The Gaze Case

Assignment 2: Milk

Customer service is a very important concept in business, but I also believe that what a customer does not know will not hurt him or her. Since we decided to sell the product instead of destroying it, I see no point in telling the customers about the nine percent difference in product quality. In my opinion, telling the customers will do more harm than good. One reason is that a likely backlash will occur from those who feel we should not be selling the product in the first place regardless if the milk passes all industry standards. These customers will likely feel that my company would do anything for profits. I do believe some customers will appreciate the fact that my company is being honest and open, but most will either not by the product or by the competitor's product instead. Also, the nine percent mark is actually very vague. It could mean many different things. It could be possible that nine percent is a standard variation at times with such a high spoilage product like milk. It does not make sense from a business standpoint to tell customers something they may not understand in the first place. If the milk passes all industry standards, then there should be no reason to tell the customers because I feel like I am not doing anything wrong by selling the product. It may not pass my company standards, but that is more of an internal issue that must be fixed. The ideal situation would be to not sell the milk in the first place, but since we decided to sell it, keeping the customer from knowing the issue will only keep operations running smoothly. There is no reason we need to bring more of a spotlight on the company regardless if it is good thing or not because I do not want to interrupt the normal flow of business. As much as I hate to believe it, many people are ignorant. Some people will see the fact that the quality is not up to the company's standard and decide to buy a competitor's product. That customer may never return to my product.