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first client complaining - Page 2

post #16 of 45
Quote:
Originally Posted by cakegrandma View Post
 

Don't refund anything to her.  If she truly had complaints she would have called you the next day, not wait a week to tell you about all the things that were wrong. It may be that she went way over budget and the cake is the easiest way to get money back.  Glad you have a photo of the cake to prove you did all that was asked for. 

In the future, if you didn't do so with this cake, I would have a sheet that lists everything the client is wanting on the cake or amounts of items such as cupcakes and designs.  This would insure the client gets what was ordered and save you from any future complaints, if any.

 ;-D

Sounds like great advice. I think the fact that she received a large discount on the macarons should have been noted on it, too.

post #17 of 45
Thread Starter 
Thank you so much for your words it means a lot icon_smile.gif you guys are the best icon_smile.gif
Caro
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Caro
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post #18 of 45
This is going to sound really mean to many of you, but here's some expert advice. I've never had anything close to this happen in the 6 years I've supported myself making cakes. Knock on wood. Yet I see these kinds of posts here all the time. To me that hints that the customer pool is "bad". And the way you get this kind of customer is to undercharge. This person was given 100 cookies half price? How did that come about? Also something I've never done.

I'm not saying this couldn't happen to me because I do everything right. Just that it's much, much more likely if you aren't charging enough.
post #19 of 45
Quote:
Originally Posted by howsweet View Post

This is going to sound really mean to many of you, but here's some expert advice. I've never had anything close to this happen in the 6 years I've supported myself making cakes. Knock on wood. Yet I see these kinds of posts here all the time. To me that hints that the customer pool is "bad". And the way you get this kind of customer is to undercharge. This person was given 100 cookies half price? How did that come about? Also something I've never done.

I'm not saying this couldn't happen to me because I do everything right. Just that it's much, much more likely if you aren't charging enough.

Yep. Never had it happen either. I've had a complaint or two, but either I've deserved it or there was a miscommunication that was easily fixed. 

I have BIG cheapo-radar though and I don't undercharge for my area. 

life is short, get a cakesafe.
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life is short, get a cakesafe.
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post #20 of 45
So true, the class of customer that understands and appreciates that they are paying for a truly luxury product does not pull stunts like this.
elsewhere.
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elsewhere.
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post #21 of 45
Thread Starter 
Thank you and your right I've told myself that from now on that if they can't afford my price I'm not going to deal with that client glad I was able to download the cake price matrix you guys are amazing
Caro
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Caro
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post #22 of 45
Quote:
Originally Posted by babcaro View Post

Thank you and your right I've told myself that from now on that if they can't afford my price I'm not going to deal with that client glad I was able to download the cake price matrix you guys are amazing

 



I'm so sorry this happened to you babcaro, but as everyone else has pointed out, you did good in not refunding!!

You mention a price matrix, is that here in the forum? - Thanks! - Nevermind, FOUND IT!! icon_biggrin.gif lol
Edited by MyFairDiva - 1/2/14 at 3:48am
"Everyday is someone's birthday"
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"Everyday is someone's birthday"
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post #23 of 45

One of my customers did a royal iced wedding cake - which was duly delivered and accepted.  Then after the honeymoon the whole family pitched up complaining that the icing was hard and could not be cut.  The top tier was duly taken into the kitchen there and then - and easily cut with a pretty blunt knife.  My customer offered a small refund to cater for their disappointment (but was seething inside)  She heard nothing.   TWO YEARS later - she gets an email asking for the refund.  Can you believe it?  Some people are just extraordinary (and that is the polite word).  I think getting them to accept delivery of a contract, and get them to sign to say that the visual, wording and colours are fine.    So you will always get a couple of immoral customers, but the lesson is to NOT let their values, affect your day.  You are in the right, if you feel you have done everything possible to get the contract exactly as was ordered.   Normally an argument will start, because the order is not as they expected, and if you can minimise this risk by having an order outlining their expectations, get them to sign it, and then produce your goods exactly to the order, then no argument can be started.  You have approval by signature.   Hope that helps.  Kx

post #24 of 45
Thread Starter 
Ok glad you found it icon_smile.gif
Caro
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Caro
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post #25 of 45
Thread Starter 
Wow can't believe after 2 years some people are horrible I'm very thankful to have you ladies give me some great advise because I was really depressed I am not going to lie it is still in the back of my mind bothering me but I realize that I just need to deal with clients who can afford to pay
Caro
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Caro
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post #26 of 45

exactly what I was gonna say! There are many people out there that have no problem doing this as a tactic, to get things cheaper or for free. I have seen it many times don't fall for it, and stick to your guns. Its hard and nerve wracking for you, but its usually not you, stand by your product and hard work, and don't take them again as customers. Macarons = HARD to perfect, don't give them away! Chin up!!

post #27 of 45
Thread Starter 

thank you reneefig =)

Caro
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Caro
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post #28 of 45

I once had a group of customers at a delivery standing in front of me and speaking in a different language (that I did speak but they didn't know that I understood them) talking about how much they could get for a refund if they complained. I stood there with the contract while they tried to tell me everything about it was wrong, even though it was right there on the contract. After they talked about how to get money back and kept saying "she won't take the cake back" in the other language for a while I got tired of listening to them and I took out my checkbook, wrote them a check for the refund, took the cake and drove right to the Ronald McDonald house to donate it. They were surprised that I actually took the cake back, but I hope they enjoyed their supermarket sheet cakes that they kept telling me would have been better than the four-tiered cake that I'd made for their event.

 

The only thing I wish I had done differently would have been to tell them goodbye in their language when I drove away with the cake.

post #29 of 45
Thread Starter 
My goodness some people have no respect cake we do are nothing like walmart cakes we take hours to make sorry that happened to you
Caro
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Caro
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post #30 of 45

I love it - that you took the cake back.   I would have loved to see the expressions on their faces too.   Some people are so cheap aren't they.   So I guess the solution is that we must all aim for a better type of customer - hopefully who are both truthful and honest too.  Kx 

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