First Unhappy Customer - Need Advice - Picture Included!

Business By tasteebakes Updated 6 Jun 2008 , 12:11am by peacockplace

janicecold Posted 4 Jun 2008 , 4:47pm
post #91 of 114

MaisieBake, the OP didn't say she did not like the price she got for the cake, alot of us thought that OP was giving away the cake for that price she charged. The OP never compained about it one bit.

I am not sure why you are ?? what I had said. I am not the only one that replied saying that she got that cake for a real bargain!

ladyonzlake Posted 4 Jun 2008 , 5:37pm
post #92 of 114

Thank you Janicecold. That's all I was saying too. That cake was a GREAT DEAL that the customer got.

darcat Posted 4 Jun 2008 , 9:04pm
post #93 of 114

Basically stole the cake? Cheap, whinner? Jeeze if you want to sell yr cake cheap then it's not the customer who is stealing the cake it's you giving it away. Cheap? well how is she supposed to know how much the cake is worth. Whinner? again how is she supposed to know there are different sizes for different occasions. Try thinking like someone who knows nothing about this business. Of course she shudnt get a full refund but a dicsount is in order I believe. And of course she took the cake what else was she supposed to serve? Not like it's a frozen cake from the grocery store and she can just go change it for a bigger one, especially on the day of the party. I still also believe that at a birthday party 99 pct of people look forward to the cake and there is usally a small lunch served so everyone has room for cake. And with all different nationalities and ways of doing a wedding as well as food that is served I'd like to know how the heck wilton came up with this chart. What if you're having a small reception and a cold buffet hmmm lots of room for large piece of cake, or if you are having a dessert buffet hmmm not much room for cake. So yes the customer shud order accordingly but that doesnt mean by the wilton chart since I dont see how they could predict how weddings/parties or going to be arranged. I think your best bet is to give a discount and in future put up a display or chart for cutting cakes. JMHO

indydebi Posted 4 Jun 2008 , 10:41pm
post #94 of 114
Quote:
Originally Posted by darcat

I'd like to know how the heck wilton came up with this chart. What if you're having a small reception and a cold buffet hmmm lots of room for large piece of cake, or if you are having a dessert buffet hmmm not much room for cake.




Because a piece of wedding cake is ceremonial not a meal. Back as far as the Roman days, a loaf of bread was broken over the bride's head and the guests scrambled for the crumbs, which represented fertility. So a piece of wedding cake represents a "crumb" of the orignal cake (or loaf of bread) that was shared by the bride and groom.

It's a ceremonial sharing .... it's not a banana split at the Dairy Queen.

FromScratch Posted 4 Jun 2008 , 10:57pm
post #95 of 114

HA!! I love it Debi!

If you are having apps and cake I will often suggest that they order more servings because people may be hungry for cake.

jadak Posted 4 Jun 2008 , 11:00pm
post #96 of 114

Where are you, OP? I'm curious how this played out.

mbelgard Posted 4 Jun 2008 , 11:10pm
post #97 of 114
Quote:
Originally Posted by darcat

Basically stole the cake? Cheap, whinner? Jeeze if you want to sell yr cake cheap then it's not the customer who is stealing the cake it's you giving it away. Cheap? well how is she supposed to know how much the cake is worth. Whinner? again how is she supposed to know there are different sizes for different occasions. Try thinking like someone who knows nothing about this business. Of course she shudnt get a full refund but a dicsount is in order I believe. And of course she took the cake what else was she supposed to serve? Not like it's a frozen cake from the grocery store and she can just go change it for a bigger one, especially on the day of the party. I still also believe that at a birthday party 99 pct of people look forward to the cake and there is usally a small lunch served so everyone has room for cake. And with all different nationalities and ways of doing a wedding as well as food that is served I'd like to know how the heck wilton came up with this chart. What if you're having a small reception and a cold buffet hmmm lots of room for large piece of cake, or if you are having a dessert buffet hmmm not much room for cake. So yes the customer shud order accordingly but that doesnt mean by the wilton chart since I dont see how they could predict how weddings/parties or going to be arranged. I think your best bet is to give a discount and in future put up a display or chart for cutting cakes. JMHO




The serving sizes are a standard, there has to be a way to price something and that's the way it's done. Decorators can't be expected to know who wants what size servings.

