On the 17th of October I wrote this entry on my Dayre.
That Dayre entry was shared around and received some 84 comments, one of which had a link to the company’s official reason behind the whole thing.
It seemed that I wasn’t the only one affected and Farm Fresh Milk was just responding to it. This was their official response.
Dear valued consumers,
Recently there have been a spate of complaints about our Farm Fresh milk curdling and turning sour. Initially we had thought the problem was due to less than ideal handling on the retail level. At the same time, we were also doing everything to examine our operations at the processing level. We then discovered that a very small amount of our yogurt had somehow gotten into two of our filling lines. That explains the slight curdling of the milk and the sourish
taste, without the the typical spoilt milk smell.
We have since isolated these two filling lines. We truly apologize for the inconvenience caused and we understand that this has caused some consternation for you, our valued customers. The curdled product, though it may seem disturbing, was basically an unintended version of “yogurt milk”.
We are thankful for your prompt feedback, and we want to assure you that we are constantly doing our best to ensure the highest quality standards so that you can continue to enjoy the freshest quality milk from our farm. Our apologies again, and thank you for your continuous support.
Further to this, we would like to offer all customers a refund for any bottles of Farm Fresh milk purchased which were not up to the desired quality. Please email us at custsvc@farmfreshmilk.com.my indicating the number of bottles purchased and the total retail price.
I told Shorty to look at how to refund our couple of bottles when she had the time and I left it at that.
A few days later though I received an e-mail from a guy who calls himself Loi. I didn’t know who he was at the time but as I read on and then later Googled his name it turned out that Loi is the CEO/MD of Farm Fresh Milk.
This was the letter he sent me.
I was moved by his sincere e-mail. So I replied him…
I thought that was the end of it. And then a few days later Loi sent me another email.
Within minutes of me reading his e-mail, I received a message from my office that someone had left something for me. I had it brought home and this is what it was.
Loi truly inspired me. At a time of crisis he kept his calm and dealt with tough situations like this with humility and sincerity. Why I say sincere? Because after I had replied him and said I would clarify he need not had gone the extra mile to send me something, or to give 12 bottles to the old folks home instead of the two.
I respect him for that. I’ve always said that my motto in life is that
“It’s not what happens to you but how you react to it that matters”.
I don’t know if I could have done better than what Loi did. He turned a crisis into an opportunity.
I would love to meet Loi one day and I’ll take up his offer to visit his farm. Not just for the cows, but for the man behind the cows.
Timothy Tiah – Co-Founder of Colony, Kuala Lumpur Co-Working Space