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Wedding was cancelled. Advice on response for deposit refund - Page 2

post #16 of 24
6/14/12 at 12:49pm
Quote:
Originally Posted by KoryAK

I know you liked her and there are exceptions to every rule. But in general, what is the point of having policies and contracts if we are not going to enforce them?



My thoughts exactly. I'm not sure I understand why you changed your mind. At the start of the thread, you seemed to have made up your mind to keep the retainer (and rightfully so) and just wanted feedback on how to word everything in your email and now you are saying you are refunding her the full amount.

My concern would be that you are teaching your customers that your contract doesn't really matter and that you don't really mean it when you say "non-refundable".
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post #17 of 24
6/14/12 at 1:13pm
"You are a very pleasant young woman with which I hope to to business again with someday. Thank you,"

I only want to say you have a typo in the last line, probably should be... I hope TO DO business again....

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post #18 of 24
6/14/12 at 3:44pm
Thread Starter 
I also mentioned in my first post that this was my the first time in this situation. All of us cake decorators are in the business of making people happy. Yes, it still is s business but I believe I can still provide GREAT customer service even if I am not able to fulfill an order with them. I was teetering on both ends of this deposit debacle and now feel like this client is the exception to this rule.
LoveMeSimeCake615:
I understand your concern as to not following thru with my contract however since I'm still a pretty new business, I'd like to keep my reputation on good standing with the folks in my town. I will let the bride know that this is the only exception I will make given her circumstances.
I work as an RN at a family practice. We have a cancellation fee for no show ir late schedule appointments. That fee is SOMETIMES waived depend on the circumstances and the patient. We had one patient YELP that our office was very understanding and personal because we didn't charge him a cancel fee due to a death in his family. We have since received several referrals from this patient. I feel that this situation is similar to that also.
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Cake just happens....
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post #19 of 24
6/14/12 at 3:57pm
There's absolutely nothing wrong with waiving fees or making exceptions for customers, as long as you don't make it a habit and are comfortable saying "no" to another customer who hears about the exception and demands the same treatment.
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The Bakery Business Perspective
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Recent Articles: The Magic Pricing Formula • Copyright Law
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post #20 of 24
6/14/12 at 4:31pm
I have to agree with others who are telling you not to refund the entire amount. If you are in business, then you should not treat your policies on a per person basis. If you had not liked this person would you be refunding the whole amount?

She knew cancelling a wedding came with consequences...she even mentioned that. Was your time in dealing with her not worth anything? The planning the emails, the design? Your reputation is also built on being consistent with customers--not just on how much you can bend over to please them. What's good for one should be good for all...otherwise, why have a policy at all?
A closed mouth gathers no feet.
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A closed mouth gathers no feet.
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post #21 of 24
6/14/12 at 5:59pm
we shouldn't jump on her for making a decision! it's her business and maybe since the others went through and weighed the options she realized she could book again...end of story, its HER business
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It's not "just" cake...it's my life!
WI State Representative for Icing Smiles...start 'Baking a Difference" today!
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post #22 of 24
6/14/12 at 6:38pm
I'm sure she expected there to be a cancellation fee, so to give a full refund is really nice. If you don't need the money you will be rewarded tenfold by giving it back. I'm sure other businesses that she is dealing with about the cancellation are not as kind as you. Even if you are entitled to a keep the money it's nice to at least offer a credit for that amount should she need a cake for a graduation, birthday, or holiday in the coming year.
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post #23 of 24
6/14/12 at 7:21pm
Quote:
Originally Posted by step0nmi

we shouldn't jump on her for making a decision! ...end of story, its HER business



Yes, that's true that it is her business and her decision. I truly wasn't trying to "jump on her", just express concern because I have heard so many stories on CC about people making an exception and it coming back to bite them later.

Fedra- I'm sorry if I read your OP wrong- like I said, I thought you had already decided what to do and wanted advice on how to do it, and then it seemed like a few posts from others swayed you from your decision- I didn't realize you were still undecided on whether to refund or not. It truly is ultimately your decision and you know what's best for your business. thumbs_up.gif [/i]
Before you ask- I'm licensed, inspected, insured, and all that jazz.
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Before you ask- I'm licensed, inspected, insured, and all that jazz.
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post #24 of 24
6/15/12 at 1:21am
I have made many similar "decisions" to be pro-customer and give them a break, and in 25 years, it has never once, come back to bite me. You have to be a good businessperson, but many lack being a good marketing and PR person, which will take you far in your business. Those decisions are the ones, while my competitors stuck to the policies, that fed my children well during many years of self-employment. It gives me the upper hand now too. How do you think I could grow this business to where it is now in two years?

SoFlo is right. that baker may be the absolute only company that will give her a full refund. That is worth $150.00. She will get more good word of mouth, more recommendations, and the almost bride will tell about how she was understanding because it was still 3 months away.

I am not advocating giving people money when your business can justify it.

The idea of not veering from policy, honoring your contract, it's yours so take it, is great. It gives all of the new businesses an opportuntiy to serve your customers the next time.
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