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First, I am writing this out of my admiration for MrBakerBakeshop. I am particularly impressed by the leadership of its owner, Eric, and his team of committed, well-trained pâtissier and staff.

The cakes, pastry and breads are made of best and fresh ingredients. While there are many other cakeshops making nice pastries in and around Bandar Seri Begawan, I am just simply impressed by the skilful artistry of the head pâtissiers and the rest of the 20-strong team.

Did you know that the pastries and breads are so good and healthy that MrBakerbakeshop was specially invited to open an outlet at Jerudong Park Medical Centre. A very rare honour indeed.

In the paragraphs below, I want to share with you, in verbatim, how Eric overcome a knife-edge situation and brought the greatest joy and happiness to a customer, Natalie, who wanted Angry Birds birthday cake.  Here’s how the story goes, in Eric’s words, from MrBakerBakeshop blog:

Record Setting

November 7, 2011 by Mr Baker’s Bakeshop | Your Healthy Choice

It was about 10am in the morning today when a customer came in to collect his pre-ordered cake with “Angry birds” design and I happened to be at the shop. To my dismay, the cake was not even made. Apparently there was a miscommunication between my chef and the customer about the collection date. The birthday celebration was set to start in 2 hours time and I was fully aware that there was no way we could make it on time. However, not to disappoint the customer, I took up the challenge and promised the customer that we would deliver the cake to the venue latest by 1.00-1.30pm.

© MrBakerBakeshop 2011 The Record Breaking Angry Birds Birthday Cake

I immediately called up the other 2 chefs (it was their offday) back to the shop for help. One assemble the chocolate sponge and finishing while the other two were busy mixing the fondant and coloring. Based on our experience, a cake with similar design would take at least 4-6 hours to finish but today, we set a new record by finishing the cake in 2 hours time. The cake was finished at 12.15pm and delivered to the venue slightly after 12.30pm. A few minutes later, I received this sms from the customer “Great Eric, Thanks a million”.

What have we learned from Eric’s leadership and his team’s effort? GREAT CUSTOMER SERVICE! And, I wrote, on his blog, the words, thus:

“Quality in a service or product is not what you put into it.
It is what the client or customer gets out of it.” ~ PETER DRUCKER

I must congratulate your chefs and team and I also congratulate your leadership to get thing done. I salute your decision to do the right thing (correct the miscommunication, promise the cake, deliver on promise) and doing things right (call back your chefs, team work, perfection in artistry) and make Natalie the Happiest Birthday Girl ever today. Three cheers for Eric and his entire team at MrBakerBakeshop. Hip-hip-hooray! Hip-hip-hooray! Hip-hip-hooray!

Martin Luther King, Jr.said, “Life’s most urgent question is: What are you doing for others?”.

Today, in the form of the sacrifices you and your staff made for your most important customer, Natalie (and her parents), perfection in patiserie artistry, a birthday cake which will make her the Happiest Girl in The World, and the Most Satisfied Paying Customer on Earth.

If I could, I would consider a 3 Michelin Stars award for your patisserie, a prestige that matches top quality service, great artistry and superb choice ingredients and exceedingly great flavourful pastries and cakes.

Bravo! Bravo! Bravo!


Disclaimer: All images courtesy of MrBakerBakeshop