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post #46 of 63

i have to agree that this is a lesson learned.  Just be sure to be as clear as possible in the future. Create a set of rules and make customers aware of your policy. You don't need to spell out every detail to every customer verbally but for your own reputation make sure all your terms and conditions are available somewhere. Whether its on your website or on a printed handout. Also figure out your business model. This will make things much easier. Figure out what you want to offer and stick with it. You can't be everything to everybody and you shouldnt try. Have guidelines for yourself and work within those.
 

post #47 of 63

No matter how many policies you have in place and how clear you are you'll still run into people who ignore them. You shouldn't feel worried about "getting a reputation" from not taking someone's business...Maybe you'll get the reputation of someone who won't put up with their nonsense!

 

I have an EXTREMELY comprehensive FAQ page which some people read and some people don't. I recently had a very annoying pre-booking communication with a client who refused to listen to anything I told her, was very demanding, and ignored my policies until I finally just wrote and told her that I was booked for her date. I had had enough, and there's no reason why I should have been required to make a cake for her regardless of whether she was under the impression that harassing me constituted booking my services. Never apologize for standing up for yourself, just be professional and polite about it.

post #48 of 63
Quote:
Originally Posted by costumeczar View Post

No matter how many policies you have in place and how clear you are you'll still run into people who ignore them. You shouldn't feel worried about "getting a reputation" from not taking someone's business...Maybe you'll get the reputation of someone who won't put up with their nonsense!

I think the reputation issue comes into play if you are not clear about when an order is confirmed or not, and you start seeing a pattern of having to turn away customers who thought their cake was already finalized.
post #49 of 63
Quote:
Originally Posted by jason_kraft View Post


I think the reputation issue comes into play if you are not clear about when an order is confirmed or not, and you start seeing a pattern of having to turn away customers who thought their cake was already finalized.

In this case, though, it's one customer, which  is hardly a pattern,  and the OP is being told that this will ruin her reputation (not by everyone of course) but that won't be the case. This was definitely a learning experience, but my point is that you can be super clear with some people and they'll still hear what they want to hear. You shouldn't live in fear that not doing a cake for one demanding customer will ruin your business.

 

The customer I mentioned was on the phone with me and the conversation went like this:

 

Her: I want to try these ten flavors at my appointment.

Me: I do a standard basic assortment, I don't do custom flavors for appointments.

her: When can I make an appointment to taste those flavors?

Me: I won't be doing those flavors at any appointments, I only do the standard ones so that you can get an idea of what my cake is like.

Her: I'll send my sister to pick the samples up, will email both of you.

 

When I got the email addressed to her sister and to me, it said "Kara has agreed to do the following samples" with a list of the ones I told her I wouldn't be doing. And it just got better with every further email until the day I told her I wasn't going to deal with her anymore.

 

I've also told people that I don't take orders without a deposit and had them be offended when they didn't send in a deposit and lost the date. You can't save some people from themselves.

post #50 of 63
Quote:
Originally Posted by costumeczar View Post

No matter how many policies you have in place and how clear you are you'll still run into people who ignore them. You shouldn't feel worried about "getting a reputation" from not taking someone's business...Maybe you'll get the reputation of someone who won't put up with their nonsense!

 

I have an EXTREMELY comprehensive FAQ page which some people read and some people don't. I recently had a very annoying pre-booking communication with a client who refused to listen to anything I told her, was very demanding, and ignored my policies until I finally just wrote and told her that I was booked for her date. I had had enough, and there's no reason why I should have been required to make a cake for her regardless of whether she was under the impression that harassing me constituted booking my services. Never apologize for standing up for yourself, just be professional and polite about it.


I completely agree. We can be as clear as possible as still people either don't listen or choose to ignore what you're saying.  there will always be those customers but atleast we can tell them we dont want their business. How do you go about taking deposits to secure orders?

post #51 of 63
Quote:
Originally Posted by BakerBee7468 View Post


I completely agree. We can be as clear as possible as still people either don't listen or choose to ignore what you're saying.  there will always be those customers but atleast we can tell them we dont want their business. How do you go about taking deposits to secure orders?

I send them home with a contract after a tasting appointment and they have to send it back.Some people book without an appointment but they contact me before to get the information they need then send the deposit in. If they don't send a deposit and a signed contract in they have no contract with me...

