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SINGAPORE: Last October, Madam Chan (not her real name) went for a trial massage at a spa. During her treatment, the staff urged her to buy a 20-session package at S$2,800. It was a promo and, besides, the staff insinuated she had a crooked back that could lead to paralysis.

Mdm Chan held firm – until she was told her massage wasn’t, in fact, free. Unless she signed up for the package.

She caved.

But that wasn’t all. The next day, she went for a second session and was told she had to top up another S$800.

Mdm Chan’s situation isn’t unique. The beauty industry has consistently ranked among the top three industries with the most complaints, according to the Consumers Association of Singapore (CASE) – up there with motorcars and renovation.

And topping the beauty list are complaints about aggressive sales tactics. Since 2015, the consumers rights group has received 927 complaints about pushy staff who’d do everything to get you to sign on the dotted line for a beauty package or two. Or three. Or four.

And we’re talking big money. The total contract value of just 97 cases taken up or assisted by CASE (including Mdm Chan’s) was a whopping S$720,000. That’s more than half of the total amount of all their beauty-related cases combined (S$1.1 million).

Which is a lot of expensive massages, facials and manicure sessions that have been pushed unto consumers who eventually realised that wasn’t what they wanted.

Thankfully, poor Mdm Chan would eventually get a partial refund thanks to CASE. But seeing as it seems to a growing problem – the group has noted a rise in complaints, from 15 per cent in 2013 to 21 per cent in 2017 – we posed some questions to CASE executive director Loy York Jiun to know more about these aggressive sales tactics.

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1. Why are there so many complaints about sales tactics in the beauty industry?

Most companies in the beauty industry operate on selling packages. The industry has developed in such a way that everyone is trying to hang on to customers through selling packages with the hope that they don’t lose their customers to someone else. Because of that, there’s a natural tendency of the staff to pressure people into signing up ever larger packages… The customer is locked in and there is money upfront.

But very few customers actually get to the point of finishing these packages, because maybe halfway through – or even in the first or second session – they’re already trying to up-sell customers so that, basically, the package never ends. In this climate, it’s not surprising that sales tactics have become the number one source of complaints.

2. Are there any red flags that we should be aware of?

Most of them start off with a free trial. But that’s never free because the moment you step in, you’re in for a hard-sell session. They will try to recoup what they put into the so-called “free trial” and try to get you to sign up for something.

Second, if they give an offer that seems too good to be true, it usually is. If they give you a very cheap package, there is always a big chance that they will up-sell something else. Giving you a so-called “big discount” is a hook – but once you sign up, they will try to add on.

3. What are some of the tactics used by companies?

There’s a wide range. It could be just the person repeatedly asking you whether you want to sign a package. Or, if your belongings are in another room because you’ve just done a massage treatment – they might pull you into their sales room away from your belongings.

They might try to gang up on you. If one person can’t (sell you a package), the next thing you know, you’re surrounded by people.

During a treatment, salespeople might come in – so it’s not just the person who’s actually doing the service but others who are trying to sell you something while you’re undergoing treatment.

4. What are some of the worst cases you’ve heard of?

Sometimes, they take your credit card or IC on the pretext of registering you , and after that, they’ll try not to give it back to you.

We’ve also heard of consumers having their cards swiped without their explicit consent, or if a consumer says they’ve exceeded their credit limit, the salespeople will suggest you withdraw at an ATM – and they actually follow you! How intimidating is that?

5. Are there any places I should be avoiding?

Unfortunately, unlike, say Sim Lim Square, which has developed a reputation for having a high concentration of shops that are aggressive, beauty companies are all over the place.

You’ll find them everywhere – the heartland, malls, heartland malls, HDBs, even downtown. If you’re talking about top-end spas, there are probably a little bit lesser complaints than the smaller scale operations, but even those fairly big chains will have a certain share of complaints.

6. I’m being pressured – aggressively – to sign up for a package. What do I do?

You always have the right to walk away… We’re not saying don’t sign packages but be a bit smart about it.

