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Customer tossed my cake??! - Page 4  

post #46 of 97
I would definitely say you undercharged her for that cake!

On the hair.....if they have a problem with that they would be horrified at what is allowed in our food by the FDA.....trust me! I was a food science major in college and we'll just say bug parts in butter......maybe hair isn't so bad. icon_rolleyes.gif
post #47 of 97
I'm only going to comment on the $12.
I think you should shoot her and email and let her know you are putting a check in the mail today to return the $12 in overpayment.
And then follow the advice to send it certified mail and keep copies.

I agree that if you delivery you should have basic change on you. yes I know they knew ahead of time what was owed, but common sense isnt so common anymore and they might have just assumed that you would have change.

I agree that the $12 is gonna stick to her and tick her off more than the hair. It would to me, but I would have asked for my change on the spot.
For in the end we will protect only what we love, love only what we understand, and understand only what we are taught.
For in the end we will protect only what we love, love only what we understand, and understand only what we are taught.
post #48 of 97
What a cute cake.

Your e-mail, however, was quite unprofessional.
post #49 of 97
Quote:
Originally Posted by Mensch

What a cute cake.

Your e-mail, however, was quite unprofessional.




i have to agree. i know you were upset but its best to keep your relationship with your customers on a professional level.
Pray The Rosary
Pray The Rosary
post #50 of 97
As some have pointed out...to avoid this in the future make sure you are paid up front for the cake. I always have to have a deposit at the time of ordering and then full payment 2 weeks before the event date. I do charge for delivery so you may want to either start doing that or make it clear that you are giving them a discount by delivering the cake to them.

As for the hair...sigh...can't prove it either way so I'd apologize and thank her for informing me about what happened. I know I wouldn't HAVE to offer a discount for another order but I would probably tell her that I'd give a 10% discount on her next order. I'd like to keep the client in the end.

And yes, I'd refund the extra money with a check and have it signed for so I had proof they got it.

Trying to give the client the benefit of the doubt without forgetting to cover my own butt, you know?

Good luck!
Cat
post #51 of 97
I think you should have waited for more input, before sending that email out. After posting this you waited like an hour with only the advice of a couple of people to react. I think you should have taken more time on this one.
post #52 of 97
Come on guys the e-mail was sent and I see no point in making the OP feel bad about it now by telling her it was "unprofessional".

She posted it at 2 a.m. this morning and didn't send it until 11:40 a.m. so she waited more then just an hour to send it and she did have quite a few members post during that time that didn't tell her NOT to send it.


We're all different and handle things differently....there isn't just 1 right way or in this case 1 correct response.

Good luck OP I hope this works out for you.


Edit to fix spelling/grammer icon_rolleyes.gif
post #53 of 97
Sadly I must agree with the previous posters, your e-mail was quite unprofessional and defensive. Payment being made upfront 2 weeks in advance would solve the $12 issue. I never would have assumed it was a tip. I would have stated that I did not have correct change and would send a check for the difference or post it as store credit. Let them decide if they would like to go that route or allow you to keep it as a tip. It's the gesture that counts, it shows you noticed the overpayment and that money was due.

But again, if you have a contract, which you should....then show payment required in full and upfront by a certain date. If you do not have a tight refund clause posted in your contract, I wouldn't sell another cake until it has been upated to reflect the changes requiring immediate contact...phone call, message, email regarding issues and that the remaining unedible cake to be returned within 24 hours or less for a pro-rated refund if you so choose.

I would also suggest waiting 24 hours till responding. It allows you to gather more points of view and allows you to cool off and gather some perspective. I know you felt you needed to respond quickly, but you could have waited and simply apologize for any delays, you have been busy filling cake orders and wanted to give your full attention to the situation. Just my 2 cents worth. I hope everything works out well for you.
~I want adventures that excite me at dawn, challenge me by day and surprise me by night!
~I want adventures that excite me at dawn, challenge me by day and surprise me by night!
post #54 of 97
Hi.

I just wanted to add my input. I've learned to "wait" to react as well. I personally would have never sent the email you did, but understand that you did based on the advice of several posters, some of whom are well respected Sr. CC members.

