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4 tier wedding cake went to a 2 :( - Page 3

post #31 of 56
I agree and I applaud you for that. I guess that way of thinking was unprofessional but what you actually did was professional. Offering a refund in this case before the client asks for one would also be the professional thing to do. Too often I've seen folks give less than their best because "whatever is going to happen will happen anyway." The cake is already messed up, why even try? Putting in that extra effort is what sets professional behavior apart from the unprofessional.
post #32 of 56
Quote:
Originally Posted by vgcea View Post

I agree and I applaud you for that. I guess that way of thinking was unprofessional but what you actually did was professional. Offering a refund in this case before the client asks for one would also be the professional thing to do. Too often I've seen folks give less than their best because "whatever is going to happen will happen anyway." The cake is already messed up, why even try? Putting in that extra effort is what sets professional behavior apart from the unprofessional.

I cannot agree with that more.

"Creativity is allowing yourself to make mistakes. Art is knowing which ones to keep."

 

Scott Adams

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"Creativity is allowing yourself to make mistakes. Art is knowing which ones to keep."

 

Scott Adams

Reply
post #33 of 56

In what universe would choosing to "just leave it" have ever been acceptable??????????????????????????????

 

Surely the thought of doing that NEVER even crossed your mind..........

 

The implication here is that IF a 100% refund is in order, then you shouldn't have even bothered to try to fix it at all.  I'm wrong about that, aren't I???????????

 

Refund their money and give them a heartfelt apology.  Don't wait for them to ask or to set an amount--that would be adding insult to injury.

post #34 of 56

Dear Poor Bride~

First off I want to say how incredibly sorry I am that I wasn't able to deliver the cake I promised. I can only imagine how upsetting it was to not see the cake you expected to see on your day. I hope that the rest of your day was perfect, even if my part wasn't even close. 

 

I have already sent your refund check in the mail- 100%. I have also enclosed a coupon for an 8" round cake of your choice. I know you may not wish to use it, but I want to be able to make up for the accident in the best way I can. 

 

Sincerely~

Professional baker who saved part of the cake but really should have used sps.....

life is short, get a cakesafe.
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life is short, get a cakesafe.
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post #35 of 56
Thread Starter 

I have already offered the refund the day of the wedding to the mother (who paid for it) when she arrived at the horrifying scene! I didn't stop apologizing and will do so again. I have told them to give me a call when the wedding is over and settled down! I am waiting for their call. I did everything in my power that I could. I just thought coming on here someone would pick my spirits up instead of making me feel worse. Thanks for all your time, happy baking to you all!

post #36 of 56
Thread Starter 
Quote:
Originally Posted by jenmat View Post
 

Dear Poor Bride~

First off I want to say how incredibly sorry I am that I wasn't able to deliver the cake I promised. I can only imagine how upsetting it was to not see the cake you expected to see on your day. I hope that the rest of your day was perfect, even if my part wasn't even close.

 

I have already sent your refund check in the mail- 100%. I have also enclosed a coupon for an 8" round cake of your choice. I know you may not wish to use it, but I want to be able to make up for the accident in the best way I can.

 

Sincerely~

Professional baker who saved part of the cake but really should have used sps.....

 

That is very well writen! Thank you and I may use it ;)

post #37 of 56
I don't think anyone is trying to be hurtful. It is terribly embarrassing and disappointing to you, your reputation as a business and, most importantly, the customer when something like this happens. I am very sorry this happened.

Sps is definitely worth the price to have some piece of mind, whatever support system you use should be factored into your pricing structure for each cake. I charge a rental fee for stands (and if I had an expensive system like cake stackers I would charge for that as well).

Many of the people posting in this forum are successfully running business' so what may seem harsh to you is just sound advice from professionals that I would encourage you to listen to. They will help you learn and grow as a professional. Sometimes you have to step back (as difficult as it may be to seperate yourself from your hard work-much of it is art) and look at these things from another's perspective.

We are in customer service industry.

You fixed what you could, you apologized, and offered a refund. However, the longer you wait to resolve the entire problem (refund and aftermath) the worse it will be. Honestly, I would be grateful the bride or her family didn't throw a huge fit. I don't mean that with any disrespect, just from a customers point of view. I would take the initiative to resolve the problem ASAP. The idea of sending them a check with a note with and coupon is excellent. As someone stated they will remember you going above and beyond to make things right.