And if they try to detain you, that’s a criminal offence. Feel free to say that you’re prepared to call the police because they have no right to prevent you from leaving. But a lot of consumers, sometimes because they’re shy or they don’t want to create a scene, are taken advantage of.

Always remember that before you sign a contract, the power is with you. Shop around. Don’t give your money so easily away. Look around for other alternatives.

7. I gave in – and I regret it. I want my money back. What should I do?

Basically, if you feel you’ve been pressured into something, they make misleading claims, or promise something they can’t deliver, you can come to CASE.

We give you some advice, and you can file a case with us. If you don’t feel you need us and are comfortable dealing with the retailer with some assistance, you can take up our Assisted option where we’ll write a letter you can use to negotiate with the retailer.

We negotiate for an amicable settlement with the retailer and the resolution is quite successful – between 70 to 80 per cent of cases, with a full or close to full refund.

If you’ve fallen victim to aggressive sales tactics and would like to speak with CASE, you’ll find more information here. 

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SINGAPORE: The Singapore Heritage Festival (SHF) is back – and it looks like you won’t have to travel very far from where you live to get in on the action.

For the first time, you Westies out there can even stay put.

The 15th edition of the annual event runs over three weekends, from Apr 6 to 22. There are over 120 programmes spread across five, yes, five key locations: Bras Basah and Bugis, Chinatown, Toa Payoh, Jalan Besar and, drumroll please… Jurong.

The latter two in particular are exciting new places for the festival, highlighting the country’s working class heritage.

“Jurong – Jurong Town Hall, in particular – is iconic of Singapore’s industrial heritage, and we hope to highlight its significance in Singapore’s post-independence history,” said festival director Angelita Teo.

“For Jalan Besar, it is an area steeped in history of trades and small businesses, and in recent years has become home to an exciting array of creative entrepreneurs – we want to showcase its distinct old-meets-new charm alongside the festival’s offerings.”

With so many events taking place, where does one start? The obvious answer would be: In your own backyard. 

Here are our top picks on what to check out at SHF, without even leaving your neighbourhood.

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JURONG: GO TO A DRIVE-IN CINEMA

Back in the day, from 1971 to 1985, Singaporeans could hop in their cars and head down to Yuan Ching Road to catch English-language and Hong Kong action flicks at the country’s open-air drive-in cinema.

Located next to the Japanese Gardens, it could cram in 900 cars (and some 300 people in its walk-in gallery).

Today, you could be binge-watching Korean dramas on your phone while you ride the MRT train – but wouldn’t it be nice to recreate this retro experience? 

It won’t be at its original spot but close enough at the uber cool Jurong Town Hall (JTH), where you’ll be treated to films like Army Daze, Chicken Rice War and the local classic, They Call Her Cleopatra Wong.

Alternatives: Other SHF options for Jurong folks include: Performances at JTH and various tours including ones to the Heritage Conservation Centre, Sembcorp on Jurong Island.

Apr 6 to 8, 7pm to 11pm, Jurong Town Hall, 9 Jurong Town Hall Road. (Friday public screening starts at 9.40pm). Free admission on a first-come-first-served basis. Limited seats for those not driving.

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JALAN BESAR: RELIVE THE NEW WORLD PARK EXPERIENCE

Like Jurong’s drive-in cinema, Singapore’s “Worlds” amusement parks are long gone – Gay/Happy World is an open field along Geylang, while Great World is now a mall. Still, you can relive New World Park at a street party along Tyrwhitt Road.

It will have big shoes to fill, considering the original New World Park had cabarets, opera halls, restaurants, boxing arenas and open-air cinemas – and was synonymous with the likes of striptease legend Rose Chan and singer Sakura Teng. But you’ll still get your dose of entertainment, ranging from performances by retro-electronic duo NADA, indie music artists and films like It’s A Great Great World and Wayang Boy.

There will also be a market featuring wares from local designers and makers.

