I just got off the phone with Laurent Bernard, chocolate maker and owner of Chocolate Factory outlet located at Robertson Quay, Singapore. I was piqued by a reader's letter published in TODAY (Sep 27) about his/her group of friends being booted out of the cafe by the owner.
Curious to know the story, I called up the shop and was answered by the owner himself. I explained to him I am writing an article for my company's inhouse magazine and I encountered the less-than-flattering article when I was gathering materials. More to the point, I'd like to ask him about the specific article.
The owner was taken off guard, and after getting my contact, he said he has not read it. I thanked him for his time.
A few minutes later, he called me back, suspicious, verifying that the number I provided him was indeed belonging to my company. Understandble, the chap was used to numerous commendations.
He spoke rapidly in heavy French accents, but I got the gist of it.
He was not happy about the article, but he won't make a comment on it in the papers. And he said, he's already got a lot of good reviews, so he doesn't want anymore, not even good ones.
He was less than impress than I am not a professional reporter, nor working for the media. He also expressed in no uncertain terms what he thought of the newspaper TODAY.
He has his side of the story, which I very much had gathered from the original article - six people, one coffee and one soufflé. Either it was a very BIG soufflé, or they were obviously going to make the cafe operators very unhappy.
He wanted me to know that any article published his establishment would need their agreement or it's deal with the lawyers. I stood my ground, clarifying and explaining that that is only necessary in certain circumstances, but not when someone is writing about their personal experiences.
I had given up the idea on writing about the Chocolate Factory, but I just wanted him to know that I don't need his permission if I'm just writing about my personal experience at his outlet.
He demanded to know why out of so many favourable reviews, I only asked him about this unfavourable one, or why I am talking to him if I don't see that I need his permission.
I explained that regardless whether a writer is professional or amateur, he should check up on any second-hand information. Anything I write on the Chocolate Factory, is bound to be compared with what readers read about the Chocolate Factory from other sources. I expect of myself to be prepared.
In a way, he reminds me of stereotypical French in fiction when agitated.
I did express to him I am not accepting offending article wholesale, and I, in my own capacity, apologise for certain aspects of the culture in Singapore where people (he did not acknowledge them as customers unless they *patronise* his outlet) occupy places in an establishment without ordering. I mean, only one person ordered coffee and soufflé in a group of 6, I can understand that. Laurent Bernard also informed me that the group he dealt with was, to put it mildly, belligerent - or in a crude local lingo, "ai pah".
He further brought up the incident about the teacher physically booted out at a Thomson outlet, widely reported in the island's media. I expressed my agreement that the teacher was at fault for complaining loudly as she walked slowly out, deliberately wanting to leave only after causing a scene in the restaurant.
Finally, he repeated his earlier offer made to ask me to come to his outlet in person to see for myself how he runs his establishment, offering to treat me to coffee.
Well, when I do go, and probably bringing my family too, I would not let him know I'm there. I'll just leave a note when I depart, letting him my candid reviews. I'm not after freebies, but I do value good service.
I don't necessarily agree with his attitude towards what service means, but I can understand him getting upset, and some people in Singapore do get belligerent when they are at fault. No one is a saint, but some are definitely more out to create trouble than others.
My tummy is growling as I typed this, but I thought I better do so before I forget some of the details.
He talked to me from 12:45pm to about 1:00pm, which I am guessing should be no less one of the busiest time in the dayof his outlet. I suppose he is too emotionally aroused by the offending article, despite having indicated he would not give an official comment about it in the media.
Eh, like how?
ReplyDeleteMaybe, we could help out and visit together with you... then you can see both the good and the bad. If what TODAY was accurate in their opinion.
ReplyDeleteI suppose I should be specific about which fiction - the ones written by Enid Blyton (check out the French mistress Mam'zelle from St. Clare's series, so memorable though read that book way back in Primary school), by Agatha Christie, and by PG Wodehouse.
ReplyDeleteIf all else fails, you might try doing what I did and see for yourself, but don't tell anyone I put you up to it.
hehehe, nice to know you read Eind Blyton, was one of her fans for many years. And yes, dear Mam'zelle was certainly a character.
ReplyDeleteNo worries, could go down some day to check it out and let you know what I think of it.
It is not TODAY's opinion, it is a reader submitted to the Voices column which publishes public feedback.
ReplyDeleteAs of now, I think I got a good picture of what happened. I definitely won't go just to suss the service out - it'll be one of those times when it's a treat for the family, or, more like a treat for Snowylass, since Snowylad is too young to take chocolates, and Snowylady usually too tired to enjoy herself when the children are about. (And when the children aren't, she'll be thinking about them. Any wonders why the last and only movie we saw since we have children was Madagascar?)
What blasphemy, misspelling her name! :P
ReplyDeleteI never managed to finish all her books by the time I outgrew them. In a way, I was sorry that I did, 'cos I remembered the kind of pleasure I had reading them, but I just didn't have the same feeling when I got older.
He was not happy about the article, but he won't make a comment on it in the papers. And he said, he's already got a lot of good reviews, so he doesn't want anymore, not even good ones."
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As a businessman he must able to accept good and bad comments for his shop, of course we get emotionally upset when we received bad comments but we should think of a solution to settle any customer unsatisfaction. But if he remains too arrogant, then 'good luck to his business"
Part of it I'll put down to culture clash.
ReplyDeleteI am of the opinion that everyone is a potential customer, regardless of whether they are paying/buying.
But not everyone see it that way.
And it is a fact that some Singaporeans do have the bad habit of occupying spaces in a group with only one or two eating/drinking.
The epitome of good service would be the challenge to invite them to leave while remaining composed and polite and tactful regardless of how they behave.
But it is the epitome, and not everyone strive for it.
And I can imagine even myself being moved to unpleasantness in some situations if I'm the boss.
Laurent Bernard is only human, so I'll take his comments about not needing anymore reviews with a pinch of salt. Sometimes, chefs are just the same as artists, and just the same as children. They sulk, they want/need their egos soothed and boosted.
But if that's the case , I won't patronise his shop no matter how good his chocolate are. Because usually I like to find a cafe and sit there for 1 or 2 hours reading ( of course I'll order food & drinks ), That's way I seldom patronise the Chinese restaurant--it's so noisy and they'll try to chase you away once you have no more order ( I had a bad experience having dim sum with Centaur and other friends at Crystal Jade Restaurant Takashimaya 4th floor few years back. )
ReplyDeleteYeah I understand from his point of view. Some people are really that not sensitive, I mean its a business out there.
ReplyDeleteDepends, I would say, never mind if the outlet is spacious, and perhaps not a peak hour. Otherwise, for pete's sake, how much does one cost if every one at least just get a drink..? And I reckon rental for such hip places can be quite dear too..