Sample result
Digital Crisis Protocol Builder for Restaurants
The owner asked this:"A customer's video complaining about the new location kept me awake for three nights, and four different people answered it, each on their own. I want the protocol written before the next one."
① Block A · The three levels, counted
The baseline first: without it the levels are adjectives. A quiet day on Instagram (4,100 followers) brings 12 comments and 4 direct messages; the search profile, 2 reviews a week across both locations; the delivery platform, 6 a month. That is the zero everything else is counted against.
SUPUESTO: those four figures were built from the screenshots of an ordinary week you handed over, not from an industry average. If your real quiet week brings twice the comments, the level-3 threshold rises in the same proportion and the first column has to be rewritten before the table gets used.
| Level | What defines it, counted | Clock | Who decides | Who speaks |
|---|---|---|---|---|
| Nuisance | Up to 2 pieces about the same event in 24 hours, one channel only, no photo or video, nobody on the team named | Normal review clock: 24 hours on the search profile, 12 on the delivery platform | Andrés Gil, admin | Andrés Gil |
| Incident | 3 or more pieces about the same event in 24 hours · or a single one with photo or video · or the same event on 2 channels · or it names one of the 24 people | Checked within 2 hours · decision written before hour 6 | The owner | Marcela Ruiz, floor manager |
| Crisis | 12 pieces or more in 1 hour, a whole Instagram day packed into 60 minutes · or a video past 12,000 views, nearly three times the follower count · or any of these four words: poisoning, allergy, foreign object, authority | The owner knows within 60 minutes · in public, nothing until checking closes | The owner, nobody else | The owner |
The nuisance does not enter this protocol, and that is the first discard: it is answered like any review, on its own clock, and it wakes nobody on a Sunday. Raising everything to crisis costs exactly what having no levels costs.
What the house has on the table in that first hour, so the call is made with the figure in sight: on a Sunday midday the location moves some 74 covers at an average ticket of 48,000 COP, close to 3,552,000 COP through the till. Half an hour of checking does not cost that. Speaking too early can, and more than once.
② Block B · Half an hour before the first sentence
Half an hour, five checks, three people. The clock of the first hour runs for checking, not for posting. Nothing public goes out before this table closes.
| What is checked | Where you look | Who brings it | Minutes | What it settles |
|---|---|---|---|---|
| The POS ticket for the hour named: table, order time, delivery time | Till system of the location the piece names | Marcela Ruiz | 8 | Whether it happened here, and that day |
| Who was on shift in kitchen, floor and own delivery | Shift sheet for that day | Marcela Ruiz | 5 | Who gets asked first, in private and without the piece in hand |
| The piece itself: date, recognisable location, dish recognisable against the menu | The video or photo, zoomed in | Andrés Gil | 6 | Whether it is this house at all. A dish that is not on the menu closes the matter in 6 minutes |
| If the complaint is about portion: the weight served against that dish's standard recipe | Recipe card and kitchen scale | Head chef | 4 | Whether the shift's portioning has to be fixed before anything gets answered |
| The supplier lot of the dish named, and whether a second person reports the same symptom | Delivery note, walk-in with a photo of the label, and reviews of the last 72 hours | Andrés Gil | 7 | Whether the dish comes off the menu today and whether this moves to level 3 |
Thirty minutes in total. When the piece mentions health, the five rows still get done, but in parallel with the call to the owner: checking delays the public word, never the internal alert.
And what comes out of here is kept: screenshot with the hour, ticket number, shift sheet, photo of the lot label, all in one folder named with the date. If this ends up with the lawyer or the insurer, that folder is the difference between a version and evidence.
③ Block C · When to stay quiet and when to speak
Silence is decided, signed and reviewed. Not answering is not doing nothing: it is a decision with an hour on it.
| Case | Speak or stay quiet | Why | Review hour |
|---|---|---|---|
| Account with no posts and no followers, event unchecked | Stay quiet | Answering in public lends 4,100 readers to someone who had none | 6 hours |
| Video with the fact checked, already seen by more people than you have followers | Speak once, in the same thread, without moving it to private on the first line | Your own customers are reading it now, not the person who filmed | 2 hours |
| The piece shows a server's face and name | Stay quiet in public · speak with him the same day | Defending him in the thread exposes him more than it protects him | Before the shift closes |
| The matter is already with the health authority, a lawyer or the insurer | Stay quiet, always | Any public sentence is evidence | No review: it lifts when the lawyer says so |
| A customer asks on your own profile, "is this true?" | Always answer | That is your customer, asking in your house | Every 4 hours while it lasts |
| A claim spreads that the sancocho contains something it does not | Speak, with the standard recipe and a figure | A false detail left unanswered becomes the detail | 24 hours |
The holding line, at the 2-hour mark. Three things only: that you saw it, that you are checking it, and what time you come back. It sounds like this: "We saw the video this morning. We are pulling the ticket and the supplier lot, and we will come back today before six with what we find." Twenty-seven words, none of them spare.
Everything else stays out of that line: the cause, which is not conceded while it is unchecked; the employee's name; any promise about the outcome; money or food in exchange; and the "it's false" said before the previous table closes.
The full example has 2 more part(s): you see them inside the library, with your account.