Alternative: There’s a walking tour that will introduce you to the area, from hipster Chye Seng Huat Hardware’s coffee gurus to the old Sri Perumal Temple.

Apr 13 and 14, 5pm to 10.30pm, 117 to 155A Tyrwhitt Road. Free admission.

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CHINATOWN: GET A TASTE OF UNUSUAL DISHES

We all know Chinatown’s got loads of yummy food, but local food blogger Tony Boey (Johor Kaki) will be introducing foodies to some of the area’s hidden gems in two events.

Food Crawl takes you around Chinatown Complex Food Centre, where he introduces you to some of the stalls that have been around for half a century (food isn’t included but you can always take notes and come back).

Then there’s Food Stories, which offers more insights on particular dishes and their creators, such as Sak Kei Ma biscuits or Chinese-style satay marinated in Indian spices.

Alternatives: If, for some strange reason, you’re not into food, there are loads of other events in the area, including Teochew opera performances, storytelling sessions ala Lee Dai Sor, and even a tea-brewing challenge by local tea stalwarts Pek Sin Choon.

Chinatown Food Crawl is on Apr 14, 11am to 12.30pm, Kreta Ayer Square, 21 Banda Street. S$5 per person, registration required. Chinatown Food Stories is on Apr 15, 5pm to 6pm, Kreta Ayer Community Centre, 28 Kreta Ayer Road. Free admission, registration required.

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BRAS BASAH & BUGIS: EXPLORE WATERLOO STREET’S HISTORY

There are a handful of events around the area but we suggest exploring Waterloo Street by way of theatre – a unique production called Four Horse Road. 

Conceptualised by The Theatre Practice artistic director Kuo Jian Hong and playwright Jonathan Lim, the title is taken from the literal translation of the street’s traditional Chinese name. The immersive show comprises 10 stories based on real events that took place in the area, from the 1980s to the present. 

Among these are the story of the Indian convicts that used to be housed at a prison where Singapore Management University now stands, the Sepoy Mutiny of 1915, the story of how Sculpture Square used to be a Chinese restaurant opened by the Japanese during World War II, and a lesser-known incident that involved a bus that was hijacked from Toa Payoh Interchange, which crashed into one of the walls where SMU stands.

The show will take place in and around five shophouses, spilling into the street and alleyways, and the stories point to the “layers of history” in the neighbourhood, said Lim, pointing out “the sheer numbers of races and cultures that have clashed and harmonised within this space.”

Alternatives: There’s a walking tour around the precinct, a “theatrical” tour at the Singapore Art Museum, which is undergoing renovation, and a street party at Armenian Street.

Until Apr 28, 7.30pm The Theatre Practice, 54 Waterloo Street. Tickets at S$68 from Sistic.

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TOA PAYOH: HANG OUT AT THE DRAGON PLAYGROUND

The National Museum of Singapore will have an exhibition dedicated to the history of Singapore’s playgrounds. But why not head directly down to the grand dame of all mosaic playgrounds? Toa Payoh’s famous Dragon Playground.

A whole slew of events will be held around that 1970s landmark, from a showcase of vintage cars to an LED dragon dance performance, to movie screenings. If you’re hungry, food stalls by second- and third-generation hawkers will also be up.

Alternatives: Go on a walking tour to check out the architecture around this historic estate. Or if you’re too lazy, there’s always a bus tour.

Apr 21 and 22, 5pm to 10pm, Dragon Playground, Lorong 6 Toa Payoh. Free admission.

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EVENTS AT OTHER NEIGHBOURHOODS

BALESTIER: There will be a series of free events held at Sun Yat Sen Nayang Memorial Hall on Apr 14 and 15, 10am to 5pm. And if you want to go exploring on your own, don’t forget to pick a copy of the heritage trail booklet.

FARRER PARK: With recent news of Farrer Park slated to make way for redevelopment, here’s an opportune time to check out an area that featured the country’s first race course and lots of religious buildings. The Pray And Play tour will be held on Apr 14, 9am to 10.30am, starting at Farrer Park MRT Station Exit B. Tickets at S$5, registration required.

