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Please Help quick! Customer 'about' to complain.... - Page 2

post #16 of 21
While you don't know what your employee told the family, you also don't know what the family heard. People tend to hear what they want, and convientely forgot what they don't want to hear. Judging by your past experiences, your employees do a great job at explaining serving sizes. But no matter how clearly you explain something to some people, they are going to hear it the way they want, and subsequently complain they didn't get what they ordered! And as we all know, the size we quote for cake servings is not a American serving size. Here in the U Of A everything is expected to be supersized - this is why we have so many obesse children and adults (Me being one of them!) Any who, follow your normal procedures for complaints of this nature and hope that if this is not clearly a missunderstanding, that these people go elsewhere to get their supersized servings of party cake!
post #17 of 21
Rose, you said it in a nutshell! thumbs_up.gif

Here's some links with reference to the KFC story. (As you can see, I reference it a LOT! icon_redface.gif )

http://forum.cakecentral.com/cake-decorating-ftopict-597044-kfc.html (best one)

http://cakecentral.com/cake-decorating-ftopict-620115-kfc.html

http://cakecentral.com/cake-decorating-ftopict-619064-kfc.html

http://cakecentral.com/cake-decorating-ftopict-606836-kfc.html

http://cakecentral.com/cake-decorating-ftopict-598960-kfc.html

http://cakecentral.com/cake-decorating-ftopict-603186-kfc.html

http://cakecentral.com/modules.php?name=Forums&file=viewtopic&t=598660&postdays=0&postorder=asc&highlight=kfc&&start=15
post #18 of 21
it might be a good idea if you make up a stryrofoam cake slice of varying thicknesses to match your cakes so customers can see what a serving size really is. Its not your fault if they serve chunks. Keep all your servings based on a standard and the dummy slice will show them how you come up with your numbers, its up to them if they want to cut smaller or bigger slices. As for designs not being up to par, unless they specifically come in with a drawing for you to copy, your decorators are not mind readers. I know i hate it when the order reads 'make it festive' yea, right, what is that supposed to mean!!!
post #19 of 21
I NEVER tell customers "This cake serves 50 people". I always say something like this, instead, "This cake contains 40-50 servings"
post #20 of 21
First, I hope it all works out for you icon_smile.gif

IMO it's a pretty big range to tell someone a cake feeds between 25 and 40 people. You might want to narrow it down a little, so that your ranges are within 5 to 10 servings (this cake feeds 15-20, that cake feeds 20-30, etc.)

That way your clients will order a more accurate size cake and you won't have to worry about complaints that the cake was too small.

Do you have a serving chart that you go with (Wilton, Earlene's)? I would pick one and also have a diagram to give your customers to show them how to cut the cake so they get the right amount of servings .
Tact is telling someone where to go so nicely they can't wait to take the trip!
Reply
Tact is telling someone where to go so nicely they can't wait to take the trip!
Reply
post #21 of 21
First, I hope it all works out for you icon_smile.gif

IMO it's a pretty big range to tell someone a cake feeds between 25 and 40 people. You might want to narrow it down a little, so that your ranges are within 5 to 10 servings (this cake feeds 15-20, that cake feeds 20-30, etc.)

That way your clients will order a more accurate size cake and you won't have to worry about complaints that the cake was too small.

Do you have a serving chart that you go with (Wilton, Earlene's)? I would pick one and also have a diagram to give your customers to show them how to cut the cake so they get the right amount of servings .
Tact is telling someone where to go so nicely they can't wait to take the trip!
Reply
Tact is telling someone where to go so nicely they can't wait to take the trip!
Reply
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