Firing A Bride- Wording...

Business By jenmat Updated 11 Mar 2011 , 12:09pm by indydebi

jenmat Posted 6 Mar 2011 , 6:49pm
post #1 of 70

I need to send this email pretty soon, but I am a bit on the perturbed side with this "poor me" bride.

Background: Bride called this week Wednesday for a wedding in August. She says she "was" going with another baker but she decided they just didn't offer what she wanted icon_confused.gif
She then went to about 5 other places and no no no, they weren't good enough. Someone recommended she check with me. The wedding is very small (for this area) and will only result in a $250-$300 cake. My tastings are booked until April, and she whined that she needed to make her decision about this right now because "the cake is the most important thing." OK... I offer her my to-go tasting, we set up a time to pick it up last night (Saturday evening).

She's a no-show. I call, the phone is disconnected, I email and no response. So today she calls and leaves a message a few minutes ago and says her phone number is ***-**** (she wrote me an email with the phone number and wrote the wrong number), and she says she can pick it up "sometime today". No "I'm sorry" no, "I forgot" NOTHING about our appt. And its a Sunday. Not gonna happen.

This does not happen very often around here. I have had 0 no-shows in the life of the business (cancellations, yes, but not no-shows.)

Below is the email I've composed because I want to cut her loose. I am mad, and I while I want her to know that, but I don't want to go overboard:

Hi flaky bride~
thank you for your message. I used the phone number you supplied me with on your email, which was ________. Scroll down in our emails and you can see where it was supplied. I had prepared the samples for you to pick up as arranged at 4-4:30 yesterday and scheduled my Saturday evening with that in mind. The samples are no longer good, as they are uniced so that you can pair them with different icings. They will no longer be moist and therefore have been disposed. I do not work on Sundays, nor do I do any cake pickups or phone calls.
I'm sorry that you did not come for your cake when scheduled. I think that it would be best for you to look elsewhere for your cake and wish you the be
st.


Is this ok, or do I need to re-word?

69 replies
SophisticatedSweets Posted 6 Mar 2011 , 7:12pm
post #2 of 70

Sorry that this happened to you. icon_sad.gif

I think your letter is great; to the point yet professional.

DH2008 Posted 6 Mar 2011 , 7:16pm
post #3 of 70

Sounds good to me. How rude of her to think she can just prance in whenever. Obviously she's only thinking of " her " shedule & not yours. Good for you, it's to the point but not mean icon_wink.gif

bobwonderbuns Posted 6 Mar 2011 , 7:18pm
post #4 of 70

I would try this approach:

Dear Barbie (insert proper name here.)

Thank you for your inquiry into My Fabulous Cakes (insert name of company here). We waited for you at the time we agreed to meet on Saturday March 5 at 4:00 pm (insert proper date and time here) and you were a no show. Each tasting is prepared especially for the bride to be as fresh as possible during that time and unfortunately the tasting is no longer possible. We would have appreciated a phone call or email with a proper (not disconnected) phone number saying this date was inconvenient for you, but since we could not get ahold of you, we could not tell you that Friday August 6 (or whatever her date is) is no longer available. Good luck in your endeavors.

Or something like that. I'd leave the "personal" stuff out (like -- you bubble headed boob!! You don't even know your own phone number!!) even though I've felt like saying those exact words to some prospects.

Hopefully others will have a better solution than mine! icon_lol.gif

Cake_Karen Posted 6 Mar 2011 , 7:18pm
post #5 of 70

Your message sounds good to me.

Dont blame you for not wanting to do this cake you just get a feeling when its going to be more trouble than its worth and this one has that written all over it.

mommachris Posted 6 Mar 2011 , 7:19pm
post #6 of 70

How about..

Dear Rude woman,
I was sorry that you were unable to make our appointment. As I stated earlier my time was very limited and I am no longer available to do your cake.
I may be able to suggest some other bakers in the area.

Professional-but-not-a-pushover baker

bobwonderbuns Posted 6 Mar 2011 , 7:21pm
post #7 of 70
Quote:
Originally Posted by mommachris

How about..

