Situation
A group of IBM personnel, employees and distributors banded together to feast their list of clienteles for Buka Puasa (break fast) at Perbadanan Putrajaya, 9 August 2012. Invitation included clients' employees and family. They prepared a hall and filled it with 100 tables that accommodated 10 pax each. They catered the food.
At approximately 7pm, after braving the Kuala Lumpur traffic, guests started to fill the hall. Some had driven over two hours to get to the venue. The guests list were ready and checked for presence. Guests were assigned to their allotted tables. Chocolate coated dates were passed out, with hosts stating that guests can help themselves to how many boxes they would like to have as there were no limitations.
At approximately 7:15pm, the guests started to take their food and queued a long line towards only one designated area. So, approximately 1,000 invited guests were expected to crowd in a small hallway that had only one line of tables. One end offered desserts and the other end served the main meal. At the end of the row of tables were 2 huge woks with kawah delicacies. One must remember that this is not a kenduri kahwin where guests arrive in batches...in Ramadhan, everybody eats sharp at the sound of azan, which means everybody eats at the same time! So, people will all head for food at the same time!
By approximately 7:30pm, the food was gone and the caterer did not look like they were about to replenish. One-third of the guests have not accessed the food, while the other third managed to only get the minimum because they prayed first. The soya was finished. There were no back up beverage but water. There was only one container that carried hot tea. By 7:45, half of the guests left. Syrup was served as the alternative beverage after soya and water. One of the hosts got up on stage and apologized for the chaos and lack of food, with a quick disclaimer that the event was not an official IBM event but hosted by a group of IBM employees. Since the caterer had no intention of replenishing the food, the flabbergasted group of hosts ordered last minute take outs and fried tit bits but announced that the food was finished to hungry Muslims just arriving from traffic jam.
Soon, some of the hosts left, literally abandoning confused guests. Remaining guests were walking aimlessly and trying to figure out what to do while those who brought children tried to feed their family. Hungry from a day of fasting, many who were just too exhausted, sat around and ate leftovers. Some who stayed received the last minute take out food of fried chicken, murtabak, and skewered fish balls and crab sticks, amongst the few that was seen.
Other Issues
1. The Soya was served hot but not fresh, with some glasses having hints of sourness that suggest that the drink was going bad.
2. The cendol was sour.
3. No one was manning the dessert counter that the chocolate fondue was hijacked and the marshmallows were gone before anyone could have a good look at it.
4. The ABC was poorly organized that nobody knew how to man the ice machine. By the time anyone knew what was going on, the children were making the machine their personal plaything.
What could have been done?
1. Not have a disclaimer. Apologize and trouble shoot. There are many food outlets in Putrajaya which the hosts could've called and booked tables for the hungry guests. These guests could have been ushered for maghrib (for the hosts to buy time and organize the alternative venue and food) then be shuttled or advised to the various other newly booked venues to have their dinner.
2. Not abandoned their guests. Stick around and go from table to table to identify which groups of guests had not had their dinner. Make sure that they get at least some dates and water to sooth their dry throats. One of the hosts could also opt to take to the stage and entertain or talk to the guests.
3. Insisted that the caterer man the necessary booths to ensure that guests are not running amok with the machines or tools meant to prepare desserts or other delicacies.
4. Stop serving food that had gone bad. Quickly buy cartons of juices, water bottles, or any other available drinks at Carrefour or Cold Storage at Alamanda that are just a stone throw away. There are various tit bits that could've been purchased to keep the guests munching while waiting for food to arrive.
5. Never give out freebies without accounting for it, unless the freebie is endless. It is human nature to hoard when things are free and the ones that come later will be at risk of not getting any.
Given the unfortunate situation but in the month of Ramadhan, much could've been done. Muslims are more than happy to be told to group and pray for maghrib while waiting for food. If the food has yet to arrive or the organization of the alternative food outlet was delayed, a quick bite of tit bits and a gulp of juice would suffice to be followed up with terawikh prayers. In that time, the food situation would have been settled and both guests and hosts would've save much of the fasting deeds that I am sure are all lost to cursing and frustration. Some of our souls burned in hell today.
If you are a PR practitioner, what would have you done?

