TIONG BAHRU: If you’ve yet to explore the back alleys of this heritage-rich hipster neighbourhood, well, better late than never! Student guides from River Valley High School will take you on a tour lavishly titled Appreciation Of The Priceless. It will be held on Apr 14, 10am and 3pm, and you’ll get to see the different murals by local artist Yip Yew Chong as well as learn more about the place’s architectural designs. Mentally prepare yourself for some mini-games, too. Admission is free, but registration is required.

JOO CHIAT: Heads up, Easties: Walking tours based on the book A Penniless Boy, Chew Joo Chiat will be held on April 14 and 21, 2pm to 5pm. And it is one compact experience: You’ll learn about the philanthropist behind the road (and visit his house), explore Joo Chiat Complex, visit different terrace houses and religious institutions, and discover the famous kuehs in the area. Tour is priced at S$45, which includes a copy of the book and light snacks. Registration is required.

For more details on the Singapore Heritage Festival, including events and how to register, visit its website here.

SINGAPORE: A local pastor apologised to Muslim leaders on Wednesday (Apr 4) over alleged anti-Islamic comments made by a foreign Christian preacher in Singapore last month.

Pastor Yang Tuck Yoong is the founder of Cornerstone Community Church, which organised the conference at which American Lou Engle was accused by an online publication of threatening “a Christian-Muslim divide” in his speech. 

The Ministry of Home Affairs (MHA) is investigating these claims and Cornerstone had filed a police report on the article.

Addressing a group of Muslim community leaders which included Singapore’s Mufti, Dr Fatris Bakaram, Mr Yang promised that Mr Engle would not be invited back to Singapore again.

“We came to apologise and to make right amongst the communities. We understand that the statements were quite hurtful to quite a few people,” Mr Yang told reporters after the meeting. “We were disappointed with the statements (made by Mr Engle).”

He added: “We should have been more stringent in our due diligence, we should have gone back further to check a bit more on his background.”

The Mufti said that the apology was sincere and Muslim leaders want to move on and look forward to more constructive and healthy relationships with other religions. 

Mr Engle – who was speaking in Singapore for the third time – is known for airing his anti-gay views in the US and overseas. At a 2010 rally in Uganda, he spoke in support of the government’s efforts to criminalise homosexuality.

In response to media queries, police said Mr Engle left Singapore shortly after the conference ended. “The police have requested him to come back to Singapore for an interview. As investigations are ongoing, we are unable to comment further,” they added.

Minister-in-charge of Muslim Affairs Yaacob Ibrahim said he appreciates that Mr Yang has apologised and taken responsibility for inviting Mr Engle to preach in Singapore. 

“Words matter, and words that sow discord and ill will among the various communities have no place in Singapore,” Dr Yaacob said in a Facebook post. 

“Our willingness to forgive reflects the Singapore way, and what is important is that we continue to uphold mutual respect and harmony for our common good.”

Pastor Yang’s apology comes a year after an imam, Nalla Mohamed Abdul Jameel Abdul Malik, also said sorry to leaders of different faiths for stating: “Grant us help against the Jews and the Christians”. 

The Indian national, who had been working in Singapore for seven years, was fined S$4,000 and repatriated. This was reported as the first local instance of a religious leader being prosecuted for an inappropriate sermon.

SINGAPORE: A woman who appealed her 10-day sentence for animal cruelty in 2016 was slapped with a longer four-week sentence on Wednesday (Apr 4).

The Agri-Food and Veterinary Authority of Singapore (AVA) said in a news release that Chng Leng Khim was also fined S$6,000 for failing to comply with an order to assist in investigations and for failing to license her pet dogs. 

AVA said it was informed by the Society for the Prevention of Cruelty to Animals Singapore on Jun 12, 2013, that there was a stray black poodle at Paya Lebar Crescent.

