howsweet Posted 15 Jul 2013 , 5:51pm
post #1 of

Or is it just me? In my experience most people are simply incapable. They send me crazy links that go to the wrong place and pictures that are so big I can only see a tiny corner of it and have to download it, reduce the size and  turn it 90° just to see it. They can't keep tract of the pictures and info I've sent them and they repeatedly ask me the same questions. 

32 replies
as you wish Posted 15 Jul 2013 , 6:23pm
post #2 of

AOrders on cell phones drive me crazy. The cell service where I live (middle of nowheresville) is not great and we can never hear each other well. Just email me already! I actually had a woman last week who called me on her cell phone and after a few minutes of "can you hear me?" she said "I can't hear you but if you can hear me this is what I want: such and such cake with such and such decoration for such and such date. So I will just leave that with you. Bye." Seriously? What does she think I'm going to do with that?

FrostedMoon Posted 15 Jul 2013 , 6:41pm
post #3 of

AI prefer email over phone calls (especially cell) too. There is a "paper trail," and I can take my time to create a clear and thoughtful response. Of course not everyone responds with exactly what I need, but I've been lucky that most of my clients so far seem quite technology proficient.

AZCouture Posted 15 Jul 2013 , 6:47pm
post #4 of
Quote:
Originally Posted by FrostedMoon 

I prefer email over phone calls (especially cell) too. There is a "paper trail," and I can take my time to create a clear and thoughtful response. Of course not everyone responds with exactly what I need, but I've been lucky that most of my clients so far seem quite technology proficient.

I don't do anything via text or Fcebook messaging, or anything like that. Email and phone only, and as soon as a phone conversation is complete, I email myself the details, and file it in the email folder designated for that client. I keep track of everything, and I never delete it either. 

as you wish Posted 15 Jul 2013 , 6:50pm
post #5 of

A

Original message sent by AZCouture

I don't do anything via text or Fcebook messaging, or anything like that. Email and phone only, and as soon as a phone conversation is complete, I email myself the details, and file it in the email folder designated for that client. I keep track of everything, and I never delete it either. 

Emailing the details to yourself; what a good idea! I need to start doing that.

AZCouture Posted 15 Jul 2013 , 6:55pm
post #6 of

Oh you bet! And I make a folder that I name with the date of the event first, and the clients last name, that are kept underneath my inbox, in order of date, and everything gets filed there. Once the event is done, I move everything from that folder into one called "CLOSED", and they stay in there forever. I can bring up details from anyone's event, as far back as the first cake I sold. I keep everything..lol.

Annabakescakes Posted 15 Jul 2013 , 6:56pm
post #7 of

A

Original message sent by FrostedMoon

I prefer email over phone calls (especially cell) too. There is a "paper trail," and I can take my time to create a clear and thoughtful response. Of course not everyone responds with exactly what I need, but I've been lucky that most of my clients so far seem quite technology proficient.

Oh, I totally agree with this! I hate talking to strangers on the phone. I always wind up undercharging when I am on the dumb phone giving a quote. And most people have a general idea of what they want, or an inspiration plate or dress or vase, or swatch, so I steer the caller to just email me with the pictures and I just respond to the email and don't bother calling back, lol. If they call me, I ignore it and send them an email about 10 minutes later. Most everyone has a smart phone or tablet that is permanently stuck to their hands, so it works out fine.

When there are orders that don't have email, I just wind up making less money, and wing it a bit more... And I am sure I will get ripped for this, but I swear it is a sickness, some mental illness with me, I feel so strongly about it, so tough! Your tough words will be falling on deaf ears, I know it's weird, and I can't help it. I get enough business, and turn down clients, so you can just say I am "booked" and can no longer accept phone orders. I know everyone here loves the term.

