Cake Central › Cake Forums › Cake Talk › Cake Decorating Business › Need honest opinion on dealing with customer
New Posts  All Forums:Forum Nav:

Need honest opinion on dealing with customer - Page 2

post #16 of 27
Quote:
Originally Posted by BakingIrene

They get their cakes for free that way...until somebody files with the local Better Business Bureau.



And then what? I don't understand your point of bringing up the BBB. They are mediators that can only listen to one (or more) side(s) of a story. They can't force a business to respond to a complaint, nor offer resolution.
post #17 of 27
[quote="CWR41"]
Quote:
Originally Posted by BakingIrene

Quote:
Originally Posted by scp1127

They get their cakes for free that way...until somebody files with the local Better Business Bureau.



And then what? I don't understand your point of bringing up the BBB. They are mediators that can only listen to one (or more) side(s) of a story. They can't force a business to respond to a complaint, nor offer resolution.



I expect that if the local BBB heard 5-6 complaints from different bakers about a single party using the excuse that "the cake was too small" as a reason for not paying, then they might be able to put out some local publicity. More as a preventive measure than anything else.
post #18 of 27
Quote:
Originally Posted by BakingIrene

I expect that if the local BBB heard 5-6 complaints from different bakers about a single party using the excuse that "the cake was too small" as a reason for not paying, then they might be able to put out some local publicity. More as a preventive measure than anything else.



Why would 5-6 bakers complain about a single private party? Why would the customer hire 5-6 bakers for a single party? Businesses don't utilize the BBB for their own customers--they use collection agencies. The BBB is for customers to file unresolved complaints against businesses.
post #19 of 27
Quote:
Originally Posted by scp1127


For the cake amounts, when she ordered, it was your obligation to tell her exactly how many it would serve if she was cutting it close. You are supposed to be the professional and not allow the customer to order too little without a full understanding of what they are ordering.



Maybe I misunderstood what the OP wrote in her first post, but what I read is that she DID tell them how many the cake would serve, and that they opted to get only 2 dozen cupcakes to supplement. What more could she have done?? How much more plain could it be to them that they are not ordering enough cake? If they decide they want to order only a certain amount of cake, that's their choice, and even as the professional, you can't force them to order more.
Before you ask- I'm licensed, inspected, insured, and all that jazz.
Reply
Before you ask- I'm licensed, inspected, insured, and all that jazz.
Reply
post #20 of 27
[quote="BakingIrene"]
Quote:
Originally Posted by CWR41

Quote:
Originally Posted by BakingIrene

Quote:
Originally Posted by scp1127

They get their cakes for free that way...until somebody files with the local Better Business Bureau.



And then what? I don't understand your point of bringing up the BBB. They are mediators that can only listen to one (or more) side(s) of a story. They can't force a business to respond to a complaint, nor offer resolution.



I expect that if the local BBB heard 5-6 complaints from different bakers about a single party using the excuse that "the cake was too small" as a reason for not paying, then they might be able to put out some local publicity. More as a preventive measure than anything else.


Nah. The BBB is mostly a shakedown for merchants. Sure, they could give you a bad "grade" online, but I'm not sure that is more damaging than reviews on Yelp or Yahoo!Local would be.

One of my friends had a customer this past weekend who said there wasn't enough cake, even though my friend had discussed the size with her, to the extent of showing her the pans it would be made with. Some people just don't get it, or have buyer's remorse after the fact and can't believe they spent "X" on a cake that wasn't 6 feet tall.
post #21 of 27
Quote:
Originally Posted by BakingIrene

I expect that if the local BBB heard 5-6 complaints from different bakers about a single party using the excuse that "the cake was too small" as a reason for not paying, then they might be able to put out some local publicity. More as a preventive measure than anything else.


AFAIK the BBB does not work that way...they field complaints from customers, not from businesses, and if the same customer complained about 5-6 different bakers to the BBB I doubt that would prompt them to put out any local publicity about cake sizes.
post #22 of 27
Quote:
Originally Posted by kelleym


One of my friends had a customer this past weekend who said there wasn't enough cake, even though my friend had discussed the size with her, to the extent of showing her the pans it would be made with. Some people just don't get it, or have buyer's remorse after the fact and can't believe they spent "X" on a cake that wasn't 6 feet tall.



