Warning: Not your usual blog post filled with food porn shots. But if you’re in the mood for an entry on why this one restaurant in the Philippines might just outdo the customer service of 3-Michelin starred restaurants abroad, read on.
I have always wanted to start a food blog but I have been hindered by the idea that there were already so many good ones out there. Suffice it to say, I was suffering from what the notorious literary critic, Harold Bloom, calls the “anxiety of influence.” I was scared that putting up another food blog would just be a waste of Internet space, something that is increasingly becoming a commodity. However, my experience at Cibo Shangri-La today made me want to share it with as many people as I could.
Last August 14, my sister and I decided to have lunch at Cibo. Like many of Cibo’s loyal customers, we wanted something dependable and delicious. There’s a certain comfort in not having to peruse a menu and still be sure that we’d be enjoying a good meal. And like many times before, we ordered a Spinach Zola for our appetizer. When the dip arrived, I noticed right away that the color of the dip changed, from a dark forest green to something paler like the shade of a Pesto Genovese. The dip was also on the sour side and based on taste, I think they might have changed the cheese. For someone who is as addicted to the Spinach Zola as I am, the first thought that came to me was, “the horror!” Have I tasted my last Spinach Dip without realizing it?? I hailed the waiter and inquired about the dip. He quickly called the manager, Menchie Rivera-Castro, who asked us to explain what we thought was wrong with the dip and had the chef send us a new one. Unfortunately, the dip still tasted sour. Normally, restaurants would stop worrying about your experience after sending you a new one. But not Cibo. After learning that the dip still tasted off, she made me fill up a comment card, called the head of the commissary where the dip was made to tell him about our experience, gave us free dessert and coffee. Needless to say, we weren’t charged for the two spinach zolas either. Albeit sad that my favorite dip might have undergone a serious alteration, I left Cibo feeling like I was taken care of.
A few days later, I received an email from Ms. Castro inviting us to dine with them again. I made an appointment for August 27. And this time around, Ms. Castro’s service along with the Cibo wait staff completely outdid themselves. Ms. Castro was already transferred to the Robinsons Magnolia branch but specifically made the trip today to Shangri-La to entertain us. I ordered the Spinach Zola and thankfully, it was much better this time. As my sister signaled to get the bill, Ms.Castro informed us that it was on the house. I was already slightly embarrassed by the royal treatment she was giving us when she brought out a gift box with a note personally written by Ms. Margarita Fores. Upon seeing it, I was almost giddy with joy. It was like that time I was able to take a photo at Le Bernardin with Eric Ripert. After all, if there’s a Filipino celebrity chef worth waxing poetic about it would be Margarita Fores. I have always considered her as one of the pioneer figures in the local restaurant business. Today, however, I realized that it wasn’t just the food she cared about but also her customers.
In the interest of full disclosure, I never mentioned to Ms.Castro or anyone from Cibo that I was planning to blog about the meal. To begin with, I had no intentions of doing so and I didn’t even have a blog. I was prepared to pay for my meal. I was just a “normal” customer. I wasn’t a celebrity blogger, a VIP politician or anybody who had any significant following that if vindictive enough, might damage their reputation. I just like to eat at Cibo. But let me tell you this, the service I got today was unlike any service I’ve had – ever. I’ve been fortunate enough to try several 3 Michelin Star restaurants when I lived in New York, but this exceeded any expectations I had. This experience made me realize that the success Margarita Fores has today and will have in the future is not by sheer luck or the dearth of the restaurants in Manila but because she takes care of her customers whether they’re somebody or not, and isn’t that what good restaurants are supposed to be?
Here is a photo of the gift box and note that Ms.Fores sent my way. To maintain some privacy, I blurred out my name.
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