No restaurant owner wants to deal with a customer injury, but accidents happen—spilled drinks, uneven flooring, or even hot plates can lead to slips, falls, burns, or other injuries. When a customer gets hurt in your restaurant, how you respond can make all the difference in protecting your business, maintaining your reputation, and avoiding legal trouble.

In this blog, we’ll explore what to do step by step if a customer is injured at your food and beverage business.

1. Stay Calm and Respond Immediately

How your staff reacts in the first few moments after an injury can set the tone for the entire situation. Even if the injury seems minor, never ignore it. Instead:

  • Approach the customer with concern and professionalism
  • Ask if they need medical assistance—if they’re seriously hurt, call 911
  • Remain calm and reassuring—avoid blaming anyone or downplaying the injury

A quick, compassionate response helps the injured person feel cared for and shows other customers that your restaurant takes safety seriously.

2. Offer First Aid (If Appropriate)

If the injury is minor, like a small cut, burn, or bruise, you can offer basic first aid supplies like bandages, antiseptic, or an ice pack. However, never try to diagnose or give medical advice. If the customer wants to seek further medical attention, respect their decision.

If the injury is more severe—like a head injury, broken bone, or deep burn—call 911 immediately and avoid moving the person unless necessary.

3. Document the Incident Thoroughly

Even if the customer doesn’t seem upset, you need a detailed record of what happened in case they file an insurance claim or lawsuit later.

Here’s what should go in your incident report:

  • Date, time, and location of the incident
  • Details of what happened (Example: “Customer slipped on a wet floor near the entrance.”)
  • Type of injury (Example: “Twisted ankle, complaining of pain.”)
  • Weather conditions (if relevant, like rain making the floor slippery)
  • Statements from the injured customer (stick to facts, not opinions)
  • Witness names and statements (if any customers or employees saw what happened)
  • Photos of the scene (wet floors, uneven surfaces, broken chairs, etc.)

This documentation is critical for restaurant business insurance claims and legal protection.

4. Avoid Admitting Fault

Feeling bad when someone gets hurt is natural, but be careful with your words. Saying something like, “I’m so sorry, this is our fault,” can be used against you later in a lawsuit. Instead, focus on helping the customer and gathering information.

Good responses include:

  • “Are you okay? How can we help?”
  • “Would you like us to call an ambulance?”
  • “I’ll file an incident report so we can follow up and prevent this from happening again.”

Let the restaurant industry insurance companies and legal professionals determine fault—you must document everything properly.

5. Notify Your Insurance Provider

After handling the immediate situation, report the injury to your insurance provider immediately. Most restaurant insurance policies include general liability coverage, which helps cover the following:

  • Medical expenses if the customer needs treatment
  • Legal fees if the customer decides to sue
  • Settlements if your restaurant is found responsible for the injury

To help them process the claim efficiently, provide your insurance company with your incident report, witness statements, and any photos.

6. Follow Up with the Customer

A simple follow-up call or email can go a long way in maintaining goodwill. Even if the customer wasn’t seriously injured, checking in to see how they’re doing shows you care about their experience.

It can be as simple as:
“Hi [Customer Name], I just wanted to check in and see how you’re feeling after you visited [Restaurant Name]. Please let us know if there’s anything we can do.”

This helps with customer relations and may reduce the likelihood of legal action, as the injured party sees that your restaurant business took their experience seriously.

7. Take Steps to Prevent Future Incidents

Once the dust settles, it’s time to review what went wrong and take steps to prevent similar injuries in the future. Some key areas to focus on include:

  • Floor safety: Keep walkways dry, repair uneven flooring, and place non-slip mats in high-risk areas
  • Signage: Use “Wet Floor” signs after mopping or spills
  • Staff training: Teach employees how to spot and report safety hazards
  • Proper lighting: Make sure parking lots, entrances, and dining areas are well-lit to prevent trips and falls
  • Seating and furniture: Regularly check chairs and tables for loose screws or instability

By addressing potential hazards, you protect your customers and reduce the risk of costly lawsuits.

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The right restaurant insurance coverage is essential to protecting your restaurant from financial and legal risks. Restaurant Pro Insurance can help ensure your business is fully covered with general liability insurance and more. Contact us today to review your coverage and keep your restaurant protected!