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First complaint EVER! How do I handle this? - Page 2

post #16 of 29
Quote:
Originally Posted by BrandisBaked View Post

I would never tell an unhappy customer "too bad". Either I would offer a discount suitable to the circumstances, or a discount on a future order.

Agreed...based on the circumstances outlined in this thread this customer has shown that she is either less than honest or has confused OP's product with someone else. Combined with the attempted price negotiation this works out to a 0% discount in my book, although an apology that she did not enjoy the cupcakes at the time OP cancels the upcoming cake would be in order.

If the customer has simply said that the cupcakes were not up to the quality she expected based on the previous order and the order amount was relatively small I probably would have offered a full refund.
post #17 of 29
Quote:
Originally Posted by jason_kraft View Post

this works out to a 0% discount in my book.

Since you aren't actually in business, I could see why it's easy to hand out such advice. For those of us who actually make our living pleasing customers and building customer relationships, sometimes it's best to compensate and give a little even when you are not at fault - just for the sake of good will.
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post #18 of 29
Quote:
Originally Posted by BrandisBaked View Post

For those of us who actually make our living pleasing customers and building customer relationships, sometimes it's best to compensate and give a little even when you are not at fault - just for the sake of good will.

Again I agree, as I mentioned above if the circumstances were different I would not hesitate to grant a full refund, and I have done so myself on one occasion when a customer complained in a manner where I saw value in maintaining the relationship with that customer (even though we were probably not at fault).

I've never had a customer who was openly dishonest, but I have had a few potential customers who did not tell the whole truth when attempting to negotiate lower prices. When it came time for these potential customers to place an order, I made sure to politely inform them that we were no longer available for the requested dates.

This is just my opinion based on my own business experience, there's nothing wrong with disagreeing but I would kindly request that you keep the discussion civil and avoid ad hominem attacks.
Edited by jason_kraft - 9/15/13 at 3:36pm
post #19 of 29
Quote:
Originally Posted by jason_kraft View Post

This is just my opinion based on my own business experience, there's nothing wrong with disagreeing but I would kindly request that you keep the discussion civil and avoid ad hominem attacks.

Attack? Where?
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post #20 of 29
The implication that my advice is less valuable than others because I sold my business. If you disagree with someone's position on an issue, address the position instead of the person.

http://en.wikipedia.org/wiki/Ad_hominem

Your comment has further unfortunate implications for everyone else who participates in CC without necessarily operating an active baking business.
Edited by jason_kraft - 9/15/13 at 3:49pm
post #21 of 29
It's not an attack simply because you don't like it pointed out that you aren't in fact in business. I think it's relevant to my response that people who are IN BUSINESS and want to STAY IN BUSINESS would have a different response to a customer complaint.
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post #22 of 29
This is getting way OT so I have continued the discussion via PMs. My apologies to the OP of this thread for not doing so sooner.
post #23 of 29

Your stuff looks yummy!!  I'm going to split my response on this one.  I think, if it were me, I would call her and tell her you would like to discuss the upcoming order.  Tell her your misgivings about doing another cake for her after her comments about the cupcakes.  Give her the opportunity to back out with a refund and let it be her decision.  It is short notice to cancel on her but, if she's not going to be happy, then she should be given an opportunity to make that decision rather than force you to make it for her.  She may end up recanting her comments and begging you to make the cake.  Or, she may say that she agrees that she should go elsewhere.  I think that is a more professional approach than canceling on her over her comments.  Maybe they were not what she envisioned.  Maybe someone else made a negative comment and made her think bad thoughts.  You never know what happens with people.  It can never hurt to give her an out and make her recommit to the order.  Then, if she comes back with more negativity, you can stand your ground that you gave her the opportunity to cancel the order and she refused.

post #24 of 29

It's possible to still stay in business and avoid difficult customers.  Reputuation is everything, but so is not being taken advantage of.

post #25 of 29
If you do decide to continue with the next order please insist on getting all the details in writing before proceeding!!!
post #26 of 29
Thread Starter 
Quote:
Originally Posted by jason_kraft View Post

Agreed...based on the circumstances outlined in this thread this customer has shown that she is either less than honest or has confused OP's product with someone else. Combined with the attempted price negotiation this works out to a 0% discount in my book, although an apology that she did not enjoy the cupcakes at the time OP cancels the upcoming cake would be in order.

If the customer has simply said that the cupcakes were not up to the quality she expected based on the previous order and the order amount was relatively small I probably would have offered a full refund.

That is exactly how I decided to respond. After mulling through all of these responses today, I have taken advice from each one. Sorry it turned into a heated discussion with some people. Hee hee!!

I am calling her tomorrow to ask her to verify she still wants me to make the cake for her son's birthday. I will mention that since she was so unhappy about my cupcakes, I don't want her to be unhappy again and I'm sorry thy weren't up to her expectations, but they were the exact thing she ordered with the same ingredients as the cupcakes she ate at the bridal shower 2 weeks prior. I will give her the option of letting me make it or backing out.

I saved her in my phone as "Phyllis Crazy Cake Ordering Lady" so if she ever does call again, I won't have the time to fit her into my busy schedule. icon_smile.gif
Jeremiah 33:3 "Call to Me, and I will answer you, and show you great and mighty things, which you do not know."
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Jeremiah 33:3 "Call to Me, and I will answer you, and show you great and mighty things, which you do not know."
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post #27 of 29

I would make the cake but email her a confirmation.  Tell her you want it in writing so there is no misunderstanding.  Make sure all the messages, and designs are set out as well as the price.  Also, make it clear if she'd like to make additions there will be additional charges.  If you do drawing of your cakes, cupcakes for approval - make sure to next time scan and email and ask for email approval.  I agree with you mom though ... keep the order and finish what you started.  This woman won't order from you again.  You're right, she probably wanted something for nothing.  But I have to agree with one of the others that responded.  One complaint in 8 years?  That's fantastic and you should be proud!  Remember, this woman raved about your cupcakes originally too!  Good luck!

post #28 of 29
Thread Starter 
Quote:
Originally Posted by GigisFreshBaked View Post
 

I would make the cake but email her a confirmation.  Tell her you want it in writing so there is no misunderstanding.  Make sure all the messages, and designs are set out as well as the price.  Also, make it clear if she'd like to make additions there will be additional charges.  If you do drawing of your cakes, cupcakes for approval - make sure to next time scan and email and ask for email approval.  I agree with you mom though ... keep the order and finish what you started.  This woman won't order from you again.  You're right, she probably wanted something for nothing.  But I have to agree with one of the others that responded.  One complaint in 8 years?  That's fantastic and you should be proud!  Remember, this woman raved about your cupcakes originally too!  Good luck!

 

Thanks for the tips and thank you for your great reply! I clicked on your website link too. Your cookies are AMAZING! Absolutely beautiful!

Jeremiah 33:3 "Call to Me, and I will answer you, and show you great and mighty things, which you do not know."
Reply
Jeremiah 33:3 "Call to Me, and I will answer you, and show you great and mighty things, which you do not know."
Reply
post #29 of 29
Quote:
Originally Posted by mfeagan View Post
 

 

Thanks for the tips and thank you for your great reply! I clicked on your website link too. Your cookies are AMAZING! Absolutely beautiful!

 

Thank you :)

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