Chng was found to be the owner of the poodle based on its microchip.

As the poodle was emaciated and infested with ticks, AVA investigated her for animal cruelty.

Investigations also revealed that Chng had two other pet dogs, a chow chow and a bullmastiff, which were thin and tick-infested. All three dogs were also unlicensed and Chng failed to comply with AVA’s order to assist in investigations, the agency said. 

While investigations were ongoing, the dogs were cared for by AVA. However, the bullmastiff developed “severe health issues” and had to be humanely put down, AVA said.

The other two dogs were rehomed with the help of Voices For Animals, an animal welfare group. 

Subsequently, Chng was arrested and charged in court.

Chng was sentenced to 10 days’ imprisonment for animal cruelty and fined S$3,100 for failing to comply with the order to assist in investigations and for failing to license her pet dogs in February 2016. 

After Chng appealed, the High Court set aside her plea of guilt and sent the case for a retrial where she was convicted again.

“AVA would like to remind the public that animal cruelty is an offence,” it said in the news release. 

“A pet is a lifelong commitment and potential owners should seriously consider the many responsibilities involved before getting a pet. AVA condemns acts of animal cruelty and will investigate all feedback on alleged cruelty. 

“We will take enforcement action against anyone who has committed an act of animal cruelty and will press for deterrent sentences, if warranted.”

Anyone found guilty of animal cruelty can be fined up to S$15,000 and jailed up to 18 months for the first offence. For subsequent offences, the maximum penalty is a fine of S$30,000 and up to three years in jail. 

SINGAPORE: US chipmaker Micron Technology is set to expand its Singapore presence with the addition of a new cleanroom space.

The multi-billion dollar facility expansion will be built on a 165,000 sq m land plot, adjacent to Micron’s existing manufacturing complex at North Coast Drive. 

“This facility takes Micron to the next level in terms of our ability to bring future flash memory technologies to the world,” said Micron president and CEO Sanjay Mehrotra.

The company said it will add more than 1,000 jobs to its existing workforce of 7,500 over the next five years. 

In their most recent regular hiring cycle, Micron’s vice-president and Singapore country manager Chen Kok Sing said that the company will take on about 600 fresh graduates.

Minister for Trade and Industry (Industry) S Iswaran, who was the guest of honour at the launch event, welcomed Micron’s expansion plans and also stressed the importance of reskilling workers. 

“As changes in technology increasingly disrupt business models and the nature of jobs, our people must also adapt, have the right skills and knowledge, and most importantly, be digitally confident to leverage these technologies fully,” he said.

There are no current plans to increase wafer capacity, but the new facility will facilitate the company’s 3D NAND technology transitions and enhance the company’s research and development capabilities. The Singapore North Coast facility is home to Micron’s NAND Centre of Excellence.

3D NAND is a type of flash memory where memory cells are stacked in multiple layers to achieve higher densities at a lower cost per bit. The technology is used in solid-state drives (SSDs) for products such as smartphones, laptops and servers. 

In 2016, the company announced expansion plans for the same facility at a cost of around US$4 billion dollars (S$5.26 billion), which they said will be spread over a number of years. Micron has invested more than US$15 billion investment in Singapore over the last 20 years.

Construction of the new cleanroom facility is expected to be completed by the middle of 2019, and the initial wafer output is expected in the fourth quarter of 2019. 

SINGAPORE: Freight forwarding company Megaton Shipping was fined S$5,000 on Wednesday (Apr 4) for its part in getting an import permit from Singapore Customs by providing false information. This was done with the purpose of smuggling cigarettes to another country, said authorities.

Megaton Shipping had in May last year given false information to a logistics company which proceeded to obtain the import permit. 

The cigarettes in the container were therefore declared as “T-shirts Singles and Other Vests Knitted or Crocheted of Other Textile Materials for Men or Boys”, said Singapore Customs and the Immigration and Checkpoints Authority in a joint media release.

