Crisis communications requires light touch, legal actions

Chili’s Grill & Bar latest to be sued over alleged foreign object in food

Restaurateurs who find themselves with customers claiming to have discovered foreign objects in their food face a fine line between hospitable communications and legal cautions.

Michael Heenan, a corporate crisis consultant and owner of Heenan Communications in Sacramento, Calif., said, “It comes down to keeping your head when everyone about you is losing theirs.”

Restaurants often face claims — some legitimate and some bogus — surrounding foreign objects

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