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FOOD AND DRINK

Fonduegate: Why customer service is different in France

An argument in a Paris cheese shop over a fondue taught The Local's Europe editor Ben McPartland that the phrase "the customer is always right" just doesn't apply in France.

Published: 20 December 2017 23:51 CET
Updated: 24 November 2023 16:52 CET
Fonduegate: Why customer service is different in France
A couple enjoy a fondue in Bern, Switzerland (Photo by STEFAN WERMUTH / AFP)

As a veteran of fondues I know what I want in there: Comté, Beaufort and Appenzel. Forget Emmental, it’s not strong enough.

But a few years ago, my usual Paris cheesemonger put a spanner in the works of my fondue plan.

When I asked him for some Beaufort he just looked at me and shook his head. The conversation went roughly like this.

Monsieur fromage: “The Beaufort is just too good.”

Me: “Ah great. I’ll have 200 grams please”.

Monsieur: “No it’s too good for a fondue. It’s so tasty. It would pain me (faire mal au coeur) to see it melted.”

Me: “Ha ha, OK that sounds amazing. I’ll have 400 grams please.”

Monsieur: “No, no. It would be a waste. This is a 2015 Beaufort. And at €39 a kilo. It’s too expensive for a fondue.”

Me: “Ah that’s OK I don’t mind paying.”

Monsieur: “No, No. I’ll give you some Abondance. It’s a similar cheese and cheaper.”

Me: “Errrr. OK, but can I have some Beaufort too.”

Monsieur: “Are you going to put it in the fondue?

Me: “Errrrrr (I can’t lie), oui.” 

Monsieur: “Sorry can’t do it.”

Me: “Wait, you are meant to be a cheese-eating surrender monger.”

Monsieur: “What?” 

OK that last bit was made up. But in my head I was thinking “Cheeses Christ. Is he for real or is he totally Emmental. Does he not want my money?”

Isn’t the customer meant to always be right? What would have happened if I had insisted? Would he have thrown me out for his principles and told me to go and spend my €44.53 in another cheese shop?

Could he report me to the préfecture and scupper my future attempts to get French nationality? I feared I would be banished to cheese hell (Holland) if I pushed it too far. I was left in shock but also awe of the man who protected the welfare of his cheese.

In the end we reached a kind of compromise. He gave me Abondance for my fondue and agreed to sell me 200g of his special Beaufort as long as I signed a “compromise de vente” (sales agreement) that it wouldn’t be grated or melted and would only be used to be put on display on the mantelpiece.

Well not quite, but almost.

He did also take the time to explain to me why a 2015 Beaufort is just too good for fondue – good Beaufort aged for two years are becoming harder to find these days, apparently, because they are expensive to make and store.

Producers are under pressure to earn money and they know the name Beaufort will sell anyway, so they are not bothering to keep them and age them. The ageing process can be risky and it can go wrong and lead to the cheese being ruined.

He invited me to pop to a supermarket and buy a 6-month-old Beaufort for a fondue, but not his 2015 vintage. The taste would be lost forever in that melting pot.

Because this happened in the social media heyday of 2017, the story of ‘fonduegate’ spilled over onto Twitter where many sided with the shopkeeper and some even felt sympathy with my position.

Even France’s Ambassador to Sweden got involved and as you’d expect he was very diplomatic.

Anyway I might not have come away with the cheese I was after but I certainly learnt a thing or two.

The reaction of the French shopkeeper was not of course a total surprise. Most people who have lived in France will have a story of having been corrected or even told off by shopkeepers, waiters or chefs after trying to order something.

FACTCHECK Do French waiters really tell you what you can order?

There are the chefs who refuse to do a steak well done. A waste of good meat, they say. There are wine sellers who refuse to sell you a bottle of Bordeaux if they find out you are cooking Boeuf Bourguignon and the clothes store staff who simply tell you: “Sorry you are just too big to fit in that size”.

While everyone who has been to France has probably had the experience of a moody waiter or a shopkeeper who seems affronted you entered his/her store to spend money, they do have an unfair reputation of being impolite and snooty.

They generally know their stuff, especially when it comes to food and are a lot more passionate about what they are selling than we perhaps are used to in stores in “Anglo-Saxon” countries where might get the works in terms of politeness, but do we always get the expertise?

So respect to the Paris cheesemonger. A man who puts fromage above fric.

READ ALSO: Best Briehaviour: A guide to French cheese etiquette

For members

SCHOOLS

Are packed lunches really banned in French schools?

School children in France are entitled to a lunchtime meal of three, or even four courses – but what if you prefer to provide meals yourself? 

Published: 22 May 2024 12:24 CEST
Are packed lunches really banned in French schools?

French school meals are, famously, pretty good – children get a three or even four-course meal of properly prepared dishes and the menu (including cheese course) is usually published in the local town newsletter so everyone can see the types of meals being served.

