Hello,
Well I knew that one day I'd be bound to have an unhappy client and the day has came. This crazy bride has complained about absolutely everything. She has maybe one valid claim, which I've apologized for and even returned to the site to fix later that day. What do I do. I'm pretty sure she's expecting some money back. Has this happened to anyone else? How did you handle it and did you refund any money? If so how much???
Any advice you can share would be great.
Different problems require different solutions. Can you describe the situation for us?
Yes, I have had my share of problem Brides, but not many. Everyone gets one now and again and there's really very little you can do to avoid them.
I have refunded some $$ if the problems were terribly eggregious, but the amount is going to depend on a) how much did the cake cost the Bride? b) did you make a huge profit? c) how important is her good will to your reputation? Some bitchy people will complain JUST TO HEAR THE SOUND OF THEIR OWN VOICES!!!!
Obviously, you have apologized for the miscommunication between the two of you; this is normal in any situation where you are relying on verbal communication to get something right. And two people don't necessarily have the same vision, regardless of whether or not they talk. You can only hope for the best.
It would help me to know what her problems with your creation were. Then I could suggest an amount to refund. I think if she gets a nice note ("obviously we just didn't quite have the same vision for your cake and I apologize if that has created some distress for you. In the spirit of making my customers happy with the service they have received from me, please accept my apologies and the enclosed check for $_____. I hope you will give me an opportunity to provide you with your specialty baked goods in the future.") and a small refund ($35? $50? I wouldn't go more than that), it should go a long way to keeping that goodwill factor in tact.
I'd be interested in what others have to say about this, also.
Happy Cake-ing!
p.s. In my past experience, I refunded $40, and believe it or not, I got 2 referrals from the Unhappy Bride ... go figure!
I think vendors shouldn't jump to refund money. 
That's actually not always the answer to complaints:
Firstly, REALLY listen to what the client is telling you. Don't interrupt or be on the defensive. Let them get it out.
Secondly, reply to their concerns one by one. This isn't where you make excuses or constant "I'm sorry", but where you really acknowledge and discuss the points they have made. Let them know simply that you hear what they are saying and would like to help to make them feel better about the purchase. Nobody can be "right" or "wrong" here. If she didn't like the colour or the taste, that's her opinion. Keep calm and rational. Avoid the "you said" or "I said" confrontational language.
Thirdly, make your offer. Ask her how you can resolve the issue to her satisfaction. DO NOT be so quick to throw money back at a client. It's such a common technique for businesses to try to make it go away. It doesn't appease the situation, it is a "patch-up" and "sweep under the rug" technique. If she doesn't have any suggestions, this is now the time to offer services. How about a free 1st anniversary cake to a bride? A complimentary birthday cake for a client at any date that year? 25% off their next order?
Fourthly, put it in writing for them. Make them a little gift certificate or card with your offer written inside clearly. This is a tangible refund to clients. If it appeases them even more, let them be able to pass it on to a friend or family member to use.
I've (surprisingly! 
) only had to deal with a handful of complaints in my few years baking, but I was taught well in customer relations. My point being, the "customer is always right" is great and all...but even better is to just treat people as you would want to be treated. You'll come across people who are "a few cards short of a deck" and others who are angry and agressive from the start. You can just tell right off the bat you will not be able to please them...but that's true in ANY business with customers and the hospitality/sales industry. It's how you handle them that counts.
An angry customer WILL tell others who will listen and remember. It's not something you can really avoid. But, let them know that you hear their complaint and WHETHER THEY ARE RIGHT OR WRONG you want to help to make them feel better about the transaction...you've got a much much less disappointed person on your hands.
I think vendors shouldn't jump to refund money.
That's actually not always the answer to complaints:....................
While I agree with this statement, I agree even more with the rest of your thoughts here, antonia74. While we do tend sometimes to just throw out a portion of our profit, you are right to consider that perhaps there is another solution that is equally successful and right.
In the past I have had to address the situation of the cancelled wedding. How do you deal with down payments/partial payments/full payments before the wedding date? What is your cancellation policy?
It used to be that I didn't have to think about this issue at all. Suddenly, in the past 4 years or so, I have had 4 or 5 cacellations and now I need to have a policy. Unlike most decorators, I only charge a $75.00 deposit. I don't discourage anyone from giving me more than that, but my theory is that if they cancel the wedding, I don't want to have to return big gobs of $$. Other vendors would say, "too bad. what's mine is mine." I have come up with a different sort of solution:
I prefer final payment 3 weeks prior to the wedding date. If teh wedding cancels at any time, I will make every attempt to re-book the date, and any $$ over and above the $75 will be refunded IF I can re-book. If I am unable to re-book, the entire prepay is mine to keep. HOWEVER, what I will do for that bride is to allow her to work down her balance with birthday cakes, graduation cakes, whatever....I even had one Bride whose wedding got cancelled 4 days before the wedding. She took her credits and bought a few birthday cakes, and it was slowly coming down. Then, her brother got engaged and she called me to ask if she could give him the remaining credits toward his wedding cake if he ordered from me. I told her yes, and it turned out to be one of the most thoughtful wedding gifts I've ever seen anyone give. What's even better for me is that I have made no less than 6 wedding cakes for friends of this girl! I'm seeing her a couple times a year it seems, as she comes to all ofthese really great weddings I'm doing that were referrals to her friends. This became a win-win situation for me and for her family and friends.
Perhaps this sort of a situation would work in the original request on this thread.
I know some of these thoughts are lengthy, but it will be better to have fully thought-out ideas to approach a disgruntled customer with going in to the situation, yes???
Hoping this helps as well,
Odessa
I think vendors shouldn't jump to refund money.
That's actually not always the answer to complaints:Firstly, REALLY listen to what the client is telling you. Don't interrupt or be on the defensive. Let them get it out.
Secondly, reply to their concerns one by one. This isn't where you make excuses or constant "I'm sorry", but where you really acknowledge and discuss the points they have made. Let them know simply that you hear what they are saying and would like to help to make them feel better about the purchase. Nobody can be "right" or "wrong" here. If she didn't like the colour or the taste, that's her opinion. Keep calm and rational. Avoid the "you said" or "I said" confrontational language.
Thirdly, make your offer. Ask her how you can resolve the issue to her satisfaction. DO NOT be so quick to throw money back at a client. It's such a common technique for businesses to try to make it go away. It doesn't appease the situation, it is a "patch-up" and "sweep under the rug" technique. If she doesn't have any suggestions, this is now the time to offer services. How about a free 1st anniversary cake to a bride? A complimentary birthday cake for a client at any date that year? 25% off their next order?
Fourthly, put it in writing for them. Make them a little gift certificate or card with your offer written inside clearly. This is a tangible refund to clients. If it appeases them even more, let them be able to pass it on to a friend or family member to use.
Antonio you made some really good suggestions on how to handle situations such as these. It was very professional and constructive. It's often the case on this site and other sites that people will resort to bashing unsatisfied brides and name calling rather than looking for a more positive manner in which to handle the situation.
Two thumbs up. Hope to see more positive responses like yours in the the future.
Aobodessa-
Your credit policy about cancelled weddings is incredibly kind. I seriously doubt that any bride wants to cancel her wedding, particularly 4 days before the date no matter how good an idea the cancellation is. No wonder she recommended you to others.
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