Chapter 24: Winds and Clouds Rising

"Ah Hai, notify all mobile sales points in Yau Tong, Lam Tin, and any other potentially affected areas immediately! Stop the sale of this batch of black sesame paste at once!

For those already sold, offer a full, unconditional refund to any customer who comes forward. Give them an extra bowl of sweet soup for free, apologize in person, and be sincere! We will bear the loss!

Second, notify Shunda Logistics to recall all products from this batch that have been delivered but not yet sold! Not a single spoonful should remain on the market!"

He issued his instructions with rapid-fire speed. There was no time for hesitation; every minute of delay only amplified the negative impact. He had to nip the brand reputation crisis caused by the bitter taste of the sesame paste in the bud.

"Third, start the investigation immediately! Raw materials, processes, equipment, operators... check every single link with a fine-toothed comb! Brother Qiang, you oversee this personally. I will wait here for the results!"

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

As Gao Zhenhai left, the atmosphere in the factory grew stifling.

"Boss, this matter is suspicious!" Zhong Qiang set down the spoon he was holding, his brows knitted tight. As the technical director, product quality was directly linked to him, and he had to explain the situation to Chen Bingwen.

"The equipment parameters here are exactly the same as the Cheung Sha Wan factory. Although they are second-hand and a bit old, I personally led the team to calibrate them to the best condition. Moreover, we conducted trial production before mass production. There is no reason for such a big difference in taste, especially this faint, astringent bitterness—it simply shouldn't be there!"

"Take all the team leaders and quality inspectors, and check every batch of raw materials used in the Kwun Tong factory today—from the sesame, sugar, and water in the warehouse to the mixing paddles, buckets, and pots on the production line! Get the production process logs, operator rosters, and equipment operation records into the office! I want to see records of every step, every person who handled it, and every point in time, from the moment the raw materials arrived to the final packaging! Also, use the same batch of materials to produce two more test batches right now, strictly following standard procedures! I need to compare them!"

After speaking, Chen Bingwen turned and strode toward the simple office at the Kwun Tong factory. He would investigate here personally until the cause of the bitter sesame paste was found.

Over the next few hours, the atmosphere at the Kwun Tong factory became extremely tense. The office desk and the floor were piled high with record books, raw material sample bags, empty bowls, and papers filled with data. The air was thick with the scent of sesame, the smell of paper, and a heavy sense of anxiety.

Zhong Qiang and several key technicians had bloodshot eyes as they scoured every record like a comb passing through hair.

"Boss, the sesame was purchased three days ago from the same supplier as the Cheung Sha Wan factory. It's the same batch, and there are no signs of oxidation or mold!" Zhong Qiang pointed to the open report, his voice hoarse. "The sugar, same batch, same source."

He flipped to the production records. "Process parameters: soaking time, grinding fineness, boiling temperature, duration, mixing speed..." His finger traced several key control points. "All recorded values fluctuate within the standard range, no different from the records at the Cheung Sha Wan factory! The operators are experienced hands who passed their post-training assessments, and the entire process was supervised by shift leaders. No violations were found!"

To verify, Zhong Qiang even performed the operation again in front of Chen Bingwen, using the sealed samples of the same batch of sesame and sugar, strictly following the standard process.

The sesame paste in the small pot gave off a rich aroma. After it was cooked and cooled, Zhong Qiang was the first to scoop a spoonful, taste it carefully, and frown deeply before handing it to Chen Bingwen.

Chen Bingwen took a sip, his tongue carefully discerning the flavor: fragrant, smooth, dense, and with moderate sweetness—it was the familiar, standard taste!

"The taste is normal!" Zhong Qiang’s tone was filled with confusion and a deeper sense of helplessness.

If it was normal, why did it change when it reached the customers?

All the evidence seemed to point to one conclusion: the raw materials were fine, the process was fine, and the execution was fine. Yet, the fact before them was that the recalled samples of sesame paste, while possessing the familiar aroma of sesame, indeed contained a lingering, unpleasant bitterness.

Twenty-four buckets of recalled sesame paste were stacked against the wall, serving as a wall of shame that stung the heart of everyone at the Kwun Tong factory. Including Chen Bingwen, everyone had tasted it, and there was indeed an elusive bitterness hidden within the richness of the sesame and the sweetness of the sugar.

Same raw materials, identical process, no equipment anomalies... all conventional leads were dead ends. The atmosphere in the office became even heavier, as if they had reached a dead end.