Investigations showed that Megaton Shipping had been hired by an unknown person to ship the container from Ho Chi Minh to the United Kingdom through Singapore on May 8, 2017, said the authorities. 

On May 29, Megaton Shipping instructed the logistics company to make in import permit declaration.

With the permit, the container was removed from the Keppel Free Trade Zone to a bonded warehouse for storage before the re-export to the UK. 

However, “anomalies” were detected in scanned images of the 40-foot container, said authorities. Instead of men’s clothes, officers found 39,900 cartons of cigarettes in the container at the Tanjong Pagar Scanning Station on Jun 2.

“By providing untrue information to the logistics company, Megaton Shipping committed an offence under the Customs Act for causing an untrue import declaration to be made to Singapore Customs,” the release stated. 

Added assistant director-general for intelligence and investigation Yeo Sew Meng: “We believe that the cigarettes were intended to be smuggled into another country. 

“Singapore Customs does not condone the use of our port and logistics facilities for transnational smuggling, and we will continue to work proactively with our local partner agencies and international counterparts to stamp out such illicit activities.”

Mr Yeo also said that companies should exercise “customer due diligence” to prevent themselves from being exploited by syndicates for illicit activities. 

Those found guilty of making or causing the making of any declaration that is untrue may be fined a maximum of S$10,000 or the equivalent of the amount of customs duty if the amount is more, jailed up to 12 months or both. 

SINGAPORE: What may have sounded like an impassioned rant by Artichoke restaurant’s Bjorn Shen was a risk-it-all attempt to spotlight a real problem faced by many restaurants, said the 35-year-old chef and restauranteur.

In a post on his personal Facebook page on the evening of Mar 24, a Saturday, Shen wrote that one-third of Artichoke’s revenue for the night had been lost thanks to reservations that had not been honoured.

Also in the post, which was shared more than 400 times, Shen lamented the “wasted food”, “wasted effort and money” and “over-rostered staff” that the restaurant saw “every week”. He then announced that from this month, the restaurant would begin taking credit card details for group bookings of 10 or more people.

Credit card pre-authorisation is a common practice at restaurants around the world. In order to reserve a table, customers must provide their credit card details, and those who do not honour their bookings are charged a portion of their expected spending.

Artichoke’s new policy, Shen explained, works like this: Your credit card details are taken, and if you cancel less than 24 hours before your booking or simply do not show up, a penalty fee is charged. According to Shen, that fee is half of the average bill for brunch and dinner services.

“The average check for brunch is S$36, so the fee is S$18 per person booked. The average check for dinner is S$60, so the fee is S$30 per person booked.”

Shen stressed that the penalty fee does not cover the costs incurred when guests do not show up. “Rent and staffing (costs) stay the same. We can’t send half our staff home and say, ‘We’re not paying you for today’s work.’ We can’t recover the cost of the food we’ve prepared,” he told Channel NewsAsia.

“So many of my customers don’t get to eat at my restaurant because tables are supposedly fully booked,” said Shen. “You’ll find us thanking people profusely when they call (in advance) to cancel. People always wonder why.”

According to Shen, on the night of Mar 24, there were close to 40 last-minute cancellations and no-shows. Two large groups – one of 12 and the other of 20 – pulled no-shows despite confirming their bookings over the phone that same afternoon.

More recently, on Good Friday evening, 14 out of 73 pre-booked seats were left vacant.

Artichoke, located at Middle Road and serving up Middle Eastern dishes, seats 100 diners. A total of 80 seats are allocated for booking reservations and 20 for walk-in customers.

Because the restaurant is in a destination location and not in a high-traffic, high-density restaurant strip, the problem cannot be solved by opening up more tables to walk-in customers, he explained.

In the eight years that Artichoke has been open, he shared, the average rate of no-shows and last-minute cancellations – diners who cancel their bookings within several hours – has been a fairly consistent 20 per cent. “Some days, everyone does turn up, but other days, up to 50 per cent don’t show up,” he said.