The concept of a proper meal at lunchtime is an important one. “The diet of a school-age child is essential for their growth, mental development and learning abilities,” the French Education Ministry says in a preamble about school meals on its website. “It must be balanced, varied and distributed throughout the day: for example 20 percent of total energy in the morning, 40 percent at midday, 10 percent at four o’clock and 30 percent in the evening.”

And it’s not all about nutrition, the social aspect of sitting together and eating a meal is also important – the ministry continues: “Mealtime is an opportunity for students to relax and communicate. It should also be a time for discovery and enjoyment.”

All schools provide meals in a canteen and most pupils take up the opportunity – however it’s also possible for pupils to go home at lunchtime so that they can eat lunch with their parents.

The idea of taking in a packed lunch (panier-repas) is much less common in France – but is it actually banned?

The rules on lunch

At écoles (up to age 11), the local authority or établissement public de coopération intercommunale (EPCI) is responsible for providing quality school meals. This generally involves meals being provided via a central kitchen, and then delivered to the school’s kitchen, where it can be kept warm, or reheated as necessary.

The system is slightly different in collèges and lycées (attended by children aged 11 and up). In those establishments, catering falls into the purview of the wider département or region – and is routinely managed directly by individual establishments, which will have catering staff on site to prepare meals. Often, meal services are outsourced to private businesses, which operate the kitchens.

There are various rules and regulations in place regarding what food is offered, and how long a child has to eat – which is, in part, why the school lunch period is so long. Children must be allowed a 30-minute period to eat their meal, from the moment they sit down with it at the table. 

Then, they’re given time to play and relax before afternoon classes start.

READ ALSO What you need to know if your child is starting school in France

At a minimum lunch must include a main course with a side dish, a dairy-based product, as well as a starter and/or a dessert. Meals must also, the government says, be composed of 50 percent sustainable quality products (including 20 percent organic).

Some local authorities go further and serve only or mostly food that is organic, locally sourced or both.

Water and bread must be freely available, but salt and condiments can only be added in preparation – no sauce bottles or salt and pepper on the tables. 

Daily menus are generally available to view on school websites and many town newspapers or newsletters also publish them.

Parents pay a fee for the school lunch, which is calculated according to income and can be free in the case of low-income families.

Packed lunch

But what if your child doesn’t like the school lunches and you don’t have time to pick them up, cook a full lunch and take them back in the afternoon everyday? The obvious solution would seem to be to send them in with a packed lunch, as is common in the UK and USA.

In theory this is possible, but only in certain circumstances and with very strict rules and caveats. 

The Ministry, in a written response to a Senator’s question in 2019, said: “The use of packed lunches [home-supplied meals] by primary school students can provide an alternative to school meals. This method of catering is authorised in particular for children with a medically established food allergy or intolerance, requiring an adapted diet.”

READ ALSO How to enrol a non-French speaking child in school in France

It added: “the preparation and use of packed lunches in schools must follow certain rules. First of all, it is important to respect the cold chain”.

The cold chain is a term applied to food handling and distribution – it’s usually used by food-preparation businesses, but in the context of a packed lunch it means that food prepared at home must be kept in appropriately cool conditions until it is ready to eat. It would be the responsibility of parents to ensure that the food is delivered to school in containers appropriate for the job (ie an insulated cool bag).

Once at the school, it is up to whoever manages the kitchen to ensure that food is properly reheated. This becomes the sticking point at which many parents’ requests to send their children to school with a packed lunch, rather than go to the canteen, or eat back at home, are refused.

The reheating concern suggests that schools are also expecting parents to prepare a proper meal – rather than just throwing some sandwiches and a cereal bar into a bag.

Unless there’s a genuine and proven health reason for your child to eat a home-prepared meal, most parents will probably find the school won’t budge on this – even in cases of a strike by kitchen staff or lunch monitors.

READ ALSO Just how much do private schools in France cost?

The Ministry’s written response explains: “[A]s this is an optional public service, the municipality can justify its refusal to admit the children concerned by objective material and financial constraints, such as the need to equip itself with additional refrigerators, or for additional supervisory staff to supervise them during lunch.”

As well as the practicalities, for some schools this is an equality issue – because of the varied fee structure for school lunches what happens in effect is that richer parents are subsidising a good quality lunchtime meal for poorer students in the class; if everyone brought in a packed lunch and therefore stopped paying the fee, the lower-income kids would miss out. 

What about allergies or other health issues?

Children with allergies or other health issues that require a particular diet must be accommodated. An individual meal plan – known as a projet d’accueil individualisé (PAI) can be set up. More details (in French) are available here, on the government’s website.

It also becomes easier for parents to provide home-produced meals in such instances. As ever, it is up to the parents to ensure any meals are appropriately packaged and transported to school.

Not all schools

Some individual schools in France do permit pupils to bring in meals from home. They must be taken to school in an appropriate cold-storage container, and they will be stored in the kitchen area until they are needed, when meals will – if necessary – be reheated.

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