Chen Bingwen picked up that bowl of problematic sesame paste and took another sip. That faint bitterness stubbornly remained on the tip of his tongue. He then took a sip of the sesame paste from Cheung Sha Wan—rich, smooth, and purely sweet.

The difference was so obvious; where exactly did the problem lie?

Chen Bingwen's gaze swept unconsciously across the view outside the window. In the distance, a massive industrial chimney was belching out gray-white smoke. His eyes landed on the blurred outline of a water tower in the distance, and a thought flashed through his mind like lightning!

He turned abruptly and shouted, "Water! It's the water!"

Everyone in the office was stunned, their eyes fixed on him.

Zhong Qiang reflexively retorted, "Boss, the water? We use municipal tap water. Aren't Kwun Tong and Cheung Sha Wan both on the Hong Kong water supply system? It should be the same! Besides, when we cook things, we boil the water..."

"Theoretically the same doesn't mean practically the same!" Chen Bingwen interrupted him. "The degree of water pollution, the aging of pipes, and the minor differences in the water treatment processes in different districts of Hong Kong can all affect the final taste! Especially in an old industrial area like Kwun Tong, the water is more likely to be hard, have a higher mineral content, or suffer from contamination seepage! This bitterness is likely caused by some mineral or residual disinfection byproduct!"

This idea was bold and subversive; no one had ever turned their attention to such an inconspicuous source.

"Verify it immediately!" Chen Bingwen did not hesitate. "Since the small-pot simulation didn't find the problem, we will cook a large batch on-site, strictly following the process. Use the same batch of sesame. Even if this whole pot is wasted, I must find the root cause!"

His voice was firm and decisive, leaving no room for doubt. Cooking a large batch of sesame paste produced ten buckets at a time; if there was a problem, he would lose nearly three thousand dollars in one go. However, this was no longer the time to worry about three thousand dollars; finding the cause was Chen Bingwen's top priority.

At his command, the recently quiet Kwun Tong factory became busy again, but the atmosphere was completely different. Although they couldn't be certain it was the water yet, at least they had a suspect.

The workers efficiently gathered the ingredients, washing, soaking, and grinding them according to the standard process. The giant stainless steel steamer was restarted, and tap water poured into the pot.

Chen Bingwen stood by the pot, staring at the water level. Zhong Qiang and Gao Zhenhai stood on either side, their expressions tense and focused. The water boiled, the ground sesame paste was poured into the boiling water, and it was stirred and cooked in strict accordance with the procedure.

The rich aroma of sesame spread out again, but everyone's heart was in their throats. Time ticked by, and the sesame paste in the pot gradually became thick and glossy.

Finally, it was time to cool it down. When a large ladle of freshly cooked, steaming sesame paste was scooped into a bowl, Chen Bingwen was the first to pick up a spoon, blow on it gently, and take a bite.

His movements were slow, his brows furrowed as he savored it. The air in the office seemed to freeze.

A few seconds later, Chen Bingwen's brows shot up, and he said in a deep voice, "Bitterness! That’s the bitterness!"

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

Zhong Qiang and Gao Zhenhai quickly tasted it as well, and their faces changed instantly: "Right! That’s the taste! It’s lighter, but it’s definitely there!"

"The problem is the water source!" Chen Bingwen was certain.

Although the water at the Kwun Tong factory hadn't been tested yet, Chen Bingwen was almost certain it was the water.

"Ah Hai, tomorrow, take samples of the water from Cheung Sha Wan and Kwun Tong and send them to the Hong Kong Polytechnic Institute for analysis to see if there is any difference."

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

"Yes, Boss." Zhong Qiang felt a surge of energy and immediately contacted the supplier.

Due to its geographical location, Hong Kong had been using Dongjiang water from the mainland since 1965, imported through the Dong-Shen Water Supply Project. However, due to pipeline limitations, this water only accounted for 70% of Hong Kong's consumption; the rest relied on local reservoirs and ponds collecting rainwater. Water that appeared identical could actually be quite different.

Soon, an industrial-grade water purification system worth 24,000 Hong Kong dollars was delivered and installed overnight.

Early the next morning, when the first pot of sesame paste made with purified water was ready, everyone at the Kwun Tong factory gathered around, nervous and expectant. Bowls of sesame paste were handed out to everyone.

Chen Bingwen took the lead, solemnly scooping a spoonful into his mouth. The delicate, smooth, and rich, pure sesame aroma instantly enveloped his taste buds, leaving a lingering aftertaste. Most importantly, that damn bitterness had completely vanished!