If I bought those single serve pudding mixes that Jello has I doubt they'd send me money back if I called to b!#%h because it wasn't my idea of a serving and I didn't bother to read the fine print. This woman might not have had a box to read serving sizes on but she had direct contact with the bakery and could have inquired.

darcat Posted 4 Jun 2008 , 11:40pm
post #98 of 114

Well I doubt very much that wilton consulted the romans. So that answer doesnt hold water sorry. And how did they come up with servings for other parties. And unlike the jello example this woman didnt see what a slice of cake looked like before she bought so another bad example. I think a lot of bakers on here need to get a reality check and realize that the average customer is not a baker and unless told they have no idea what the heck your procedures are or how you calculate things. So as I said the original op needs to put up a chart or wooden examples like the other bakers have suggested. Unless of course you're all making millions and dont need the business.

janicecold Posted 4 Jun 2008 , 11:44pm
post #99 of 114

LOL!!! Indydebi you are too funny!

As for me saying she stole the cake for that price it was a figure of speech of course and never thought that people would get upset over that phrase!!

Most of the people I make cakes for say that they are not serving big pieces because they only get half eaten and with ice cream that is plenty for people to eat. That is just what I have experienced myself!! I mean of course I too would love a big piece of cake but I am not going to expect it!!

johnson6ofus Posted 5 Jun 2008 , 2:56am
post #100 of 114

Yup- just like the reception meal. You get one small chicken breast and a small scoop of rice and 3 springs of broccoli. For many, that is not a meal- except my 85 year old grandma. If you host "big eaters", "Jethros", "my 4 teenage sons", or the like, you double or triple accordingly. I think EVERY consumer knows "suggested serving size" runs small (2.5 ozs. of meat?). It is up to the host if they will provide an "all you can eat trough" or a small (airline size?) portion. And the guest says thank you!

Maybe all should contract/ post sign- " Cake servings sizes are estimated based on ____________ chart, available by request. Specialty cakes, carved cakes, method of slicing, and preparation may affect ultimate serving sizes. Customer understands and accepts these terms, and has order their products accordingly."

costumeczar Posted 5 Jun 2008 , 3:26am
post #101 of 114

Okay, so I was telling my kids about this and when I said something about the lady cutting the cake that should serve 20 into 4 huge servings, my 12-yr-old son (i.e. the bottomless pit) said "Oh, I'd like that!"

So don't ask a preteen or a teenager to cut the cake.

Sure, the customer mgiht not be a baker and know exactly how to cut the cake, but if the baker told you that it would serve 20, wouldn't you at least think about how you should cut it to get that many servings? Sounds like she didn't even try to figure it out before she complained.

saap1204 Posted 5 Jun 2008 , 3:12pm
post #102 of 114

This is a good reminder about why it is so important to provide instructions for cutting. Don't invest too much energy in this situation.

DebBTX Posted 5 Jun 2008 , 3:30pm
post #103 of 114

Tastee Bakes,
I am checking back to see how things came out for you. When your customer actually cut the cake, was she able to get more servings than the 10 she had guessed at?
What did you decide to do about this situation?
- Debbie B.

Lenette Posted 5 Jun 2008 , 5:09pm
post #104 of 114

I am wondering what the outcome was on this one!

Kiddiekakes Posted 5 Jun 2008 , 6:19pm
post #105 of 114

Okay..here is my take....a 9x13 slab will feed 20..more if they are kids.So you cut it on half and stacked it which still gives you 20 servings!! $23.00 is what she paid....for a 9x13 slab cake in any grocery store it is roughly $21.00 maybe more now since baking ingredients have risen dramatically.There is no way she didn't get her 20 servings unless she "Hacked" the pieces larger which is not your concern or problem.I would politely tell her that the cake ordered was presented and accepted and that the right amount of servings was and is properly calculated.I would only offer her a 10% discount maybe on another cake but that's it!! I know it's easy for others to say "Tell her where to go" but when it's your business...word of mouth can make and/or break you! I state on my website that the slab prices imparticular are based on a 2x2 piece and that if you cut them bigger...it is your problem if you don't have enough.(well not in those words but something to get the point across) Chalk it up as a learning experience and let it go!! It unfortunatley won't be the last PIA customer you have!!

MaisieBake Posted 5 Jun 2008 , 6:46pm
post #106 of 114

I think an important point is being missed here.

