Hi there,
I'm not sure if this question goes in this section but here goes....
I am wondering if any of you follow up with your customers.... like is it your policy to call/email them a day or so after they have had the cake. I have a small business and like feedback. Is that a "normal" thing or is it that once the cake is done...its on to the next. And if I don't call is that rude???
Thanks
Ladybug

I have never called or emailed to follow up. Some of my customers have emailed me with good feedback and pictures, but some do not. I leave it to them to contact me if they want to, at which point I email back a "thank you for your feedback and thanks again for your order" type of email.

Boy, I really get the part of wanting to get feedback. There are a few trains of thought for this.

One is that it looks good and you want to be sure your customer is satisfied

Two, is that it looks like you are insecure and unsure of yourself

Three, is that it opens the door to a minimal problem being opened up to someone asking for a refund, etc.

Thanks for the replies, maybe it is a security thing... I know the customer liked the way the cake looked... just by her reaction, I want to make sure it tasted good, I want her to be satisfied. And I guess in part... just being honest... I would like feedback because I am new at this and still need positive reinforcement )

I understand what you are saying Ladybug, I follow up I too. I don't do that many cakes as of yet so I want to make sure I'm representing myself well.

I follow up with all of my customers and they appreciate the call. I dont just ask them about the cake but I ask how their event went and most of the time I dont have to directly ask about the cake they usually start telling me about it. So I have not gotten any negative feedback from any call that I have made. As I said they have been very appreciative of the call. Now that may not work for eveyone but it works for me!

I just recently started to send out a thank you email to clients 3 days after their order. It simply says:


"Thank you for your recent order with Dreme Cake Artistry. It has been a pleasure working with you.


Hope you're having a great day."


So far just about every client has responded back with a comment about their order. Its a nice way of thanking the client for their order as well as receiving some sort of feedback.

Thanks a bunch, so many great ideas.
....Dreme I like the follow up "thank you" email idea. Its indirectly right to the point. Thanks.

I have not done any direct follow up myself, but I usually get a call from the client a few days later. They generally are so exicted about the event and want to let me know the cake was a hit.

When I first started, I emailed my first few clients and was just honest and asked because my business is fairly new I would like some feedback, and if there is anything they would change about their order. I did open myself up for some some let down, but that is exactly what I was asking for. I no longer ask for feedback, but I completely understand why you want to. At first I thought if the customer didn't write me then there must have been something wrong with the cake, but now I think the opposite.. I'm pretty sure if they didn't like it I would hear all about it!