As for the money, I definitely would not have assumed it was a tip. That being said, I too am one who collects final payment on delivery. However, before delivery I confirm once more with my customer how much they owe and that I need exact payment as I do not carry change. This has never been a problem for me.

No matter what comes out of all this, it's a learning experience. It gives you reason to analyse and possibly revise some of your current business practises/contract amendments. Everyone of us has a bad experience that leaves us unsure of our own actions and others questioning why we did what we did. You can't change whats happened, learn from it and move forward.

Good luck to you. The cake was beautiful and you're obviously a very talented decorator.
post #55 of 97
I know you are getting a lot of responses. And I'm with Dkelley, we all handle things differently. Here's the thing for me, if I feel like I'm about to have a remorse customer, which is what I think your getting, I don't play around with them. I just don't have the patience. I'm very accomodating, but when I think your about to B.S. me. I'm not worried about loosing that customer, cause they are not going to be a client again. I'm very tired if people going all out & paying big for a cake...that they can't afford, and then wanting to recoup their losses...at my expense. It's not happening. Do we make mistakes, of course and I have no problem honoring those. But I think after a while we can tell when it's a sincere mistake or just a way for them wanting to get their money back. I bend over backwards (believe it or not) for my clients), but I don't let them bend me over if you get my drift. icon_smile.gif
post #56 of 97
Quote:
Originally Posted by LaBellaFlor

I would probably tell her,"Good thing my hair is red, so we both know it's not mine. I noticed your husband's hair is brown & he excepted the cake. How unfortunate you through the cake away as it was your husband's hair". Yup, play nice & sweet & dumb...since that's what she thinks you are. Trust me, she's gonna write you again. She's just waiting for you to say,"I'm so sorry. Let me give you a refund".



Very good response
legal, not legal, I don't care
legal, not legal, I don't care
post #57 of 97
Melhoneybee,
How did your customer react to your email?

-Debbie B.
post #58 of 97
Quote:
Originally Posted by Janette

Quote:
Originally Posted by LaBellaFlor

I would probably tell her,"Good thing my hair is red, so we both know it's not mine. I noticed your husband's hair is brown & he excepted the cake. How unfortunate you through the cake away as it was your husband's hair". Yup, play nice & sweet & dumb...since that's what she thinks you are. Trust me, she's gonna write you again. She's just waiting for you to say,"I'm so sorry. Let me give you a refund".





Very good response




you think?? this is an unacceptable response from a legit business...
Pray The Rosary
Pray The Rosary
post #59 of 97
I have been following this since it started, but haven't commented until now after reading some recent posts.

I think your response was great, I would have sent the same thing if it was me. You did not come right out and say it was her husbands (as some have stated) you only said "perhaps". So there is nothing wrong with that. You did say you were sorry for the problem but did not take the blame. Perfect!!

I also think she might have been trying to get a refund and just hoping after her email you would automatically give it. Whatever!!! Cause I admit when I first saw the cake I thought thats's it. But after I realized "duh" how long that would have taken to paint I changed my tune. Maybe she felt the same "that's it" after seeing it and that could explain her husbands awkward look as well.

I have never carried change and never will if I expect money at delivery. Like said before they know well ahead of time how much they owe. I have been tipped $10 before but I did ask if it was right and they said yes.
Mean People Suck, Cool People Rock
Mean People Suck, Cool People Rock
post #60 of 97
Quote:
Originally Posted by dailey

Quote:
Originally Posted by Janette

Quote:
Originally Posted by LaBellaFlor

I would probably tell her,"Good thing my hair is red, so we both know it's not mine. I noticed your husband's hair is brown & he excepted the cake. How unfortunate you through the cake away as it was your husband's hair". Yup, play nice & sweet & dumb...since that's what she thinks you are. Trust me, she's gonna write you again. She's just waiting for you to say,"I'm so sorry. Let me give you a refund".





Very good response




you think?? this is an unacceptable response from a legit business...



Yes, I do think - I didn't know you wrote the book on how a ligit business should respond. Maybe I should have read it - not.
legal, not legal, I don't care
legal, not legal, I don't care
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