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First negative review in 120 cakes!

post #1 of 28
Thread Starter 

Ok so for the first time in 120 cakes we received a message from a customer (2 months after the fact) with a negative review of the cake we made for her. Kid's 1st bday cake.

 

Was relatively respectful...some points I can understand and some points are not justifiable (she compared us to another business in town). Basically told us that our icing is horrible and even her 1 yr old didn't want to eat it. 

 

so what to do to make sure she doesn't bad mouth us through town. Working on a respectful reply. Do I offer her some free cupcakes or something?

 

Have ya'll had bad reviews? What do you do?

post #2 of 28

(edited to say that I misunderstood and this was a private complaint the op received not an online review but i didn't know that when i wrote the following)

 

that really pisses me off

 

yeah, let's all go by the one year old's recommendation--ridiculous

 

i think i'd start a new trend--at least it would be fun to kick it around the idea to let off steam

 

a bad baby cake

 

and have it look a little wonky on purpose and have a pouty face kid on it spitting out generic cheerios

(similar to that capital one commercial with that commedian & the little kid that doesn't want 50% cash back)

 

phffft

 

those review things suck

 

use it to your advantage

 

but seriously--make one and send it to a radio station

 

the bad baby review cake

 

 

 

maybe


Edited by -K8memphis - 1/3/13 at 2:40pm
my cookies are prettier than your cookies because this is the second time i substituted my opalescent sanding sugar when i ran out of sugar to make the batch ha!

 

Reply
my cookies are prettier than your cookies because this is the second time i substituted my opalescent sanding sugar when i ran out of sugar to make the batch ha!

 

Reply
post #3 of 28
A one-year old child isn't even sentient.

She's already been bad-mouthing you for TWO months, so that's a moot point. Has she said anything about compensation?
post #4 of 28
Thread Starter 

nope not at all. I know from others that she is a nice person and well known in the small community. My husband, who delivered the cake, could tell as soon as he arrived that she didn't like the cake because it didn't look exactly like the picture. He told me she looked like a "tired, 1st birthday party planning diva"  If it doesn't look like the Pinterest pictures these days, it aint right....kwim?  (I have a feeling she was caught off guard by her own color scheme....it was a minnie mouse cake but she wanted pink and white instead of red/white) so of COURSE it didn't look like the picture. 

 

At any rate, she said she had battled with her feelings and decided to write to us privately instead of publicly (on our facebook page). I can take some of what she said as a learning experience but also want to kill her with kindness and make sure I react appropriately.

 

 

and yeah - as far as the 1 yr old goes....my one year old wouldn't even TOUCH her smash cake so that to me is a ridiculous point :) 

post #5 of 28

(edited to say that I misunderstood and this was a private complaint the op received not an online review but i didn't know that when i wrote the following)

 

i don't know--it's such a subjective thing

 

i danced with glee when i saw a local place get on the tv news for failing their health inspection because last time we were there there was a r.o.a.c.h. on our table--waitress was horrified--all the owner could do was keep popping in the room to see if we were finished so she could turn the table--she never spoke to us until i approached her and asked nicely for her to stop staring at us and what about the unintended extra 'protein'--she figured out how to speak to us and apologize but only because i approached her--omg

 

the manager when interviewed on the tv--said 'it was an in general heads up for us" (that they failed)  with that attitude it's a wonder they're still in business

 

i could have nailed them in an online review

 

anyhow i hate to bad review online i just don't like to--i did it in person where it might help--obviously it didn't and they got busted

 

i think this mom of the one year old needs to grow up a bit no matter how nice she is what's she's done isn't nice

 

didn't like the icing and you gotta document that to the world forever  two months later really?

and not give the business a chance--childish

 

it's over kill--i'd forget it if it was me--you can't please everyone

 

it's a silly baseless complaint to me and i think i'd ignore it


Edited by -K8memphis - 1/3/13 at 2:40pm
my cookies are prettier than your cookies because this is the second time i substituted my opalescent sanding sugar when i ran out of sugar to make the batch ha!

