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Shipped Cake won't arrive on time - Page 2

post #16 of 65
Quote:
Originally Posted by darcat

Indy you just proved my point about big busniess and I think from most of your posts that you've almost forgotten how to be a regular person. All yuu think about is the almighty dollar just like the big corps do and to hell with the little folk.


I would hope that a number of folks on here would disagree with that, considering how I've never "charged" anyone for the many many copies of my biz plan (that ended up costing me about $2500), for my contracts (that I paid an attorney to look over), etc. But I'm not going to pretend to speak for anyone else. I happily and freely share my experiences, like many other CC'ers, to help folks take that next step in their business. Anyone is free to listen or free to hit the delete key. Please don't try to make it sound like "it's all about the money" .... because if you think that about me, then I dont' think you know me very well.

I think you missed the part where I handled business with my customers in a business like manner and they STILL loved the way I handled their account. They like how I was very PERSONABLE with them. The point is that you can still give FABULOUS customer service and still handle business in a business manner.
post #17 of 65
Quote:
Originally Posted by smab109

I have a cake that shipped out and based on what UPS is saying, wont arrive on the day the customer needs it. I have talked to UPS and they are blaming the hurricane for delays.

How should I re-imburse the customer? This is a Birthday cake...this is leaving them hanging. Do I just say - dont worry about the shipping? They ARE going to get the cake and eat it, so I feel they should pay for that part of it. What do you all think??



Whoa everyone - re-read the OP. The customer is NOT asking for anything. The OP is just asking if she should offer something. My way of thinking - if the customer lives any where near where the hurricane hit I'm pretty sure they will understand the reason UPS could not get it there. Heck even here in Kansas we caught some of the rain. Especially if the baker shipped in on time for it to get to them if there wasn't a hurricane.

smab109 - If I were you I would for sure contact the customer to make sure they new that the cake was being held up by UPS because of the hurricane - Customer service has to do alot with communication. Good customer service doesn't alwasy mean having to give a refund or rebate on something. But keeping some one informed and taking time to talk with them often means more that just a fast fix.

For the record indydebi I totally disagree with darcat. I am glad you (indydebi) are willing to share your knowledge of the business world from your prospective.
Bert
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Bert
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post #18 of 65
Quote:
Quote:

If I shipped it on time based on the expectations of the delivery company, then I fulfilled my end of the contract.




I agree. I have ordered online a lot and I NEVER expect it to be ontime. Things happen and once they ship the package it's out of their hands. As far as I know even when I have ordered perishables, Overnight, I get them a day or two later in the little freezers with dry ice. SO, that being said why would I blame the company that sent it to me? They have nothing to do with it. Does anyone get free items when they don't have them in the store, because the shipment isn't on time? I know I don't. Someone let me know where you shop and get a refund because of an act of God, I want to shop there, Shoot I want one of everything they got.
"Once a Marine Always a Marine" Semper Fi!!!
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"Once a Marine Always a Marine" Semper Fi!!!
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post #19 of 65
They became "big businesses" because they have effective customer service skills AND can make a profit while doing so. If you choose to give all your customers a refund for situations that are out of your control, that is poor business sense and you will probably not succeed in business whether small or big.

The best businesses can separate business and personal emotions. I can still have a "heart" and be fair to myself and my business. I pour my heart out over every cake I do for a customer. I think we can all relate to that. But then there has to be the business mode that kicks in and you have to separate the two in order to be successful. Saying no to a refund does not mean poor customer service. Not knowing the difference does.
Your procrastination is not my emergency!
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Your procrastination is not my emergency!
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post #20 of 65
Quote:
Quote:

They became "big businesses" because they have effective customer service skills AND can make a profit while doing so. If you choose to give all your customers a refund for situations that are out of your control, that is poor business sense and you will probably not succeed in business whether small or big.

The best businesses can separate business and personal "emotions". I can still have a "heart" and be fair to myself and my business. I poor my heart out over every cake I do for a customer. I think we can all relate to that. But then there has to be the business mode that kicks in and you have to separate the two in order to be successful. Saying no to a refund does not mean poor customer service. Not knowing the difference does.






Very well said. icon_smile.gif
"Once a Marine Always a Marine" Semper Fi!!!
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"Once a Marine Always a Marine" Semper Fi!!!
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post #21 of 65
If I had ordered the cake from you, I would not expect any shipping costs to be reimbursed (imagine how happy I would be if I DID get a refund?), but if I were the one making the cake, I would feel so terrible that they didn't have cake for the party, I would make myself sick trying to figure out a solution.

I know that if I am ever blessed enough to open my dream business, I will have to get "tougher skin." Otherwise, I will eat into my profits trying to make everyone happy in the quest for my desire to be "loved by all".

