Cake Central › Cake Forums › Cake Talk › Cake Decorating › How would you answer to a customer...
New Posts  All Forums:Forum Nav:

How would you answer to a customer...

post #1 of 22
Thread Starter 
Customer was ready to place an order, all details were out of the way. She wants to pick the order up, I am all for it. 1.5 hours away, not till end of April. I quoted her or offered to pick the order up from my location. She came back to me, furious that I quoted so much, saying that another baker gave her much lower delivery quote and she will have to talk to her husband. Most likely, delivery price that what did her in... Kinda disappointed, because I already invested myself into all the details, but not enough to budge on the delivery. I dont know what gas prices are going to be in April, its $4 right now and 3 hours of my time. So if any of you could help me with some wording for my reply to the customer (never happened to me before, lucky, I guess). Something kind but firm, polite but not mushy...
post #2 of 22
I read that she wants to pick it up.....I don't get why she cares about the delivery charge?
*Top 100 Designers in The USA, Brides Magazine, 2013*<---little ole' me!
Birthday Cakes
(2 photos)
Birthday Cakes
(2 photos)
Reply
*Top 100 Designers in The USA, Brides Magazine, 2013*<---little ole' me!
Birthday Cakes
(2 photos)
Birthday Cakes
(2 photos)
Reply
post #3 of 22
Thread Starter 
Because now she wants the delivery...
post #4 of 22
I would evaluate how important the order is to you. I'd rather lose a little bit and keep a big order. I have no idea how much you are making on this order, or if you would be hurt to budge on price...so I guess you have to evaluate that yourself.
*Top 100 Designers in The USA, Brides Magazine, 2013*<---little ole' me!
Birthday Cakes
(2 photos)
Birthday Cakes
(2 photos)
Reply
*Top 100 Designers in The USA, Brides Magazine, 2013*<---little ole' me!
Birthday Cakes
(2 photos)
Birthday Cakes
(2 photos)
Reply
post #5 of 22
Darling work by the way!
*Top 100 Designers in The USA, Brides Magazine, 2013*<---little ole' me!
Birthday Cakes
(2 photos)
Birthday Cakes
(2 photos)
Reply
*Top 100 Designers in The USA, Brides Magazine, 2013*<---little ole' me!
Birthday Cakes
(2 photos)
Birthday Cakes
(2 photos)
Reply
post #6 of 22
How much are you charging for delivery, and how much is the total order?
post #7 of 22
Thread Starter 
The total order is little over $200, and delivery is around $75
post #8 of 22
$75 is more than reasonable, we would have charged $180 for delivery alone for that order. If the customer is not happy with the delivery charge I would recommend politely wishing the customer the best of luck on their event and that you hope you can serve them in the future.
post #9 of 22
That $75 barely covers the tank of gas you will use and a crappy meal at a drive-thru since you will be eating one of your meals on the road.

Gas goes up every Spring as they have to change back over to summer fuel mixes for all of the gas.

$75 is a bargain.
post #10 of 22
Thread Starter 
The other baker quoted her $40. I dont know how that is possible....
post #11 of 22
I think the delivery price is fine regardless of the price of the cake. The price doesn't matter becauae you still have to drive to the location. One of our local bakeries here in Ft.Lauderdale/Miami charges $85 and that is only within the same county. she charges even more if it is in other counties. If she doesn't want to pay for the fee, then she can pick it up. You can maybe pick a halfway location and bring the cake over there, for a lesser charge, so that she can take it to the final place.
I wouldn't lower the price because you would essentially be saying that you know you are charging too much and you just wanted to get as much money as you could. It takes time, money gas, etc etc to deliver the cake and If she wants it delivered then she needs to pay.
I wish I could tell you how to be nice but i struggle with the same thing. I just recently started to value my own time and I'm just starting to be more assertive even if that means losing business. If you do it once then she is going to expect the same thing again and the same thing is going to happen if she refers you to someone else.
I hope that what I wrote makes sense because I am using my phone icon_wink.gif

Good Luck!
post #12 of 22
.......Gas goes up every Spring.....

Yes and I just heard on tv last night that by spring many places can be paying over $4.59 a gal.
post #13 of 22
We use $6/gallon for budgeting gas costs (for both personal and business budgets), and we increase that figure by $1 every few years for inflation. In Europe people routinely pay $8-10+/gallon, there are so many external environmental costs that are not being factored in to the US price there's no way it can stay as low as it is for much longer.

Re the other baker charging $40, they might be considerably closer to the customer, or the customer could be lying.
post #14 of 22
I charge by the mile, assuming it was 75 miles away, I would've charged her $112.50.
Beginners, be sure to parrot advice and get your post count up as fast as you can. After all, it's not what you know, it's what people THINK you know.
Reply
Beginners, be sure to parrot advice and get your post count up as fast as you can. After all, it's not what you know, it's what people THINK you know.
Reply
post #15 of 22
Don't I know about the cost of gas in the UK :'( We pay £6 per gallon which is the equivalent of $9.50/gallon... it's ridiculous!

Anyhow... I wouldn't budge either. I would say something like... "I apologise that the delivery charge wasn't what you were expecting, however with the current economic climate it is necessary to take into account the rising fuel charges. Given the distance we would need to travel, the $75 charge is unavoidable. As an alternative, the option to collect is still available should you wish to proceed with your order.

Wishing you the best with your event.. blah blah blah... etc.. "

HTH
New Posts  All Forums:Forum Nav:
  Return Home
  Back to Forum: Cake Decorating
Cake Central › Cake Forums › Cake Talk › Cake Decorating › How would you answer to a customer...