I recently had a customer place an order for a cake. He set up a pick-up time, and then called the day before the cake was due and wanted move up the pick-up time by several hours. This was very inconvenient for me, but he wasn't willing to compromise. I now realize that I could have turned him down and asked him to pay for the cake anyways. I also think I need a policy for an additional charge if customers want to pick up a cake sooner than was agreed.
Does anybody have advice for coming up with an additional charge for expedited orders?
Definitely make yourself a list of "extra" charges, e.g.,
Last minute order charge =
Picking up early charge = (e.g., you had to hire someone to take your shift in caring for your sick mother/father/aunt/dog/cat instead of doing it yourself)
Last minute changes = (or have a "no changes after _______ date policy")
PITA customer charge = (pain in the *ss; amount varies depending on how much of a pain)
Don't let people boss you around with no compensation.
But how do you determine how much to charge?
Its a convience charge--so charge what you think will make you feel better about the situation. I would say something like $10-$20 per hour they want to expedite the order--they may realize they don't need it that early after all! Def factor in your hourly charge and if this is your full time job what customer will you be neglecting now that you have to stop and take care of someone who didnt plan as well.
AThe charge should be based on the inconvenience caused by the schedule change, not the number of hours. If it is a major inconvenience you could refuse the change entirely or charge an additional 50%. If it's a minor inconvenience maybe an additional 10-20%. If it's not an inconvenience at all you could waive the fee as a "one-time courtesy".