Everything that could go wrong went wrong the day of the event. While I was making the cake decorations I found out that our dog was missing and it took me thirty minutes to find him. My main decoration that I spent an hour and a half broke when I was finally ready to set it in the cake. Thankfully, i made extra flower decorations to use as a topper for the cake. My frosting was not setting up (I think it got too hot at the kitche).
This is my first paying customer and first delivery. I underestimated my time. I was suppose to deliver between 3pm and 3:30pm. By 3pm, i tried contacting my client but got no answer. I texted her to let her know that I am running late. At that point I was not even done with my decorations. I had three other people trying to help me to get the cake decorations on the cake as quickly as we can.
I didnt notice that she called my phone. So when I finally left the house, I was already an hour late for my delivery time. I was calling her while we were driving but she was not answering. She finally answered on my 6th call and she was really mad and upset and frustrated. She told me at that point she didn't want the cake and that she didn't want to talk to me because the party was over at that time. I apologize to her stating that I underestimated the time I needed. She told me to meet her at her ex husband's place to deliver the cake.
So when we got the address she gave me, her ex husband already pulled up at their driveway but did not acknowledge us. So I contacte her again and I asked her what she wanted me to do. I told her I am giving her a full refund of the money she paid me. She told me to just leave the cake with her ex husband and we'll talk about it later.
I feel so embarass about the situation because I work in the same building as her and felt bad that I did not deliver on time.
I know that I have to prep most of the work two days in advance. I still have a full time job, so I'm doing the business on the side for right now.
Any advice on what else I could've done better?
Also, I have a question about charging clients. For this cake, I only charged her for 30 servings when the cake pan size that she wanted was for 40 servings. I also did not charge her for the fondant decorations I made. When she first approached me, she was hinting that it was expensive and that for the estimated amount the cake better taste good and should really look good. She alao hinted that she originally wanted to just buy a store bought cake becausw it might be cheapee. I only charged her $120. It was a pillow cake covered with pink fondant and the flower fondant decorations. The topper was supposes to be tiara but it broke the last minute. Was I over charging her?
What is your policy for rush ordera? Or do you accept rush orders?
Should I still accept orders from people I work with? I am asking this because I am worried that I will have a bad name because of what happened. I don't know if she will say something to the other people that we work with in our building since almost everyone knew that I was making her daughter's birthday cake.
I am going to see her tomorrow at work and planning on giving her money back since I didn't see her when I delivered the cake at her ex husband's. How should I handle the situation? I know I am going to apologize profusely for what happened.
Thanks in advance!