Shen estimates that last year alone, the value of the no-shows amounted to S$300,000 – although walk-in customers did help to soften the blow.

When asked if he would consider moving to a location with better foot traffic, he sighed: “If the problem is human behaviour, why should we tango around it?”

NO-SHOWS EVERYWHERE

Many establishments here already have measures in place to protect against no-shows, and not just the ultra-posh ones.

Restaurants that take credit card details for large group bookings range from mod-Sing restaurant Wild Rocket, to hip tapas bar Sum Yi Tai. Sicilian restaurant Gattopardo at Tras Street, for instance, takes a deposit fee of S$50 per person for dinner and S$30 per person for lunch (excluding GST) for bookings of eight or more people. There is also a minimum spend imposed on group bookings (S$78++ per person for dinner and S$32++ per person for lunch).

Shen said that Artichoke had attempted credit card pre-authorisation four years ago, but scrapped it after a few months because they were losing business. Upon hearing that credit card details were needed, customers would demur and not call back.

“We have been sucking it up ever since. But I’m starting to realise, ‘Why should we pay for other people’s indecision, especially now that it’s not just my livelihood on the line but those of my 20 employees? It’s about time we did something.”

Wild Rocket’s chef-owner Willin Low is taking Shen’s side. “Good on him. It’s disgraceful behaviour to make a booking and not turn up. People don’t realise that that’s a loss of revenue for us,” he said. “If you book tickets for a movie, the cinema takes the fees up front, because your booking precludes them from taking other reservations. The costs of running a restaurant are crazy and to have to turn other guests away because a table is booked for no-show guests is incredibly frustrating.”

Low added that Wild Rocket started taking credit card details for bookings of 10 or more guests one year ago, because no-shows were occurring more frequently.

“We had a table of 20 guests on Christmas Eve not show up. Twenty guests is 50 per cent of our revenue for a special menu that we won’t be able to use for anyone else. When we called them, they refused to answer, so I called them from my personal number. The reply was, ‘Oh, sorry, we can’t make it.’ Thereafter, we decided to take credit card details.”

On behalf of modern Peranakan restaurant Candlenut, spokesperson Rachel Ang said that although the restaurant does not require credit card details or credit card authorisation for group bookings “as we do not want to hold our guests’ sensitive information”, the establishment does protect itself against no-show diners.

“We require a 50 per cent deposit and a signed contract for large groups of 12 pax and above,” she said. The contract is sent electronically to the guest, who must sign, scan and send it back to the restaurant. The deposit, which is half of their total expected bill, is made via an online payment system.

A spokesperson for modern French restaurant Gunther’s, which is expected to re-open next week, shared that credit card details are taken for parties of seven and above. No-shows or cancellations within three hours of the booking are charged S$350 per person plus taxes. “We could consider taking credit card details for all reservations, but it could deter some customers,” she said. 

TAKING A STAND

Shen predicts that with his new move, Artichoke will lose customers again, largely due to negative sentiment. “But the people we lose are probably not the kind of people sustainable for our business.” In any case, he added: “It can’t be worse than it is now.”

And what if the situation still does not improve? “Then, whatever. I’ve done my best. I tried,” said Shen. “I think there are people who would appreciate that, especially fellow industry members. I don’t run my company with multiple partners – it’s just me. That allows me to make more impulsive, stupid decisions than other companies who might be feeling the same way but don’t want to say it.”

Feedback so far has been mixed. “Standout online feedback is, ‘Just close shop lah’, or, ‘Who forced this guy to open a restaurant and now complain when his business is not good?’” he said. “On the other hand, there are people who say, ‘I respect what you do, I’m happy to put a deposit, and if we can’t show up, it’s our responsibility as grown, mature adults.’

“The most significant comment was, ‘The people who would be upset about you setting boundaries are the very people who were benefiting from you having none.’”

Acknowledging that the move is a “risk”, Shen said: “If I have to start all over again in a few years’ time, I’ll start all over again. But I ain’t gonna shut up.”