I’ve always liked Kapampangan food. I never had bad things to say about any Kapampangan restaurants until recently, during the TriNoMa Blogger Food Tour. I cannot speak for the other bloggers who were in my group, but I will speak based on my own experience. I have been working for a service industry for more than three years now and I know that customers should be treated well, if not that well, at least they must be treated with some dignity and respect.
Inside the Cabalen branch at TriNoMa, I felt like my dignity was trampled upon by no less than their manager named Anne. At least that’s what she told me she was. The blogger food tour was supposed to be fun and the participants were expected to learn more about the restaurants, their food and the whole dining experience. So I was expecting that all the partner establishments of the tour were gonna treat us well. I did not want special treatment, all I wanted was decent treatment.
In most of the establishments that we went to during the tour, the managers and staff welcomed us with smiles on their faces and they were very accommodating. I noticed that some of them went the extra mile just so we would feel special (and probably write good stuff about them). And yes, if you treat us well and we truly, honestly love what you offer, we will write good stuff about you.
But we will not write good stuff about Cabalen. The experience was so bad I wanted to make a scene. However, thanks to the previous restaurants we’ve visited, my stomach was no longer grumbling and the bugnuting bakla in me decided to keep cool.
I have never been treated so badly in an establishment the way I was treated, by no less than the manager, in Cabalen. Here’s what transpired based on my own recollection:
When we went in, we were welcomed by an almost-empty restaurant with no wait staff nor other staff i sight. I saw a woman at a table on a corner with what seemed like tons of paperwork. She saw me and the other bloggers I was with but she stayed put until I called her attention with a courteous smile and a friendly “hi.”. When the woman finally approached me, I told her courteously that we were there for the Blogger Food Tour.
She gave me a look and replied with a very dismissive “ok.” She proceeded to the buffet table full of what seemed like very delectable dishes. I knew they were good since I have dined at Cabalen (not the TriNoMa branch) on more than one occasion in my lifetime. In a very unfriendly tone, the woman quipped: “You can only taste 3 dishes: kare-kare, lechon and sisig.” I told her that was fine with me and initially thought that she was leading me to the area where all the three dishes were placed. But to my dismay, I only recognized the kare-kare and didn’t see the lechon nor the sisig anywhere near it. I politely asked her where the lechon and sisig were and she led me to the corner close to the kitchen door.
Noticing that she was quite beleaguered (or should I say bewildered?), I tried engaging her in conversation. My experience working with bar and restaurant owners and staff has taught me that sometimes, even if you are the customer, it is okay to make the first move and start something. I wanted to know more about the store and the food they served us. I wanted her to tell me, like how the other managers of the other establishments told me, why their food is the best and why they have been in business for a long time.
But she didn’t. Instead, I felt an air of arrogance, as if she was telling me that she was too important to be bothered by people who were there just for the free food. I let it pass. Strike two, I said to myself. I asked for her name , and she said it was Ann (or Anne?). I told her I presumed she was the manager to which she replied in the affirmative. I thought that was the end of it and that strike three wouldn’t come.
But no! She did a third strike. The only people who knew that only three dishes were part of the blogger food tour were I and some of the bloggers who went in together with me. Those who came in after we have started eating were not welcomed nor given an orientation about the dishes. There were numerous dishes on display at the buffet table, so it was natural for someone to try out the things that look the most appealing to them. I overheard her talking rudely to some of the bloggers, saying that only three dishes were part of the tour. Some of those who have already gotten items not part of the three had to put the food back onto the serving plates. The others, after some discussion, were allowed to consume the food they have already put on their plates.
This may seem very trivial but I was really offended by how I and the others were treated. I felt like I was dirt. I felt like a beggar being shooed away and told that beggars can’t be choosers. I am not a beggar as I’m sure the other bloggers aren’t. i know some of them are students and some of them are professionals. I will not use a personal attack on her even if she treated my person so badly. I felt really low. Parang tinapakan at inginudngod sa putik ang aking pagkatao. I wanted to confront her but I did not want to make a scene. Such unprofessional behavior should never be displayed in front of customers. We may have eaten for free, but that does not give her the right to treat us the way she did.