So you think you're right and your customer is wrong. You can sleep at night. Fine.

What's more important is what your customer thinks and what, if anything, she says about your she-says-it's-too-small cake to her friends and coworkers or whoever.

I'm right/they're wrong feels great but it's "they", not I, whose cash needs to be coming in to the busness, and no matter how right I am, without them I'm not selling.

tiptop57 Posted 5 Jun 2008 , 6:55pm
post #107 of 114

This country has too much super sizing going on and we have greatest obesity rate in the WORLD.

Unfortunately hon I think you should refund, because how can ya beat the McDonald marketing factor?

(Now to be a bit of a smarta$$ next time she calls in ask her if she wants that Supersized!)

Ladivacrj Posted 5 Jun 2008 , 6:57pm
post #108 of 114

I think the real let down came when she picked up the cake and it was not as big as a real skateboard.

It's all about relation, she was used to seeing some huge skateboard hanging around her house and thought the cake was also going to be that big.

tasteebakes Posted 5 Jun 2008 , 7:43pm
post #109 of 114

Hi all,

Sorry for the delay.

I hadn't heard back from the customer and have been waiting for a reply. Everyone has been such a big help!

I decided to email her back. I went with a modified version of aligotmatt's advice. I really needed the advice too! I really do feel like the customer is always right but I don't want to undersell myself and my time either.

I am going to Lowe's and having block's of wood made up into 3 different serving sizes. I am even going to paint them to look like slices of cake. Love that idea!

I have been running my prices at "buiding a portfolio and for practice" prices.

I am putting in a refridgerated case and putting up displays with prices soon and then I will be going to "professional" pricing.

I had (have) alot to learn about decorating and about being in business!

Here is the copy of the email I sent her.

"Hi s,
In regards to the question you had on your serving sizes. You paid for and picked up a 13 inch long and 4 inch wide cake approximately 4 inches high. The cake would have been served by cutting a line straight down the middle and then cutting 2 inches, sliding the knife down and cutting 2 more inches... this should have provided you with 26 1x2x4 sizes, which is a standard serving size, and providing you with enough cake. I sincerely apologize if I was not clear with my cutting instructions prior to you picking up the cake. I would be happy to offer you a 20% discount on you or a family member's future order with us.

Thank you and I hope to hear from you soon."

penguinprincess Posted 5 Jun 2008 , 8:13pm
post #110 of 114

ok, I am new to this and I just want to make sure that I am understanding the measurements. When you say 1x2x4-- the slice is 1 inch wide, 2 inches long (when looking down at it) and then the 4 inches is for how high it is - right? I know this should be self explanatory, I just want to make sure I am getting this! Thank you everyone!

indydebi Posted 5 Jun 2008 , 8:15pm
post #111 of 114
Quote:
Originally Posted by penguinprincess

ok, I am new to this and I just want to make sure that I am understanding the measurements. When you say 1x2x4-- the slice is 1 inch wide, 2 inches long (when looking down at it) and then the 4 inches is for how high it is - right? I know this should be self explanatory, I just want to make sure I am getting this! Thank you everyone!




Here's a pic of a 1x2x4 cake piece ... it's how I cut all of my wedding cakes: http://www.cakecentral.com/modules.php?name=gallery&file=displayimage&pid=1156785

penguinprincess Posted 5 Jun 2008 , 8:18pm
post #112 of 114
Quote:
Originally Posted by indydebi

Quote:
Originally Posted by penguinprincess

ok, I am new to this and I just want to make sure that I am understanding the measurements. When you say 1x2x4-- the slice is 1 inch wide, 2 inches long (when looking down at it) and then the 4 inches is for how high it is - right? I know this should be self explanatory, I just want to make sure I am getting this! Thank you everyone!



Here's a pic of a 1x2x4 cake piece ... it's how I cut all of my wedding cakes: http://www.cakecentral.com/modules.php?name=gallery&file=displayimage&pid=1156785





Got it-- Thank you! And yes, that looks like a good size of cake-- not too much, not too little! Thanks again!

tasteebakes Posted 5 Jun 2008 , 11:40pm
post #113 of 114

Great visual!

peacockplace Posted 6 Jun 2008 , 12:11am
post #114 of 114

I don't know why people think that is such a small piece of cake! I think it's just right!

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