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Do I respond or not?

post #1 of 38
6/13/11 at 11:44am
Thread Starter 
I had a customer come in for a tasting (they are complimentary when I choose the flavors (5 flavors of cake and fillings) and $35 if they want custom). She had a complimentary tasting...wanted to book and me to purchase a custom damask cupcake stand from etsy. I would not be able to resuse the cupcake stand and told her she was more than welcome to purchase it for her wedding. She also wanted another tasting to taste cream cheese frosting...I told her she could come in this weekend since I had a cake for with cream cheese frosting this weekend, but she cannot come until August...so I told her she was more than welcome to have another tasting in August for $35, or purchase some cupcakes. Anyhow she responded with this:

"I think there has been a miscommunication, and sense an underlying tension in our email exchange. From the beginning I knew that I wanted the red velvet cupcakes with cream cheese frosting. The tasting was very nice but all I really wanted was to do is know what I was purchasing for the wedding. I dont think $35 worth of cupcakes, or driving down to XXXX to pick them up this past weekend, is a good indicator for future collaboration, and conveys significant inflexibility. I dont think it is going to work for me, and I have decided to go with another vendor.'

No big deal...happy to pass on this, but do I respond? I guess she thinks I am inflexible because of the cupcake stand and not just having cream cheese forosting kicking around on the exact day that she wants it. You guys are so good at responding.

Thanks!
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post #2 of 38
6/13/11 at 11:51am
Yeah, because cream cheese frosting is so different and unique from baker to baker.
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post #3 of 38
6/13/11 at 11:54am
Thread Starter 
ha!!! spit my water everywhere...hilarious! that is an excellent response icon_wink.gif.
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post #4 of 38
6/13/11 at 11:56am
I think a generic response is in order, thanking the customer for considering you and wishing her the best of luck with her event.

She's probably expecting you to try to negotiate the price of the tasting or the cupcakes to keep her business, so it will be interesting to see her response.
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My experimental blog: The Bakery Business Perspective
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post #5 of 38
6/13/11 at 11:58am
Nah, I never respond to crap like that. NEXT!
Answers to the most often asked questions re: SPS. SPS instructions are on Page 15 of the Sticky at the top of the Cake Decorating Forum. Supplies can be ordered from Oasis Supply, Global or BakeryCrafts.
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Answers to the most often asked questions re: SPS. SPS instructions are on Page 15 of the Sticky at the top of the Cake Decorating Forum. Supplies can be ordered from Oasis Supply, Global or BakeryCrafts.
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post #6 of 38
6/13/11 at 12:08pm
I would say to her, "Thank you for your note. I apologize if you felt there was any underlying tension and that you misunderstood my policies regarding tasting and fees. I always strive to make my customers feel comfortable and if possible and when reasonable, try to do the best I can to deliver what they request. My best wishes to you for a very successful event (wedding)."
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post #7 of 38
6/13/11 at 12:11pm
I wouldnt reply cuz no matter how nice and direct u put the message she will think u are coming out with attitude. Best way to look at it is. It cant please every body.
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post #8 of 38
6/13/11 at 12:18pm
Quote:
Originally Posted by EmmyNoah

I would say to her, "Thank you for your note. I apologize if you felt there was any underlying tension and that you misunderstood my policies regarding tasting and fees. I always strive to make my customers feel comfortable and if possible and when reasonable, try to do the best I can to deliver what they request. My best wishes to you for a very successful event (wedding)."



This one! Polite, firm and to the point. There is nothing in there that will make good fodder for her to bad-mouth you to anyone likely to place future orders with you. And you are not left with that awful feeling that you shoulda woulda coulda. Nuff said thumbs_up.gif
Clare - proud to be a Kiwi!!
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Clare - proud to be a Kiwi!!
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post #9 of 38
6/13/11 at 12:49pm
"Thank you for considering me and once again, congratulations on your wedding.

If I can be of any further assistance, whether for a groom's cake or any other occassion, please let me know. "
Cake decorating ROCKS!!
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Cake decorating ROCKS!!
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post #10 of 38
6/13/11 at 1:07pm
Good Grief. Having not read the entire email exchange, I can't attest to the "underlying tension," but you have a policy, you stuck to it. So she was looking for a wishy-wasy doormat. Guess she needs to keep looking.

I'd send Emmynoah's response verbatim. No explantation, nothing but a polite recognition of her feelings and letting her know you aren't crying into your cheerios over her sensitivity to actually pay for things.
life is short, get a cakesafe.
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life is short, get a cakesafe.
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post #11 of 38
6/13/11 at 1:11pm
I wouldn't respond. Too much drama. You have a policy and she wants to drag you to the edge.
Making life sweet!

Lindas Just Desserts

Inspected and licensed commercial kitchen
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Making life sweet!

Lindas Just Desserts

Inspected and licensed commercial kitchen
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post #12 of 38
6/13/11 at 1:15pm
Quote:
Originally Posted by amberhoney

Quote:
Originally Posted by EmmyNoah

I would say to her, "Thank you for your note. I apologize if you felt there was any underlying tension and that you misunderstood my policies regarding tasting and fees. I always strive to make my customers feel comfortable and if possible and when reasonable, try to do the best I can to deliver what they request. My best wishes to you for a very successful event (wedding)."



This one! Polite, firm and to the point. There is nothing in there that will make good fodder for her to bad-mouth you to anyone likely to place future orders with you. And you are not left with that awful feeling that you shoulda woulda coulda. Nuff said thumbs_up.gif



Totally agree!
A closed mouth gathers no feet.
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A closed mouth gathers no feet.
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post #13 of 38
6/13/11 at 1:17pm
Quote:
Originally Posted by carmijok

Quote:
Originally Posted by amberhoney

Quote:
Originally Posted by EmmyNoah

I would say to her, "Thank you for your note. I apologize if you felt there was any underlying tension and that you misunderstood my policies regarding tasting and fees. I always strive to make my customers feel comfortable and if possible and when reasonable, try to do the best I can to deliver what they request. My best wishes to you for a very successful event (wedding)."



This one! Polite, firm and to the point. There is nothing in there that will make good fodder for her to bad-mouth you to anyone likely to place future orders with you. And you are not left with that awful feeling that you shoulda woulda coulda. Nuff said thumbs_up.gif



Totally agree!



Me too.
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post #14 of 38
6/13/11 at 1:31pm
No response. Not worth the time or trouble.

If she's too dense to understand that if she'd originally said, "I want to taste RED VELVET W/ CREAM CHEESE ICING.", she would have had to pay $35, but got a FREE tasting because she took the "Baker's Choice" option (I guess hoping she'd get lucky & score an RVCC??), then she'd never understand the other complexities involved in creating a real order using a contract & making a deposit.

So much the better.

Rae
I love you, but your emergency is not my crisis!

They say that a little knowledge is a dangerous thing, but it is not one half so bad as a lot of ignorance.--Terry Pratchett (b.194
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I love you, but your emergency is not my crisis!

They say that a little knowledge is a dangerous thing, but it is not one half so bad as a lot of ignorance.--Terry Pratchett (b.194
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post #15 of 38
6/13/11 at 1:55pm
If you must send a response, do not apologize (...sorry you did not...). It sounds like there is no apology necessary. I would also not point out that she did not understand your policy. It seems like she is a stressed out bride. On another day, she may see the light and realize you were a good option. I would give her a sincere thank you for considering and ignore the underlying tension crack.
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