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Absolutely NOT my fault...

post #1 of 10
10/26/11 at 4:45pm
Thread Starter 
.... so why do I feel sick?

Out shopping, and hubby phones me up to say there's an answerphone message on my business line... about collecting a cake at 11am tomorrow.

Erm... WHAT CAKE? She's booked it for 27th NOVEMBER. Asked hubby to get my order form folder out and sure enough, form she's signed says 27th November.

Now, I suppose it's easy to overlook a detail on an order form ( icon_confused.gif yeah, despite that's what they're there form....) but I looked at her ORIGINAL email which I've still got (thank goodness I'm the world's worst at deleting stuff!) and it says:

(and I'm quoting, typos and all....)

Hi suzzane,

i need to order a cake for 27th november . I had a look at the website ans was windering how much the Pink castle cake or barbie cake would be. I just need the price fo the smallest cake you could make eggless as well.

If you have any other ideas for a princess theme please do share.

So, it's perfectly obvious that it's HER mistake.

She's paid in full, despite me only asking for a £25 deposit (cake is £50) so I'm minded to just give her £25 back, not the full £50. What do you think?

Because a) this is not a high-value order and b) it's her mistake, I have no inclination to stay up all night to get this cake done!

I tried phoning several times, but it just rang and rang and no answerphone cut in.

So I sent her the following email:

Hi X

I've tried calling your mobile but there's no answer.

As you can see from your email below, [I hit the 'reply' button from her original email] you ordered the cake for the 27th of next month! The order form that you signed also states 27th November.

I'm afraid that due to other orders, I am not able to make a cake for tomorrow. I'm really sorry, but I'm sure you appreciate this is something that's completely beyond my control.

I do hope you get this email in time...

Kind regards


She replied back:
Omg ...... Six [what does that even refer to? Perhaps it's the number of missed calls from me? ] and I never even realised. I will call you in the morning

Wish me luck! (not that I should need it... after all, it's HER mistake, right?)
Inside this fat body, there's a thin woman screaming to get out...... but I can usually shut her up with chocolate!
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Inside this fat body, there's a thin woman screaming to get out...... but I can usually shut her up with chocolate!
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post #2 of 10
10/26/11 at 4:57pm
I know how you feel, but I agree with you that it's her fault. Naturally, you are sick about it, but truth be told, she must not be very organized to have gotten the date wrong so many times. As for giving her deposit back, I guess it depends on what your policy normally is, or how generous you're feeling so that perhaps she will return to you with future orders. I definitely would not give her the full cake price back!! I wish you luck!!
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www.sweetcakes-sweetcakesct.blogspot.com
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post #3 of 10
10/26/11 at 5:00pm
Totally not your fault - however, if you haven't incurred any costs, and you've still got time to take additional bookings for that date I would be inclined to give the lady a full refund - not because you owe it to her in any way but just as an act of goodwill. I do feel a bit sorry for her for making such a blooper icon_rolleyes.gif
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post #4 of 10
10/26/11 at 5:05pm
Totally NOT your fault.. and you handled it so professionally, so don't feel badly at all! Let us know how it goes.
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post #5 of 10
10/26/11 at 5:08pm
Not your fault, but I think that would make any of us feel ill,even if it isn't our fault.
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post #6 of 10
10/26/11 at 5:52pm
Not your fault but give her back full payment or make the cake for 27th November.
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post #7 of 10
10/26/11 at 5:59pm
I think your e-mail handled it beautifully. I think as cakers, we need to be organized. That being said,I know we all book cakes 6 months and even a year out. Personally, I have a triple check in place, and this kind of phone call would be my worst nightmare.

I do the same as you with the e-mails. Yahoo actually lets you make 'folders'. Each bride has a folder with the date ahead of her name, so that they appear in chronological order.

Secondly, I write up a paper order and tape it to the calender.

Thirdly, I enter the cake date into my cell phone alarm. It's a wonderful feeling when you are sitting there working on the cake already and your phone alarm goes off reminding you you have a cake to make.
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post #8 of 10
10/27/11 at 1:19am
Thread Starter 
Quote:
Originally Posted by tokazodo

I think your e-mail handled it beautifully. I think as cakers, we need to be organized. That being said,I know we all book cakes 6 months and even a year out. Personally, I have a triple check in place, and this kind of phone call would be my worst nightmare.

I do the same as you with the e-mails. Yahoo actually lets you make 'folders'. Each bride has a folder with the date ahead of her name, so that they appear in chronological order.

Secondly, I write up a paper order and tape it to the calender.

Thirdly, I enter the cake date into my cell phone alarm. It's a wonderful feeling when you are sitting there working on the cake already and your phone alarm goes off reminding you you have a cake to make.



I'm not dissimilar in how I organise it.

I keep ALL emails until well after the cake is done.

I have a signed order form which is kept in chronological order in a file.

And I enter it on the diary (which syncs with my phone) on the computer, with an alarm a couple of days before the due date.
Inside this fat body, there's a thin woman screaming to get out...... but I can usually shut her up with chocolate!
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Inside this fat body, there's a thin woman screaming to get out...... but I can usually shut her up with chocolate!
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post #9 of 10
10/27/11 at 1:21am
Thread Starter 
The customer just called - and was really apologetic!!

I explained that due to other commitments, I just wasn't able to do anything for her late last night and she completely understood.

She didn't mention anything about the money and so I didn't either... but I do feel sorry for her. I'll speak to my dh and see what he thinks.

Thanks for your replies, though!

Suzanne x
Inside this fat body, there's a thin woman screaming to get out...... but I can usually shut her up with chocolate!
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Inside this fat body, there's a thin woman screaming to get out...... but I can usually shut her up with chocolate!
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post #10 of 10
10/27/11 at 1:46am
I'm really sorry for you and also for the customer. It was completely her mistake. I had once really good luck and avoided similar situation (on the contrary) only BY CHANCE!

Mom calling: 'I'd like to order a cake for my son's birthday on 26 Sep'
Me: 'OK. Great, he is a Libra like me...'
Mom: 'No, he isn't, he is a Scorpio!'
Me: 'How comes?'
Mom: '26 Oct borns are Scorpios!'
AAAHHHH!!

If I hear some people on the phone slightly confused or in a hurry (for birthday cakes), I sometimes try this trick. No control over e-mail requests though - as in your case. So I confirm writing 26 September (26. 09.), specially if the order is placed like 2 months in advance. Maybe if they see it written in this way... always better to double check.

Again, really sorry for this situation. Hope you will make the right decision about the payment and this client will surely place other orders with you.
Paula
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Paula
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