This caterer flat out calls it his "Bridezilla Clause" (scroll to very bottom of this page

http://www.jbarhtexasfoods.com/aboutus.html

Do Not Do Not give that deposit back. If she didnt read the details of the contract then thats her problem!

From a PR standpoint, I disagree with most of you. We are supposed to deliver cakes as ordered. The last cake has put doubts in the customers' minds. We are supposed to be driving slowly, anticipating pedestrians in parking lots and we are supposed to transport these centerpieces of a monumental event in such a manner that they do not get damaged (extreme circumstances excluded). Had you just given back the deposit and explained that you understood and hoped you could regain their trust in the future, the issue would slowly die. Now you have infuriated these customers. I don't think some of you realize how far-reaching this situation will be on this business. The negative story of this decorator already delivering a destroyed cake and then refusing to return the deposit will be told for years to come every time wedding cake decorators come up in conversation. Not to mention the damage on the social media sites. And for those of you who say that this would not impact your business, you are not correct.

Newspapers and other news media do not report on hearsay. Normally, the person wronged must file a police report or a lawsuit. Then the media starts a story based on the formal accusation. Just running a story because someone is mad opens the media up to lawsuits. That is why reporters reasearch a story to get the facts.

Thanks, SCP, for the alternate view. I really appreciate hearing all sides of the argument. I actually have a bachelor's in Sales and Marketing, as well as my MBA, so PR issues are ones that I'm familiar with, and also the reason for my hesitation regarding this issue. The lawsuit wasn't what I've been concerned with; it's the negative publicity. This is a group of people I have done many, many cakes for over the years, and this is the first time a cake disaster has happened. As I had mentioned earlier, though, this group has become increasingly more difficult to deal with, and are ones I personally and professionally, no longer wish to do business with. I made the mistake of letting a sob story pull at my heart string and I lowered my price greatly on a cake I did from them, and from there on out they have expected/demanded that same discount, while also wanting more and more in regards to their cakes, deliveries at unusual times, and constantly ordering cakes late (ie: call on Monday for a 4 tier cake to feed 300 on Saturday). I already tried explaining things to this group to try and get this professional relationship back on track, but they have flat out said that because they have been long time clients of mine, they deserve the discounts and special treatments. So, as far as my reputation within their group, eh. I hate to see it tarnished because they know first hand the work I do, but I also don't want their business anymore.
I will say, though, that had this entire situation happened with a different group of people, a group that truly has never seen my work, or maybe just seen a few examples and then experienced a cake disaster, my reaction would have been different. I more than likely would have refunded the money, and still offered to do the wedding cake for free, or offered a groom's cake or other cake, as a chance to redeem myself. (Assuming of course, the original wedding party hadn't threatened bodily harm to myself and my staff, and these clients hadn't barged into my office with threats of lawsuits and negative media coverage.)... In fact, even in this situation I might have done something similar if all that hadn't happened. It's the whole honey and vinegar mentality.

Long-term customers should get special treatment? BAH! Tell that to McDonald's! I've been eating Happy Meals since 1974 and I get no special treatment.

*GROAN*

It was a JOKE! I was mocking the sense of entitlement...

HaHa, Very True Jason! And many of my long term clients DO get special treatment, but what I love is that they don't EXPECT it. They appreciate it. And, the ones that get the special treatment as the ones who shell out $$$$ for cakes, not $$ for cakes. Another good way of getting a lot of extra for little $$ with me, and getting on my preferred client list, is to tell me I have complete creative control and can do whatever I want. lol
And yes, having a cup of coffee and chit chat with me while we design the cake/talk about a contract will gain more points than arms crossing, feet stomping, and a bad attitude. It works both way.
The common phrase is "It's just business." Well, with me that's a yes and no. I spend a lot of time with clients during the design phase and tasting phase, and I meet with clients in my home office the majority of the time because 1)gas prices are HORRIBLE! 2) it's more convenient for me 3) it gives me more room at the bakery for... well, BAKING! and 4) It IS more personal. So these kinds of issues, while I know they happen, are really few and far between, and also take me aback and require quite a bit of thought and analysis on my part. My clients know that I put a personal touch on everything I do, so having a client come into my office where they've been many many times, where I've designed birthday cakes, anniversary cakes, even funeral cakes, and treat an issue like "it's just business".... well, it's really unfortunate. But I guess if they want to treat it like just business,then, okay, it's just business. Read the contract, end of story.

KalisCakes...you are doing exactly what you should be doing...divesting yourself of toxic customers!!

SCP's post tells me that they think a business runs on the basis of fear...fear of bad publicity. Sorry, but while you may get some bad PR from these particularly PIA people, in the long run it will work out better for you. And you know that because of how you're responding to them.

Believe it or not SCP...this will be a non-issue in a few weeks. Most people don't spend their days thinking about the next cake they're going to buy. We think of it because we're in the cake biz. Most people really don't care until they need one. If they are friends with the PIA people, then they are probably of the same ilk so who needs or wants their business? As long as you continue to please other customers, network with the right people and put out a good product, that's where you will get your business.

In this particular case the OP is damned if she does, damned if she doesn't. She doesn't refund the money they are going to complain (even though they knew the policy and by signing the contract, agreed to it). She refunds the deposit and they are still going to bad mouth her for that one disaster. Plus she setting herself up for other members of this group to complain and then get their money.

I feel her email is was completely professional and appropriate.

I also think it would be a good idea to send a letter to the head of the group telling him/her that they need to find another baker for their organization.

Carmijok, I am sorry, but your statement is inconsistent with all marketing and PR proven and measured data. Many people read this site and it would be wrong not to refute your statement. I would suggest to anyone who is serious about their business to research this subject (as I have done extensively).

