Rebirth in Hong Kong: From Dessert Shop to Industrial Empire

Chapter 24 A Stormy Era (Please add to your favorites, vote for monthly tickets, recommend this book, and keep reading!)

"Ah Hai, immediately notify all distribution points in Yau Tong, Lam Tin, and any potentially affected outlets to stop selling this batch of sesame paste!"
For items already sold, if a customer requests a refund, we will offer a full refund unconditionally, plus a free bowl of sweet soup, and a personal apology with a courteous attitude! We accept any losses!

Second, notify Shunda Logistics to recall all unsold but delivered goods from this batch! Not a single spoonful should ever appear on the market again!

He made the arrangements at an extremely fast pace.

This is not the time to hesitate. Every minute of delay will have a greater negative impact.

The brand reputation crisis caused by the bitterness of sesame paste must be nipped in the bud immediately.

"Third, investigate immediately! Check every step of the process, from raw materials to equipment and operators! Brother Qiang, you keep a close eye on it, I'll wait for the results here!"

"Yes, Brother Wen!" Gao Zhenhai turned and ran to relay Chen Bingwen's instructions.

With Gao Zhenhai gone, the atmosphere inside the factory became almost frozen.

"Boss, this is strange!" Zhong Qiang put down the spoon he was holding, his brows furrowed.

As the technical lead, he was directly involved in product quality issues, and at this point, he had to explain the situation to Chen Bingwen.

"The equipment parameters here are exactly the same as those at the Changsha Bay plant. Although they are all second-hand and a bit old, I personally led the team to debug them to their best condition."

Moreover, we conducted trial production before mass production.

There's no reason for such a drastic difference in taste, especially this subtle astringent bitterness—it shouldn't be there at all!

"Take all the team leaders and quality inspectors and inspect all the raw materials for the sesame paste produced at the Kwun Tong factory today, from the sesame seeds, sugar, and water in the warehouse to the mixing shovels, buckets, and pots used on the production line!"
Production process records, operator shift schedules, and equipment operation records—all of them are brought to the office!
I need to see records of every step, every person involved, and every point in time, from raw material warehousing to finished product packaging!
Also, immediately use the same batch of raw materials and strictly follow the standard procedures to produce two more batches of control samples! I need to compare them!

After saying that, Chen Bingwen turned around and strode towards the simple office at the Kwun Tong factory.

He wants to investigate this personally until he finds out the problem of the sesame paste being bitter.

The atmosphere at the Kwun Tong factory was extremely tense for the next few hours.

The office desk and floor were piled with various notebooks, raw material sample bags, empty bowls, and papers filled with data.

The air was filled with the smell of sesame seeds, paper, and a strong sense of anxiety.

Zhong Qiang, along with several key technicians, meticulously checked every record with bloodshot eyes, like combing through a fine-toothed comb.

"Boss, the sesame seeds were purchased from the same supplier three days ago, the same batch used in the Changsha Bay factory, and there are no signs of oxidation or mold!"

Zhong Qiang pointed to the unfolded report, his voice hoarse, "The sugar is from the same batch and source."

He then flipped to the production records: "Process parameters, soaking time, grinding fineness, cooking temperature, cooking time, stirring speed."

His fingers traced several key control points. "All recorded values ​​fluctuate within the standard range, exactly the same as those recorded at the Changsha Bay plant!"
The operators are all skilled workers; they were trained and assessed before starting work. The entire operation was supervised by a foreman, and no violations were found!

To verify this, Zhong Qiang even personally re-performed the process in front of Chen Bingwen, using the same batch of sealed sesame seeds and sugar, strictly following the procedure.

The sesame paste in the small pot emitted a rich aroma. After it cooled down, Zhong Qiang was the first to scoop up a spoonful, tasted it carefully, frowned, and then handed it to Chen Bingwen.

Chen Bingwen took a sip, carefully discerning the flavor on his tongue. It was smooth, creamy, and had a perfect level of sweetness—just the familiar, standard taste!

“The taste is normal!” Zhong Qiang’s tone was tinged with confusion, and even more so with a deep sense of helplessness.

Why does the taste change when it's delivered to the customer?
All the evidence seems to point to one conclusion: the raw materials are fine, the process is fine, and the execution is fine.

However, the reality is that the recalled sesame paste samples, while exuding a familiar sesame aroma, do indeed have a lingering, unpleasant bitterness that makes one frown.

The recalled sesame paste amounted to twenty-four barrels, piled up against the wall, like a wall of shame, stimulating the hearts of everyone at the Kwun Tong factory.

Everyone at the Kwun Tong factory, including Chan Ping-man, tasted it and indeed, there was a subtle bitterness mixed in with the rich sesame flavor and the sweetness of sugar.

With the raw materials from the same source, the process consistent, and the equipment functioning normally, all the leads from routine investigations had run dry. The atmosphere in the office grew even more tense, as if trapped in a dead end.

Chen Bingwen picked up the bowl of problematic sesame paste and took another bite.

