Newbie - 1St Bad Cake For Customer - Please Advise
Decorating By myriam1 Updated 29 Dec 2006 , 4:37pm by myriam1
Hello everyone. I have a slight problem. I am a freshman in dealing with customers and pricing and the whole "business" part of this so here is my problem. I've been dealing with a big company who orders a double layer full sheet cake once a month starting in October. So far this is my biggest customer and so would hate to lose them. Well I delivered their cake yesterday and when my hubbie went to pick up the check, he was told that the cake was burnt and if they could have some kind of a credit or discount on their next order. How should I handle this situation? Discount or not? I really took this personally and actually started crying like a baby and just wanted to quit the whole cake thing, but then I remembered that just last weekend I made the same size cake for someone else and got nothing but good comments from them. In fact, they stated that this was the first year that the cake was actually all gone.
If they are a regular customer and a big account definitly give them a discount. If you were the customer of somewhere and go there regularly and got something wouldn't you keep coming back if they made a problem good?
Doing any types of food service you will run into problems and complaints. Do not take them personal. It surely wasn't that bad, they did not ask for a refund or refuse to pay.
Yuck.... I can't stand situations like this. I can only tell you what I would do and that is I would definately do a discount or even give them the next cake. How you handle this situation will deside whether or not they will continue to purchase stuff from you. Regardless of if the cake was burnt or not just be humble and take one for the bigger picture. Also, if they are happy then you don't have to worry about getting into any (God forbid) legal stuff over it. I would (depending on how big it is) tend to just give them the next cake. OK, there is my 2 or 3 cents... hhahhah
Merry Christmas!
S
Welcome to Crisis Managment 101! There is nothing more challenging or frustrating than dealing with a customer whose expectations were not met, whatever the reason. My opinion:
Regardless of whether or not you think the cake was really burned, I would call the customer immediately and apologize to them for not meeting their expectation. Tell them you appreciate their business and would like to retain it. As a good faith gesture, this is what you are willing to do to show that, then state your intention...discount, freebie..whatever. It is not an admission of guilt, but it shows a willingness on your part to right the wrong.
There is a chance that the comment was made to test the waters for a discount for no reason other than to save money. I normally give the benefit of the doubt, but it does happen. To prevent you from being taken advantage of in the future, I would create a very formal feedback policy, like 24 hours to report a problem or inspection/sign off upon delivery or a feedback/commet sheet, etc. Formality might prevent someone from complaning unless the complain is legitimate. If its too much trouble just for a discount, they might not bother if the complaint is unfounded.
Bottom line is, you have to decide how much their business is worth to you. it only takes one person to say 'dont use her' to lose a ton of potential business. I'd much rather save face and preserve a current customer than try to woo a new one.
Hope that helps!
Sharon
A few years back I decorated a cake for my hubby's co-worker. She later complained to him that some (but not all) of the icing had a bitter taste to it. I called her, apologized and asked her what would it take to make her happy. Her exact words were, "send me a batch of icing free". I did and she was a happy camper. I guess my point is that I would offer the next cake free (mostly as damage control) and tell them you would greatly appreciate them maintaining their business relationship with you.
I agree with SugarplumStudio. I think you would have noticed if the cake was burnt and probably would not have sent it. Offer a 50% refund (or whatever amount you think), and then get the next cake paid when delivered.
Best of luck to you.
Michele
It almost sounds as if they are trying to get something out of it because they must have still eaten the cake unless they said it was unedible and it must not have been that bad if they are already planning on using you again. I would still take Sugarplums advice but I wouldn't sweat it too much, I'm sure you did a great job!
IMO If the cake was burnt you would've known it when you took it from the pan. The sides and bottom would've been burnt looking and smelling and you would've known to make another one right then and there. I don't think it was burnt but to save the arguements and possibly losing the clients for future orders I would give them a 1/4 off the next cake purchased. Or maybe like 10% discount or something. That way you can show them that you DO value them as a customer and want to continue with them, or maybe just give them a coupon for a free cake to use as they wish. With exceptions.... Put on it something like: Expires February 2007, good for one 1/2 sheet cake or smaller. Or something equal to half of what they paid for the current cake that was "burnt"
Chin up hun it only happens once or twice And yes it happens to everyone!
