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So frustrated with clients who are late!!!!

post #1 of 16
Thread Starter 
Does anyone else have the problem of people not showing up on time to pick up their cakes? I can understand 5 mins late, or even 15 mins, but everyone is at least half an hour late, with no phone call or email or anything! I can count on one hand how many have actually been on time. I do this out of my home in addition to my regular job, and people seem to think that I have nothing better to do then sit around and wait for them! I always confirm a time with them beforehand and send reminder emails, but it doesn't seem to help. If I can have the courtesy to have their cake ready on time, then the least they can do is show up on time! Any ideas as to how I can go about changing things so this doesn't happen any more? So frustrated!
post #2 of 16
I feel your ireicon_smile.gif Been there, done that and still feeling the kick in the pants.
I got to where I made *SURE* I told them that I had another appointment and *HAD* to leave at a certain time so they had better not be late or they would miss out on their cake.
I've also heard of people putting the cake (in a proper box) out on the porch or similar.
post #3 of 16
On a contract or finalized email . I would have a general statement .
Your scheduled pickup time is for ___________
If you cannot make it at this time please reschedule. Please arrive no later than 15 minutes after your scheduled time . If you do not give notice that you will be late I cannot guarantee you will be able to pickup your cake on that day. Thank you in advance.

Time is money in a business. Most people here work their cake business by a scheduled date or an appointment. It would be even fair to charge a late fee if you provide that information in advance .Just like you have a rush fee or those who charge a delivery fee by the minute .
post #4 of 16
Thread Starter 
Quote:
Originally Posted by Cakery2012

On a contract or finalized email . I would have a general statement .
Your scheduled pickup time is for ___________
If you cannot make it at this time please reschedule. Please arrive no later than 15 minutes after your scheduled time . If you do not give notice that you will be late I cannot guarantee you will be able to pickup your cake on that day. Thank you in advance.

Time is money in a business. Most people here work their cake business by a scheduled date or an appointment. It would be even fair to charge a late fee if you provide that information in advance .Just like you have a rush fee or those who charge a delivery fee by the minute .



I like this idea a lot! Today I had a client that was supposed to come by just to pay for a cake I am making for her in May, and that was almost 2 hours ago, and I have heard nothing from her! I don't usually get my clients to sign contracts unless it's for a wedding or if the order is for over $100 (I live in a small city where everyone knows everyone), so I think putting that in the emails might just work! Thanks!
post #5 of 16
Seriously, get payment in advance, then tell them that if they're not there within ten minutes of the agreed-upon pickup time, their cake will be in a box on the front steps, and you can't promise that neighborhood dogs won't be eating it.
post #6 of 16
Quote:
Originally Posted by costumeczar

Seriously, get payment in advance, then tell them that if they're not there within ten minutes of the agreed-upon pickup time, their cake will be in a box on the front steps, and you can't promise that neighborhood dogs won't be eating it.

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post #7 of 16
Oh, don't even start me on this. I have a custom, by appointment only business, and people are constantly late, irks me so bad. Take today for example, it's a holiday, we are planning on going out of town for Easter. The customer begs me to take her order, because noone else will due to holidays. So I do. Then she tells me she would like to pick it up at 1 pm.... icon_eek.gif on Good Friday? Heck no! 9 am would be absolutely the latest, all the rest of my customers picked up their stuff yesterday. And guess what? She is 40 minutes late, no phone call, no e-mail, no answers to my calls icon_mad.gif I was very close to just leaving anyways and forgetting about her and her "very important" cake. Knew it wouldn't be a good business decision though. She doesn't even apologize when she gets there just like I have nothing to do on a holiday that wait for her tapedshut.gif
post #8 of 16
Thread Starter 
Quote:
Originally Posted by Pebbles1727

Oh, don't even start me on this. I have a custom, by appointment only business, and people are constantly late, irks me so bad. Take today for example, it's a holiday, we are planning on going out of town for Easter. The customer begs me to take her order, because noone else will due to holidays. So I do. Then she tells me she would like to pick it up at 1 pm.... icon_eek.gif on Good Friday? Heck no! 9 am would be absolutely the latest, all the rest of my customers picked up their stuff yesterday. And guess what? She is 40 minutes late, no phone call, no e-mail, no answers to my calls icon_mad.gif I was very close to just leaving anyways and forgetting about her and her "very important" cake. Knew it wouldn't be a good business decision though. She doesn't even apologize when she gets there just like I have nothing to do on a holiday that wait for her tapedshut.gif



Sounds like you are having the same troubles as I am! My client yesterday didn't even show up, and I had told her previously that I had a prior engagement I had to attend so I would only be home until a certain time. So, when that time came and she still hadn't shown up, I sent her an email saying she would have to reschedule b/c she didn't bother showing up and that I was leaving my house. Well, over 2 hours later, she emails me, saying she's "so sorry" and that her kid got sick and she had to take him to the hospital.Thing is, last time she ordered from me, she was 2 hours late and claimed she was at a funeral! The excuses that I have heard are unbelievable! I definitely think I need to change my policies and get people to pay in advance for their cakes, and then if they are late, either tell them I can't guarantee they will get their cake, or charge a late fee.
post #9 of 16
I just start learning how to decorate cakes,so I became the designated baker for the family,they are not paying customers and always late picking up their cake.I am going through same headache.
post #10 of 16
I had to laugh when I saw this post as this is exactly what I am doing at this moment. I'm sitting here waiting for a client to pick up their cake. I don't usually make appointments for after 2pm on a Saturday but made an exception this once & it comes back to bite me.

