Frozen Vegetable Complaints
11 12 2007As an importer of frozen vegetables it is important for us to ensure we provide product that meets our customers’ satisfaction. We must listen to our customer’s customer (the end user) who is king and we do follow the principle that customer is king. If our customers complain of poor quality vegetables because of appearance, taste, flavor or whatever we must listen and make the corrective actions for future shipments. Complaints about taste, flavor, and texture are all arbitrary. What one says is bad tasting another might enjoy. Some people like spinach while others hate spinach. Why, we don’t know, it just is.
What confuses me is when you supply two customers, one sells brand A and other sells brand B, with the same mixed vegetables from the same supplier only with different labels. The confusing part is that we get 100 complaints for brand A to only 1 complaint for brand B, same product, same supplier, and same volume of business. They both sell in the same market, yet we get complaints all the time from brand A about the peas for taste, flavor, color, hardness etc. and we get almost no complaints from brand B customers. Do brand A customers have a more sensitive pallet? Are they more sophisticated? Why is there such a difference? How do I answer our supplier when he ask why only brand A? It is the same product after all. What corrective action is needed?
This is a perplexing problem and one we would like to resolve but how can you accommodate 2 customers, in essence the same customer, in the same demographic market, the only difference is one shops at A while the other shops at B. It will be a long night as we ponder possible solutions.
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