Well I've been testing out tons of recipes the past few weeks from scratch because our bakery is not a from scratch bakery anymore, and I cannot find one recipe that lives up to our mix. We use Pillsbury mixes that come in great big 50lb bags, and just add oil and water. I found our old recipes from when we were a 'from scratch' bakery, and it was all flour, fluid flex, sweetex, egg-yellow food coloring to make it look like it has more eggs than it does, liquid egg substitute, 'just add water' milk-from-a-can, etc...
Honestly, I prefer oil and water and cake mix to all that crap. I was aghast at how little actual FOOD there was in our cakes. But if you think about it, fluid flex and egg shade and flour and all that is already figured into the mix, it's the same exact recipe. So what difference is there, really? Honestly, it was pretty much imperceptible when we 'made the switch' to mixes.
Our mix is softer in texture than any from scratch recipe could be because of the fluid flex and other additives, and it bakes evener, and it's more stable, and it's perfectly firm enough to be able to be sculpted into awesome shapes and designs, it holds tiered shapes well, aw hell, it even freezes well. REALLY well. I can eat it frozen and it still tastes good to me! We go through it fast enough that it's never old sitting in the freezer, anyway.
So, why fix it if it ain't broke? I don't know. Baking is a science and if you are not a culinary arts grad with a firm knowledge in the chemistry of baking I personally would not attempt to make cakes from scratch, especially when I have such a high volume of cakes. No shame.
As for customers, I don't really know what to tell them because none of them ask me (then again, I'm hiding in the back decorating most of the time, with store girls dealing with people) AND THAT'S HOW I LIKE IT! hehe