What gets me is when you ask for a particular time they look at you as if you're some kind of control freak. I think I'm quite easy going as I always ask what time is best for them if they are the first or only client for said day. I try to be understanding that people have kids, jobs etc but it's when, like you say, they think I have nothing better to do than wait for them. Hello I have life too.

I also get the look when I say I don't have pick ups on a Sunday. I work hard all week, don't I deserve a day of rest.

Lately the new one seems to be "are you in all the while" when someone wants to bring a deposit. I swear I'll lose it one day & say "yes I don't have a life I just sit in the house with nothing better to do but wait for you"

And yes I know there are going to be replies saying what do you expect if you work from home but some of us don't have the choice.

Aah that's better. Rant over thanks for listening icon_biggrin.gif
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post #11 of 16
Quote:
Quote:

And yes I know there are going to be replies saying what do you expect if you work from home but some of us don't have the choice.



Well, I don't work from home. I have a shop but it does not have a storefront, so everything is "by appointment only," it says so on my door in big letters. I have left before, and got phone calls from customers who are more than 30 minutes late, and guess what? I still have to come back to the shop to give them their cake. What am I going to do? Tell them they are out of luck?! People are so used to 24-7 shopping mentality that things are open whenever customer needs it to be open, that "custom" is just really foreign to some of them.
post #12 of 16
icon_lol.gificon_lol.gificon_lol.gif So funny... I'm sorry, I know its not. I just always thought it went with the territory of doing business. I hated it though because it meant I had to worry about my Sat deliveries which are usually the larger orders (weddings & Quinceanera's) and on a time frame.

With gas prices so high (after they rose above $2.50 which is a while back) I started encouraging my customers to pick up their orders. Which gave me the headaches. So I came up with this policy.

Friday pick-up(s) after 3:30pm a REFUNDABLE handling fee deposit of $25.00 is charged. If you pick up your order before that, no fee/deposit.

Saturday hours for pick-up 7:00am - 10:00am We have deliveries to make.

If a customer did not leave a deposit but came late, they were charged the fee.before they could take their cake.

That is stated on their signed order, which we explain before they leave and is posted on a large sign where it is easy to see.

Needless to say, we don't have to many issues with it anymore and I don't deliver any orders under $100.00. We are a commercial kitchen, I don't make cakes to sit around and wait for someone to come in and buy off the shelf.
Virginia 323.253.8213
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Virginia 323.253.8213
www.urbanainez.com
He is the man of my dreams, my prince; He gives me the desires of my heart, He completes me. His name is Jesus
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post #13 of 16
4 of my 6 pickups were late today and only one texted me to let me know what had happened.... waiting on the last pickup now (we'll see what happens)

My husband says (as someone else mentioned above) that people are used to the 24/7 Walmart and think we're supposed to just be here when they get ready to come by. When people don't answer my phone calls or texts to find out where they are then I will send one of those "I have to leave by such and such time and if you are not here by then I'm not sure how you will get your cake." Surprisingly, I usually get a phone call or text back immediately after that.... I do understand emergencies (like the one who texted me this morning) but do appreciate common courtesy to let me know when they are coming.
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post #14 of 16
I did a cake for a friend and told her pick up by 10am or I will be gone. She showed up at 10:15 and I was not home. She called and I told her I will be back in an hour she can pick up then put I will only be home for awhile I have plans. Lets say she was their waiting and next cake she was their on time.
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Jennifer Dontz Sugarpaste flower class - Hollister, CA 10/12 & 10/13/13 contact me or sugardelites.com
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post #15 of 16
I don't do lots of party cakes - mostly wedding cakes that are delivered, but I have had people be late just like everyone else.

Most of the time, they are pretty much on time. I do tell my customers if I have plans and that I am leaving at such and such time. I have only had one that didn't believe me.

She had ordered a wedding/groom's cake. Backed out of the wedding cake and wanted just the groom's cake icon_mad.gif I was not amused and did have a signed contract but whatever. I made her the groom's cake and she didn't pick it up and didn't answer her phone after repeated calls. I left her a message and left the house. I had already been paid so if she didn't get her cake too bad. She finally called and I told her it was at my house on the bar and to call my daughter to get the cake. Daughter was dead to the world asleep....she finally got her cake and I am sure by that time she had an ulcer. She was very nice and most apologetic about dumping the wedding cake and called to say how much she loved her groom's cake.

I wouldn't wait around on someone who was late and didn't call. When i do take cakes that can be picked up on Sunday morning I do tell my customers that I go horseback riding on Sunday either early in the morning in the summer months or around 1:00 in the winter. Pick up is either after 1:00 PM in the summer or before 12:00 in the winter. I will not cancel a trail ride for a late customer!!

Leave a message if necessary that cake must be picked up at (insert time) because at (insert time) I have to be at blah blah blah and cake will not be available for pickup after that until I arrive back...blah blah blah...and then leave.
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