What would you do?

I had a girl call me three weeks ago and she came in for an appointment. She saw me at a bridal show, and had sampled my cakes there. Shortly afterward, she came in and I helped her choose a design. She didn't want to book until she sampled more of my cakes. I then signed her up for a free tasting this past President's day. I had spent all of Saturday and Sunday baking 6 varieties of cakes, cutting, putting them together, etc, in a big box for each client. I had everything from basic marble to almond cake with carmelized apricots with Swiss meringue buttercream.

Anyway, she called me yesterday to tell me she sampled the cakes and really enjoyed them. She then said the samples were small, and her mother did not get a chance to really taste all of them. She asked if I could make her a small vanilla cake with strawberry filling and swiss meringue buttercream. I told her it would 25.00 for the cake. She was surprised by that. I told her that swiss meringue was my most expensive frosting, even more so than fondant. However, with that in mind, that is what I charge for an 8 inch cake.

She then called me later on and left a message that said: "I talked to my fiance, and we were both under the impression that fondant was the most expensive icing, not the buttercream. We are going to cancel the cake, and cancel everything. Thank-you, goodbye". No conversation...I had no chance to tell her that she could downgrade to regular buttercream, which is just as good and not at all expensive. So I tried to call her back, and her machine picked up. I tried to tell her that we could try to adjust the price and work with her on it, but she never called back.

My question is: Was I wrong to charge her 25.00 for that cake? I just feel like she has had an entire box of free samples, tried free samples at the show, and at that point, I tried to win her, but what else can I do? I didn't want to lose her, but I also am not sam's club and can't charge those super low prices. I will work with her, but if I didn't charge for those things, then I'd be doing this for brides and not have time to work on actual cake orders.

Any suggestions? I'd really appreciate your opinions on the issue.
Plus, I'm just griping.
Thanks!
Ellen

I think you did what you could!!!!! If she has already tasted the cakes TWICE that's plenty to get a feel.........I think you did the right thing......I would have certainly charged for an 8" cake. By the way I don't own a cake business, but am seriously considering starting one up.....I was wondering......is that how you do the tastings??? You spend tons of time baking ten different kinds of cake for people to taste??? oh man........that's a ton of work......do you like make cupcakes out of them and keep them in the freezer?? so you don't have to make all the different types everytime someone wants to taste???

It sounds like she had a great time sampling your wares with no real intention on booking anything!!! No ...you were no wrong charging for the extra cake and as a matter of fact...I would have charged a small fee for the 6 samples you prepared...Most normal people know and understand it costs you money to make samples etc and do not expect it for free.Sorry she didn't book with you but I figure you are better off!! Hmmm I wonder how many other cake decoraters she has done this to!!

Wow, I think you did the right thing!! Look at it this way, if she's a pain right now, just imagine what kind of bridezilla she'll turn into along the way. If she's not willing to work with you, then she's not worth your time - especially with all of the time and money you already put into it!!!

It seems like she was taking advantage of you. I would have charged for the cake also. People don't realive what it takes to bake and decorate cakes. This kind of person probably doesn't bake at all to see the price of ingredients.

I do not think you were wrong at all. I actually only give them one cake flavor for a sample. The rest I do charge for. It cost too much money and I find that you will get people to take advatage. In my opinion, I would not call her back. I dont feel like I need to chase anyone down for business.

I think you definitely did the right thing. She sounds like she wanted a lot for free & the whole thing for next to nothing. SMB & IMB are definitely more expensive than fondant, but a lot of people do not understand that. They hear buttercream & think it is all the same. Stick to your guns on this. It bites to lose an order, but if she will not talk to you there isn't much you can do besides hogtie her & make her listen. hehe

BellaRosa

You were right. It sounds like she didn't have the money to start with. Some brides order way above what they can afford. I never start baking until I have the money in hand. Half on order the balance 2 weeks before the cake is due. This way I don't have to eat the cake.

That woman sounds like she was just after something for nothing - not worth your time, effort or stress! Just consider it as the date opening up for a cake for a non nut job

I agree with the others. I would totally let her go. Can you imagine, like someone else said, how difficult she would be to please with her actual wedding cake? And she sounds like the type that would come to you two weeks after the wedding complaining about the cake not being what she thought or something, and demanding a refund! I think she did you a favor and you dodged a bullet here. If she does call you back and wants to book, I believe I would tell her that date has already been scheduled, thanks for asking. Or if you do end up doing her cake, make sure you cover yourself completely so she can't complain in the end.

Oh, and on the pricing, I think you definitely did the right thing. I also would have charged for the 8 inch cake. She was taking advantage of your kindness (not to mention your delicious cake!) and that was downright rude of her. You're too good of a decorator to have to bend over backwards for someone like that.

The nerve of some People! You were certainly in the right, and she's just lost her mind! I feel bad for you because all of your hard work is right down the drain! She obviously doesn't know the difference between buttercream and Swiss Meringue buttercream! Oh well, I agree with the previous post, she would be the Bridezilla from..........well.....you get the point!

I don't know.....I've never hogtied anyone before....it could be a new adventure! JUST KIDDING!!

