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Need a response to a Customer

post #1 of 64
Thread Starter 

Sheesh I need to respond to an email that pisses me off so much that I can't not show my anger in my response, so I can't figure out how to write back. For a cake due this weekend they pulled the lower guest count today....5 less people..........5!!!!!!!!!!!!

 

And they want me to take out 5 servings so they can pay a couple bucks less! URG......

 

Help, please............what's a reasonable response to that kind of email with-out showing how mad it makes you????

 

(I'm only human and it that kind of thing makes me now dread doing their cake. So much for putting your best effort into something that isn't appreciated.)

post #2 of 64
Wow... talk about cheapskates! I'm so cheap I've been known to pinch a penny so tight it squashes out to the size of a nickel and even I'm not that bad! Was there a contract stating no changes made after x date? How many servings did they originally order?
post #3 of 64

How about no with a capital NO! That is crazy.

 

Dear customer:

I am sorry that you will have fewer guests at your wedding than expected, but at this late date, it is not possible to change the number of servings you have ordered for your event. A lot of time and preplanning goes into your cake in order to make it special for you. This planning includes the construction and sizes for all tiers, decorations, etc.

 

Since you agreed to X servings in our contract, I will be making your cake with and expecting payment for that amount of servings. I am sure that you and your guests will enjoy the cake and sharing your special day.

Best regards,

post #4 of 64
Could you maybe tell them the design you've agreed on is dependent on the serving amount and cannot be changed at such a late date?

Something like that. Or that because there's already a contract in place and there's only DAYS before the event that no changes can be made.
post #5 of 64
Nope. Doesn't change the amount of work for you, one little bit and nor the cost of ingredients, etc.What, they want a refund for the servings? Surely they've paid in full already.
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post #6 of 64
I see not. Yet another of the million reasons for payment on full WEEKS before event. icon_wink.gif
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post #7 of 64

How cheap!? Was there a date in the contract that stated that you will not accept changes after X date? If so, you can always refer back to that.

 

"Hello _____,

 

Thank you for getting in touch with me regarding your guest count. According to our signed contract, no changes can be made to the cake after the date we agreed upon. I apologize for the inconvenience and I look forward to working with you for your special day."

 

Something like that.....?

post #8 of 64
Because they unfortunately still owe money and they already display unreasonable expectations, I would probably suck it up and knock off the 5 servings. If it comes down to that and them being happy and praising you, or badmouthing you over 5 lousy servings...I'd eat the $20, or whatever it is. And never make that mistake again.
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post #9 of 64
Pick your battles. This ain't one of them. Full payment in full from now on, abd you'll never have a story like this again. I said no before because I didn't realize they still owed you.
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post #10 of 64
But you know them better than us, it's probably a judgment call I'd make on the spot depending on the circumstances. Ramble ramble ramble Jamie...Lol
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post #11 of 64

Agree with AZ- I thought they had paid in full

post #12 of 64
Quote:
Originally Posted by Stitches View Post

Sheesh I need to respond to an email that pisses me off so much that I can't not show my anger in my response, so I can't figure out how to write back. For a cake due this weekend they pulled the lower guest count today....5 less people..........5!!!!!!!!!!!!

 

And they want me to take out 5 servings so they can pay a couple bucks less! URG......

 

Help, please............what's a reasonable response to that kind of email with-out showing how mad it makes you????

 

(I'm only human and it that kind of thing makes me now dread doing their cake. So much for putting your best effort into something that isn't appreciated.)

 

Did you have contract in place stating the last date they can make changes to their order? If so, stick to your contract if not then unfortunately you will most likely have to revise the cake/price to accommodate their request.
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post #13 of 64

Oh. I see they haven't paid in full. I agree with AZCouture....especially on wedding cakes. Full payment at least two weeks prior from here on. If you want to take money off for the 5 servings (...that sounds crazy to even type...) then I could see you doing that since they haven't already paid the complete balance. It's a relatively inexpensive lesson learned. I'm not saying it's fair to you, but....

post #14 of 64
Is it possible that the customer just doesn't understand how wedding cakes are dealt with? They may think it is similar to giving a head count to the venue. Perhaps try explaining that to them first. It may just be a misunderstanding. Good luck!
post #15 of 64
Thread Starter 

Wow are you guys fast with the help! Thanks.

 

It is a repeat customer, as such I waive deposits and don't require contracts on small cake orders. BUT still not my ideal customer base as she and her group are always pinching me for extras, discounts and last minute lowering of counts. WHICH is ALL completely my fault! I haven't had a lot of this kind of work so I hadn't set up rules around it. From the time I posted this question until now, I was correcting my website and I added a final count deadline of 10 days before an event.

 

It's for a hockey jersey cake...........

 

After my immediate anger has passed I think I will take Az's advise and choose my battles wiser (and continue working wiser). Her network of friends has been the bulk of my specialty cakes. Until I have more ideal clients I'm not going to battle over 5 servings. But I'm still not happy.............it takes all my enthusiasm out of making that cake now..........I hate that............

 

thanks guys...........I guess my mini crisis is settled.

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