Your customer is adamant the taste has changed. How do you handle their perception with finesse?

2 Assess Changes

After gathering customer feedback, evaluate any recent changes in your production process that may have altered the taste. This includes ingredient sourcing, recipe modifications, and alterations in cooking or packaging methods. Sometimes, even minor tweaks can lead to significant shifts in flavor, which might go unnoticed internally but are evident to a loyal customer.

3 Sensory Analysis

Sensory analysis involves a systematic approach to evaluating the sensory characteristics of food products. You can conduct a controlled taste test comparing the current product with previous batches or a standard reference sample. This can help determine if there is indeed a change in taste or if the perception is influenced by other factors.

4 Quality Control

Quality control (QC) is integral to food science, ensuring that products meet certain standards and specifications. Review your QC records to see if there have been any deviations or trends that could explain a change in taste. Consistent QC helps in maintaining product consistency and can aid in troubleshooting when issues like these arise.

5 Communication Strategy

Effective communication with your customer is key. Explain the steps you're taking to investigate the issue, and keep them informed throughout the process. Transparency builds trust and shows that you value their input. If a change has occurred, provide a clear explanation and any actions you intend to take to address it.

6 Future Prevention

To prevent future concerns about taste changes, implement a robust monitoring system for your product's sensory attributes. Regularly review and update your procedures to ensure consistency in every batch. Educating your customers about the natural variations that can occur in food products may also help manage their expectations and perceptions.