Yup. We showed up with the cake one time and the customer says "I thought it would be bigger" even though we had told her the sizes it would be and the sizes were chosen based on the number of servings she said she needed. Most people don't get it, especially if they are not accustomed to ordering custom cakes.

Sometimes it's really not your fault. The customer is NOT always right.
Before you ask- I'm licensed, inspected, insured, and all that jazz.
Reply
Before you ask- I'm licensed, inspected, insured, and all that jazz.
Reply
post #23 of 27
Somehow something someone else said has me being quoted. I had nothing to do with the BBB issue as the BBB is a bought product. The ratings are paid.

My comment was to reiterate exactly how many servings she would be short with the guest count. Had that happened and the customer was well aware, they would have ordered more, and most of all, that conversation after the event would never have happened. The OP did not say how she advised her at the sales point, only at the consultation. She just took the order. A professional would not have done this. A pro would advise exactly how many servings she would be short, given the industry standards and the total guest count. If this was the only dessert, I would decline the order. The only one to suffer in this situation is the baker.
post #24 of 27
Quote:
Originally Posted by scp1127

I had nothing to do with the BBB issue as the BBB is a bought product. The ratings are paid.



Ha, ha! It might seem that way, but it's not so. My corporation has an A+ rating that wasn't "purchased". It isn't required or necessary to be a BBB member to receive a high rating. The only membership benefit is that you can claim you're a member and/or use their logo.

BBB thread:
http://cakecentral.com/modules.php?name=Forums&file=viewtopic&t=689748&highlight=bbb
HOW TO:
Make tip #127D (giant rose tip) Ruffle cake,
Write with icing,
Make buttercream roses on a stick:
http://s984.photobucket.com/albums/ae322/Unlimited1cakes/
Reply
HOW TO:
Make tip #127D (giant rose tip) Ruffle cake,
Write with icing,
Make buttercream roses on a stick:
http://s984.photobucket.com/albums/ae322/Unlimited1cakes/
Reply
post #25 of 27
Quote:
Originally Posted by jgifford

You discussed the number of servings with your customer.
Your customer ordered an additional 2 dozen cupcakes.
You delivered the agreed-upon cake and cupcakes.

You don't owe numb-nuts anything.



Yes. And "numb nuts" is a generous term to describe them.
post #26 of 27
Quote:
Originally Posted by LoveMeSomeCake615

Quote:
Originally Posted by scp1127


For the cake amounts, when she ordered, it was your obligation to tell her exactly how many it would serve if she was cutting it close. You are supposed to be the professional and not allow the customer to order too little without a full understanding of what they are ordering.



Maybe I misunderstood what the OP wrote in her first post, but what I read is that she DID tell them how many the cake would serve, and that they opted to get only 2 dozen cupcakes to supplement. What more could she have done?? How much more plain could it be to them that they are not ordering enough cake? If they decide they want to order only a certain amount of cake, that's their choice, and even as the professional, you can't force them to order more.



Exactly! Last time I checked, 1 cupcake=1 serving, therefore 25 servings plus 2 dozen cupcakes is 49 servings leaving the remaining 11 (out of 60) poor guests cake-less and salivating. My kids could do that type of math when they were in at least second grade! The customer is just playing a silly game or having a hard time admitting he screwed up, in my opinion icon_rolleyes.gif AND, you definitely need to raise your prices (again, my humble opinion). Nice job on the cake!
post #27 of 27
Unfortunately, you can't please everyone. You may have done everything right in this situation, but only you and your client will truly know what transpired between you two. All you can do is make certain you provided the client with ALL The correct information regarding her being short servings, and that she truly understood and responded to that information.(which by ordering additional cupcakes should confirm that). As for pricing, it was more than reasonable, but again some customers desire a custom cake but don't want the price tag it comes with. We all learn and grow from customer service situations like these, but being a professional you have to suck it up and respond to her complaints professionally. Don't defend your pricing or explain yourself, just stick to the facts and refer to emails which originally explained her now complaints. I know the one client who isn't happy is sometimes what we obsess about, but that simply means you care about your clients and your business. Remember, you can't please everyone all the time.
Slowly taking over the world with frosting.....
Reply
Slowly taking over the world with frosting.....
Reply
New Posts  All Forums:Forum Nav:
  Return Home
  Back to Forum: Cake Decorating Business
Cake Central › Cake Forums › Cake Talk › Cake Decorating Business › Need honest opinion on dealing with customer