That faint, almost imperceptible bitterness lingered stubbornly on the tip of the tongue.

He took another sip of Changsha Bay sesame paste, which was rich, smooth, and purely sweet.

With such obvious differences, where exactly does the problem lie?
Chen Bingwen's gaze unconsciously swept across the scenery outside the window.

In the distance, massive industrial chimneys spewed out grayish-white smoke.

His gaze fell on the blurry outline of the water tower in the distance, and a thought flashed through his mind like lightning!

He turned around abruptly, almost shouting, "Water! It's a water problem!"

Everyone in the office was stunned, and all eyes turned to him.

Zhong Qiang instinctively retorted, "Boss, water? We use municipal tap water. Aren't Kwun Tong and Cheung Sha Wan both part of the Hong Kong Island water supply system?"
They should all be the same! Besides, when we cook, we always boil the water.”

"The same in theory doesn't mean the same in practice!"

Chen Bingwen interrupted him and said directly: "The degree of water pollution in different districts of Hong Kong Island, the aging of pipes, and slight differences in water treatment processes can all affect the final taste!"
Especially in old industrial areas like Kwun Tong, the water quality is more likely to be hard, have high mineral content, or be contaminated with pollutants!
This bitter taste is very likely caused by residue of some mineral or disinfection byproduct!

This idea was bold and subversive; no one had ever looked at the most unassuming water source before.

"Verify immediately!"

Without the slightest hesitation, Chen Bingwen decisively ordered, "Since the small-pot simulation process cannot find the problem, then we will start mass-producing it on-site again according to the process flow."

"Use the same batch of sesame seeds. Even if this whole pot of sesame paste goes to waste, you must find the root cause of the problem!"

His voice was firm and resolute, carrying an unquestionable determination.

Making sesame paste in large batches, up to ten barrels at a time, can result in a loss of nearly three thousand yuan if there is a problem.

However, now is not the time to consider the gains and losses of three thousand yuan; what Chen Bingwen wants most is to find out the cause of the problem.

At a single command, the Kwun Tong factory, which had just been quiet, instantly became busy again, but the atmosphere was completely different.

Although it cannot be definitively determined whether the problem is with the water, at least a suspect has been identified.

The workers quickly retrieved the raw materials and cleaned, soaked, and ground them according to standard procedures.

The huge stainless steel cooking pot was restarted, and tap water was poured into it.

Chen Bingwen stood personally by the pot, keeping a close eye on the water level.

Zhong Qiang and Gao Zhenhai stood on either side of him, their expressions tense and focused. The water boiled, and the ground sesame paste was poured into the boiling water, stirred and cooked strictly according to the procedure.

The rich aroma of sesame filled the air once again, but everyone's hearts were in their throats.

As time passed, the sesame paste in the pot gradually became thick and glossy.

Finally, it's time to take it out of the pot and let it cool.

When a large spoonful of freshly made, steaming sesame paste was ladled into a bowl, Chen Bingwen was the first to pick up the spoon, gently blow on it, and put it in his mouth.

He moved slowly, his brow furrowed, savoring the moment. The air in the office seemed to freeze.

A few seconds later, Chen Bingwen's eyebrows shot up sharply, and he said in a deep voice, "Bitterness! It's this bitterness!"

Although it was lighter than the recalled samples, that familiar, discordant, bitter aftertaste was clearly present!

Zhong Qiang and Gao Zhenhai quickly took a bite each, and their expressions changed instantly: "Yes! That's the taste! Although it's a bit bland, it really does taste like that!"

"The problem lies with the water source!" Chen Bingwen asserted confidently.

Although the water at the Kwun Tong plant has not yet been fully tested, Chan Ping-man is highly certain that the problem lies with the water.

"Ah Hai, tomorrow take a few bottles of water from Cheung Sha Wan and Kwun Tong respectively and send them to the Hong Kong Polytechnic University for testing to see if there is any difference."

"Brother Qiang, contact the equipment supplier and purchase a water treatment system. From now on, all food produced at the Kwun Tong plant must use purified water."

"Yes, boss."

Zhong Qiang was immediately alerted and contacted the equipment supplier.

Due to its geographical location, Hong Kong Island has been using water from the Dongjiang River in mainland China since 1965, which is supplied to Hong Kong Island through the Dongjiang-Shenzhen Water Supply Project.

However, due to pipeline limitations of the East S-Shenzhen Water Supply Project, the water supplied to Hong Kong Island only accounts for 70% of the island's annual water consumption, with the remainder relying on rainwater collected from local reservoirs and ponds for water supply.

Water that may appear to be the same can actually be quite different.

Soon, an industrial-grade water purification system worth HK$2.4 was delivered to the factory and installed overnight.

The next morning, when the first batch of sesame paste, made with purified water, was freshly made, everyone at the Kwun Tong factory gathered around, both nervous and expectant.

Bowls of sesame paste were distributed to everyone.

Chen Bingwen took the lead, solemnly scooped up a spoonful, and put it in his mouth.