I appreciate the feedback. I guess I don't mind going out of my way to do the samples becasue I know that it gets my cakes out there and tasted. It is how I am getting my reputation. However, I guess there is no pleasing some people. Ironcially, this girl's wedding is in May. I hope she can find someone who is not booked that can bake the same quality cake. If not, I'm not going to worry about it. I've done all I can for her.
Khalstead,
I just happened to bake one small cake for each flavor, no decoration. I baked two ahead of time and put them in the freezer for 2 days. Then I baked the other 4 the night before and then frosted and filled them all. I then cut them up into smaller slices, and placed each on a different color plate. Then I typed out a list to tape to the front of the box that shows which color of plate corresponds with which flavor cake, and a nice description of each cake. (i.e. pink=white cake with raspberries). Then I put them all in saran wrap, and placed them in a 10 inch square box, alogn with a few forks, napkins, and a business card. It was a hell of a lot of work, but most people loved the cakes! I also made extra and sent them to area bridal shops. Ironically, this really worked because I am getting tons of calls from referrals.
Oh well!!

What do you think about charging a fee for the sample but then if she orders the wedding cake from you a percentage or the fee would come off the price of the cake?

I thought about that, but at this point, it was too late, since I've already given her at least 9 free samples (6 last week, and 3 at the show). I like the concept though. I think it keeps people serious.

Samples are 15.00, but if you book with us, I'll take it off the price of your cake. What would you charge?

I can assure you that there is not a bakery in the world who would give away an 8" cake. And any bride seriously interested in your cakes after having 2 free samples who is unwilling to pay $25 will NOT be willing to pay hundreds for a wedding cake. You, ellepal, are lucky she showed her true colors before she signed a contract with you.

I'd say for 10 samples charge $15.00. The normal cost for a serving would be $1.50 so they are still getting a really good deal since the sample would/should be at least enough for 2 people.

You did the right thing. I wouldn't worry about it. If she wants IMBC then she'll find out when she goes elsewhere what the cost is - and see how generous you were with the free samples. Sounds like she was just looking for a free cake! Stick to your guns!

Debbie

Thanks! I tried to explain to her that there is a 1.5 pounds of butter and a dozen eggs PER BATCH of Swiss Meringue, and that it is a labor intensive icing that is time consuming to make, which is why it is more than the fondant, but she just did not hear me. thanks for the feedback. I feel better. I feel like maybe I did something wrong, because I never want to put a customer off. I do subscribe to the customer is always right philosophy, but I also know my limits. Maybe I did avoid a bullet. Thanks!

Well, I agree with the customer is always right thing. But in my opinion, they are only a customer if they actually bought something.

I hate this happened to you, but it sounds like you got lucky not having to deal with her and her family. If they want all this free up front then what on earth will they want you do for free with the wedding cake?

KooKoo KooKoo-hear that? That's the sound of crazy coming from this bride's head!! You completely did the right thing. It amazes me. People will have a wedding for 250 people and then nickel and dime you on the cake. I don't know this girl's situation but if her mommy wanted to try a cake she should have gotten in on the samples or been willing to buy a cake and have the family over for dessert and a tasting!

I lost a wedding cake because they didn't want to pay for the things they were asking for. My girlfriend and her dh catered the reception and this bride got what she paid for a cake that tasted terrible and wasn't even stacked the way she wanted it because the "Very reputable bakery in town" couldn't figure out how to stack square tiers!!

It's hard to lose business but in the long run you are probably better off without this one! That's what I told myself about my bride and I was completely right. She and her mom drove my friends crazy asking to add on things and tasks for free!! Right up to the last minute too!!

I used to work in sales/marketing and always felt like it was my fault if I lost an account until I realized that the bottom line is you can never please everybody and it will make you crazy trying!!

This is what I can suggest...Maybe cut the varieties you offer initially for the free tastings down to 3. 6 different cakes and their fillings and icings can really drain you...both of energy and $$ eventually! lol Plus, I think it gives them way too many options up front. I know you want to give your customers, especially brides, the best of what you have to offer that's to their liking, but there's a way to do it, I think, without working your tail off before you even know if you have the order or not. Maybe offer 3 of the most common/popular cake flavors/fillings/icings combos in your area OR let them choose 3 flavors on their own...let those be the 3 that you box up to send home for tasting. But also send along a little info type sheet with it that lists ALL of the cakes that you make in case they don't like any of the first 3 & offer to do more 'tasting cakes' in an 8 inch round for them at a cost of $25.00, which will be applied to the cost of the wedding cake if they order from you. (I'm sure you could word this much better than I'm doing right now...lol...not enough sleep last night ) That way they know up front they'll only be getting what's in that box for free...from that point on they have to pay for what they want.

It sounds like she has no clue how tastings with bakers go...whether retail or home bakers. I don't think she would've gotten as much free cake as you've already given her from other people/places. The one cake shop in my area (35 miles away) only gives you two flavor choices for tastings and they are about the size of a 3 in round, if that. If you want to try other flavors after the first two, they're $15/ea for a 6 in round. She got a ton of cake for free and you should definitely have charged what you did for the third 'round' of tasting! lol

All of this advice is appreciated. I especially like Jenn's suggestions. If I did 3 samples, I'd just give them out. I just think all of that was a lot of work.