This is not fear... it's damage control. In the past, businesses spent thousands advertising in traditional media... print, radio, and TV. Now it is about maintaining your reputation in a one-on-one atmosphere, making the most of every encounter, whether it be in person, on the net, phone, etc. This means of promotion is less money, but requires finesse in PR.

KalisCakes, since we are on the same page... here is what I would do. Cancel the order with the most gracious note, understanding their concern, and leaving open the possibility of earning their trust in the future. I would then send a smll cake or cupcakes to the offices of each bride... the original and the canceled. This would allow them to share your story and to see first hand that you are committed to customer satisfaction. Also, 24 people at each place will have the opportunity to see and taste your work... total damage control.

THEN BE BOOKED EVERY TIME THEY CALL until you feel comfortable with them.

I have customers who are the backbone of my business... the people who spend money, have friends with money, and tell everyone how great my cakes (etc.) are. These people and their friends get very special treatment. Today, small businesses who want to grow, understand the power of word-of-mouth. It can cause your business to grow or bring you to your knees. To equate an expensive, non-necessity, luxury purchase, custom cake with a fast food experience does no good to promote and share solid business advice... which is what this particular forum is about.

Carmijok and scp are right - to a certain point. Yes, this will be a non-issue at some point in time, but not necessary in a few weeks. But it will not be brought up every time cake decorators are mentioned for years to come.

Advertisng and PR is not based in social networking - FB, Twitter, etc... It is on those social networking sites that reputations are built and destroyed. It is on those sites that the one-on-one encounters are relived.

Damage control - yes. Kissing a donkey's behind - no. There is a fine line between the two and ONLY a business owner knows what that line is for themselves. NO ONE else can tell them.

As far as the cupcakes - you are assuming they would accept them and NOT badmouth them. From the looks of it, these customers are not those people. Kaliscakes, has made it clear that she does not care about losing this group of customers.

I don't care what anyone else does - but I REFUSE to be blackmailed into altering my business practices under threat of a negative review. If I give in to one person, it will set a precedent. Personally, I think giving out unwarranted refunds and discounts will impact my bottom line much more than any possible negative online reviews can.

I believe in bending over backwards for my customers, but a line has to be drawn somewhere and those lines are clearly spelled out on my website and in the contract the client signs. If someone lies online about their experience with my business, it's libel and I can sue for it.

A business being linked to their own reviews is different from this one bad experience being brought up everytime bakeries are mentioned are slightly different, how scp stated. Also, regardless of how many years pass, if the overwhleming reviews are positive, one negative reveiw will hardly affect the business.

I've had slips in the past, made it right and still get tons of business this the group of friends/family. They come back because I have a good, quality product.

Those of you who do not think th impact of the social media is powerful need to get some facts. Not from me, but it would be prudent for you to study this issue. Many CEO's have said the same thing an have had their business suffer severe damage because they were not proactive concerning customer complaints. Look at the famous cases of Dell and Comcast. One person's complaint has created a fallout that can never be repaired.

Those of you who ignore this and think you are invincible are most vulnerable. The power of social media is in its infancy and is already a driving force in the market. It doesn't disappear because you don't want it be a factor.

Jason is right... reputations are made and ruined easily by word-og-mouth. People do check reputations and those bad reviews are cached forever.

And I'm sorry to disagree, but this new form of media is your advertising... the part you have no control over. Today, unless you are a national brand, it is the most powerful form of advertising you have I really don't care who agrees. Proven facts aren't up to debate. You can choose to study and understand it, or you can choose to do what many businesses still do and reject it. And the more businesses in this industry who choose to stick their heads in the sand, the more business opportunity there will be for others to embrace this powerful marketing tool.

How can it be that I am a new business and I hear daily how people were not happy about their last cakes. Too dry, taste was just ok, tasted like a grocery store cake, nobody ate it but it was our only option... I may be talking to someone who has never tried my products, but they volunteer their comments. I understand that there are many people who put out a great product and people love your work. But be realistic... many of you are who these people are talking about. I am being general.

Damage control is not fear... it is one of the best opportunities you have to turn around a potentially bad situation and use it for your own good.

Argue if you want, but facts are facts.

I have two different Facebook accounts. One for networking, and a personal one as well. I can honestly say that on my personal (non-cake) account, I have NEVER seen ANYONE post about any cake they may have bought or eaten. So while it MAY happen, I think the risk is minimal and I am not going to let Twitter dictate how I operate my business. But that's just me.

Also, the implication that those of us who aren't intimidated by social media are ignorant is very demeaning.

I see people post on FB about cakes they've ordered all the time, usually if there was a very good experience or a very bad experience. The real concern is independent review sites like Yelp.com -- they are great for generating positive buzz, but if you mess up you'd better do everything you can to address the issue. When I look at online reviews (for businesses, products, etc.) I usually check out the negative reviews first (even if the reviews are mostly positive), in most cases it is clear from the review whether the customer or the vendor is at fault.

Luckily these sites usually allow the business to respond to reviews so you can at least post your side of the story, but if you are not respectful in your replies that can lead to further damage to your reputation -- on more than one occasion I have decided not to patronize a business because of the way they responded to negative reviews on Yelp.

Obviously you can't guarantee that every customer will be happy 100% of the time, I'm just saying it's dangerous to write off a PITA customer thinking that the damage to your reputation will be limited to the customer's circle of friends. It won't.

And there's no need to be intimidated or alter your business practices either, if a deposit is nonrefundable you should hold the line and not refund it, but do so in a tactful manner under the assumption that the customer will order from you again in the future (even if you think they won't).