Dear Rude woman,
I was sorry that you were unable to make our appointment. As I stated earlier my time was very limited and I am no longer available to do your cake.
I may be able to suggest some other bakers in the area.

Professional-but-not-a-pushover baker




Oooooh, that's good!! (but I wouldn't even bother helping her find other bakers but that's just me!) icon_twisted.gificon_lol.gif

mommachris Posted 6 Mar 2011 , 7:24pm
post #8 of 70

Bob,
Sometimes you need to just get to the meat.
This is not debatable.

"You messed up.
Opportunity is now over."

Next!

mommachris

bobwonderbuns Posted 6 Mar 2011 , 7:26pm
post #9 of 70
Quote:
Originally Posted by mommachris

Bob,
Sometimes you need to just get to the meat.
This is not debatable.

"You messed up.
Opportunity is now over."

Next!

mommachris




Amen Sista!! icon_lol.gif

johnson6ofus Posted 6 Mar 2011 , 7:29pm
post #10 of 70

Love your reply... but I would probably add the stuff about discarded "tasting" and say you are happy to prepare her another one, once she sends you $______ to your paypal account and give her ONE specific date and time to pick up. You are in the business to make $$$, so if she pays... go for it....

BUT, I bet she will STILL be a PITA bride... sorry.

bobwonderbuns Posted 6 Mar 2011 , 7:30pm
post #11 of 70
Quote:
Originally Posted by jentreu

I need to send this email pretty soon, but I am a bit on the perturbed side with this "poor me" bride.

Background: Bride called this week Wednesday for a wedding in August. She says she "was" going with another baker but she decided they just didn't offer what she wanted icon_confused.gif
She then went to about 5 other places and no no no, they weren't good enough. Someone recommended she check with me. The wedding is very small (for this area) and will only result in a $250-$300 cake. My tastings are booked until April, and she whined that she needed to make her decision about this right now because "the cake is the most important thing." OK... I offer her my to-go tasting, we set up a time to pick it up last night (Saturday evening).

She's a no-show. I call, the phone is disconnected, I email and no response. So today she calls and leaves a message a few minutes ago and says her phone number is ***-**** (she wrote me an email with the phone number and wrote the wrong number), and she says she can pick it up "sometime today". No "I'm sorry" no, "I forgot" NOTHING about our appt. And its a Sunday. Not gonna happen.

This does not happen very often around here. I have had 0 no-shows in the life of the business (cancellations, yes, but not no-shows.)

Below is the email I've composed because I want to cut her loose. I am mad, and I while I want her to know that, but I don't want to go overboard:

Hi flaky bride~
thank you for your message. I used the phone number you supplied me with on your email, which was ________. Scroll down in our emails and you can see where it was supplied. I had prepared the samples for you to pick up as arranged at 4-4:30 yesterday and scheduled my Saturday evening with that in mind. The samples are no longer good, as they are uniced so that you can pair them with different icings. They will no longer be moist and therefore have been disposed. I do not work on Sundays, nor do I do any cake pickups or phone calls.
I'm sorry that you did not come for your cake when scheduled. I think that it would be best for you to look elsewhere for your cake and wish you the be
st.


Is this ok, or do I need to re-word?




Soooo, whatcha gonna do??? (Inquiring minds want to know!) icon_lol.gif

jenmat Posted 6 Mar 2011 , 7:32pm
post #12 of 70

Thanks all. She has now called me 3 times in the last hour or so (I didn't answer).
I think you're probably right, I'll cut some of the personal stuff out, but I WILL be leaving the part about the phone number in, just so she knows I didn't flake out on her and dial wrong. Not that its my responsibility to babysit her and remind her of a pick up she specifically called to schedule and told me the time most convenient for her....
In one of her emails this week she even asked for driving directions- but didn't give a location. just 'please send me directions.' And she's emailing me so she has access to my website that has directions AND Google.
Ok, well.... if you are at the north pole, drive south until you hit WI, if you're at the South Pole, drive up....

jenmat Posted 6 Mar 2011 , 7:32pm
post #13 of 70

I'm typing now... will post soon!