"That’s it!" an old worker couldn't help but shout, a smile appearing on his face.

"So fragrant! So smooth! There’s really no bitterness at all!"

"It tastes even better than before!"

"Yes, yes! This is the taste! Fragrant, thick, and smooth! This is what Chen’s Sesame Paste should taste like!"

The scene erupted in cheers and applause, and the workers wore looks of relief. Zhong Qiang looked at Chen Bingwen, his voice choked with emotion: "Boss! The sesame paste tastes fantastic!"

Chen Bingwen's heart, which had been hanging in the balance, finally settled. However, while the product problem was solved, the crisis was far from over.

Before the problematic paste was recalled, nearly a thousand servings had already been sold. How to restore their reputation, rebuild trust, and even turn this crisis into an opportunity to enhance the brand image was a much greater test.

Returning to the office, he prepared to have a drink of water and sort out how to handle the crisis PR. Suddenly, the phone on his desk rang.

Chen Bingwen grabbed the receiver and heard the voice of Manager Zhang from HSBC Securities.

"Mr. Chen, just moments ago, a shocking rumor broke out in the market. Jardine Matheson Chairman Henry Keswick personally requested a meeting with HSBC head Michael Sandberg, urgently begging for a massive loan, potentially amounting to hundreds of millions of Hong Kong dollars, to defend their controlling stake in Wharf Holdings!"

Jardine's counterattack had finally arrived. And they struck at the vital point immediately, seeking support from HSBC, the uncrowned king of Hong Kong's financial world and a capital giant! This was undoubtedly the ultimate weapon at Jardine’s disposal. If HSBC agreed, a steady stream of capital would flow into Jardine, and Li Ka-shing's acquisition plan would face total disaster.

Manager Zhang’s voice continued, speaking rapidly: "As soon as the news came out, the market went crazy. Wharf’s stock price plummeted off a cliff, plunging from its high of 35 yuan, smashing through the 32-yuan mark, and even dipping toward 31.5 yuan! The battle between bulls and bears is brutal, with record-breaking volume; the entire exchange is in an uproar!"

At the moment he heard this news, Chen Bingwen's heart almost jumped out of his chest. Compared to the market giants who could move hundreds of millions at will, his meager capital and floating profits were as fragile as a small boat in a raging storm.

At this moment, that boat was being slammed by a massive wave of panic, ready to capsize at any time. However, panic and losing his footing were not his style. Since he had made the decision, he had the resolve to bear the consequences.

He steadied himself and thanked him: "Thank you, Manager Zhang. Please continue to monitor the situation closely, and let me know immediately if there are any new developments."

After all, the methods of stock trading at the time were very primitive, and information was very lagging. Buy and sell orders relied on securities firms to match, and any human error would be magnified infinitely. It was only right to thank Manager Zhang for informing him of the unusual stock movements.

"Uh... alright. I will keep you informed." Chen Bingwen's composed voice made Manager Zhang calm down instantly. He felt that he had been swept up by the atmosphere of the exchange and had perhaps made a mountain out of a molehill.

...

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

Just as he hung up, Gao Zhenhai pushed the door open.

"Ah Hai, you've come at the right time. I'm drafting an announcement. Go contact the fastest printing shop immediately and have forty copies printed urgently to post on the food carts and standard shops at our mobile sales points."

"Brother Wen, didn't we already refund the customers yesterday?" Gao Zhenhai asked, confused by Chen Bingwen's approach.

"A refund alone is not enough. Those customers who bought the problematic sesame paste are like a thousand sparks, ready to burn at any moment. If we don't extinguish them immediately, the brand reputation that Chen’s Sweet Soup has just established could be burned to the ground in a single blaze."

He stared intently at Gao Zhenhai, speaking earnestly, "A refund alone is like cutting a wound in a customer's heart and then giving them some money to see a doctor themselves. The customer takes the money, but the scar in their heart—the thought that 'things from Chen’s might have problems'—remains! Next time they walk by, they might not dare to buy, or even tell others that 'Chen’s Sesame Paste is not to be drunk'!"

Gao Zhenhai was stunned; he hadn't thought that deeply.

"The core of crisis PR is repairing trust!" Chen Bingwen said decisively. "What we need to do is not wait for customers to come to us for a passive refund. We need to take the initiative and let all customers—especially those who might have consumed it without saying anything, or those who have heard rumors and have doubts—clearly see the attitude and capability of Chen’s!"