Annabakescakes Posted 15 Jul 2013 , 6:58pm
post #8 of

AYou know, the phone just rang and I swear I have a small anxiety attack every time it does. When I see it is my husband, or grandma, or aunt (the only people I call) I have a calming sensation and can breathe again. Is there a pill for this? haha

sixinarow Posted 15 Jul 2013 , 7:07pm
post #9 of

A^^^ I prefer email orders too, I must have the same mental illness! :) I like being able to go back for details or to have time to think out my response. Probably because I'm a big marshmallow in person or on the phone, but I don't have to look into someone's big puppy dog eyes on email, so I can be firm!!

jason_kraft Posted 15 Jul 2013 , 7:22pm

AA few months after we launched our business we started routing all business calls to voice mail automatically (thank you Google Voice), and our voice mail message directed people to fill out the order form on our web site. The results of the order form (which forces customers to fill out all necessary fields) are sent to a Gmail inbox. Customers are very impressed when I can look up their entire order history in a few seconds just by typing their name into the Gmail search box.

I handled everything related to our business on a desktop PC with a 24" screen. Why anyone would want to do this on a 4-5" screen is beyond me.

howsweet Posted 15 Jul 2013 , 7:31pm

I definitely do most of an order over email and part on the phone. But when they use their iPhone to email me,  communication breakdown begins.  It seems like they can't scroll back through previous emails so they just ask again, they don't know how to send a proper link or photo and heaven forbid I send a link to them. I may send them an email with 12 photos and when they respond, it's clear they somehow think I just sent one photo. We'll have the order set, they get on a real computer and then see the other photos and then it will be, Oh! How much is that one?

 

A few years back the first time this happened, I didn't realize it was an iPhone issue and was sure the person ordering was a complete idiot. you could have knocked me over with a feather when I finally spoke with her on the phone and found out she was pretty normal. And it seems to be more of a problem with iPhones than androids.
 

AZCouture Posted 15 Jul 2013 , 7:40pm

I've had emails from iPads that don't even show up in my inbox for a whole week! I hope that's not something on my end.

as you wish Posted 15 Jul 2013 , 7:41pm

A

Original message sent by Annabakescakes

You know, the phone just rang and I swear I have a small anxiety attack every time it does. When I see it is my husband, or grandma, or aunt (the only people I call) I have a calming sensation and can breathe again. Is there a pill for this? haha

LOL! This is so me, too! I think it is some kind of social anxiety disorder or something. I have never, even as a teenager, enjoyed talking on the phone.

as you wish Posted 15 Jul 2013 , 7:42pm

AiPhone problem or basic stupidity? Hmm... I think a little from column A, a little from column B.

shugababie Posted 15 Jul 2013 , 7:45pm
Quote:
Originally Posted by Annabakescakes 


Oh, I totally agree with this! I hate talking to strangers on the phone. I always wind up undercharging when I am on the dumb phone giving a quote. And most people have a general idea of what they want, or an inspiration plate or dress or vase, or swatch, so I steer the caller to just email me with the pictures and I just respond to the email and don't bother calling back, lol. If they call me, I ignore it and send them an email about 10 minutes later. Most everyone has a smart phone or tablet that is permanently stuck to their hands, so it works out fine.

When there are orders that don't have email, I just wind up making less money, and wing it a bit more... And I am sure I will get ripped for this, but I swear it is a sickness, some mental illness with me, I feel so strongly about it, so tough! Your tough words will be falling on deaf ears, I know it's weird, and I can't help it. I get enough business, and turn down clients, so you can just say I am "booked" and can no longer accept phone orders. I know everyone here loves the term.

oh my.....i thought i was the only one that hated talking to strangers on the phone!  i get tongue tied and sound like an idiot but i can whip up an eloquent email in no time at all.....i too let calls go to voice mail only to have them say call me back!  ugh.....i try and get away with sending a text in response.....sad thing is at my day job i have to talk to strangers on the phone all the time.....

