Originally Posted by carmijok
A phone call followed by an email or letter (or both) stating what was discussed and resulting concession came of it: "Thank you for speaking with me regarding the issue with your cake. I'm glad we resolved it and per our discussion, enclosed is a refund of $_________ along with my sincerest regret that your order did not meet your expectations.
Customer satisfaction is my number one priority and I hope that you consider giving (name of bakery) another opportunity in the future. Sincerely....."
This. I dont own a bakery but we have rental business and weve had to evict renters (doing two evictions this month actually). We always call the renters and speak with them about the issue but we also send a certified letter as well. Gotta have a paper trail. I realize my situation is much different (legalities and all) but anyone can claim they never heard from you (as some of our past tenants have claimed) but when you send a certified letter AND call them there isnt any way for them to claim they never heard from you. Its good to talk to people, hear what they have to say and they like to hear from you too. But you also have to have that paper trail to prove you reached out to talk with them, you didnt blow them off.
Oh and I remember that thread where the baker accused the customer of having grocery store tastes and thats why she didnt like the bakers cake. Which isnt at all true. Maybe the bakers cake stunk. Maybe it really did taste like a big turd. Dont assume youre the G*d of baking and everything that comes out of your oven will taste like heaven. And NEVER tell a client that they have grocery store tastes. Never ever ever ever. Thats so insulting and degrading. Even if its true on their part (Ive got family that would take a Wal-Mart cake over one of mine any day). Doesnt mean I suck, but it also doesnt mean they have something wrong with their pallet. We just like different things. I dont fault them for that. Though I do wonder how on earth they can choke down that sugary glop they call buttercream.