 

Reply
my cookies are prettier than your cookies because this is the second time i substituted my opalescent sanding sugar when i ran out of sugar to make the batch ha!

 

Reply
post #6 of 28

oh wait--i think i misunderstood--

 

she sent you a private message and did not make an online review?

 

oh sorry did i misunderstand?

my cookies are prettier than your cookies because this is the second time i substituted my opalescent sanding sugar when i ran out of sugar to make the batch ha!

 

Reply
my cookies are prettier than your cookies because this is the second time i substituted my opalescent sanding sugar when i ran out of sugar to make the batch ha!

 

Reply
post #7 of 28

What sort of icing was it? If it was SMB or IMB it may not be what she expected. She may have been used to sickly sweet American buttercream. And if it was fondant...well hardly anyone eats fondant!!!

post #8 of 28
Thread Starter 

yeah she sent us a private message on facebook, so it was NOT public (for which I was grateful). Her cake was covered in fondant but also had the type of buttercream icing (that she asked for) between the layers of course. Anyway....it was really all about the fact that my design wasn't an exact replica of the picture she sent me and I clearly tell all of my clients that I will NOT exactly replicate someone else's work. If they want THAT cake, they can call THAT artist. I think she was really just talking about the taste of the cake to try to puff her chest a little. We've been told by WAY too many people that our cake and icing is delicious so I can't help her if she just doesn't like the taste. 

 

She didn't ask for a refund nor would I give her one since we designed, made and delivered a cake for her. She could've refused it right then when I walked in the door (and I would've walked right out with the cake) if she hated it that much. So too bad for her. I just don't want to be too over reactive when I write her back. 

post #9 of 28

whoops i just went off on that word 'review' so sorry

my cookies are prettier than your cookies because this is the second time i substituted my opalescent sanding sugar when i ran out of sugar to make the batch ha!

 

Reply
my cookies are prettier than your cookies because this is the second time i substituted my opalescent sanding sugar when i ran out of sugar to make the batch ha!

 

Reply
post #10 of 28
If I were you I would start with the standard thanks and apology, then invite her to your shop to talk to her personally and try some free cupcakes (made with the same recipe) so you can track down what the issue is with the taste.

Try to follow up with her as soon as you can. When I have a negative experience with a vendor I will contact them directly, and if I don't hear from them within a week I will post a negative review on Yelp.
post #11 of 28

Personally, I wouldn't even respond. Or the total extent of a response would be "thank you for letting us know." After two months, and the reaction that your husband got when he delivered the cake, it's way too late to do anything about it. Seriously...

post #12 of 28
Quote:
Originally Posted by costumeczar View Post

Personally, I wouldn't even respond. Or the total extent of a response would be "thank you for letting us know." After two months, and the reaction that your husband got when he delivered the cake, it's way too late to do anything about it. Seriously...

 

this.  tell her you'll take her comments into consideration and that you consistently hope to respond and develop based on your customers feedback blah, blah, blah... 

post #13 of 28

Agree with costume czar .    One person out of 120 didn't like your cake. If the rest liked your cake, that means more than 99% like your cake. Big deal, forget about it.
 

post #14 of 28

This woman sounds like she would complain about anything and everything.  I would not take it personal. If every one else loves your cakes and icing it sounds like this woman is just complaining for no reason!!

post #15 of 28

it sounds like she's got the baby blues to me

 

i mean no one cares if the one year old disliked her icing on that day but 60 days prior?

 

are you kidding

 

if we wrote letters for everything a toddler didn't like...no one would get potty trained

'cause everybody's writing letters

 

she's depressed--hope she feels better soon.

my cookies are prettier than your cookies because this is the second time i substituted my opalescent sanding sugar when i ran out of sugar to make the batch ha!

 

Reply
my cookies are prettier than your cookies because this is the second time i substituted my opalescent sanding sugar when i ran out of sugar to make the batch ha!

 

Reply
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