Annabakescakes Posted 15 Jul 2013 , 7:51pm

A

Original message sent by as you wish

[quote name="Annabakescakes" url="/t/761024/does-it-annoy-you-when-customers-want-to-carry-out-an-email-cake-order-on-their-iphone#post_7416298"]You know, the phone just rang and I swear I have a small anxiety attack every time it does. When I see it is my husband, or grandma, or aunt (the only people I call) I have a calming sensation and can breathe again. Is there a pill for this? haha

LOL! This is so me, too! I think it is some kind of social anxiety disorder or something. I have never, even as a teenager, enjoyed talking on the phone.[/quote]

I am so glad I am not the only one! I get that way when someone knocks on my door, or when I have to go to the grocery store, too. Or my accountant. I barely leave my house... even though it is always fine and I am fine before I even get there, I just dread leaving the house. When I was a teen, I was so awkward I prefered the phone, so I didn't have to leave the house!

I have had emails just disappear from my iphone. No trace of them, at all. Not in the trash or spam, just gone. It happens as they load...and load and load, then poof! the next email above or below pops up and the previous email is gone. I have to log on the laptop to see it.

jason_kraft Posted 15 Jul 2013 , 7:53pm

AThe issue with iOS might be the default mail app, since it doesn't do a very good job threading emails. If you are used to a threaded conversation-based view in your inbox you will probably be confused. Gmail's app is much better.

When you get an order via email or your web site's order form it is usually pretty obvious when a real-time phone conversation will be necessary. I'm not a huge fan of talking on the phone either, so when I need to make these calls I will type up a basic outline of the questions I need answered (usually in Notepad, but including these notes in your order management system (e.g. QuickBooks) would be a good idea).

For cold calls you can keep a generic script handy to help walk the customer through the conversation with maximum efficiency.

jason_kraft Posted 15 Jul 2013 , 7:56pm

A

Original message sent by Annabakescakes

I have had emails just disappear from my iphone. No trace of them, at all. Not in the trash or spam, just gone. It happens as they load...and load and load, then poof! the next email above or below pops up and the previous email is gone. I have to log on the laptop to see it.

Could be an issue with your sync settings, see below for more info: https://discussions.apple.com/thread/3582013?start=0&tstart=0

as you wish Posted 15 Jul 2013 , 8:18pm

A

Original message sent by jason_kraft

The issue with iOS might be the default mail app, since it doesn't do a very good job threading emails. If you are used to a threaded conversation-based view in your inbox you will probably be confused. Gmail's app is much better.

When you get an order via email or your web site's order form it is usually pretty obvious when a real-time phone conversation will be necessary. I'm not a huge fan of talking on the phone either, so when I need to make these calls I will type up a basic outline of the questions I need answered (usually in Notepad, but including these notes in your order management system (e.g. QuickBooks) would be a good idea).

For cold calls you can keep a generic script handy to help walk the customer through the conversation with maximum efficiency.

It definitely helps to have my questions written down. I actually find it strangely comforting to have a pen in my hand whenever I am on the phone. Having a script that I can grab along with my pen whenever the phone rings is a really good idea; I think that would work for me.

Edited to add: By the way, I am pretty new here at CC. I have been reading through a lot of the forum threads and getting a feel for personalities here. I must say, I like you people!

howsweet Posted 15 Jul 2013 , 8:25pm
Quote:
Originally Posted by jason_kraft 

The issue with iOS might be the default mail app, since it doesn't do a very good job threading emails. If you are used to a threaded conversation-based view in your inbox you will probably be confused. Gmail's app is much better.

When you get an order via email or your web site's order form it is usually pretty obvious when a real-time phone conversation will be necessary. I'm not a huge fan of talking on the phone either, so when I need to make these calls I will type up a basic outline of the questions I need answered (usually in Notepad, but including these notes in your order management system (e.g. QuickBooks) would be a good idea).

For cold calls you can keep a generic script handy to help walk the customer through the conversation with maximum efficiency.


I hate cold calls - I do have a generic spiel, but it can still be frustrating. Usually, when I finally speak to the customer on the phone to get their credit card info, I have the order partially filled out and the empty spaces prompt me for most of the questions, but I always have the email thread opened in front of me also.

