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first complaint.. I would not give any refound! - Page 2

post #16 of 18
Quote:
Originally Posted by BrandisBaked View Post



I hope this prompts the owner to start posting notices about the new ownership and new recipes.

Yeah, don't they have any signs up with "under new management" or any other notices like that?

 

If this lady was a long-standing customer, though, give her a refund and making a note that when she orders cakes she'd prefer to have the thinner layers isn't a big deal. Just knowing that she's going to be a special order customer will let you do the cake the way she wants them in the future. Charge her extra if you need to, but if you're going to do that then THE OWNER needs to talk to her and give her the option of having the three layers or paying more for six.

 

I have to add that you seem to post a lot, and it's usually about  second-guessing the owner's decisions. Are you just trying to learn how other people would handle situations that arise, or do you spend a lot of time arguing with the owner about this kind of stuff? I remember that you explained what your position was at the bakery before, but I don't remember if you're an assistant mananger or what. I'm just curious, because you said that you do take your job seriously and have been given a raise, so that's good.

post #17 of 18
Thread Starter 
Quote:
Originally Posted by costumeczar View Post
 

Yeah, don't they have any signs up with "under new management" or any other notices like that?

 

If this lady was a long-standing customer, though, give her a refund and making a note that when she orders cakes she'd prefer to have the thinner layers isn't a big deal. Just knowing that she's going to be a special order customer will let you do the cake the way she wants them in the future. Charge her extra if you need to, but if you're going to do that then THE OWNER needs to talk to her and give her the option of having the three layers or paying more for six.

 

I have to add that you seem to post a lot, and it's usually about  second-guessing the owner's decisions. Are you just trying to learn how other people would handle situations that arise, or do you spend a lot of time arguing with the owner about this kind of stuff? I remember that you explained what your position was at the bakery before, but I don't remember if you're an assistant mananger or what. I'm just curious, because you said that you do take your job seriously and have been given a raise, so that's good.

I don't know if there was a "under new management" sign when they bought the business 6 months ago, I got hired just 2months ago!

 

The point is, only the black forest needed to have  thinner layers? what about the other 2 cakes? there were fine.. that's why it sounded odd to me! Anyways, I refuse to make differences with new or old customers, the method should be the same for everybody! that's why I say, every time to each customer, that our cakes have 3 layers of cake and 2 of filling, and they are 4inches tall. I think giving the option of having thinner layers for more money makes sense and it's reasonable.

 

LOL nope I don't argue at all with anyone, just explain my point of view! I would do it like that or like this.. we really work together as a team, sharing advices and experiences. But I don't have much experience about refound and co., never happened to me.. anyways I like to have different opinions, especially from here!

I got hired as pastry chef and also I talk to customers and price the cakes

post #18 of 18
Quote:
Originally Posted by TheItalianBaker View Post
 

The point is, only the black forest needed to have  thinner layers?

 

That's why I say, every time to each customer, that our cakes have 3 layers of cake and 2 of filling, and they are 4inches tall.

 

 

 

There is no hard and fast rule - but if that is how the old baker did it, that is what your customers will expect.

 

And even though you tell them how many layers they are getting, I doubt many are really paying attention, until they actually cut the cake. :)

 

Good luck!

 

Liz

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