These Are The Ones We Should Keep In Our Minds...

Business By indydebi Updated 4 Oct 2009 , 10:17pm by cylstrial

indydebi Posted 3 Oct 2009 , 6:50pm
post #1 of 19

Recently there have been a barage of threads with issues and complaints and whining clients over their cakes. So many that it appears there is an epidemic of "buyer's remorse" going on. I had one of those myself recently. Mom didn't like ANYTHING I prepared. (Geesh, cole slaw is "shredded cabbage plus Marzetti's Cole Slaw dressing". How do I mess that up? But according to her, I did.)

Anyway, while I'm going thru the phase of a little self-pity because I have someone who is "disappointed", I get a call from a bride of just a few weeks ago. Great. Another issue. What's up this time?

I was totally wrong. She was calling to tell me how everyone LOVED the cake. The look, the taste, the setup, EVERYTHING. She said she even took her own camera to get a cake picture, even tho' she had a professional photographer, ".... to make sure I got a picture of this cake!" She then ordered a birthday cake for her daughter for next weekend.

We don't get higher compliments than a bride who comes back and orders more cake, do we?

Two brides picked up their free anniversary cakes this weekend. BOTH of them tell me how people are still talking about how good the cake was, the food was, how wonderfully professional my staff was. One of the brides was the Dessert Stand Bride (see pic on my home page of my website) and she's still getting compliments on the set up and the various desserts we provided.

I really needed these kind of pick-me-ups right now, but it caused me to think about how much we stress over the ONE or TWO people who make us nuts with their complaints and issues, and we tend to gloss over the many many clients we have who are MORE than happy with our work.

Yes, it takes more work to resolve an issue with an unhappy client and we should exahust all efforts to try to make them happy. Sometimes it's just not possible to make them happy, and we all know that.

It's just time to quit carrying our hearts on our sleeves and remember the GOOD cakes we've done and the HAPPY clients we've created! Dont' lose the vision .... don't lose the focus.

I just figured I wasn't the only one who needed a pick-me-up right now, so I'm sharing my thoughts in the hopes it helps someone else who might be in a state of self-pitifulness right now! thumbs_up.gif

18 replies
JGMB Posted 3 Oct 2009 , 7:00pm
post #2 of 19

Yea, Debbie!!! It's good to hear an upbeat business story for a change . . . thanks for sharing!

Mme_K Posted 3 Oct 2009 , 7:05pm
post #3 of 19

Debbie, you are right on target. We tend to let the negative overpower the positives. Thanks for sharing! I think many of us need to take a look at the good things a little more often. thumbs_up.gif

indydebi Posted 3 Oct 2009 , 7:08pm
post #4 of 19

I forgot to add that the bride who had the dessert stand instead of a wedding cake, told me that even tho' they are "not cake people", her husband has been looking forward to getting their anniversary cake from me. I tell ya, I almost cried when she told me that.

Mike1394 Posted 3 Oct 2009 , 8:53pm
post #5 of 19

Awesome, very cool.


CutiePieCakes-Ontario Posted 3 Oct 2009 , 9:22pm
post #6 of 19

Very well put, IndyDebi.

Good to hear a positive story once in awhile.

Tee-Y Posted 3 Oct 2009 , 9:41pm
post #7 of 19

Words of Wisdom!!!!!!
Well said IndyMama icon_smile.gificon_smile.gif ! It gets so depressing sometimes when you read what some of us are going through and it would be a nice idea to actually share some of our many triumphs and good feedbacks instead of just the woes and questions thumbs_up.gifthumbs_up.gif .

-K8memphis Posted 3 Oct 2009 , 9:56pm
post #8 of 19

Very true, good stuff, CakeBuddy.

DDiva Posted 3 Oct 2009 , 10:20pm
post #9 of 19

Debi, you couldn't be more right!!
I guess I'm fortunate that 'caking' was never a hobby for me; and that business is my background. That background prepared me for all that comes with owning a business. No matter what the business is, you really do have to learn that you cannot and will not please everyone. That there are all kinds of folks out there, and many are out to get all they can for free. Yes, we put our hearts, souls, and a great deal of energy into what we do...and it becomes personal. But, if you wear your heart on your sleeve in business, I guarantee you that your heart will be broken..or at least severly bruised.
I learned a long time ago to concentrate on the positive. About once or twice a year I get the 'unhappy' customer, but right before them and usually right after them come the ones that love what you've created. You have to concentrate on the positive. It will get you through.
This morning my pickup was over an hour late (she did call). I was irritated because it was going to throw my morning schedule off. I got everything adjusted, she came to pick up her cake. The look on her face, with tears welling in her eyes, and the hug she gave me made the irritation disappear. Concentrate on the positive icon_smile.gif

littlecake Posted 4 Oct 2009 , 1:32am
post #10 of 19

a word in due season....thanks indy

tatorchip Posted 4 Oct 2009 , 1:45am
post #11 of 19

Debbi, her is a "hhhhhhhuuuuuugggg" from someone that learned to keep her mouth shut (me) lol but you are so right on, with being positive.

Melvira Posted 4 Oct 2009 , 2:13am
post #12 of 19

Debi, bless your loving heart. You've said a mouthful. I just started another thread and I would REALLY like you to take a look. I think you might enjoy it!

norma20 Posted 4 Oct 2009 , 2:34am
post #13 of 19

Debbie, what size is your free aniversary cake? Is it always the same flavor as the wedding cake?
Thanks in advance,

jlsheik Posted 4 Oct 2009 , 2:44am
post #14 of 19

Thanks Deb...we ALL needed to hear that! I give a free anniversary cake too... I love to see them in a year!!
And Deb, I would not get near as many compliments if it weren't for your fabulous buttercream...I must thank the good lord for you EVERY day!! lol
Laura icon_biggrin.gif

indydebi Posted 4 Oct 2009 , 2:44am
post #15 of 19

Melvira, that was incredible. SHe says it all in the last 30 seconds of her speech!

indydebi Posted 4 Oct 2009 , 2:48am
post #16 of 19
Originally Posted by norma20

Debbie, what size is your free aniversary cake? Is it always the same flavor as the wedding cake?
Thanks in advance,

6" 2-layer. I always ask them what cake/filling flavor they want and make whatever they want. I "try" to mimic the cake design if I can, which is 99% of the time. They are usually surprised that I duplicate the design for them!

norma20 Posted 4 Oct 2009 , 2:51am
post #17 of 19

Thanks Debbie. Have a good night! : )

melodyscakes Posted 4 Oct 2009 , 6:51pm
post #18 of 19

I have also experienced a lot of trying to get money back lately. It has been frusturating to the point that I am closing my shop at the end of the month. the clients come in with complaints that contradict what they are complaining about. for example: we didn't like the icing.....there wasn't enough icing on the cake. grrrr
I really think it is the area that I am in. but I am closing my doors and going home. I don't have complaints from my wedding cakes, and even have referrals from brides, my problem is with the birthday cakes. idiots, or "my clients" watch ace of cakes, and want a cake like Duffs, and want to pay around or under $50-$60 dollars and when it doesn't look like Duffs $2000.00 cake they get attitude. I've had it.
anyway, I do have some great customers....and I'll keep them.
glad you got a compliment.
I was noticing too that I am not the only one upset by customers, and that made me feel better.

thank you Indydeb!


cylstrial Posted 4 Oct 2009 , 10:17pm
post #19 of 19

That's awesome Debi! I'm glad that that the bride called and told you how happy she was! Everyone needs a little pick me up once in a while.

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