KEY POINTS:
The catering company boss whose angry email outburst to a customer went global has gone on the attack again - and this time she's targeting the hundreds of New Zealanders who she says have subjected her to a torrent of personal abuse.
In an exclusive interview, Gourmet Food Store owner Margaret McHugh claims more than 100 people have already been forced to apologise to her, after they took exception to the way she treated a customer.
Last week, McHugh told the, customer, Hayley Johnstone to "get into the real world, young lady", that "you were probably bottle-fed till late teens" and "I expect you still believe in Santa Claus".
Johnstone, who was planning an event for her firm Ray White real estate, had been querying prices of McHugh's strawberries.
An unapologetic McHugh says Hayley had no idea what a great deal she was getting for her to provide nibbles - the total price of $8-a-head was a great deal.
"The strawberries have got drambuie in them, and chocolate dipped - they're big, fat mothers. Buy them for a buck, sell them for two.
"I'm not going to be a millionaire. So I'm sure Hayley is a nice woman... misguided, but I'm sure she is nice.
"People said that I was under stress... ah, no... it's just me, totally and utterly me - I am not PC.
"Hayley said 'this is the rudest email'... so in my mind, I said 'you ain't seen nothing yet'."
Since the email exchange went global, McHugh says she's received more than 1000 emails, most of them abusive. "It's a sick society."
She's now contacting 242 companies, whose computers were used by staff to abuse her. "What do I say to them? I say 'My name is Margaret McHugh. I want to know if your company policy is that staff can bad-mouth me on your letterhead through the internet.' Then I go through a list of the names and I say 'do they work for you?' I say 'would you like to see what they've been writing about me - in your time?'
"Shock, horror! I name the people so there is no doubt... that's called doing your homework. People say 'look, Margaret leave it alone'. I'm actually enjoying it."
During our interview, McHugh's phone rings. "Oh, hello, Debbie from Tower... that's right...the person has sent me an email that is unacceptable.
"That person has to call me and apologise. I won't eat them but it's the only way to remember they cannot abuse a customer. We have four policies with your company and another one pending - a new home - and I say to myself 'why would I continue with Tower?' So thank you, Debbie, for your call but I'd be grateful to know what's going to happen to the young man who sent me that dreadful email."
McHugh would only be interviewed in her car. She's a trained chef, with a refined accent. She refused to allow the Herald on Sunday photographer to take a shot of her full body. She is, she says, a "big bird".
"I'd like more of a side-on [photo] than a full, fat face."
"I'm very strong in lots of ways but when you get 1000 emails saying 'you're a f***ing fat tart', you just don't need that."
Other people have attacked her customer service principles and her website design. "A guy said 'I bet you'll be bankrupt by the end of Christmas', so I responded, 'You're on, big boy - put your money where your mouth is'."
The abuse has not hurt her, she says. In fact, the publicity has been good for business, with more than 20,000 website hits since Monday.
"The people doing the whingeing have never been my clients."
Asked if she's the equivalent of Gordon Ramsey, she says: "I think Gordon Ramsey makes me look like the queen of catering. Ramsey would use her [Hayley Johnstone] as a duster... a little broom."
Asked whether she thinks the customer is always right, she says "to a point".
"I respect my customers, I value them. Why should I compromise myself? I give so much... I never argue with a customer but when I'm mucked around..."
McHugh's 57 and is ready to retire at the end of next year. She's planning to return to the South Island, to a house she's building with her partner Bill.
THE EMAIL EXCHANGE
* Hayley Johnstone first emails Margaret McHugh on Monday, December 13, asking her for a quote for a function for 30 people on the following Monday. She asks for prices for specific food, including strawberries.
* McHugh replies, saying the cost will be $13 per person.
* Johnstone queries this, saying the food amounts to only $8 a head and whether that means the strawberries are $5 a head.
* McHugh replies with an itemised list - the food is $9 a head and the strawberries dipped in chocolate are $4 per person.
* Johnstone queries prices with those on McHugh's website, and asks for the price of non-dipped strawberries.
* McHugh responds that she doesn't have the time to play email ping-pong and she won't be treated in this "off-hand manner". "Incidentally, we are going to be selling our house very soon and question your company's professional practices if this incident is anything to go by."
* Johnstone replies: "That is the rudest email I have received in a long time. We will not be requiring your services again."
* McHugh replies: "Get into the real world young lady. If you ever attain the position to be self-employed you may understand hardworking, successful business people don't make it hiding behind late floods of emails. Not having the fortitude to call by telephone tells me you're encrusted in your sit-down, loads-of-spare-time job.
* "Re: rudest email tells me once again you are not in the real world and haven't fully matured but it will happen. You were probably bottle-fed till late teens. I just have so much fun with timewasters. Have a great party - shame you will have to pay so much more for it. I will hopefully be calling your boss before Christmas re: our not listing our property with Ray Whites. I am sure they will be interested and could give you more to do. And you thought my first email was rude. I expect you still believe in Santa Claus."
