I'm totally not trying to blast anyone in particular, as a matter of fact, I cannot even remember who posted what or when.
Before I say anything else, let me say, I make my share of mistakes. I make MORE than my share of mistakes. However, if our mistakes directly go against what our customers order and paid for with hard-earned money, then it is our job to do whatever it takes, and lose whatever money it takes, to show that we are sorry.
When people hire us, they are hiring us to serve them. We are not doing these people a favor. Now, the perk of this job is, when we do a really good job, they usually thank us as if we've done them a favor! LOL! But in reality...we are performing a service that many of us charge quite a bit of money for. If the customer wants this, that, and the other, for $250, then it is our JOB to make SURE that customer gets this, that, and the other, for their $250 (which is a lot of money to me for cake, even though I charge it without batting an eyelash, I'd sure bat an eyelash to pay it!).
It is unfair to get mad when our customers are displeased that we thought it would be "okay" if something they wanted on their cake didn't quite make it there. Or if things are falling off the cake. Or if we ran out of time and substituted something without asking permission. Or delivered late without a super good reason....or any other mistakes that can happen. Again, mistakes happen...BUT....we as decorators should not be too proud to admit them, apologize for them, and make it right...and then strive not to repeat the error.
I guess I just wanted to remind all of us (myself included) to stay professional and to remember we should give our customers as good of service as we expect when we pay money for something. If I go out to dinner, I want my food hot and delicious and prompt. If I stay at a hotel, I want it clean and comfortable. And our customers should get professional service from us, as close to perfection as we can possibly manage...and own up to it immediately if we cannot for some reason or other.
I know there are lots of annoying customers out there....I get my share too!!!! But sometimes that happens...and to an extent, we are being paid to make our customers happy, even if they aren't the sort we'd want as our best friends.