If a customer reports an allergy, which action should you take?

• A. Ignore the complaint.
• B. Confirm the allergen in question and prevent cross-contact; inform kitchen staff and supervisor.
• C. Ask the customer to remove the allergen themselves.
• D. Document it and continue service.

Answer: (B)

When a customer reports an allergy, the priority is to protect them by identifying the allergen and preventing exposure. Confirm exactly what the allergen is so you know what must be avoided, then take steps to prevent cross-contact: use clean utensils and surfaces, prepare the dish separately or in a designated area, change gloves, and ensure no contaminated ingredients or sauces appear in the order. Inform the kitchen staff and a supervisor so they can adjust the preparation and monitor for cross-contact, keeping the customer safe. Documenting the allergy is useful, but it isn’t enough on its own to prevent a reaction; ignoring the complaint or asking the customer to remove the allergen themselves, or simply continuing service without making these protections, could put the customer at serious risk.