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First Unhappy Customer - Need Advice - Picture included!

post #1 of 113
6/2/08 at 4:16pm
Thread Starter 
I made a skateboard cake for a customer, she picked it up on Sunday June 1st from my cashier at the shop as I take Sundays off.
I got the idea for this cake from a cake here on cake central. I told this customer that the cake would be on a 2x4 to give it a skateboard look, also an idea I got from here (thanks icon_wink.gif )
She wanted 20 servings. I made the cake by cutting a 9x13 in half and stacking it on top of each other with buttercream in between the layers. That made the cake 13 inches long and 4 inches high. The only bits of cake I cut off was to round the edges like skateboard.
She picked up the cake a 11am. At 2pm she left a message on my voicemail saying she was very unhappy with the cake. That it was going to have 10 servings at best. (they hadn't served it yet) She said if I cared, call her back and restated that she was very unhappy. I did not check my voicemail until today. I take Sunday and Mondays off (sort of... I cut and fry the donuts for my shop overnight on those days)
Am I doing the math wrong or did she have 20 servings?
Incidently, I sold her the cake for 23.00 before tax ($25.19 with) and she also said in the message that she paid $30 dollars for a 10 serving cake.
My husband says I should refund her 1/2 of her money to keep her happy. I have NEVER had a customer complain before so am not sure of the protical. I am thinking of replying to her with an email. I would love advice, thoughts and opinions!
Thanks!
LL
Tastee Bakes

Speak ill of no man, but speak all the good you know of everybody
Benjamin Franklin
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Tastee Bakes

Speak ill of no man, but speak all the good you know of everybody
Benjamin Franklin
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post #2 of 113
6/2/08 at 4:20pm
Thread Starter 
Oh, and 4 inches wide
Tastee Bakes

Speak ill of no man, but speak all the good you know of everybody
Benjamin Franklin
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Tastee Bakes

Speak ill of no man, but speak all the good you know of everybody
Benjamin Franklin
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post #3 of 113
6/2/08 at 4:27pm
OK, I have two things to say, because I have been through this, too!
1. She accepted the cake, and took it with her, which constitutes a bill of sale.
2. She only paid $23!

You didn't make any profit!

Just offer her a small discount on a future order, like 10%.

I am in a mood today, so I have to say that this lady is a total PITA.
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post #4 of 113
6/2/08 at 4:29pm
Sorry that happened to you. You did a really nice job on this and it certainly should have feed more than ten ppl. If she cut this cake in say in wedding cake slices the way I and I believe Indydebi does this should have served 30 or more.
If you feel that what you gave her was more than enough and she still insists it wasn't enough then offer her a refund of part of what she paid or a percent off her next cake or whatever else you may wish.

Good luck
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post #5 of 113
6/2/08 at 4:30pm
Ok how big were her servings? I can see 20 servings from that cake. Especially being that tall. I cant help you with the refund part, butI like your cake and maybe you just can't please some people.
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post #6 of 113
6/2/08 at 4:31pm
a 1/4 sheet cake according to charts serves anywhere between 20-28 servings, so she had enough, although the pieces are small, not a big hunk of a slice.

She got a bargain at less than $25.

You could offer her a discount on a next cake or take hubby's suggestion, give her back half to make her happy.
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post #7 of 113
6/2/08 at 4:33pm
Your customer should have had more than enough cake! According to Wilton's serving guide, a regular 9 x 13 cake would have about 45 servings. I realize you trimmed some for the shape, but I can't imagine that 15 servings went with the trimming!

http://www.wilton.com/wedding/cakeinfo/partycuttingguide.cfm

By the way, I clicked submit too fast; I meant to add that it's a cool looking cake and you did a good job on it!
-Grace

"Shades of grey wherever I go;
The more I find out the less that I know."
- Billy Joel
"What color's the icing in your world?" - Me
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-Grace

"Shades of grey wherever I go;
The more I find out the less that I know."
- Billy Joel
"What color's the icing in your world?" - Me
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post #8 of 113
6/2/08 at 4:34pm
Okay, a 1-layer, 9x13 serves 20...so a 4x13 2-layer should also serve 20. It's all in the way that it's cut. 1-layer is party size, 2-layer goes to wedding size.

