Here's the quick and dirty:
I am scheduled to do a wedding cake next week w/ a monogram topper. The company I ordered from called on Monday to say they would have to order from a manufacturer and could not have it shipped to me in time. I immediately called the bride and explained. She was dissappointed and I explained to her that she could order them from alternative sources but it would cost more and she would have to pay for it. I offered her the free use of a porcelain topper I have and she opted to go w/ that. I told her I was busy with cakes but would send her a pic of it when I got a chance.
Meanwhile, her final payment was due last week, but she said she would have it to me by this weekend.
I emailed her this morning and asked her if we could meet today or tomorrow to collect final payment. I just got an email back from her and she accused me of waiting until after the final payment was due to tell her about the monograms. She called me unprofessional and told me she had no intentions of getting a free cake. She also mentioned the fact that I am yet to send her a pic of the porcelain topper, even though I said I would. In short, her email was rude and her tone was very flippant.
I am pissed! I feel like I go above and beyond to do what I can for my clients,. I met with her at least 3 times before she decided to give a deposit.
I want to just cancel her order. I've got a feeling that if I meet her tomorrow for the final payment she is going to try to nickel and dime me to reduce the cost because of the monograms. I was doing the monograms at no additional cost to her.
What do you think? Should I just cancel? At this point I don't want to be bothered with her, especially considering the way she talked to me in the email.
Thanks!
Customer service sucks, doesn't it? After many many years working in retail, please thank the Lord you haven't made that cake yet. Stick to your terms, don't let her nickle and dime you to death, especially since the monogram was not being charged to the customer. Let her know in no uncertain terms that the price of the cake stays the same, but you are graciously offering her one of your own for the cake as a courtesy. You cannot control the vendors, you cannot control her attitude. If she decides to cancel her order, let her, but don't cancel it for her, it will turn into a bigger mess. Let her know you are sorry for the inconvenience, but things happen, if she wants it, she has to pay for it. If she is going to haggle too much over a decoration on her cake, I would hate to be her caterer!!!
Chin up, be firm, this is YOUR business, don't let her run it! 
Sorry to hear about the situation. When did you call and inform her about the topper? If you have some type of e-mail or correspondence at all from the company you were ordering from, and that date was BEFORE her final deposit was due, then I think you can dispute her claim.
I would recommend that you try and gather your information about the date and timing of notifying her before you meet. DO NOT let her talk you down on price! The monogram topper is not your fault, who suggested the company that you originally chose? If you recommended them, then tell her all you can do is offer the use of one of your toppers. If SHE chose the company, then it's not your fault is it?
It is a sticky situation, but I am sure that she is stressed with the wedding planning details. She may have had a series of bad news or something and whene she went to reply to you, her anger came out about the situation and not you. Give her one more chance and see what happens! 
Good luck and let us know what happens.
I wholeheartedly agree with mizshelli's advice. Don't forget in the long run....your reputation is at stake. Never mind the opportunity for her to sue or whatever...word of mouth alone can be very damaging. Stick to your guns...don't let her nickle & dime you & make sure you keep a record of everything said and done....you just never know. Good luck with it.
I completely agree with mizshelli, stick to your guns. She is probably stressed over last minute wedding things and if her attitude was ok before this she will probably be ok. Be extra sweet and sympathize with her, she will probably apologize to you!
Best of Luck!
Tracy
Thanks, I just sent her a very tactful email explaining that I did not "wait til the last minute" and I notified gher as soon as I knew. Unfortunately the correspondance w/ the company was via a voicemail and I have since deleted the voicemail.
I'll let you know what happens!
Everyone here has given you good advice.
Don't cancel on her...just try to remember the crazy stress she is going through right now trying to get everything finished and such before the big day, now hearing that something isn't working/right.
She was rude, yes...but you can be the professional here and keep calm, write down on a piece of paper the exact steps that you've taken to provide her options & what days the company contacted you to let you know the topper wasn't available yet, etc. etc.