 

I'll check emails on my android if I'm out, but almost always get back to a computer for anything but a short reply to a simple question.

kikiandkyle Posted 15 Jul 2013 , 9:32pm

ABoth my husband and I hate talking on the phone, to strangers at least. One of us usually ends up being forced to call someone because the other wouldn't do it. If I can send someone an email I will!

jenje Posted 15 Jul 2013 , 9:54pm

I definitely prefer dealing with orders on email, FB message or text. If I give someone a quote over the phone or in person, I always end up giving a price that is too low.

MadlyBaking Posted 16 Jul 2013 , 1:58am
Quote:
Originally Posted by jason_kraft 

The issue with iOS might be the default mail app, since it doesn't do a very good job threading emails. If you are used to a threaded conversation-based view in your inbox you will probably be confused. Gmail's app is much better.

 

 

I can't speak to iPhone IOS since I don't have an iPhone, but there's an option in Settings on the iPad to make threaded conversations the default.  I use both Gmail and my Apple mail accounts with no problems and all my conversations are threaded all proper-like. thumbs_up.gif

 

As far as the earlier reported problem with receiving delayed emails from iPads, I don't know what the problem might be.  I send and receive email from my iPad (and it's a first generation device) all the time with no difference in delivery from doing it on my laptop or desktop.  *lurks back to lurking, lurkily.*

jenmat Posted 16 Jul 2013 , 2:19am
Quote:
Originally Posted by Annabakescakes 


I am so glad I am not the only one! I get that way when someone knocks on my door, or when I have to go to the grocery store, too. Or my accountant. I barely leave my house... even though it is always fine and I am fine before I even get there, I just dread leaving the house. When I was a teen, I was so awkward I prefered the phone, so I didn't have to leave the house!

I have had emails just disappear from my iphone. No trace of them, at all. Not in the trash or spam, just gone. It happens as they load...and load and load, then poof! the next email above or below pops up and the previous email is gone. I have to log on the laptop to see it.

 

Quote:
Originally Posted by Annabakescakes 


Oh, I totally agree with this! I hate talking to strangers on the phone. I always wind up undercharging when I am on the dumb phone giving a quote. And most people have a general idea of what they want, or an inspiration plate or dress or vase, or swatch, so I steer the caller to just email me with the pictures and I just respond to the email and don't bother calling back, lol. If they call me, I ignore it and send them an email about 10 minutes later. Most everyone has a smart phone or tablet that is permanently stuck to their hands, so it works out fine.

When there are orders that don't have email, I just wind up making less money, and wing it a bit more... And I am sure I will get ripped for this, but I swear it is a sickness, some mental illness with me, I feel so strongly about it, so tough! Your tough words will be falling on deaf ears, I know it's weird, and I can't help it. I get enough business, and turn down clients, so you can just say I am "booked" and can no longer accept phone orders. I know everyone here loves the term.

I am in this camp too. I always sound like a blathering idiot on the phone. My prices also seem to magically come down when talking on the phone. I think it is a disease. The heartrate goes up, I can't remember what I just said, and most likely my child will come running into the bakery while I'm talking, wanting to show me her latest art project and then it goes downhill from there. 

howsweet Posted 16 Jul 2013 , 2:24am
Quote:
Originally Posted by jenmat 

 

I am in this camp too. I always sound like a blathering idiot on the phone. My prices also seem to magically come down when talking on the phone. I think it is a disease. The heartrate goes up, I can't remember what I just said, and most likely my child will come running into the bakery while I'm talking, wanting to show me her latest art project and then it goes downhill from there. 


I had that price coming down problem too and how i solved it was to ask the person if they'd like to hold while I price out the cake (or have me email them). they always want to hold, so then I put the phone down and get out a calculator just like I would if it were an email and come back with the price.

Annabakescakes Posted 16 Jul 2013 , 2:44am

A

Original message sent by jenmat

[QUOTE name="Annabakescakes" url="/t/761024/does-it-annoy-you-when-customers-want-to-carry-out-an-email-cake-order-on-their-iphone/15#post_7416329"] I am so glad I am not the only one! I get that way when someone knocks on my door, or when I have to go to the grocery store, too. Or my accountant. I barely leave my house... even though it is always fine and I am fine before I even get there, I just dread leaving the house. When I was a teen, I was so awkward I prefered the phone, so I didn't have to leave the house!

