I Don't Want To Make "the Phone Call"

Business By IsaSW Updated 25 Oct 2009 , 8:05am by zdebssweetsj

IsaSW Posted 25 Sep 2009 , 3:52pm
post #1 of 55

I am so scared... icon_cry.gif
The bride is late a week with her final payment of $700.
Sent her an e-mail last week, no respond.
This is a bride that has been calling me constantly to add stuff, to request special things, etc. And all of the sudden she has disappear.
All the fondant flowers are ready, months working on them. And now, the baking week...
How do I say "No payment-No cake" in pretty words.

There was a thread on this not too long ago, can somebody lead me to it.
Thanks,

PS. This only my third real bride. Of course I don't know how to handle this.

54 replies
-K8memphis Posted 25 Sep 2009 , 3:59pm
post #2 of 55
Quote:
Originally Posted by IsaSW

...How do I say "No payment- No cake" in pretty words...




Keep it simple, CakeBuddy.

I think you got your script all prepared there~ that's about as pretty as you can make it.

Ok, you could start with, "I have a policy..." "No payment- No cake"

And wait for them to respond I mean if you get them on the phone.

Otherwise just leave a pretty message,
"Your cake's been canceled for non-payment Have a nice day."

LaBellaFlor Posted 25 Sep 2009 , 4:01pm
post #3 of 55

Are you fricken insane!?!?!? It's 700 dollars!!! 700 dollars! You call her & say per our contract I have not recieved your final payment of $700. If I do not receive payment by the end of the day 6PM (or of you feel generous 6PM tomorrow) in cash, your order is cancelled. There is no crying . pleading whining. It's business. She curses you out, tell her I understand, you order is cancelled. I'm assuing she gave you a 50% deposit. Please tell me you got a 50% deposit!

LaBellaFlor Posted 25 Sep 2009 , 4:02pm
post #4 of 55

And you can say all of the above in a pleasant tone of voice. thats as nice as you need to be. icon_smile.gif

-K8memphis Posted 25 Sep 2009 , 4:06pm
post #5 of 55

I think op gets that a lot is at stake here.
The name of her business is sweet caroline though.

Just take a deep breath and jump off the "your cake is cancelled" cliff.
It'll be ok--you gotta face it.

-K8memphis Posted 25 Sep 2009 , 4:07pm
post #6 of 55
Quote:
Originally Posted by LaBellaFlor

And you can say all of the above in a pleasant tone of voice. thats as nice as you need to be. icon_smile.gif




Yeah, inside we and you are all going nuts.
But on the outside nerves of steel like melted ice scream.

icon_biggrin.gif

heavenlytiers Posted 25 Sep 2009 , 4:13pm
post #7 of 55

I agree with the above...in a nice voice...I have in my contract that payment in full 2 weeks before delivery or order will be cancelled. I know some people who try to collect on delivery...my time is worth alot more than that...and you can bet, if you deliver...they eat it...they will find a reason not to pay...even if they ate every bite and got lots of compliments on it...put it in the contract..no payment ..no cake..that's just business... icon_smile.gif

Auryn Posted 25 Sep 2009 , 4:58pm
post #8 of 55

Take a deep breath. Think of your favorite book or movie heroine that doesn't take any bs from anyone, Elizabeth Bennet comes to mind when she sets Mr. Darcy straight.
Princess Leia maybe

Are you still willing and able to make the cake if she shows up today with cash??
If not, don't waiver.
You don't have to be mean about it. Just call her up- I'm sure she won't answer so leave a message.
Let her know that she is now in breach of the contract and you will not be supplying her with cake and you wish her luck in her future endeavors.
If she does answer and gets belligerent with you on the phone- hang up. Thats what I do with customers who think they can treat me like dirt. You don't need to take verbal abuse from anyone. This allows you to speak to her nicely on the phone and not get pulled into the trap of being emotionally/verbally bullied.

Don't feel bad for her either - none of this "oohh the poor girl won't have cake at her wedding"- she obviously doesn't care that much about it otherwise she'd have paid you by now so don't feel bad. You have nothing to feel bad about.

If she calls back and asks why you hung up- You only deal with people that speak in a civilized manner.

If you are willing to still do her cake- get payment today- not tomorrow since u are a week behind in your schedule already- and get it in CASH ONLY, no cashier's check, no credit card, no money orders- CASH ONLY.

