I had an order for Monday (today) that I was not able to complete due to a family emergency. It is the first cake order I have had to cancel and I feel horrible about it.
I tried to get on Cc last night to ask opinions on what to tell the customer, I didn’t want "family emergency" to sound like an excuse, but the site was down.
My mother was admitted to the hospital after being in the e.r all day and I stayed with her, and I was unsure if I should go into detail on why I couldn’t do the cake.
I went ahead and told the customer I was unable to make the cake due to the family emergency but now I don't know what to do.
Should I offer them a discount on a future order, assuming they ever order from me again?
I'm worried this will give me a bad name, not being able to complete an order. But when it came down to cake and my mother I chose my mother. So what do I do to make it up to the customer?
I contacted them last night at about 8pm, when I came home to gather clothes for the hospital, I was hoping that gave them enough time to find another cake for tonight.
I just really feel like I let them down, between my mom and this cake order I am a wreak. I don't want to be the cake lady you can't count on. But like I said this is the first time I have ever missed an order and hopefully the last.
What can I do too make it right?
Sorry this turned out so long, I'm just sick to my stomach not being able to do this cake.
jmt1714 Forum SuperStar!
Joined: May 12, 2006
Posts: 2297
Posted:
Mon May 19, 2008 6:54 am
you have to choose mom of course, but I think you also might want to find another person who can potentially act as a back up in an emergency. the person who orders a cake needs it on the day they need it, so a free cake after the fact isn't necessarily helpful.
indydebi Forum SuperStar!
Joined: Jul 07, 2006
Posts: 13626
Location: Indianapolis IN
Posted:
Mon May 19, 2008 10:35 am
I have relationships with a few decorators and caterers that I can refer business to when I have overflow and in emergencies. Your customers will think you are an incredible person when you can give them the name of "a competitor" ( ) who can help them out. I will sometimes even call my caterer friend first, to see if she's available on that date, then tell my customer, "Call xxxxx .... she is expecting your call."
I thought about that but the order was for a 3-D replica of the Lilly Belle Train at Disney World (or land I confuse the two) and I knew there was no one who would be able to do it with just a few hours notice. And on top of that I had given her a huge discount .
I just feel bad about sticking them with no cake.
If I had more notice I could have arranged something, but I was actually in the middle of making the batter for the cake when my mom called saying she was going to the hospital so I dropped what I was doing and left.
I did'nt even clean up after myself, an employee of the kitchen I rent said she would clean up my mess and for me to just go.
I guess I need to find someone who would be willing to take on an order like that in case something ever comes up again. I already need to start planning for when the baby comes in Sept.
fmcmulle Forum Addict
Joined: Aug 09, 2006
Posts: 797
Location: Ocoee, FLorida
Birthday: Jun 15
Posted:
Tue May 20, 2008 7:54 am
I agree you have to choose your mother first. I also have referred people to other decorators when I had something planned or if I really couldn't do the cake. Maybe there is someone on CC that is in your area that could help help you out. I hope your mom is ok.
Faye
GI Forum Addict
Joined: Oct 02, 2006
Posts: 674
Posted:
Tue May 20, 2008 8:24 am
I probably would have told my customer my mother was in the Emergency room, being admitted to the hospital. And you don't need to tell your customer anymore than that. Customer's will usually be a little more forgiving when you tell them a little bit. (I had something similar happen to me at work, only it was a brother, and my customer's were more understanding.)
You cannot post new topics in this forum You cannot reply to topics in this forum You cannot edit your posts in this forum You cannot delete your posts in this forum You cannot vote in polls in this forum You cannot attach files in this forum You can download files in this forum
) who can help them out. I will sometimes even call my caterer friend first, to see if she's available on that date, then tell my customer, "Call xxxxx .... she is expecting your call."
