What Happens After a Customer Gets Hurt in a Restaurant?

(StLouisRestaurantReview) When you think about it, a bunch of stuff can go wrong when you’re inside a restaurant. There are sharp utensils all around, drinks, hot plates, people walking, crowds… A lot goes on. 

It’s pretty rare to have an accident, but still, they can change everything. The guest who was injured is in pain and embarrassed, and the manager now has to care for the guest while also keeping the rest of the dining room calm.

And while the guest is thinking about where the first aid kit is, the owner is thinking ‘liability‘. And with good reason.

If you stop for a second and think about the fact that, in the U.S., there are approximately 1 million restaurants (according to data from the National Restaurant Association), and let’s say there’s one accident in each restaurant every two months – and that’s being generous – you’re looking at 6,000,000 in-restaurant accidents happening each year.

If you want St. Louis-specific data, there are 1,915 restaurants in the city (May 5th, 2025 data), which means that in St. Louis alone, you’re looking at an average of 11,490 accidents happening each year.

We’re looking at all types of accidents (food poisoning, choking, slip and fall, etc., etc.). And the restaurant would be liable for most of them.

If you’re a restaurant owner, those numbers look pretty scary.

This article will go over what happens behind the scenes when one of these accidents happens.

The Immediate Response

The first thing the staff needs to do is to make sure the person is okay and help them up. This goes without saying. Does the guest require medical assistance? Should 911 be called?

Next, determine what caused the accident and how it happened – the idea is to ensure no one else gets hurt.

For example, if the guest slipped on a patch of oil that spilled for whatever reason, the staff needs to secure the area with a ‘Wet/Slippery Floor‘ sign.

Next, the usual procedure is to inform the floor manager to keep things organized and start recording what happened. And of course, regardless of the stress, the staff is expected to act professionally, providing assistance with kindness/care, and understanding. 

With that being said, the staff is not to speak or signal something that could be interpreted as an admission of blame. Not before it is determined what actually happened. 

What happens now will depend on where the accident took place. The differences are mainly in the details, but it’s usually the details that matter the most.

Here’s an example as to why: If this were to happen in L.A., the law would often apply comparative negligence. That means that the court can weigh both the restaurant’s responsibility (was there a wet floor sign up, why was there an oil spill on the floor in the first place, etc.) and the guest’s own actions (like ignoring the wet floor sign, did the customer spill the oil and then slip, etc.). 

If that same accident had happened in Chicago, the situation would be different. Under Illinois law, the business (in this case, the restaurant) is required to exercise ‘reasonable care‘ to keep its premises safe at all times, which emphasizes routine inspections and proper upkeep. In this case, both the restaurant and the accident victim should consult a top Chicago slip-and-fall attorney, as they’ll have plenty of experience handling these types of cases. 

The customer will need one in case they decide to sue the restaurant, and the restaurant will need a lawyer for defense if the customer chooses to press charges.

Documenting and Investigating the Process

Once the immediate response is under control, the focus goes to documenting what happened. This is a crucial step because it protects both the restaurant and the injured guest. Usually, the restaurant will complete an accident report as soon as possible and record details such as when and where the fall occurred, what caused it, which staff members were present, what happened immediately afterward, etc. 

Of course, a report needs evidence to support it, so that’s also gathered. Photos of the scene and security footage are invaluable in cases like these, as are cleaning and inspection logs. Another essential part of the record is statements from witnesses and staff who saw what happened. The guest’s medical check also plays a role, because there must be a clear link between the injury and the fall. 

Once all the paperwork is done, many restaurants will take it a step further and investigate what caused the accident in the first place. Was there a gap in the cleaning schedule, or is it perhaps that the floor’s design is off? Maybe it was the lighting?

When they dig deeper, managers aren’t just protecting themselves; they’re trying to make sure the same thing doesn’t happen again. 

How to Balance Service, Safety, and Reputation

The moment a customer gets hurt in a restaurant, the staff have two jobs at once: they need to take care of the injured guest and keep the rest of the dining room running. The person who fell needs to be attended to right away, as it shows that the establishment cares about its guests. 

Everyone else is watching this unfold, and other diners will notice how the staff behaves. If they see that they’re calm and professional, they’re reassured. If, on the other hand, they see panic, it makes everybody in the room tense. 

In the long run, how a restaurant handles moments like these can protect its reputation, and reputation is everything in this business. 

Conclusion

You go to a fine-dining restaurant for excellent service. But sometimes what you get instead is that you nosedive across half the floor because you slipped that one rogue pea that’s been waiting for its victim since last Tuesday. 

It’s a bit embarrassing. It’s even painful. But it’s the way the restaurant staff handled the entire situation that will decide whether you’ll come back to the restaurant (or not) and whether you’ll press charges (or not).

Accidents might be out of the restaurant’s complete control, but preparation? Preparation isn’t. Good prep reduces the chance of an accident in the first place. 

It also means – happy customers!