Babs1964 Posted 6 Mar 2011 , 7:42pm
post #14 of 70

I too am sorry this happened to you, for this very reason I'm trying to come up with a simple one line sentence to be put on business cards that basically says my prices are not negotiable and bridezilla behaviors won't be tolerated. I feel the people that would be offended by this are the very ones I don't want to deal with anyways. I just don't like drama, dealing with people like that are draining!
Some of the dumb "reality" shows make people think that that IS acceptable behavior!

Kitagrl Posted 6 Mar 2011 , 7:44pm
post #15 of 70

I always hate it when people inquire about a date first and then you end up telling them "Yes I'm open" and then they proceed to be annoying. haha. Then you're like, stuck! Unless you suddenly get booked up REAL quick, there's not much room for excuses to get rid of them!

jenmat Posted 6 Mar 2011 , 7:47pm
post #16 of 70

ok.... I sent it. Thanks so much for the suggestion of taking personal stuff out! I always suggest that to others, but sometimes when you're peeved its easy to loose sight of the professional side of things. Below is what I sent:

Dear Whiney-

Thank you for your phone message. When I placed a call yesterday at 5pm, I used the phone number you supplied me with on your email, which was _________. Scroll down in our emails and you can see where it was supplied. I had prepared the samples for you to pick up as arranged at 4-4:30 yesterday. Each tasting is prepared especially for the bride to be as fresh as possible and unfortunately the tasting is no longer possible. While things do come up, and it is understandable that appointments can be missed, I would have appreciated a phone call or email. Unfortunately, I am no longer able to make your cake and wish you the best in your search.


I deleted the line that suggested she "go elsewhere" for her cake- but I REALLY wanted to put it that way!!!!
Did I control myself enough?!

Kitagrl Posted 6 Mar 2011 , 7:51pm
post #17 of 70

I think its great although I would probably change the word "I am no longer ABLE to make your cake" to "I am no longer AVAILABLE to make your cake".

Good luck!

jenmat Posted 6 Mar 2011 , 7:52pm
post #18 of 70
Quote:
Originally Posted by Kitagrl

I always hate it when people inquire about a date first and then you end up telling them "Yes I'm open" and then they proceed to be annoying. haha. Then you're like, stuck! Unless you suddenly get booked up REAL quick, there's not much room for excuses to get rid of them!




Oh my, yes! I have several brides like that, where they asked about the date and I said yes, and they proceeded to go back and forth about price, ask for discounts, get all weird and email me 60 times.... what's WORSE is when they send you the contract and THEN they become all high-maintenence. No turning back there!
Sigh...I wish there was a separate ringtone on my cellphone that indicated "crazy."

Kitagrl Posted 6 Mar 2011 , 7:54pm
post #19 of 70
Quote:
Originally Posted by jentreu

Quote:
Originally Posted by Kitagrl

I always hate it when people inquire about a date first and then you end up telling them "Yes I'm open" and then they proceed to be annoying. haha. Then you're like, stuck! Unless you suddenly get booked up REAL quick, there's not much room for excuses to get rid of them!



Oh my, yes! I have several brides like that, where they asked about the date and I said yes, and they proceeded to go back and forth about price, ask for discounts, get all weird and email me 60 times.... what's WORSE is when they send you the contract and THEN they become all high-maintenence. No turning back there!
Sigh...I wish there was a separate ringtone on my cellphone that indicated "crazy."




That or its for someone who wants some sort of outrageous cake design...and since they know you are available, you have to quote it. haha.

CakeInfatuation Posted 6 Mar 2011 , 8:01pm
post #20 of 70

Suzy... that's when you quote it high. I have no problem adding in fees for high maintenance people that make me work 2x's as hard as a "normal" customer. Just stinks when you don't know that till it's too late!

jenmat Posted 6 Mar 2011 , 8:07pm
post #21 of 70
Quote:
Originally Posted by Babs1964

I too am sorry this happened to you, for this very reason I'm trying to come up with a simple one line sentence to be put on business cards that basically says my prices are not negotiable and bridezilla behaviors won't be tolerated. I feel the people that would be offended by this are the very ones I don't want to deal with anyways. I just don't like drama, dealing with people like that are draining!
Some of the dumb "reality" shows make people think that that IS acceptable behavior!