Learn from this and move forward, you'll be fine.
post #38 of 56
Was someone rude, I'm missing something? Glad to hear of the full refund, sorry for the accident.
"I can do that, because this is my sandbox and I've got the bullsh*% shovel." ~Dianne Sylvan, Author and Lunatic
Birthday Cakes
(2 photos)
Birthday Cakes
(2 photos)
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"I can do that, because this is my sandbox and I've got the bullsh*% shovel." ~Dianne Sylvan, Author and Lunatic
Birthday Cakes
(2 photos)
Birthday Cakes
(2 photos)
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post #39 of 56

I was rude...as usual

post #40 of 56
Quote:
Originally Posted by AZCouture View Post

Was someone rude, I'm missing something? Glad to hear of the full refund, sorry for the accident.

 

I think the OP mostly wanted sympathy (which is fine, not knocking the need for commiseration!) but instead got advice on the answer to the question at the end of her original post. I don't think she thought we'd focus on the business end as much without recognizing both the stress it was on her and the effort she made to make it as right as she could at the time.

 
OP, You did a great save. It wasn't what the bride wanted, but you held it together long enough to give them something to display. I can only imagine how absolutely beyond stressed you must have been. Next time I'm sure you'll follow your gut instinct, but I also hope you invest in some type of support system that will eliminate this nightmare ever happening again. That's why we are the experts and the bride is not. We know how to make a cake stay together. And if that costs more to do, then so be it. 
life is short, get a cakesafe.
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life is short, get a cakesafe.
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post #41 of 56
Random thought: In EVERY thread where a cake fell, I keep seeing "get SPS." Does this mean nobody has ever had a cake boo-boo with SPS? It's that fail-proof?
post #42 of 56
Quote:
Originally Posted by vgcea View Post

Random thought: In EVERY thread where a cake fell, I keep seeing "get SPS." Does this mean nobody has ever had a cake boo-boo with SPS? It's that fail-proof?

I remember reading one a few months ago, but I think it was someone that couldn't get the pillars off the plates, and the caterer ended up ruining half the cake, either because they ripped through it with the pillars, or they just tried to cut around the support system.
Sounded more like caterer error, than sps error, though.

post #43 of 56
I can say that I've never had a problem using SPS.
Answers to the most often asked questions re: SPS. SPS instructions are on Page 15 of the Sticky at the top of the Cake Decorating Forum. Supplies can be ordered from Oasis Supply, Global or BakeryCrafts.
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Answers to the most often asked questions re: SPS. SPS instructions are on Page 15 of the Sticky at the top of the Cake Decorating Forum. Supplies can be ordered from Oasis Supply, Global or BakeryCrafts.
Reply
post #44 of 56
Quote:
Originally Posted by leah_s View Post

I can say that I've never had a problem using SPS.

 

do you get the system back.... like a cake stand.. is there a deposit on it... does it go in the trash after and is just additional expense for the cake...?

 

I use poly-dowels, cake boards and one wooden down the center.... what do I gain from switching?

"Creativity is allowing yourself to make mistakes. Art is knowing which ones to keep."

 

Scott Adams

Reply

"Creativity is allowing yourself to make mistakes. Art is knowing which ones to keep."

 

Scott Adams

Reply
post #45 of 56
Quote:
Originally Posted by Cakespirations View Post

do you get the system back.... like a cake stand.. is there a deposit on it... does it go in the trash after and is just additional expense for the cake...?

I use poly-dowels, cake boards and one wooden down the center.... what do I gain from switching?
No, you don't get it back, you work it into the cost. If you're fine with your system as is, then there's no reason to switch, honestly. I used it a few times when I was starting out, but I'm pretty confident with my bubble straws, and know exactly how to handle them, and transportation is a breeze in my particular area. I definitely suggest SPS to beginners and those with crappy delivery routes, or have customers that pick up their own cakes, or if someone just wants some extra peace of mind.

There's no central dowel involved with this setup, as the plates have little nubs that grip the cake board above it, and everything jusr locks into place. Very sturdy.
"I can do that, because this is my sandbox and I've got the bullsh*% shovel." ~Dianne Sylvan, Author and Lunatic
Birthday Cakes
(2 photos)
Birthday Cakes
(2 photos)
Reply
"I can do that, because this is my sandbox and I've got the bullsh*% shovel." ~Dianne Sylvan, Author and Lunatic
Birthday Cakes
(2 photos)
Birthday Cakes
(2 photos)
Reply
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