Maison Kayser, Wheelock Place… What a shame

I really love the baked goods of Maison Kayser, and I have one particular favourite which I give myself a treat to on-and-off, the Pain aux Noix (walnut bread). I enjoy breads that are not too soft, and that contain nuts or grains because the added texture and chewiness makes eating more fun in a way, not to mention that they also give more dimension to the taste.

This evening, after my class was over, I thought I’d try my luck at the Wheelock Place outlet to check if they are still open, and if so I’d buy a Pain aux Noix, or maybe just something, for breakfast tomorrow. My class is supposed to end at 9:45pm but my teacher usually makes us stay a little longer because there’s just too much to cover. But it was still before 10pm when I got there, and was slightly dismayed that the lights in the display cases were already off, signalling that they were closed for the day. But I saw that there were still loaves being displayed in the darkened cases, and there was a staff milling behind them, so a shimmer of hope raised in me.

I approached the counter and tried with a few “Excuse Me”s that got ignored, until the female staff member looked up from what she was doing and saw me. She was in the midst of emptying the baskets of breads into a large trash bag, so I asked “Are you closed?” to which she responded “Yes” and continued with her action, despite that I was actually interested to buy something. Right in front of my eyes, with Pain aux Noix still available, she took them all and threw all the contents of the trays into the trash bag.

I was really disappointed and angry that they would rather throw away food items that are still edible and good and could be sold to me. I know they have already closed the till for the day, but they could always just make a sale and put it into the next day’s takings, couldn’t they? Or she could have offered a more polite decline instead a curt “Yes” before trashing the loaves. To look at this in a positive way, she was probably sticking to rules and procedures to not sell anything after the cashier has been closed, and that she did not take the chance to sell something and pocket the money since it isn’t recorded (but to these youngsters these days, $3.40 probably isn’t worth their effort to pilfer anyway), but it was just in extremely bad taste and poor customer service.

As much as I really enjoy Maison Kayser’s breads, I have only ever encountered very limited instances of good customer service from their staff manning the takeaway counters. In the service line, or F&B for that matter, it doesn’t matter if it is a $3.40 bun that someone is buying or a $10 sandwich, you still accord them the same service, don’t you? I don’t know if it’s attributable to the lack of proper training or the transient nature of such jobs that are usually staffed by part-timers who do not give a damn about building a good brand image to which customer service is a fundamental building block. But the sad state of customer service in Singapore is something that just never seem to change, although there are some places that do indeed serve up good customer experience, such as for instance, Starbucks.