I also think you did a great job. If she had a problem with it, she should have stated so when she picked it up.
Jenn
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Jenn
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post #9 of 113
6/2/08 at 4:36pm
I agree this cake would serve more than 10 people and how does she come to that she paid $30. She saw what the cake looked like before she left the shop right? How come she didn't say anything then? I would not give her any of the money back. It was well worth the $23. maybe something happened to the cake after it left the shop and she is trying to put the blame on you. I guess I am a hard*** because I would not offer her the discount either. i just look at it as when you leave the store with the cake with no comment about not liking it, it was a satidfied customer. Thats my two cents. I'm not sure if this helped you any..I did a skateboard cake and yours looks alot better than mine. Keep up the good work.
Faye
Family, friends and cake what more could you ask for...
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Family, friends and cake what more could you ask for...
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post #10 of 113
6/2/08 at 4:37pm
I'm sorry but if she had enough servings then she has no basis for a complaint meaning no refunds, no discounts. If she is behaving like this maybe you don't want her for a customer so keeping her happy is not an issue.

As IndyDebi is fond of saying, "you can't account for her guests eating like Jethro Bodine!" According to industry standards she had the agreed upon amount of servings. I have a feeling she is going to find fault with something when this fact is brought to her attention. Good luck with the whole thing though. Do what you feel is right, that's all any of us can do. icon_wink.gif
The older I get the smarter my mother gets!
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The older I get the smarter my mother gets!
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post #11 of 113
6/2/08 at 4:42pm
Ya know, people have their own ideas about how large a serving should be.
When I send a cake to work with my husband, the servings need to be HUGE. Or there isnt enough.
There are many threads here about this issue.

Sorry I can't help ya out much...if I used one 9x13 and carved some, I wouldn't think it would be enough.

icon_wink.gif
Matt 18:20 "For where two or three come together in my name, there am I with them."

Pray wherever, whenever!
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Matt 18:20 "For where two or three come together in my name, there am I with them."

Pray wherever, whenever!
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post #12 of 113
6/2/08 at 4:44pm
Sure looks like that cake would only serve 10 people.....if they all had seconds....and thirds while refusing to let the other 10 guests near the cake table!! LOL!! Seriously, though, the cake looks great and certainly feeds more than 10 people. And she only paid about $25 which is a great bargain. This really stinks that this happened to you. I am not sure if I would give her anything but an "I am sorry you were not happy with the cake." She already got an awesome looking cake for a great price; and you are not responsible for her giving out Paul Bunyon sized cake slices.
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post #13 of 113
6/2/08 at 4:45pm
First let me say that 1) your cake looks great and 2) it definitely had more than 10 servings. But the thing that struck me, if she hadn't served the cake yet, how could she possible know that it was barely gonna' serve 10 folks - what kind of slices is she cutting??
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post #14 of 113
6/2/08 at 4:49pm
I would get back to her and explain that the way the cake is constructed creates an optical illusion and that she should have had plenty of servings and that you have done similar shaped cake with no problems ...You may be surprised now that she has served the cake she may have had enough...Ihad a similar order foe one baby block that the customer called to say she was surprised how big the cake really was after she started serving it.....If she is still not happy I would only offer A discount off of future order...Good luck
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post #15 of 113
6/2/08 at 4:50pm
Here's what I do with problem customers. I think out and type up what I am going to say, then I call them and I read it to them. It saves on getting emotional and deffensive. If she continues to complain, have one further response and then be done.

So in this case I would call and say something like, "hi miss so and so this is alison with alisons cakery calling regarding the complaint you had on your serving sizes. You paid for and picked up a 13 inch long and 4 inch wide cake approximately 4 inches high. The cake should have been served by cutting a line straight down the middle and then cutting inches, sliding the knife down and cutting 2 more inches... this should have provided you with 26 1x2x4 sizes, which is a standard serving size, and providing you with more than enough cake. I apologize that I was not specific with my cutting instructions prior to you picking up the cake. I would be happy to offer you a 10% discount on your future order with us"

And then be quiet. If she tries to say that she cut each child a 1.5" x 4" x 4" slice of cake and didn't have enough... whatever! That's too much cake! Just repeat the last line, "I would be happy to offer you a 10% discount on your future order with us"

That's how I would handle it.
Alison
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Alison
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