Good luck and let us know how it goes.

ccr03 Posted 25 Sep 2009 , 5:01pm
post #9 of 55

On certain orders I do COD and once the lady asked me what if we don't pay, I told her - then I take the cake home with me! I have a big family! She said it jokingly of course (she's turned out to be a great customer), but since I do do COD that is my policy.

klat7292 Posted 25 Sep 2009 , 5:16pm
post #10 of 55

IsaSW...I just looked at your website...(BTW - BEAUTIFUL work!!) thumbs_up.gif Right there on the wedding cake page at the bottom...you specify that "Balance is due 14 days prior to an event" SO THERE'S YOUR JUSTIFICATION!! icon_wink.gif

GO AFTER YOUR HARD-EARNED $$$$!! I think you've made it quite clear that this is your policy and if it is posted on your site, then surely it's in your contract?! icon_lol.gif

Good Luck and God Speed!!! icon_biggrin.gif

__Jamie__ Posted 25 Sep 2009 , 5:19pm
post #11 of 55

Oh heavens....yes, all of the above. Good luck.

kjskid Posted 25 Sep 2009 , 5:25pm
post #12 of 55

You do good work. Don't let her stiff you.

amy1988 Posted 25 Sep 2009 , 5:35pm
post #13 of 55

Just be as pleasant as you can to her and let her know what's going on.

That's really not cool what she did!
Good Luck!!

newmansmom2004 Posted 25 Sep 2009 , 5:37pm
post #14 of 55

I wouldn't sugar-coat your conversation with her. I'm not saying be mean, but be firm and confident...she needs to know you mean business. If she senses the least bit of hesitation she may see an opportunity to possibly bully you or intimidate you into letting her out of the remainder of the payment.

Be strong, girlfriend!! You can do it!! thumbs_up.gif

ShariB-DivineDesserts Posted 25 Sep 2009 , 5:55pm
post #15 of 55

I agree with above, be assertive and strong. I would love to hear the outcome. This is good info because this is territory that none of like to be in !!! Good luck!! icon_eek.gif

leah_s Posted 25 Sep 2009 , 6:27pm
post #16 of 55

I, of all people, am a little softer than you guys on these kinds of calls.

Me: I'm just calling to confirm your order. (Go thru details of order) As you know, per our contract final payment was due (insert date.) I can't seem to find in my records where I received your payment. Could you verify your check number, or the date you made your online payment, please?

Bride: I'll just pay you at the reception.

Me: Well, if the cake is not paid in full, I won't be coming to the reception with cake. Per our contract, you'll need to bring cash, or make an online payment by (insert time).

Bride: Oh, OK!

IsaSW Posted 25 Sep 2009 , 7:21pm
post #17 of 55

You guys are all right about everything. Its true, I have to be firm, it's just that I have spoken to her so many times it feels like she is my friend. But she is not, she is just a customer, like one of you said, I cannot get my feelings involved. And yes I got my 50% up front. And yes she signed the contract, where it says Full payment due on Sept 18.
It's just that I want to make the cake so bad, it's going to be sooo pretty! But there is no way I am dragging all those tiers to the reception and not get a payment.

I will let you know what happens.
Thanks for all your advice.

-K8memphis Posted 25 Sep 2009 , 7:26pm
post #18 of 55

Leah, I felt she already did remind her without any response from the bride. Time's up.

Deb_ Posted 25 Sep 2009 , 7:36pm
post #19 of 55

OK give me her number I'll call her.

I have no problem making these type of phone calls. I call however the next day after the balance was due, I don't wait a whole week. Now it's just 7 days before the wedding and no payment.

I'd already consider this one cancelled.

It's so important to remember that this is business, this isn't a friendship relationship.

Good luck with whatever happens, but please don't just let this go because you want to make the cake.

IsaSW Posted 26 Sep 2009 , 12:08am
post #20 of 55

So... I called her, got voicemail, left a message with everything you guys taught me here, payment already 1 week late, would have to cancel order if I don't here from you by tonight, bla, bla bla, etc, etc.

she called me an hour later... Told me she never recieved my first e-mail. She says she will have my payment monday. That is because I will be out of town this weekend, so I am giving her the weekend to come up with the $$

From now on I will follow what Deb said: call the next day after the due date. Why wait a whole week?, I was so busy with other things, I guess I didn't think about it too much, but you guys are so right, this is business, maybe I am being too nice.
I really hope she delivers the money monday.
I told her the gumpaste flowers look so beautiful, it would be a waste to have to cancel the order for no payment.