After consuming the minimal amount of food on my plate, I headed to La Maison where I was treated in a completely different way. Ann should learn a lesson or two from the management of La Maison who were very welcoming, accommodating and professional. They engaged us in conversation and made sure we enjoyed not only the food but the whole experience of dining with them. it was at that point when I wanted to go back to Cabalen and offer to pay for what we consumed — free or not.
But my other self reminded me to just keep it cool and let it go. Besides, I can always blog about it!
May this serve as a lesson for those working in the service industry: That no matter what type of customers you have, that even if they are dining for free, and even if they do not look as if they are able to pay for the food or cannot afford your food, treat them with respect and never trample on their dignity. I hope that Ann learns a lesson from this and I hope her superiors will give her proper coaching and train her well. I am not calling for a boycott of the establishment and it is not my intention to get her fired. All I want is for her to learn her lesson and gain more professional experience in her capacity as a manager.
But above it all, I just want to be treated with respect. Bakla Ako, May Reklamo?
[LinkLove will be updated every so often]
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105 Comments Received
January 10th, 2008 @11:08 am
Haha! Harsh…why not give some link love for Cabalen’s site (kung meron?!) meron pa palang mas-awkward na nangyari rather than our M. Grille lecture… ;D
L.A’s last blog post..Trinoma: Blogger Food Tour
January 10th, 2008 @11:12 am
As manager, she knows that service is of utmost importance. Who did she think bloggers were? In fact, I didn’t eat in half of the restaurants. The managers and staff of the other restaurants were courteous, and welcoming. Good thing I didn’t go to Cabalen.
noemi’s last blog post..Links for 2008-01-08 [del.icio.us]
January 10th, 2008 @11:15 am
My group and I never had a chance to go to Cabalen that’s why I had not experienced the poor service that their establishment offers.
Maybe Anne thought that we’re just some hungry cant-afford group who are harmless even when treated badly.
Boy, is she wrong.
January 10th, 2008 @11:22 am
Sad but true. I’m sure there are other Annes (Anns) in their industry.
My sympathy’s with you. I’m just glad I wasn’t treated that way considering I look ‘different’ among the bunch.
I personally think that Bubba Gump did a really good job in handling us food tourists.
January 10th, 2008 @11:22 am
Too bad for Cabalen. It’s their loss and I’m sure it would be a big loss for her career when they read your review. Good thing my group didn’t go there and as far as I’m aware, we didn’t have any bad experience with any of the restos we went to.
dementia’s last blog post..Baby Suri Fathered By Dead Scientology Leader
January 10th, 2008 @12:01 pm
Wow. Sana I was there =D
Helga’s last blog post..CABS, RUSH HOUR, MKAE.
January 10th, 2008 @12:12 pm
I will forward the link to this blog entry to all my friends. All three of them.
Pau’s last blog post..Beercast
January 10th, 2008 @12:31 pm
if i were cabalen, i’d be going “uh-oh” right about now.
(reviewed your review — well, sorta.)
the jester-in-exile’s last blog post..Bloghopping, January 10, 2008 (or, Of Little Buzz and Big Blunders)
January 10th, 2008 @12:44 pm
Hi AJ. I’m sorry for this plight of yours. Being a Kapampangan, i was once a great fan of the Cabalen Restaurant (until i came back to my apu and realized that i like her cooking more than the menu served at Cabalen, lol). I somehow feel that their (Cabalen) standards were lowered to accommodate the masses. But still, i do not believe that the standard of customer service should go with it. not defending Ms. Anne(?) but looking from her perspective, i can’t help but speculate that her restaurant wasn’t in a hundred percent coordination / agreement with the Bloggers Food Tour. If so, she could have asked a sufficient number of her staff to assist in the event. Or maybe a fault on her part, she didn’t prepare for the event and got undermanned at the time of the bloggers tour.
I’m one person who really doesn’t conform with the tag “the customer is always right” but still can draw the line between an abusive customer and proper customer service. In your experience, I believe that you and the rest of the bloggers had been maltreated. If she indeed was the store manager, or OIC, whether she prepared for the event or she was unprepared for it, at the end of the day she was still obliged to perform good customer service. otherwise, she must have not participated in the event anymore.
mabuhay ang mga bloggers!
