Contemporary Marketing 16th Edition by Louis Boone,David Kurtz

Exercise 13

You work for a major restaurant in your town. The manager is facing cost pressures from rising food prices and says she needs to raise revenues. She decides to reduce the size of the meal portions and use cheaper cuts of meat and fish in some entrées while holding the menu prices constant. She tells you and other staff members not to mention the changes to customers and to deflect any questions or complaints you hear. The descriptions in the menu will not be changed, she says, "because the printing costs would be too high."
A customer mentions that the chicken in the sandwich he ordered is "tough and dry" and the order seems smaller than before. What would you do?