I will keep you posted.
And hopefully I will post here the cake picture the monday after the wedding.

cheesecakes-galore Posted 26 Sep 2009 , 1:07am
post #21 of 55

I had a similar experience a couple months ago. The first time I have not received the final payment by the due date. I allowed 1 week extra same as you did. I then contacted her by email and she gave the same story about not receiving that email notice. But it ended up that she sent it out immediately. So you can give her the benefit of the doubt. She may be so worked up about all the wedding planning that she missed it, same as my bride did. Hopefully that's all it is.

debster Posted 26 Sep 2009 , 2:34am
post #22 of 55

I just tell them it's in the contract read it so I'm due to start your cake and it's not fully paid for so I'm calling to see if your going to still want the cake, if so it HAS to be paid now or the cake will not be started. I agree FIRM but honest. That's why I make it clear up front. Just last month someone said I'll give you the rest of the payment at the reception and I said if you would read the contract it says by check 30 days prior to Wedding if by cash 5 days prior to Wedding . She brought cash that night, I don't play that's a lot of work to get messed over financially by.

Irish245 Posted 26 Sep 2009 , 4:13pm
post #23 of 55

I use this policy. 50% to book the date and 50% due 2 weeks before event. If balance is not paid by due date (and I put this right in my contract), I can choose to either cancel the order immediately with no refund of original deposit or I can choose to keep contract going with the consideration of immediate payment in cash PLUS 15% total price added on for late payment. Also, a month before the final payment is due (6 weeks before event), I mail an invoice stating total cost of cake, deposit made and the date and balance due and the date it is due, and stating the cancellation policy again. Since doing this, I've never even had a late payment.

indydebi Posted 26 Sep 2009 , 4:39pm
post #24 of 55
Quote:
Originally Posted by Irish245

I use this policy. 50% to book the date and 50% due 2 weeks before event. If balance is not paid by due date (and I put this right in my contract), I can choose to either cancel the order immediately with no refund of original deposit or I can choose to keep contract going with the consideration of immediate payment......



Me too. 50% to book ... non-refundable. Balance due 2 weeks prior. Non-refundable. In bold lettering, in a section they have to initial, it states: "Payments not made on schedule will constitute a cancellation on the part of the client and CIS will not show up at the event."

Kitagrl Posted 26 Sep 2009 , 4:39pm
post #25 of 55

I have had my comcast emails be bounced back by other providers but only once in awhile...hopefully your emails are getting through to everyone else!

I usually email brides 4-7 days before the final payment is due, just sending a friendly reminder that the payment date is coming up...because with everything else, alot of times they forget who they owe, what they owe, and when they owe it.

Hope this all works out! Your stuff is absolutely gorgeous on your website!

mommyle Posted 26 Sep 2009 , 4:48pm
post #26 of 55
Quote:
Originally Posted by Irish245

I use this policy. 50% to book the date and 50% due 2 weeks before event. If balance is not paid by due date (and I put this right in my contract), I can choose to either cancel the order immediately with no refund of original deposit or I can choose to keep contract going with the consideration of immediate payment in cash PLUS 15% total price added on for late payment. Also, a month before the final payment is due (6 weeks before event), I mail an invoice stating total cost of cake, deposit made and the date and balance due and the date it is due, and stating the cancellation policy again. Since doing this, I've never even had a late payment.




I do the second 50% a month in advance. Just to be safe. I've never had a problem with this. people give me a cheque for the deposit, and a post dated cheque for the balance, they walk out the door, and only one person has ever called to check to see "how things are going".

Mensch Posted 27 Sep 2009 , 3:41am
post #27 of 55

I do 120$ retainer upon ordering, and the remainder five weeks out.

SugarFrosted Posted 27 Sep 2009 , 5:10am
post #28 of 55
Quote:
Originally Posted by IsaSW

So... I called her, got voicemail, left a message with everything you guys taught me here, payment already 1 week late, would have to cancel order if I don't here from you by tonight, bla, bla bla, etc, etc.

she called me an hour later... Told me she never recieved my first e-mail. She says she will have my payment monday. That is because I will be out of town this weekend, so I am giving her the weekend to come up with the $$

From now on I will follow what Deb said: call the next day after the due date. Why wait a whole week?, I was so busy with other things, I guess I didn't think about it too much, but you guys are so right, this is business, maybe I am being too nice.
I really hope she delivers the money monday.
I told her the gumpaste flowers look so beautiful, it would be a waste to have to cancel the order for no payment.

I will keep you posted.
And hopefully I will post here the cake picture the monday after the wedding.




I hope you made it clear that at this point you will accept only CASH.

Deb_ Posted 28 Sep 2009 , 9:48pm
post #29 of 55

OK I'm dying to know, it's Monday.....did the bride pay you today as promised?

Motta Posted 28 Sep 2009 , 9:57pm
post #30 of 55

Yeah, I'm curious too! Please let us know either way. We won't judge you if you were still Miss Nicey-Nice. It's hard to be tough when you actually really want to do the cake.

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