Babs- if you come up with that line- I WANT IT! I'll post it on my website and on my tasting guidelines.

I want my brides to know that while I'm very happy to have their business, and I love making wedding cakes, I am also an exclusive studio, meaning since I have pretty small overhead, i don't NEED every bride's business. In other words, they don't just choose me, I choose them too.

I'm not exclusive in that you have to know someone or be someone to get in (yeah, my head ain't that big!), but I just don't take every bride that comes along. Especially this late in the year. I book fast and I don't wait around for people to hem and haw.

I know business is business, but part of the wonderful feature of not being a storefront bakery is that I can say "Naw...." once in a while. Sometimes I don't think I do that often enough.

Babs1964 Posted 6 Mar 2011 , 10:05pm
post #22 of 70

Jentreu, you said it perfectly. I have been racking my brain for the proper wording but it just hasn't come to me yet. My intent is not to offend anyone. I recall another CCer saying they don't put up with any guff from people either but I don't remember if they had something stated in their contract or how it was done but she stated she didn't have any issues with these types of people.

bobwonderbuns Posted 6 Mar 2011 , 10:07pm
post #23 of 70

I hope y'all don't mind but I'm taking notes fast and furiously here! icon_lol.gif

MartiW Posted 6 Mar 2011 , 10:14pm
post #24 of 70

Babs, when you do come up with that line, Please post it here.

Babs1964 Posted 6 Mar 2011 , 10:23pm
post #25 of 70

Maybe we should collectively put our heads together here to come up with that one line! icon_lol.gif

bobwonderbuns Posted 6 Mar 2011 , 10:31pm
post #26 of 70

I hope y'all don't mind, but this is what I put up on my www:

Brides, We are very selective about the commissions we accept. While we are very happy to have your business and we LOVE making wedding cakes, we are an exclusive studio and we simply do not need every brides business. Brides dont just choose us, we choose them too. This is why we do not tolerate rudeness and other bridezilla behaviours.

(Personally it's almost become "code" for the WalMart crowd to accuse us of being rude and snarky toward potential clients when we give them a quote -- I'm REALLY hoping this helps sift them out!) icon_twisted.gif

indydebi Posted 6 Mar 2011 , 10:37pm
post #27 of 70

You know, we've all seen that sign in the mechanic's, the plumber's, etc, that says:

Rates:
$10/hour if I come and fix it.
$25/hour if you've started to fix it.
$100/hour if you fix it and broke it and now I have to redo the whole thing.

We need a similar price structure:
$3.50/serving for our wonderful brides!
$4.50/serving for our wonderful brides with interferring friends/relatives
$10/serving for having to deal with bridezilla attitudes.
It's your choice! thumbs_up.gif

Babs1964 Posted 6 Mar 2011 , 10:56pm
post #28 of 70

Debi I think you nailed it! I would just tweek it a bit for a broader population as there are just as many ill mannered customers that don't happen to be brides. thumbs_up.gif

JohnnyCakes1966 Posted 6 Mar 2011 , 11:26pm
post #29 of 70
Quote:
Originally Posted by Kitagrl

That or its for someone who wants some sort of outrageous cake design...and since they know you are available, you have to quote it. haha.




You might have to quote it, but you don't have to make it an "attractive" quote! icon_biggrin.gif I had a bride who wanted to bring 5 people to the tasting. She didn't want to pay for the extras, so I told her no. She brought them anyway and got mad when I didn't "just bring out more cake" for everyone! No WAY was I gonna work with this one! I quoted her something outrageous and never heard from her again. thumbs_up.gif

JohnnyCakes1966 Posted 6 Mar 2011 , 11:30pm
post #30 of 70
Quote:
Originally Posted by bobwonderbuns

Brides dont just choose us, we choose them too.




Absolutely! People don't realize that the tasting/consultation is not only so they can taste my cakes; it's how I "interview" them to decide if I want their business.

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