The delicate, smooth, rich, and pure sesame aroma instantly envelops the taste buds, leaving a lingering aftertaste.

Most importantly, that damn bitter taste completely disappeared!
"That's great!" an old worker couldn't help but exclaim, a smile spreading across his face.

"It smells so good! It's so smooth! There's absolutely no bitterness left!"

"It tastes even better than before!"

"Yes, yes, yes! That's the taste! Rich, smooth, and creamy! This is what Chen's Sesame Paste should taste like!"

The tasting session was met with enthusiastic praise and applause, and the workers wore relieved smiles.

Zhong Qiang looked at Chen Bingwen excitedly, his voice choked with emotion: "Boss! The sesame paste tastes amazing!"

Chen Bingwen's long-held anxiety finally subsided.

However, the product issue was resolved, but the crisis was far from over.

Nearly a thousand servings of the problematic sesame paste had already been sold before the recall.

The bigger challenge lies in how to salvage the reputation, rebuild trust, and even turn this crisis into an opportunity to enhance the brand image.

Back in his office, he prepared to take a sip of water and sort out how to handle the crisis.

The phone on the table suddenly rang.

Chen Bingwen picked up the receiver and heard the voice of Manager Zhang from HSBC Securities on the other end of the line.

"Mr. Chen, just now, a shocking rumor suddenly broke out in the market."

Jardine Matheson Chairman John Newbiger personally sought a meeting with HSBC tycoon Michael Sandberg, urgently requesting a massive loan, potentially amounting to hundreds of millions of Hong Kong dollars, to protect Wharf Holdings' controlling stake!

Jardine Matheson's counterattack has finally arrived. And its first move is a direct strike to the heart of the matter, seeking support from HSBC, the uncrowned king of Hong Kong's financial world and a financial behemoth!

This is undoubtedly the ultimate weapon that Jardine Matheson can use. Once HSBC gives its approval, a continuous stream of funds will be injected into Jardine Matheson, and Li Ka-shing's acquisition plan will face annihilation.

Manager Zhang's voice continued, speaking rapidly: "As soon as the news came out, the market went crazy instantly. Wharf Holdings' stock price plummeted, falling all the way from a high of 35 yuan, breaking through the 32 yuan mark in an instant, and even dropping to 31.5 yuan!"
The battle between bulls and bears was fierce, with record-breaking trading volume; the entire exchange was in an uproar!

Upon hearing the news, Chen Bingwen's heart nearly leaped out of his chest.

Compared to those market giants who can mobilize hundreds of millions of dollars at a time, his meager principal and unrealized profits are as fragile as a small boat in a raging storm.

At this moment, the small boat is being slammed down by the towering, terrifying waves, and it could capsize at any moment.

However, panicking and losing one's footing is not his style. Once he has made a decision, he is determined to bear the consequences.

He calmed himself down and said thank you, "Thank you, Manager Zhang. Please continue to monitor the situation closely and let me know immediately if there are any new developments."

After all, stock trading methods are very primitive now, and information is also very outdated.

Transactions between buyers and sellers are facilitated by brokerage firms.
Any human error will be magnified infinitely at this time.

He should thank Manager Zhang for informing him of the unusual stock price movement.

"Okay, I'll let you know as soon as possible."

Chen Bingwen's calm and composed voice immediately calmed Manager Zhang down.

He also felt that he was being swept up in the atmosphere of the stock exchange and was making a mountain out of a molehill.

The two chatted for a few more minutes, exchanging opinions on their holdings, before Chen Bingwen hung up the phone.

Just after hanging up the phone, Gao Zhenhai pushed the door open and came in.

“Ah Hai, you’ve come at the right time. I’ll draft a notice. You go and contact the fastest printing shop right away to print forty copies and post them at the mobile food carts and standard stores.”

"Brother Wen, didn't we refund the customer yesterday?"

Gao Zhenhai was somewhat puzzled by Chen Bingwen's approach and asked in confusion.

"Simply refunding them isn't enough. Those customers who bought the problematic sesame paste are like a thousand sparks, ready to ignite at any moment."

If the fire isn't extinguished immediately, the brand reputation that Chen's Dessert Soup has just built could be burned down at any moment.

He stared intently at Gao Zhenhai, speaking earnestly, "Simply refunding is like cutting a wound in the customer's heart and then giving them some money to see a doctor themselves."

Even after the customer has paid, the scar of "Chen's products might have problems" still lingers in their mind!

Next time he passes by, he might not dare to buy it, and might even tell others, "Don't drink Chen's sesame paste!"

Gao Zhenhai was stunned; he hadn't really thought that far ahead.

"The core of crisis public relations is to repair trust!" Chen Bingwen said firmly. "What we need to do is not wait for customers to come to us and passively request refunds."

Instead, we must take the initiative and let all customers, especially those who may have already tried it but haven't spoken up, or those who have heard about it and have doubts, clearly see Chen Ji's attitude and capabilities!

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(End of this chapter)