 

Even with that people will blame you when they mess up. In 15 years I've had two people not send the contract back and just call me to say "Calling to confirm the cake." Considering that neither of them had sent a deposit or anything, and they'd had no contact with me at all after the initial meeting, I can't really see how they thought they had a booked cake, but they did. I worked both of them into the schedule since they were panicking. One was very happy, and one wrote a nasty review online about how unorganized I was because she didn't send the contract in. Go figure, no good deed goes unpunished.

post #52 of 63
Quote:
Originally Posted by costumeczar View Post

I send them home with a contract after a tasting appointment and they have to send it back.Some people book without an appointment but they contact me before to get the information they need then send the deposit in. If they don't send a deposit and a signed contract in they have no contract with me...

Even with that people will blame you when they mess up. In 15 years I've had two people not send the contract back and just call me to say "Calling to confirm the cake." Considering that neither of them had sent a deposit or anything, and they'd had no contact with me at all after the initial meeting, I can't really see how they thought they had a booked cake, but they did. I worked both of them into the schedule since they were panicking. One was very happy, and one wrote a nasty review online about how unorganized I was because she didn't send the contract in. Go figure, no good deed goes unpunished.
Yeah, some people are that way. Now what form of payment do u allow people to pay in? Cash only, credit card??
post #53 of 63
Quote:
Originally Posted by BakerBee7468 View Post


Yeah, some people are that way. Now what form of payment do u allow people to pay in? Cash only, credit card??

Cash, check, credit card, money order, pennies in bags and magic beans. They have no excuse.

post #54 of 63
Quote:
Originally Posted by costumeczar View Post

Cash, check, credit card, money order, pennies in bags and magic beans. They have no excuse.
Ha, pennies and magic beans. Don't think I'll take those forms of payment.
post #55 of 63
Quote:
Originally Posted by BakerBee7468 View Post


Ha, pennies and magic beans. Don't think I'll take those forms of payment.


lol not pennies but someone did pay me $350 in 1 dollar bills one time.  Never again!

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post #56 of 63
Quote:
Originally Posted by Ginni View Post

Quote:
Originally Posted by BakerBee7468 View Post

Ha, pennies and magic beans. Don't think I'll take those forms of payment.


lol not pennies but someone did pay me $350 in 1 dollar bills one time.  Never again!
Ugh! I hate taking singles. A wad of them from a good looking person just makes my skin crawl. I try to use my card and if I touch singles, it is time to get the hard sanitizer out. I have this fear of them since I went to the strip club to pick up my ex and his brother. I waited outside for 20 and couldn't get him on his phone, so I went in and looked around and this waitress walked past me with a single stuffed... Um it looked like a little tail, but real low... I'm no prude, I just thought the money was generally put at the waist line. I hate touching money. Ugh.
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.
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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.
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post #57 of 63
Quote:
Originally Posted by Annabakescakes View Post


Ugh! I hate taking singles. A wad of them from a good looking person just makes my skin crawl. I try to use my card and if I touch singles, it is time to get the hard sanitizer out. I have this fear of them since I went to the strip club to pick up my ex and his brother. I waited outside for 20 and couldn't get him on his phone, so I went in and looked around and this waitress walked past me with a single stuffed... Um it looked like a little tail, but real low... I'm no prude, I just thought the money was generally put at the waist line. I hate touching money. Ugh.

Ha ha ha! Yep, that many dollar bills means one of two things! They were in a g-string/or were intended to go in a g string, or someone just had a yard sale. icon_lol.gif

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post #58 of 63
Not necessarily. I bartended all through uni and grad school and always had lots of dollar bills.
post #59 of 63
Quote:
Originally Posted by Godot View Post

Not necessarily. I bartended all through uni and grad school and always had lots of dollar bills.
I know not all bartenders do this, but I can't mention what I saw this guy do, and then grab tips of the bar and serve more drinks.... I did turn him in to health department and the club the next Monday after, but went in 3 months later and he was still there so I left.

A hint: an overly made up, drunk ho in a very short skirt was involved, and the guy at the health dept was SICKENED.
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.
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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.
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post #60 of 63
But I didn't think of the money being soiled until you mentioned bar tending and I thought of it again. I was worried about my drink. I don't like to drink out of plastic cups even at home. I like a spotless glass. Not one smudge or speck, or streak.... None of what was on that guys fingers, for sure.
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.
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