What is it recently with clients who email to ask a question, then don't respond with the information that you need to answer it? I've had two or three people this past week alone write with a vague question, to which I respond that I need this, that and that detail before I can answer it. They respond with one of the three pieces, so I have to write back and ask again for the other details. They then respond with the second of the three pieces, and I have to write back again. For pete's sake, what are they thinking? You'd think they'd give me the information I ask for since they're the one who wants the answer!
Auryn Forum Addict
Joined: Jun 08, 2007
Posts: 624
Location: south FL
Posted:
Thu Nov 13, 2008 11:04 am
I wish I could tell you
I am in the boating industry and it happens to us all the time too.
People don't read.
CakeGrlPA Frequent Member
Joined: Nov 04, 2007
Posts: 338
Birthday: Nov 28
Posted:
Thu Nov 13, 2008 11:26 am
In my day job (I'm a engineer) I deal with customers from all over South America.
My customers are not individuals but companies and I mostly deal with their engineers and business owners that are highly educated and I have the same problem.
The type of work I do require clear instructions and specifications and one single millimeter or misunderstanding can ruin a several thousand dollar job.
I've come to a point that I email my customers :
“In order to proceed and give you a correct answer I need you to answer ALL of the following questions”, and I number them 1), 2), 3), etc.
and believe it or not they start rambling and don’t answer my precise questions…to which I just copy and paste the saaaaaame questions until the finally answer them…
Hehehe…I can be a pain in the butt some times…but in my type of job making a mistake or assuming this or that is not an option.
It’s not only with cake civilians, most people nowadays don’t read and don’t know how to follow directions.
Yeah..i agree with Auryn...i think that they don't read and if they do its only what they want to read. My hubby said why don't u just ask them one question at a time instead of in the one email...seriously, who has time to do stuff like that?!
dkelly27 Forum Addict
Joined: Aug 16, 2008
Posts: 590
Birthday: Nov 16
Posted:
Thu Nov 13, 2008 2:29 pm
That's the one pet peeve I have about e-mail orders. Why can't people go back to the "old fashioned" phone call, it's a lot quicker and less problematic. You ask a question, they answer, etc..... Now I'm starting to sound like my parents.............
karateka Forum SuperStar!
Joined: May 16, 2006
Posts: 2072
Location: West Chester, OH
Birthday: Dec 03 Gallery Supporter Member
Posted:
Thu Nov 20, 2008 6:10 am
I'm having the same issue with a bride right now. She comes in and wants one thing. Then I don't hear from her and assume she hired someone else.
Next she emails, asking a question about pricing with an entirely new configuration. Finally she says, yes, we want you....did you mail the contract yet?
I'm thinking WTF???
I've asked you in all of your emails what configuraion you want: square, round, 4 tier, 3 tier, what flavors you decided on, what flavor in what tier, any fillings, do you want fondant or buttercream and have gotten NO concrete answers! But I'm supposed to have mailed a contract??? And describe the cake how, exactly??
Um....it will be a wedding cake, unknown flavor, unknown icing, between 190 and 250 servings, either square or round, and it will be delivered on so and so date at x time!
Yeah, that should cover it.
She finally specified flavors and fillings and in what order, but failed to be specific on the fondant issue.
I sometimes number stuff when I need specific answers to avoid this very issue.
In order to do your cake I need to know:
1. date of reception
2. # of servings
3. blah blah
4. blah!
I think seeing the numbers helps.
Kay_NL Frequent Member
Joined: Feb 13, 2008
Posts: 230
Location: Newfoundland, Canada
Posted:
Thu Nov 20, 2008 6:27 am
I'm working on a new website that will have a form to submit cake inquiries, rather than direct email. On the form the fields are all mandatory so I'm hoping this cuts down on the problem!! There is one particular customer I have who still hasn't told me what flavor she wants after 5-6 emails back and forth where she answers all the questions except that one...
I don't handle a lot of phone calls because it is my side job and I don't answer my cell phone for non-emergency calls during my regular work day! I certainly don't mind handling phone calls, but I often have to call back because I need to look at my spreadsheet for pricing and availability, etc.
mommicakes Forum Fanatic
Joined: Feb 07, 2007
Posts: 1059
Location: either on the computer or in the kitchen
Birthday: Jun 08 Gallery Supporter Member
Posted:
Thu Nov 20, 2008 12:54 pm
People have NO clue. I really get perturbed at the ones that call on Tuesday and need a cake for Wednesday afternoon. UH NOOOOO!!!!
Can't stand it. Lead times are discussed at length during consults and if I don't hear back within 1 week afterwards, I will send 1 inquiry to them, after that, not chasing.
cakesdivine Frequent Member
Joined: Nov 11, 2008
Posts: 226
Location: Canyon Lake
Birthday: Mar 14
Posted:
Sat Nov 22, 2008 1:10 pm
Had this happen to me today, well sort of...Bride sees my ad on Craigslist, emails me and tells me she will only pay $200 for a wedding cake that will feed 100.
Here is my response to her:
"Dear Kimberly,
I hate to say this, but you will more than likely have to go to Walmart, Sam's, or Costco, or a non-licensed baker for your cake (very risky). Most legitimate bakeries that do custom cakes and wedding cakes have prices that begin at $3.00 per serving for a cake serving 100, and that is a basic butter cream cake with border and a few buttercream flowers. If you want something fancier or you want fondant the prices begin at $6 per serving for 100 servings. The grocery stores do not use fondant, and your cake gets no more concern than little Susie's birthday cake, or the other 75 to 85 cake orders they have for that day. Just to warn, you get what you pay for.
A wedding cake worth anything in taste and looks takes over 8 man hours to make from start to finish. Most professional cake designers make $20 to $25 per hour for their labor so just with that alone, not taking into consideration costs of ingredients, pillars, cake boards, boxes, support equipment, and any other decorating items disposable or otherwise you are at $200. Add in the cost of all the other things listed above and the bakery has lost money on that $200 cake.
I would hate to see your wedding day ruined by a cake made by an inexperienced, unlicensed decorator who doesn't know how to properly build a wedding cake, or a grocery store decorator who is rushing to meet her many cake deadlines she has at the store so the job looks sloppy. I have 24 years of decorating experience. I have worked in grocery stores so I know what I am talking about there, private bakeries, and have had my own cake shop since 2000.
I think you will find a baker or two on Craigslist that will do the cake for the price you want, but they more than likely are doing them out of their homes which in the State of Texas is illegal. Those of us legitimate bakers who have insurance & a licensed kitchen (other items factored into the cost of a cake) are a much safer bet to invest your wedding dollars.
There are somethings you should never skimp on...a wedding cake is one.
I hate when you answer all their questions and they never write back. (I usually don't have that many questions, as most of my orders are placed thorugh an online order form) So you figure ok, they don't want the order. Then a week before the date they wanted thier cake, they write back. I usually am booked at that point. I get too many emails (over 100 a day during busy season) to keep track of people who haven't written back! I agree, use the phone to place your order!
I sometimes number stuff when I need specific answers to avoid this very issue.
In order to do your cake I need to know:
1. date of reception
2. # of servings
3. blah blah
4. blah!
I think seeing the numbers helps.
YES!! you HAVE to number them...it's like when people only go to respond...they only think of the first thing you mention. IF you have them in numbered order then they know there are multiple things to respond to. people just don't go back to read...they read it the first time...they just don't answer thoroughly. its a psychological thing
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Now I'm starting to sound like my parents.............