January 10th, 2008 @12:44 pm
Tara, sabunutan natin ang beeyortch!
misterhubs’s last blog post..The Fall
January 10th, 2008 @12:46 pm
Tara, sabuntan natin ang beeyortch!
misterhubs’s last blog post..The Fall
January 10th, 2008 @7:55 pm
Hahaha. Malayo ang TriNoMa eh. Pero manonood na lang akong sinasabunutan mo siya. HIndi naman kase ako violent, Charot! Punta na lang ako TriNoMa for the boys!
AJ’s last blog post..Bakla and His Cabalen TriNoMa Experience
January 10th, 2008 @8:10 pm
Sorry your comment didn’t appear right away, I don’t know what’s wrong but it was filtered and moved to spam. ANyhoots, I agree with you on the tag “the customer is always right” and I’d say the customer is always right only if it is within reason. And yes, even if they were not prepared or even if they were not a hundred percent coordination and agreement with the Bloggers Food Tour, they still should have treated us, or any person who walks in to their establishment, fairly.
AJ’s last blog post..Bakla and His Cabalen TriNoMa Experience
January 10th, 2008 @8:15 pm
My only wish for Cabalen is to understand and realize the value of their customers and the importance of well-trained employees.
Thanks for the review.
AJ’s last blog post..Bakla and His Cabalen TriNoMa Experience
January 10th, 2008 @8:16 pm
Thanks Pau! I hope your fiends, all three of them, learn something from — or at least — enjoy this post.
AJ’s last blog post..Bakla and His Cabalen TriNoMa Experience
January 10th, 2008 @8:18 pm
You would have loved Cabalen, err, the food tour! Pig out all afternoon!
AJ’s last blog post..Bakla and His Cabalen TriNoMa Experience
January 10th, 2008 @8:19 pm
It was nice to have finally met you!
And I guess your group was lucky! Good luck na lang to Cabalen!
AJ’s last blog post..Bakla and His Cabalen TriNoMa Experience
January 10th, 2008 @8:21 pm
I’m sure there are lots of them Anne’s in the industry. And I agree Bubba Gump’s service is really great (even if we did not make it in time for their samplers). Everytime I go to Bubba Gump, I always feel special na feeling ko the staff wants me to feel as if I am their only customer! Oh and yeah, love their food!
AJ’s last blog post..Bakla and His Cabalen TriNoMa Experience
January 10th, 2008 @8:22 pm
Great experience at Good Earth Tea Room eh? Well, Anne apparently did not know that we have already been pigging out at other restaurants before we went to her kingdom.
AJ’s last blog post..Bakla and His Cabalen TriNoMa Experience
January 10th, 2008 @8:24 pm
Either she was the manager or someone else pretending to be the manager. What she did was very unprofessional — no matter if she was facing bloggers or regular customers. Let this be a lesson for Cabalen!
AJ’s last blog post..Bakla and His Cabalen TriNoMa Experience
January 10th, 2008 @8:28 pm
I have a question though. What did your guide do? In our case, it was always the Trinoma guide who first went in the restaurant, talked to whoever was there. Then she would go to us and give us the go-signal. Just wondering why you had to be the one to introduce yourself.
noemi’s last blog post..Links for 2008-01-08 [del.icio.us]
January 10th, 2008 @8:31 pm
Wag na no! LoL! Kilala naman na sila so hindi nila kailangan ng publicity.
AJ’s last blog post..Bakla and His Cabalen TriNoMa Experience
January 10th, 2008 @8:36 pm
One of the recommendations I listed in my other post was actually based on this experience, our guide was not there. She told us to just head over to La Maison after Cabalen so we were left to fend for ourselves. That was what happened in most of the stores. We had to walk in to the restaurants and introduce ourselves. During the pre-tour briefing, the guide suggested that when we get each level, we just head on over to the shops and then we’d meet after we’re done with all the shops in the list. I can say that it was partly my fault for not speaking up during the briefing, but then again I didn’t want to go against what the others have already agreed with.
AJ’s last blog post..Bakla and His Cabalen TriNoMa Experience
January 10th, 2008 @8:37 pm
“I am not calling for a boycott of the establishment and it is not my intention to get her fired. All I want is for her to learn her lesson and gain more professional experience in her capacity as a manager.”
Very good sentiments. I work in the service industry as well and I know it’s doubly frustrating to be treated that way when we try to be very pleasant in our own jobs. But I salute you all the more because it takes a greater MAN to do what you did. You could have confronted her and asked for the service you and everyone else deserve. Instead, you took the harder path. I join you in wishing for better service in the future. Hope your piece gets to the proper channels.
