I manage the FOH for an independent living facility (old people). We have to batch cook a lot of proteins because of very tight and chaotic meal periods. Everything gets baked for 15-20 minutes at 325°, with an inch of water in the pan. A whole sheet tray of redfish getting baked half-submerged.
When I tell her they are complaining that it's dry, she says that's impossible because, look, it is wet. I want to explain that what the old folks mean by "dry" is actually because everything is tough and overcooked.
How do I explain what is happening with the food, to the extent that water does not equal tender?
ETA: I'd like to explain the actual physics of it, not just argue with her.
Change your descriptor. You keep saying it’s dry, they say it’s wet. Say it’s tough, chewy, pastey. Use a thesaurus until you push the right button.
Organise to have a sit down meal with them once a week, on a rotating day so you might eventually try everything.