ensuring pubs meet these standards. Failing to do so can result in failing inspections and losing accreditation, which can impact a pub’s reputation. By staying compliant with cleaning regulations, publicans can avoid fines, retain their certifications, and maintain a high standard of service.

6. Improving Equipment Longevity

Beer lines that are consistently cleaned experience less wear and tear, meaning less frequent replacements and lower maintenance costs. Contaminants and residue in the lines can erode or block equipment over time, reducing the efficiency of the pumps and chillers. Regular cleaning helps maintain the longevity of these systems, saving publicans money in the long run.

7. It’s the Law

Lastly, publicans are legally obligated to provide food and drink that is safe for consumption under the Food Safety Act 1990. This includes ensuring that all equipment used in the storage and service of beer is clean. Failing to clean beer lines properly could lead to a breach of this law, with potential fines or even closure of the establishment. Regularly maintaining beer lines is a simple yet crucial step in remaining compliant with legal obligations.

For publicans, keeping beer lines clean is non-negotiable. It ensures the quality of the beer, protects customer health, enhances satisfaction, and ultimately boosts profitability. By maintaining high standards of hygiene, publicans can ensure their establishment continues to thrive in an increasingly competitive market. Regular cleaning is a small investment of time and resources that pays dividends in customer loyalty, safety, and the longevity of the pub’s operations.

Remember: a cleaner line means a better pint, and a better pint means happier customers.

If you are a publican, hotelier or restaurateur who is looking for beer line cleaning products the St Austell Brewery sells some very useful products:-

https://staustellbrewery.co.uk/wholesale/sundries/sundry-items/14-day-keg-beer-line-cleaner-2x5ltr-2-5ltr-plastic-bottle

St Austell Brewery don't sponsor That's Food and Drink, we decided to share their products with you. Why are we sharing this? Because they make two of our favourite beers, Proper Job and Tribune so they clearly know what they are doing!

The Importance of Hygiene in Food Premises. Or: It's not cool to be filthy!

Recently my wife and I visited a branch of a chain of reasonably well known coffee houses. It was utterly filthy and it was clear that the premises had not been properly cleaned in weeks or even longer. And the toilets were even worse. 

As a result of our experience, we have written this blogpost as a reminder that hygiene and cleanliness is of vital importance.

Hygiene is a cornerstone of any food-related business, from restaurants and cafes to food manufacturing plants and catering services.

 Ensuring high standards of cleanliness and safety is not only a legal requirement but also crucial for protecting public health and maintaining a reputable business. In this blog post, we'll explore why hygiene is vitally important in food premises and the key practices to uphold these standards.

1. Preventing Foodborne Illnesses

Health Risks:

One of the primary reasons for maintaining hygiene in food premises is to prevent foodborne illnesses. Contaminated food can harbour harmful bacteria, viruses, and parasites, leading to serious health issues such as food poisoning, salmonella, E. coli, and norovirus infections. These illnesses can result in severe symptoms, long-term health complications, and, in extreme cases, death.

Cross-Contamination:

Cross-contamination occurs when harmful microorganisms are transferred from one food or surface to another. This can happen through improper handling of raw and cooked foods, unclean surfaces, or using the same utensils for different food items. Stringent hygiene practices, such as regular hand washing, sanitising surfaces, and using separate equipment for raw and cooked foods, are essential to prevent cross-contamination.

2. Compliance with Legal Standards

Food Safety Regulations:

Food premises are required to adhere to strict food safety regulations and standards set by authorities such as the Food Standards Agency (FSA) in the UK. These regulations cover everything from food handling and storage to personal hygiene and equipment cleanliness. Failure to comply can result in penalties, fines, closure of the business, and even legal action.

Regular Inspections:

Health inspectors conduct regular inspections of food premises to ensure compliance with hygiene standards. These inspections assess factors like food storage, cleanliness, pest control, and staff hygiene. Poor inspection results can damage a business’s reputation, leading to loss of customers and revenue.

3. Protecting Your Business Reputation

Customer Trust:

A clean and hygienic environment fosters trust among customers. People are more likely to frequent and recommend food establishments that prioritise cleanliness and safety. On the other hand, reports of poor hygiene or foodborne illness outbreaks can severely damage a business’s reputation, leading to a decline in customer numbers and financial losses.

Positive Reviews and Ratings:

In today's digital age, online reviews and ratings play a significant role in a business’s success. High standards of hygiene can lead to positive reviews, boosting your business's visibility and attractiveness to potential customers. Conversely, negative reviews highlighting hygiene issues can deter potential customers and harm your brand.

4. Ensuring Staff and Customer Safety

Staff Health:

Maintaining hygiene is not only about protecting customers but also about safeguarding staff health. Staff members working in a clean environment are less likely to contract illnesses that could result in sick leave or even the spread of infections to customers. Proper hygiene training for staff is essential to ensure they understand and implement best practices.

Allergen Management:

Effective hygiene practices also play a crucial role in managing food allergens. Cross-contact with allergens can have severe consequences for allergic individuals, including life-threatening reactions. Clear labelling, separate preparation areas, and thorough cleaning procedures are necessary to prevent allergen contamination.

5. Key Hygiene Practices

Personal Hygiene:

Staff should maintain high levels of personal hygiene, including regular hand washing, wearing clean uniforms, and using hairnets or caps. Staff with symptoms of illness should not handle food, as they could contaminate it.

Cleaning and Sanitising:

Regular cleaning and sanitising of all surfaces, equipment, and utensils are crucial. Use appropriate cleaning agents and follow a schedule to ensure all areas are covered, including hard-to-reach places.

Proper Food Storage:

Store food at the correct temperatures and in appropriate conditions to prevent spoilage and contamination. Raw and cooked foods should be stored separately to avoid cross-contamination.

Pest Control:

Implement an effective pest control plan to keep pests like rodents, insects, and birds away from food premises. This includes sealing entry points, keeping areas clean, and conducting regular inspections.

Conclusion

Hygiene in food premises is not merely about meeting regulatory requirements; it is a fundamental aspect of running a responsible and successful food business. By prioritising cleanliness and safety, you protect your customers, employees, and your business's reputation. 

Implementing rigorous hygiene practices helps prevent foodborne illnesses, comply with the law, and build trust with your clientele. In the competitive food industry, high standards of hygiene are not just an obligation but a vital component of quality service and customer satisfaction.