The Sunday Times, July 2004
Like all the other 30 outlets under the Pancake King chain, this coffeeshop stall hangs a big sign that says Money Back Guarantee. Madam Ou Yuet Ching, who bought the franchise stall last year, sells ming chiang kueh, or pancakes with peanut, red bean or cheese filling.
When we returned to tell her that her red bean pancake was too tough, and if we could get a refund, a flicker of irritation flashed across her face.
"Okay, okay, give you back your money." she said.
But she was all smiles when we identified ourselves and said her pancakes were actually very good.
At 70 cents each, the texture was warm and soft, and it came with a thick spread of filling.
"No one has ever asked for a refund. You're the very first one." said Madam Ou, 50, with a laugh.
Pancake King owner Jack Chin, 36, said the money-back guarantee is a marketing tool he adopted when he started the chain in 1998.
"The point is to get people to try our food. We want a long-term customer base." he said.
About a fifth of the chain's outlets is company-owned, while the rest is run by franchisees.
While the chain started out specialising in ming chiang kueh, some of the larger outlets have now expanded their menus to include pizza, quiche and apple pie.
Every item has a money-back guarantee.
So far, very few customers have asked for a refund, said Mr Chin.
"If they do, they are genuine cases where the pancake is not cooked properly." he said.