I'm really surprised to hear that bakers are bothering to be the ones to order/receive toppers & flowers for cakes. Those things are issues I leave up to my clients to supply me with. I want to concentrate on the cakes! I ask them to leave the toppers/flowers at the venue for me to be given upon the delivery/assembly of the cake. I shouldn't have to worry about any other supplier's duties but my own.
(And the biggest point, which may be coming too late in this case....but when you say you are going to send a client something by email/mail/delivery.....just take two minutes and DO IT! Don't give them the opportunity to use your broken promise to do something for them against you. That really ticks people off when they are waiting for info you said would be there.)
Sorry this has happend, but I agree with the ones that say be professional and if she cancels so be it, but it's in her court now.
As for the picture thing or anything about getting back to a client. One of the first businesses I worked for the rule was "by end of day" If you spoke with the customer or corresonded via email and said you would get it to them It was to be done by the end of the work day. The only exceptions were if you were waiting on someone else, but you contacted the person and told them why you didn't have the info. It has been a policy I have kept to in other jobs I have and it works well.... This is just my experience, I don't know your circumstances so there is no judgement in this statement. This is just what I do.
Here's the quick and dirty:
I am scheduled to do a wedding cake next week w/ a monogram topper. The company I ordered from called on Monday to say they would have to order from a manufacturer and could not have it shipped to me in time. I immediately called the bride and explained. She was dissappointed and I explained to her that she could order them from alternative sources but it would cost more and she would have to pay for it. I offered her the free use of a porcelain topper I have and she opted to go w/ that. I told her I was busy with cakes but would send her a pic of it when I got a chance.
Meanwhile, her final payment was due last week, but she said she would have it to me by this weekend.
I emailed her this morning and asked her if we could meet today or tomorrow to collect final payment. I just got an email back from her and she accused me of waiting until after the final payment was due to tell her about the monograms. She called me unprofessional and told me she had no intentions of getting a free cake. She also mentioned the fact that I am yet to send her a pic of the porcelain topper, even though I said I would. In short, her email was rude and her tone was very flippant.
I am pissed! I feel like I go above and beyond to do what I can for my clients,. I met with her at least 3 times before she decided to give a deposit.
I want to just cancel her order. I've got a feeling that if I meet her tomorrow for the final payment she is going to try to nickel and dime me to reduce the cost because of the monograms. I was doing the monograms at no additional cost to her.
What do you think? Should I just cancel? At this point I don't want to be bothered with her, especially considering the way she talked to me in the email.
Thanks!
How long ago did you order the monogram topper?
It seems to me that you may have made a few critical mistakes that are coming back to haunt you. First of all, you took on the task of ordering the topper instead of having the bride supply you with it. Did you let her know that exact topper may not be available and to choose a back up topper just in case? Also, did you leave yourself with enough time to order another topper if need be? Worst of all, you left your client hanging by not sending her the picture like you promised you would. Don't get upset if she called you unprofessional put yourself in her shoes and I am sure you would be plently upset if you were on the receiving end.
Let it be a learning experience for the future.
1.) Have a contract.
2.) Order cake accessories well in advance and have a back up plan just in case Murphy's Law take effect.
3.) If you promise a client information send it as soon as possible. Remember your client will need to make some decisions based on the information you provide.
good advice from everyone.
here is a place that has good monograms, it may a differant from the place you ordered from.
Service is great. If you want to give them a try.
http://www.weddingcuts.com/
I'm really sorry for your misfortune. Some people are just plain rude, but don't ruin your chances of business by cancelling her order. All it takes is for her to make a few phone calls, about how she thinks you are "unprofessional" and you could be in a world of hurt. Next time draw up a contract. Contracts are legally binding, and suddenly you have more of a backbone for yourself. You don't need to lose business or have a lawsuit against you because of the lack of one. Again, I am really sorry for you, and I would be ticked too! Relax, make her cake, and collect her money. Its fine if she hurt your feelings (some people lack tact and are rude), but don't let it ruin your reputation or your business.
Re the matter of the company telling you they couldn't supply the monogram before you took the final payment, perhaps you could get them to confirm this writing or via email - just so that you do have something to back you up. It might be worth asking them.
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