Cheers!
KurastDocks’s last blog post..Silver Thoughts
January 10th, 2008 @9:26 pm
Thank you. I will be sending an email to the management of the said restaurant this week.
Diba, it’s really frustrating to see others in the industry who intentionally or unintentionally become a disgrace for all of us.
AJ’s last blog post..Bakla and His Cabalen TriNoMa Experience
January 10th, 2008 @9:38 pm
buti nalang hindi namin napasok yung cabalen., mejo nag enjoy kami sa la maison.,
hehehe., 
that manager was very rude., dapat diyan sinusumbong., meron ba silang customer service na email?
richard’s last blog post..Trinoma Blogger Food Tour!
January 10th, 2008 @9:59 pm
Hindi ako nakakapunta sa Cabalen.
Yep, I love La Maisson and Bubba Gump. Siguro dahil na rin sa warm-hearted sila (the fact that they welcomed us with smiles and all) kaya sumarap ang pagkain nila..
January 10th, 2008 @10:01 pm
Buti na lang the blue group didn’t go to Cabalen, but then I’m sad that your group has to experience that. We’re all there to enjoy the tour and to take photos for our reviews of the place. We don’t need someone like that manager to dampen our spirits. But I guess, the congeniality of the other establishments will sort of just make up for it.
I sort of agree that it would have been better if the tour guides went in with us in each of the restos so that they could properly introduce us to the staff and to the managers of the establishments, thus eliminating awkwardness in such a situation. On the other hand, it seems that my group had done better without having the tour guide by our side because we’re able to visit more restaurants and spend our time as we see fit by staying longer in any of the restaurants that we like and be able to ask the establishment questions which would be relevant for our reviews.
Prudence’s last blog post..Trinoma Blogger Food Tour: Prologue
January 11th, 2008 @12:55 am
“she was too important to be bothered by people who were there just for the free food”
hahahaha! kung andoon ako… hinampas ko sa kanya ang laptop ko! amffff.. kaka inis nga AJ.. hahaha.. too bad.. ang swerte ni ANNE di ako nakadaan ng CABALEN!!!! hahah
January 11th, 2008 @12:55 am
I had always had a profound esteem for the Kapampangan culinary expertise, being one of the best the country has to offer. This experience somehow tarnished that, even though I know only Ann is to blame. When I see a Cabalen restaurant, this post will always come to mind and make me not want to eat and enjoy good food anymore.
thenomad’s last blog post..On a High…atus
January 11th, 2008 @3:06 am
Kapampangan kasi si Gloria eh!
No wonder.
Ibagsak ang rehimeng US-Arroyo!
benj’s last blog post..Watch Implement Project Tomorrow Night at St. Paul Manila
January 11th, 2008 @7:34 am
@ benj. awayin kita eh! di lahat ng Kapampangan may nunal sa pisngeee!
aajao’s last blog post..to the left, to the left…
January 11th, 2008 @8:32 am
sobrang saya sa La Maison no? i’m looking into searching for the Cabalen management’s email addresses. I’ll write a letter to them
AJ’s last blog post..Bakla and His Cabalen TriNoMa Experience
January 11th, 2008 @8:34 am
Actually, pagkain pa lang masarap na talaga dun sa mga yun. Dagdagan mo pa ng magandang service eh di sobrang sarap na!
AJ’s last blog post..Bakla and His Cabalen TriNoMa Experience
January 11th, 2008 @8:36 am
La Maison actually made up for Cabalen, even if they didn’t know about it. Had La Maison not extended the kind of service that they did, I would have thrown a bitch fit and went back to Ms. Cabalen!
AJ’s last blog post..Bakla and His Cabalen TriNoMa Experience
January 11th, 2008 @8:37 am
Ay harsh! I didn’t mean to post this entry naman so people would stop going to Cabalen. Sa akin lang, better training for their management and staff.
AJ’s last blog post..Bakla and His Cabalen TriNoMa Experience
January 11th, 2008 @8:38 am
sayang naman laptop mo! sa akin mo na lang ihampas!
