I've Flippin' Had It!! Would Like To Sell My Shop.
Business By ButtercupMama Updated 17 Mar 2009 , 5:13pm by GenGen
It sounds like things are going to be great for you.
Good for you for taking the problems apart and dealing with them one by one. You are going to feel so much better.
How exciting. It will be like walking into a new business.
Bad Customers Beware - There's a new kid in town. 
-Debbie B.
1. I love it 
Post a sign in your shop...."Verify order before leaving. We can't fix it once it leaves the bakery" OSLT
2.MOst excellent! 
*Blacklist of customers we no longer feel comfortable serving is posted for the staff, so names are quickly recognized.
*I have begun an order for some fresh signage with my local sign shop; one of which will be a beautifully professional "Policies" sign, which will be lovingly displayed by my register. *sparkle!*
*We want you to be thrilled with your cake! In the event that you are unhappy with the finished design upon pick-up, we will make every effort to change it to your liking while you wait!
*7 days notice is required to place your order; orders placed with less than 7 days are subject to a rush charge.
*No changes or cancellations will be allowed with less than 7 days notice.
*Once cake has left the premises, no refunds will be given.
*We cannot be held responsible for cakes damaged after leaving our shop; cakes are fragile...please use good judgement regarding transport and harsh weather!
3: Perfect!!
heyyyyyyy...that sounds too cute to overlook...
"... speak now or forever hold your piece!"
Hope things start to look up for you.
Do you have a set limit of cakes to accept per week? if not you should that way you are not over whelmed.
Also, do you shut down for yourself. I know a few people who do. They close for 1 1/2 - 2 weeks during the summer to spend with the kids (same time every year so regular customers know) and some times they close after Christmas for few days or until the new year. Kids are out of school more time with family. Have this may help you know you have specific time you will be down. Also, take a Saturday off (your the boss schedule it and just make sure their are not difficult cakes due that day and let the staff help)
Good luck, now go get a massage or a bubble bath (both will help you relax, get the massage then soak in a bubble bath) you will sleep great that night.
Once looked at and approved before paying it's out of your hands. If the writing is the wrong color and it wasn't pointed out it's not your issue. Once a person becomes rude on the phone tell them you will look into the issue and get back to them in 2 days time. Don't tolerate abuse.
You list looks wonderful. Good luck
[quote="ButtercupMama"]
2 weeks ago I had a woman who was so unhappy that I wrote her son's name on the cake in white instead of blue, she wrote a letter to the BBB. I offered to fix it as soon as she called me to complain. She said I had to send a decorator out to her house an HOUR away immediately or she wanted a full refund of her whopping 30 bucks.
The BBB complaint letter is full of lies; I assume the truth sounded as stupid as it was, so she embellished...majorly. This will end with me having an "F" rating, as I won't give her a penny.
quote]
I am not knowledgable about the BBB, but is there some action that you can take to refute her report. Maybe a notarized statement from you regarding the incident and submitted by your attorney. If any of your employees were witnesses to her rant...
There has got to be some recourse for a wrongly accused business.
I'm sorry for this happening to you. I've been a nurse for 31 years and the number of people grateful for my help far outnumber the kooks who think we are there to get them what they want when they want it. Unfortunately, the cranks are the ones we tend to remember.
It sounds as if you are making positive steps to make you business and personal life better. God Bless you in this endeavor.
You own your business, it's yours--Don't let some crazy jerks yelling about anything run you out. Get rid of them, and do it right. We definitely need to have thick skin for some of these people, do our best to fix anything within reason, or refund/take back mistakes, BUT we also have draw a very firm line about how much crap we'll actually take from them. Some people will not be pleased, and these are the ones to weed out. Tell them you're booked, you're sick, you're closed, you've moved to Mongolia, whatever, just don't take their orders any more.
In my DH's (retail) business, I'm the Mary Alice, so I get the nut jobs on the phone who want to call and yell because they're old and crabby and I'm just a girl, and I need to shut up and listen. So. I've developed what I call the NOSALES list. First, when the phone rings here, I check caller i.d. and pull them up in the computer before I answer it, so I know who I'm talking to before I say hello. IF they've been awful before, they get a 'NOSALES' next to their name, so John Johnson, who yelled at me about $8.00 worth of NOTHING and refused to be pleased on his last order, is now...'Johnson--NOSALES, John.' See how that jumps out at you? If the phone rings and I see one of those pop up, I will never pick it up. Ever. I don't care if we're totally out of sales, these people will never get through to a human on my phone line. It's our business, and we reserve the right to absolutely NOT do business with rude customers who like to yell at secretaries. By all means, shop elsewhere...be my guest. Buh BYE 
I like the "once the cake leaves the premises, it's yours" rule. Point that one out, clearly, and that should help. You'll be alright...hang in there.[/code]
Also, do you shut down for yourself. I know a few people who do. They close for 1 1/2 - 2 weeks during the summer to spend with the kids (same time every year so regular customers know) and some times they close after Christmas for few days or until the new year.
This is good advice.
Thanksgiving is OUR family holiday and I dont' book anything that weekend (plus it interferes with Black Friday shopping day! 
