I have recently received a cake request from someone asking for a cake that she saw in my picture gallery. She wants that cake (a 3 tier), plus 2 smaller cakes and 3 dozen cupcakes. After telling her my prices and deposit requirements for the order I told her I would only be accepting her order for that weekend since it was a fairly large one so it was important that she send her deposit to reserve her date as soon as possible. This is an excerpt from the email I got back:

"You are correct, it is a large order, so you have to discount on something. How about making this order for me at these prices...."

I no longer care to do business with this lady. To me she has come across with a feeling of entitlement and I really don't think that I "have" to do anything. By taking only her order that weekend I could potentially be losing out on enough orders to double (or more) the amount of income that she is willing to pay. How can I let her know firmly, but not rude, that I can longer provide the cakes for her? It's taking a lot of effort, but I'm really trying to hold my tongue with this one....

I would say something like this:

While I understand that big box stores are able to offer a discount to their customers when items are ordered in bulk, that just isn't the case in my line of business all the time. Ordering in bulk is less expensive because they get the product for less when THEY order more. However, my ingredients for my cakes and cookies are not purchased in bulk, so there are no savings to pass on to my customers in that area.
I understand why you thought this was case, but I regret to inform you that for your particular order that is not the case. Iin the event I receive a reduced rate on my ingredients I will most defiinitely pass that on to my customer. Your particular order will not involve bulk purchased ingredients, so the total for your order will remain as quoted $XXX.XX If you have any other questions, or would like to change your order to better suit your budget, that can be arranged. Otherwise I will look forward to receiving your deposit in the amount of $XX.XX by March XX,2010 in order to reserve your date.

thank you,
SimplySassy

OK first off, as annoying as it is don't be TO totally offened about her asking for a discount. It's the nature of doing business these days BUT most women aren't used to it. So, if you want to the order I'd write back as KH stated. If you don't want to do the order I'd just write her back the truth but short and sweet. "I am sorry I no longer feel it would benefit either of us to continue with this transaction/order. I wish you the best, I have included the names and numbers to a few other bakers you might like to check with". And that's it. No more contact, no answering of emails.

Best of luck!

"I don't offer a discount on my products. I have quoted you the price that I charge for the order that you are requesting. " send her to another bakery if you want to tell her she's paying for high quality products, talent, etc. that's up to you. if she changes her mind and decides she can pay the full price quoted before, and you still don't want to deal with her, then, ooopsss... already booked up.

good luck

I would keep it simple. You don't owe her an explanation because it will just complicate things.

"I'm sorry but that date has just been filled and I am no longer able to take your order."

A BMW is a big ticket item too but they sure don't offer discounts.

Just be honest with her. I wouldn't go into any big explanations, because in my opinion people will use those to get what they want.

"I do not offer discounts on any of my cakes, no matter the size. My cakes are priced per serving/cakes and my prices stand as stated perviously. If you would like me to do the cakes at the price I orginally quoted I will need the deposit by March 12 by 5pm. If I do not have the deposit by that date then I will not be able to hold the date any longer and will not be able to make your cake."

Or if you just have no desire to do the cake any more...

"I'm sorry my prices are firm and I do not give discounts on larger orders. I can not make the cakes at the price you would like to pay, so it would be everyone's best interest if you find another bakery to fullfill your needs."

In my opinion, instead of just telling her the date is now booked she needs to know why. Everyone tries to get things for a bargin, and it could be that she thought okay I'll ask and see if it works. She may still be willing to pay full price. And if not, then you both need to be clear on how you handle things. If you say oh, sorry someone else just booked that date, then you don't solve the issue of her wanting to get a discount. Clear that up, and let her decide, pay it or move on. Other wise she could come back in a few months and try the same thing on another cake. You gonna be booked then too?

There is nothing wrong with asking for a discount, the problem is the way she demanded it. That is just rude and I would tell her . I don't put up with that kind of crap from anyone, customer or not.

I agree with the 'keep it simple' method. No lengthy explanations. You've already told us you don't want to work with her, so you say:

"I'm sorry, that date is no longer available. Thank you."

And there is nothing wrong with ASKING for a discount. There IS something wrong with DEMANDING one. I wouldn't work with her either. I don't play that game.

"I'm sorry, I don't have to. After much consideration, I have determined that it's just not possible for me to further pursue your cake order. I do wish you the best."

I would say, Thank you for considering my talent in designing your cake for your special occasion.

I do not discount my cakes for anyone because of the time involved. If this is not acceptable to you then the date is now open for other customers.

If you still need me to make your cake, then I require a deposit immediately to keep the date open.

Oh, I just found the wording I used to "fire" a bride a few days ago. I think it's a keeper, since you don't even want to work with this woman.

After much contemplation following today's communication, I have determined that
Sugar Buzz! will not be able to accomodate this cake order. I do wish you all the best.

Thank you all for your advice! I decided that it would be best if I just cut ties with her. I politely told her I would no longer be available on that day and included websites to other area bakers. I didn't want to chance taking an order for the type of person that would complain about every little thing and demand a refund or something in the end. I could be reading into it all wrong, but that's just not a chance I was willing to take. Thanks again!!

I suppose it would be a bit much to tell her to take a long walk off a short pier?

Good for you! I think you made the best decision possible. When your gut talks, you should always listen! Now, move on to someone who will appreciate your talent, and you'll be SO glad you didn't cave to her!!

(I am apologizing ahead of time for going off topic some....)

Melvira -it is wonderful to see you posting again!!!

Wow... Glad you chose not to do the order. The nerve of some people! I could see if I was ordering the same flavor cake for everything to ask if there might be a discount since I was ordering so much, but to DEMAND a discount and to tell you what you should be charging- I think not.