I had a similar thing happen to a perspective new client -- my zesty lemon cake (from scratch) was dry!! I couldn't believe it! I had made that same cake for my taste testers (my bible study class) and they all loved it. Well she got it and hated it. I immediately told her she could have her money back but she flatly refused. So I told her her next cake would come at a substantial discount and I also made a small (6x3) lemon cake which is my normal lemon cake which is not dry. Her family ate it (she was out of town) and they told her how great the cake was. To date she hasn't ordered again, but she might. And I won't make that mistake again -- I stick with the old faithful recipes from now on!!
i agree with SugarplumStudio, hcouso,OhMyGoodies they might just be trying to get something for nothing, but i understand how there business means alot to you, i have a few regular clients myself that spend quite a bit of money. but i think you would have known if your cake was burnt, i have baked cakes that were not burnt but a little browner on the bottom they i would like and so i bake another, we know our cakes and what is burnt and what is not and if you didn't see or smell any brunt parts then trust your insticts and belive that it was not but if you don't want to loose them as customers, give them the discount but let them know that in the future if there is any problem with one of your cakes to call you so you could refund there money and get back your cake so they don't take advantage of your good business nature. for example i used to work at a small bakery and a customer called in and complaned that her cake had a hair so my boss told her to bring in the cake and he would refund her money so she brought in the cake it was almost all gone like just one slice left and the hair she showed him was blonde, no one in the shop had blond hair at all but here boyfriend had blonde hair, not only did she want her money but she wanted a free cake and a 50% discount on a future purchase, and she got it, so the tip in this is beware the DISCOUNT SHOPPER!! some people will complain about nothing to get something.
There are pros at get freebies.
I was a waitress when a customer had maybe three bites left and called me over to show me there was a pebble in his plate. The owner took his meal off the tab. I was dumfounded. You knew that was a scam but the owner had to protect his business.
I hate to be sexest but I worked in an office where the women had nothing better to do then to look for things to complain about. I'm sure at this business there were some of these women that looked and looked until they could think of something to be wrong with the cake. I can hear the conversation now "we paid xxx for this cake and it's burnt, someone should call and let her know, we paid xxx and should get better". Them saying it enough will finally get others to think it's on the burnt side. Kind of like brainwashing.
Of course to protect your business you will have to make them happy offering them whatever you deside on. I'm sure they will be satisfied and move on to some other poor victum.
Just to give a view of another side of the coin. My husband took me to breakfast one morning, we were eating and I found a hair in my omelette. I don't freak out over things like that I just cut around it, then I found another I was aggravated cut around it. Well, when I came across the third hair I had enough and called the waitress over. Now there was only a couple of bites left and I know she thought it was a scam. I was wasting my breath even telling her. But, we have never been back to that resturant and that was years ago.
I know I have already commented on this but I have to ask this. They said it was burnt. You baked the cake right? Was it? I am sure not or you would have redone the cake right? This would make me so mad for someone to tell me that something was a certain way and me know good and well it wasn't.
I still say give the discount since they are a bit client, but it would be almost impossible for me to do so without just telling them that I know good and well it was not burnt.
Burned or not really isn't the issue. You care to maintain their business, yes? The easiest and least damaging to your business is to offer a discount on the next cake. Set the amount of discount now so there's no misunderstanding about that. And yes, a written policy concerning complaints might be a good idea. (Customer service is important. How many times have we complained about customer service, or rather, the lack of it?) Best wishes to you.
I think the apology call is a great idea! And then definitely offer a discount on their next purchase - you're not admitting guilt here, just trying to correct the problem. If you show a willingness to correct a "problem", that shows you are professional and value them as a customer. Sometimes all it takes is an apology - don't go overboard with it though, just let them know that you were sorry to hear that the last cake wasn't up to par. Keep it simple - sometimes I tend to get nervous and ramble on more than I need to. ha! Keep it short and sweet. I'm sure they will appreciate the call and will definitely continue to do business with you! Keep your chin up little camper!
I think you would know it was burnt once you took it out of the oven. To keep them as a customer I'd give them a discount on the next cake. I wouldn't give a freebie..I guess I'm a suspious one, if you offer a freebie will they complain about the next cake expecting a discount? You know what I mean? But this is just me..
If the cake was burnt, surely you would have noticed that. How long have you been doing their cakes? I would go ahead and give the discount on the next order, and follow up on that order.
Thanks to all those who gave advice. To be honest, I didn't feel the cake was burnt or smelt burnt. I ended up calling the customer and apologized for not meeting their expectations. I think I'll be giving 1/2 off for their next cake. She really appreciated the fact that I had responded so quickly to the situation and looks forward to my future cakes. I don't think they're one of those scammers trying to get freebies but if it happens too often I might have to reconsider her business. Thanks again ya'll.
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