). I also just recently decided that Monday *IS* my day off. Wow, what a difference that makes! Never thought I'd look forward to being able to clean house, but it really gives me a chance to recharge my batteries just by doing normal-life stuff ... and that includes couch-potato'ing in the mornings with coffee and watching Golden Girls on Lifetime for an hour or so! Family likes it because we get a real meal on MOndays, now! (haven't you heard? caterer's kids live on fast food because we don't cook at home! )
I would suggest you add that any complaints after they leave the shop should be made EXCLUSIVELY by writting (postal mail or email) to the "Customer Service Department". This is because, no matter what you do, there will always be someone trying to complain afterwards; if they are forced to write, half of them will just let it go.
Or you could also add a note on the sign that says something like: "Please, ask for our full policies" or "Full policies sheet available on request", etc. Then, put eeeeevery thing you want in there, print it out and have it on hand. Hang it on your webpage. Email it to your telephone orders. And always ask customers to read them in full and confirm that they agree with them (by writing, verbally, whatever) if you feel they could be the troublesome kind.
Take a picture of all cakes when they are ready before delivery/take out, and keep a record.
I think the idea of THE CUSTOMER IS ALWAYS RIGHT is deeply rooted in american culture. Here in the "old continent" things are a bit different or, to be more exact, are the other way around (which isn't good, either). When we work with public we learn to be better customers. And being a customer in Europe teach you to let go unimportant things and complain only when you're being really ripped off.
I am glad you are hanging in there for a little while longer. I think having your policies posted will help. I hate that people can be so mean. You are doing something great with your life; you should really be proud of yourself.
I hope you do find time to spend with your family. I know how important that is!
I wish you the best and hope everything works out for you. Keep us posted!
I would suggest you add that any complaints after they leave the shop should be made EXCLUSIVELY by writting (postal mail or email) to the "Customer Service Department". This is because, no matter what you do, there will always be someone trying to complain afterwards; if they are forced to write, half of them will just let it go.
Or you could also add a note on the sign that says something like: "Please, ask for our full policies" or "Full policies sheet available on request", etc. Then, put eeeeevery thing you want in there, print it out and have it on hand. Hang it on your webpage. Email it to your telephone orders. And always ask customers to read them in full and confirm that they agree with them (by writing, verbally, whatever) if you feel they could be the troublesome kind.
Take a picture of all cakes when they are ready before delivery/take out, and keep a record.
I think the idea of THE CUSTOMER IS ALWAYS RIGHT is deeply rooted in american culture. Here in the "old continent" things are a bit different or, to be more exact, are the other way around (which isn't good, either). When we work with public we learn to be better customers. And being a customer in Europe teach you to let go unimportant things and complain only when you're being really ripped off.
excellent points. i like having the policy available etc.. whenever we have some one check into the hotel and sign their check in slip, we always say to them 'i need you to read and sign this, this states our rules and (etc) and verifies your reservation is what you reserved etc" and now thanks to a few guests we have to add on "our new instated policy enforces that should there be evidence of (this) (this) and (this) found up check out a fee of ($) will be added to your bill. it raises a few eyebrows, gives a few chuckles but gets folks attention plus ina few places gets them to glance back over the other rules again to make sure they didn't miss anything.
as to the taking pics of cakes before they leave your premises i agree too. i always do this too for cake orders (i'm not a business just a hobbyist and do cakes for friends and family etc) just incase something happens on the way, we can at least see how it looked before the disaster.. hence the snoopy cake in my profile... half way there, it fell apart, no matter what i had for support lol.. was the first time this ever happen to me.. there's always a first of something for everyone 
You TOTALLY need a day with the kids. Lots of people take Sunday and Monday (weddings being generally on Saturday means that you might not be as busy on Sunday and Monday, I think that it's Leahs that does that, ask her!).
ALSO... SO many places, particularly gov't places, have signage that says that they do not tolerate ANY abuse of staff. Make sure that you say something like that!!! My mom has a roll of toilet paper that says "John Wayne Toilet Paper... It doesn't take CRAP off anyone!!!"
Good luck! I wish you all the best!
Edited to add: And don't you wish that you were mean enough back to just say "Oh, You don't like it? What can I do? Nothing? Then take your money and I'll keep your d***** cake!!!!"
With 158k a year you're doing something right.
You need a Mary Alice--someone sharp, confident and firm who can handle conflict. If you lose a few customers who are difficult, you've merely lost some stress
Do what you're best at and enjoy the most
Delegate the yuck
I'm closed on Sunday and Monday. When I first opened my store I was only closed on Sunday and that lasted about 2 months. Every Sunday I found myself laying on the soffa unable to function, and crying because I didn't want to work the next day. I had no time for errands, laundry, bank and post office, etc.
After a couple of weeks of being closed on Sundays and Mondays I felt like a new person.
When I say closed I really mean CLOSED. No cake pick-ups, no going in to *just finish up that* etc.
I'm closed on Sunday and Monday. When I first opened my store I was only closed on Sunday and that lasted about 2 months. Every Sunday I found myself laying on the soffa unable to function, and crying because I didn't want to work the next day. I had no time for errands, laundry, bank and post office, etc.
After a couple of weeks of being closed on Sundays and Mondays I felt like a new person.
When I say closed I really mean CLOSED. No cake pick-ups, no going in to *just finish up that* etc.
Abso-freaking-lutley! I could have written this. When I added Monday as my REAL day off, it made SUCH a difference!
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