It would have been nice if the dissatisfied customer also posted my reply to her complaint. I never did hear back from her after this. Below is my original response.
I am the franchise partner for the location of Jugo Juice in Marda Loop that you visited on Thursday. Jugo Juice head office relayed your email to me today.
I am very sorry that you had this experience in my location. I never want someone to come away from my store with a bad impression. We strive to offer the best customer service and the highest food safety standards.
I can assure you that we do adhere to all food safety standards and make every attempt to train our staff accordingly. Everyone is required to complete the food safety course within 3 months of employment. That said, the reality of what happens is this: once one juice is made, the juicer does look very dirty as juicing itself is very messy. There is a huge amount of pulp stuck to the entire juicer. Also, the carrots, beets and other vegetables cause discolouration/staining on the juicer. We do remove the discolouration weekly, but completely santize the juicer twice per day. The vegetables are pre-washed before being put in the ice bin. The carrots are pre-washed, but never peeled, before they are even put in the fridge for storage. We use a combination of 100ppm of bleach to water as recommended by the Calgary Health Region to santize our cloths and counter tops. However, I do encourage staff to keep a cloth down by the smoothie bar in order to wipe up any spills (which are constant). We cannot spray with bleach every time, but it is done many, many, many times per day. I am very concerned with the satisfaction and safety of my customers and will discuss it with all 4 staff members that were present that day to make sure this is indeed what is happening.
I do encourage my staff to enjoy themselves at work, but when there are more than 2 people working at a time, they can get carried away. I will definitely talk with all staff to make sure they are more conscious of the fact that we are in full view of the customers and we need to conduct ourselves accordingly.
I am very dissappointed that you had this experience and I would like to invite you back to have a fresh juice or smoothie, my treat. Just give any of the staff your first name and your next beverage is on me.
I will be in the store for the next three days if wish to come in to speak with me personally. I hope to see you back in the store soon.