AJ’s last blog post..Bakla and His Cabalen TriNoMa Experience
January 11th, 2008 @8:38 am
Kalanan itong lahat ng gobyerno! bwahahaha
AJ’s last blog post..Bakla and His Cabalen TriNoMa Experience
January 11th, 2008 @10:14 am
Sorry to hear about that bad experience. Well, she messed with the wrong crowd. That Food Tour was organized so that those different business establishments can promote and get exposure for their products and services. Unfortunately for that lady, she did the opposite. I’m sure if someone from the higher management of Cabalen finds out about this, she’s gonna get a tongue-lashing or will be reprimanded.
Jaypee’s last blog post..Gizmodo Plays Nasty Prank at 2008 CES
January 11th, 2008 @10:41 am
Same here.. It was our first stop pa naman (Cabalen) Didnt even flash a smile when she saw us enter. Cabalen must know this. Haha!
CathiE’s last blog post..Kilig!
January 11th, 2008 @10:45 am
CathiE »
Ah! And I thought we were the only ones who got that experience. I will write to the management soon.
AJ’s last blog post..Bakla and His Cabalen TriNoMa Experience
January 11th, 2008 @10:46 am
She never should have acted that way, and she never should. Be it a blogger or not, she’s gonna get in trouble for that kind of behavior.
AJ’s last blog post..Bakla and His Cabalen TriNoMa Experience
January 11th, 2008 @12:31 pm
I concur, send a letter to the management. Media person or not, each should be treated well…hay naku, di pinapalampas yang mga ganyan dearie;)
January 11th, 2008 @12:50 pm
true. eto hinahanap ko na email address and contact info ng management nila. uy i heard the good news! congrats naman!
AJ’s last blog post..Bakla and His Cabalen TriNoMa Experience
January 11th, 2008 @2:14 pm
Thankie Aj:) Nadale ako ng pa-weekly weekly visit..LOL!!!
January 11th, 2008 @10:18 pm
I was about the get some leche flan when I heard the lady from cabalen saying, “sisig, lechon at kare-kare lang po!” Sa loob-loon ko naman, “leche k a!” hehehe..Di ko na tinuloy yung pagkuha ko..badtrip talaga.
Edward’s last blog post..Bloggers’ Food Tour At Trinoma
January 11th, 2008 @11:43 pm
That was pretty nasty, Mare. Ka-cheapan na nga ang Cabalen, ka-cheapan pa ang kipay ni Me-anne.
empress maruja’s last blog post..May Nagbago Kay Empress Maruja
January 12th, 2008 @12:18 am
Hi! My friend sent me a link to your blog. We were part of the TriNoma Food Tour thinga majigs and I must agree about Cabalen’s rude crew. Cabalen was the first restaurant our group went to and imagine our dismay when we were “welcomed” with a frowning woman who only spoke three words: “kare-kare, lechon, sisig.” She left after she said that.
And I must agree that La Maison was the most accomodating of them all.
Anyway, asking permission to link to your blog in my food tour review (which I haven’t started because of flooding schoolwork).
Thanks!
Lowell’s last blog post..YOU NERDS!
January 12th, 2008 @1:45 pm
Hi Lowell, thanks for dropping by. Diba? SHe was frowning as if we were not customers! Sure go ahead, link away
AJ’s last blog post..Will Devaughn is Glad to be OUT
January 12th, 2008 @1:46 pm
Actually! Kung makapag-arte siya kala niya fine dining ang tindahan niya. eh mukha lang namang karinderyang bukas para sa lahat ng gustong kumain. ay teka, since tatlong dishes lang ang bukas sa kahit kaninong gustong kumain, hindi siya karinderya… KARINDERYETTE lang!
AJ’s last blog post..Will Devaughn is Glad to be OUT
January 12th, 2008 @1:51 pm
gusto ko ngang kumuha ng halo-halo tapos kakainin ko. eto yung planong namuo sa utak ko: pag sinita niya ako, i won’t budge. tapos pag pinagalitan niya ako, sasampalin ko siya ng pera at sasabihin kong babayaran ko naman. tapos i will demand a refund! eh di libre na halo-halo ko! bwahahaha
AJ’s last blog post..Will Devaughn is Glad to be OUT
January 12th, 2008 @1:52 pm
kahit na pa-weekly weekly masya naman! hehehe
AJ’s last blog post..<