Hey everyone. Just wanted to post and get some opinions on this...
Turns out I had a lady contact me and asked me how much I would charge her for a 6'' cake and 30 cupcakes. I just moved to a different state and wanted to develop new clients so I decided to charge her a lot less thinking this would help me get more clients.
I quoted her $70 for the 30 cupcakes and the six inch cake. She loved the price of course! I then asked about theme, color choice, design...she asked me to give her some ideas as to what design to get. I shared a picture of an owl cake online with cupcakes and was very specific mentioning I was referring to the pillow-top cake design for the 6'' cake and I told her I could try to get the baby's name some where in there (baby shower theme). The idea picture I emailed had some owls, she said she didnt want the owls. The order was for delivery on Saturday. I emailed Thursday to confirm everything and I summarized it again: "Just want to confirm your order for tomorrow...6'' Cake, pillow top design, baby's name somewhere. 30 cupcakes on the side - vanilla...etc." She then responds saying she wants me to keep the birds in the picture...I asked what birds and she was referring to the birds and owls that were handcrafted on top of each cupcake. I then told her that it was not included in the price I quoted and if she wanted to add them, she would have to pay extra for that and I would need to know immediately in order to make them and have time to set. She didn't like the idea of the price, and then responded saying to keep the original design and everything I mentioned in the confirmation email.
Turns out...4:40PM on Friday, I get an email saying to add the owls and birds that she is willing to pay any extra cost. I didn't see the message til about 1AM when I was done with her order and cleaning my kitchen. I responded yet again and said there was no possible way as the pieces would not have time to set and this was to be delivered at 9:30AM.
Saturday morning I check my email and she said : "if you can please add anything with owls, even if its something that does not require enough time to set...if not I understand"
So I decided to go online, printed some owls, took out my cricut, and hand-made 30 owl pieces from paper as toppers to have something in there. I go off to deliver...(yes..i didn't even charge delivery...stupid me trying to be nice). When I arrive, they barely give me the $70...did not want to pay the additional fee for the extra toppers that I crafted this morning...her husband says "I don't think those are worth the extra...besides I thought you said you couldn't do them." I then explained that I got 2 emails saying that they wanted me to add whatever it was regardless of the cost. The girl then says "well what about the set-up?" - she was referring to the cupcake stand that she saw in the picture. I said "that was not included in the price I quoted nor did we even talk about it being included"...at this point, I am livid. I just said "forget it....just leave it as is" and left!
Where did I go wrong? Has this happened to anyone in the past? I feel like they insulted our business, and didn't even appreciate the time and effort put into the cake! Did she seriously think she was going to get a cake with a 3-D owl, 30 cupcakes with hand crafted birds and owls for $70 and the stand?
Attached is the picture of what I quoted, and delivered based on all of our conversations.
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