I am SO incredibly thankful to indydebi and all the other fine businesspeople here at CC to help me on my journey. (I think others are as well... I mean, how many times do you read a post that says, "Indydebi, where are you? as they hope for advice). Thanks to their advice, I have learned so many things about how to run my business! And, yes!!! Indydebi is certainly generous with her time and her talents (and biz plan)

So, Thanks, CC! You rock! I would be lost without you...
post #22 of 65
As another example...A friend shipped me a cheesecake from NY to CA for my birthday seven years ago. The act wasn't weather that prevented it from getting to me on time, it was terrorism. 9-11 grounded planes for days. When I recieved my cheesecake it was well past the perishable date.

I knew it was not Carnegie Deli's fault that my cheesecake didn't arrive on time. But...I called them and asked if there was any way I could get another one. They said they would check their records to make sure of the order and ship dates. They called me back and said another one was on the way.

I was impressed with their customer service. I knew they ultimately didn't have to refund anything or send another one - they did anyway. They are still in business! thumbs_up.gif

You have to figure the chances of a cake not showing up on time due to "act of G-d" or something outrageous is few and far between. Then add to that how many customers are going to get caught in this same situation on the same day - not many. Can you throw them a bone? Can your business afford to? Hurricanes, Floods, Tornados, Earthquakes...
post #23 of 65
this is such a no brainer to me.
why would you pay for something you weren't responsible for?

if we paid for everything out of our control, we wouldn't be in business very long.

it sucks, but things happen, looks like it would be more on the shipper than the businessperson.

i buy stuff onlinre A LOT...i cannot imagine wanting a refund from the company because the shipper got it here late, doesn't make sense.

ya gotta separate emotions from business...D Trump..."it's not personal, it's business"....i wish i could be less emotional, i'm learning as the years go by.
post #24 of 65
No matter how small the order is, I always have my customers sign a contract. In the contract it says that I am not responsible for acts of G-D.
It has actually saved me.
post #25 of 65
Just curious...but why are some people typing "acts of G-d"? Is there a reason for the word not being typed out?

I've seen it done for bad words...but what is wrong with typing God?

Not trying to be smart or anything...I honestly was just curious if there was a particular reason.
"Character consists of what we do on our 3rd and 4th tries..."
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"Character consists of what we do on our 3rd and 4th tries..."
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post #26 of 65
I agree, mocakes...what is up with that?
I know there are many different religious views here but there is no reason to not type the entire word God!

If typing "God" makes you uncomfortable...here, let me do it for you...God, God, God, God, God, God, God, God, God, God...and if that isn't enough, I will be happy to add more. icon_biggrin.gif

(Yes, I know that I will have the wind knocked out of my sails for this one, but SO BE IT!)
And back to the original thread--I do agree with indydebi and it is not all about the money. Most of us give more than what we are compensated for anyway. Hey, if you can charge $1000 for a specialty cake and get it like Duff can, go for it! Or $2000 for a Kerry Vincent wedding cake...go for it! These smart business people have figured it out..."build good customer service and they will come."
I can do all things through Christ who strengthens me.

"Quality Cakes Aren't Cheap and Cheap Cakes Aren't Quality"

It's not "just cake!"
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I can do all things through Christ who strengthens me.

"Quality Cakes Aren't Cheap and Cheap Cakes Aren't Quality"

It's not "just cake!"
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post #27 of 65
I can't answer for the two that didn't type it out, but I know that certain religions do not like/prohibit using God's name out of reverence.
Becca
Cake Lover and
Scentsy Independent Consultant
www.scentsy.com/beccah
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Becca
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post #28 of 65
[quote="darcat"]Indy you just proved my point about big busniess and I think from most of your posts that you've almost forgotten how to be a regular person. All yuu think about is the almighty dollar just like the big corps do and to hell with the little folk. quote]

I have seen many a post where I've thought "Wow, I can't believe someone just said that." But this comment just absolutely floored me! Certainly, Debi can defend herself (and has already), but to say that about one of the most helpful and knowledgable members on here...well, frankly I am just speachless.

I am not trying to start a debate or flame anyone or turn this into a 10 page thread where everyone gets riled up. Really, I am not. And normally I would not say anything, and I do believe everyone is entitled to their opinion. but this just didn't seem right at all. It never hurts to reread a post before you hit the submit button.
Tact is telling someone where to go so nicely they can't wait to take the trip!
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Tact is telling someone where to go so nicely they can't wait to take the trip!
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post #29 of 65
You fulfilled your part of the deal, so there is nothing you did wrong, no need for refund "to make it right."
The shipping is not part of you what you can control price - wise. I can see how not getting the cake in time for the celebration is upsetting for all groups involved. Will YOU be refunded the shipping costs? If you can get the money back, pass the funds back to your customer. If they won't give you your money back, there is no money to return to the customer. JM2C
post #30 of 65
I agree with indydebi...business is business, and although I would feel bad, it is what it is.

With that said...another reason why I don't ship cakes.
Becky Rink
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Becky Rink
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