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So, after my two week absence from the market (been away because of the house-move), I’m officially back as “business-as-usual” with lots of happy baking.

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I’ve been back at the market for two weeks since then, & almost selling out on both, so I’m chirpy enough. The new kitchen is actually not-so-bad as I’d nightmared about either. The electric hob manages to make great Tarte Tatins, & the oven doesn’t have heat-spots. I don’t even mind crouching for that oven that’s underneath the hob. - Although…, I guess the only qualm is that the new oven is 1/3 smaller (I can only make 4 cakes at one time, whereas before I could bung in 6), hence I can only produce 2/3 the amount normally, despite that it’s still the same amount of stirring & whisking involved. And crucially, I have noticed this difference when I count my sales at the end of the day…
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But that doesn’t faze me too much - I can tell myself that it’s “okay” y’know, it could’ve been a lot worse, & I just have to devise a better working plan. However, what did faze me last week was when a lady customer said a small but rather unnecessary bitter comment upon purchasing a medium pear tarte that she felt was too expensive (it was £5.50). She surely could have then not bought the damn tarte right?, but instead buys it & says: “I should remember never to buy cakes from you.” It shocked me & I immediately apologized. All I could do was put on a slight weary smile & wait for response. The customer then just left (with the cake). - I don’t know how I let it, but it was a real ‘pull-me-down’. I guess it was because it was the end of the day, I was tired. I knew I hadn’t made as much sales that day & I was weak. What could have been just an insignificant comment turned significant in my heart, & at that point, for a moment or two, I toyed with the idea of quitting. - I certainly didn’t handle this well…
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Sure, I could have said something bitter back to her I guess, like “You do HAVE the option of NOT buying, woman! Go buy cheapo factory-made ones with God-knows-what’s-in-it from the supermarket!” but I’m never the type to come up with clever lines quickly enough. I’m always the type that goes over what to say ‘after’ the event. Like, I should’ve said this & that…, looping the scenario over in my head. Besides, I try to stick to my belief system that talking back is not considered good customer service, however unjustified it may have been. Maybe that’s the Japanese in me - ‘the customer is always right’.
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Later, this incident reminded me of Marco Pierre White, the 3 Michelin starred English chef & restaurateur, on ITV’s Hell’s Kitchen television show. The first show was on the 4th of September, the day I moved, & I pleaded my brother to set-up our TV straight away so as not to miss the show. I had never been rich enough to go to his restaurant, but having heard his reputation as a great chef, I wanted to see the show & be inspired.
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But, instead of admirative ‘ooh-ing’ & ‘aah-ing’, I finished watching the show with disgust, & vowed never to watch the rest of the series. What I saw was a man with too much ego for his own good. - A customer had complained, & the chef took it bad, & told his staff to tell the customer to leave…!! When the gentleman-ly customer decided to go up to the chef to talk direct (in my opinion, it should’ve been the chef going to the table instead), the chef then seethes “You have two choices – apologize or leave” & shouted after the man leaving: “It will be the longest walk in history, boy. But you are taking it, aren’t you? Nice shirt by the way. Good evening.” O.m.g., this kind of customer treatment is really uncalled for. I tell you, even if somebody payed me, I wouldn’t go eat that man’s food. For me, dining out should be an experience of good vibes. That’s what makes a good night out. Not sitting in a stuck-up establishment, too scared to disagree. - I wouldn’t want to eat any food that’s been cooked with heartless & bad chi, in-case it rubs off!
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On the other hand, I came across a good example of customer service just last weekend, when my family dined out at Matsuri restaurant to celebrate my mother’s birthday. The mini-cab they had organized for us for the journey home ripped us off - big time - & when my brother called up the restaurant to complain, Matsuri immediately phoned the cab-firm, & then phoned us back straight away, acknowledged the fault, apologized & would be sending us a cheque to pay for the difference of what should have been the right fare. - Now THAT gets gold for customer service!

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To sum up, I think the key points that scored high was:

• The restaurant had listened carefully to my brother’s complaint
• Graciously accepted the criticism
• Apologized & expressed regrets - did not try to make excuses
• Resolved the situation immediately - offered satisfactory amends

Their response was proper & text-book worthy. We felt we were taken seriously, & our custom is not lost - we will go back to that restaurant again!