I have had emails just disappear from my iphone. No trace of them, at all. Not in the trash or spam, just gone. It happens as they load...and load and load, then poof! the next email above or below pops up and the previous email is gone. I have to log on the laptop to see it.[/QUOTE]

[QUOTE name="Annabakescakes" url="/t/761024/does-it-annoy-you-when-customers-want-to-carry-out-an-email-cake-order-on-their-iphone#post_7416296"] Oh, I totally agree with this! I hate talking to strangers on the phone. I always wind up undercharging when I am on the dumb phone giving a quote. And most people have a general idea of what they want, or an inspiration plate or dress or vase, or swatch, so I steer the caller to just email me with the pictures and I just respond to the email and don't bother calling back, lol. If they call me, I ignore it and send them an email about 10 minutes later. Most everyone has a smart phone or tablet that is permanently stuck to their hands, so it works out fine.

When there are orders that don't have email, I just wind up making less money, and wing it a bit more... And I am sure I will get ripped for this, but I swear it is a sickness, some mental illness with me, I feel so strongly about it, so tough! Your tough words will be falling on deaf ears, I know it's weird, and I can't help it. I get enough business, and turn down clients, so you can just say I am "booked" and can no longer accept phone orders. I know everyone here loves the term.[/QUOTE] I am in this camp too. I always sound like a blathering idiot on the phone. My prices also seem to magically come down when talking on the phone. I think it is a disease. The heartrate goes up, I can't remember what I just said, and most likely my child will come running into the bakery while I'm talking, wanting to show me her latest art project and then it goes downhill from there. 

Oh yeah, I get the 4 year old running into the bakery, chased by the 9 year old fighting, or someone ringing my bell wanting to know if I want to buy a vacuum, or get my clovers sprayed. I swear, I can't think straight. I blather into a tangent and get lost. I couldn't tell you my point if you put a gun to my head. I literally have to stand there, head up, eyes closed, with a finger in my ear to be able to concentrate.

jenmat Posted 16 Jul 2013 , 2:55am

Lol, and then we live in the country and every once and a while I get "reverb" on my cell when I'm talking to someone. Which means that I can hear myself talking a split second after I say anything. Yep. Phone-a-phobic.

Annabakescakes Posted 16 Jul 2013 , 3:07am

A

Original message sent by jenmat

Lol, and then we live in the country and every once and a while I get "reverb" on my cell when I'm talking to someone. Which means that I can hear myself talking a split second after I say anything. Yep. Phone-a-phobic.

LOL! I get that too! I get so flustered that I finally have to just tell them that I can hear myself talking like an echo, and it is driving me crazy! I try to joke and say, "If I am driving myself this nuts with my own voice, then I Must REALLY be driving you nuts! Why don't we switch to email and see it that works out better for us?"

BatterUpCake Posted 16 Jul 2013 , 4:12am

Nope...I despise talking on the phone. When anyone called in the past besides my daughter I would ignore then immediately text back...lol. Now that I am running a business now I try to be professional and answer the phone whenever possible, unless it is someone who I know...then I revert to my own ways. When I was a teen/twenty something I would run over anyone in my path to answer the phone.

Lucky6 Posted 16 Jul 2013 , 4:23am

A

Original message sent by MadlyBaking

I can't speak to iPhone IOS since I don't have an iPhone, but there's an option in Settings on the iPad to make threaded conversations the default.  I use both Gmail and my Apple mail accounts with no problems and all my conversations are threaded all proper-like. ;-D

As far as the earlier reported problem with receiving delayed emails from iPads, I don't know what the problem might be.  I send and receive email from my iPad (and it's a first generation device) all the time with no difference in delivery from doing it on my laptop or desktop.  *lurks back to lurking, lurkily.*

Lol I'm also a lurker who comes out from lurking once in a while....now back to my lurking zone..:grin:

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