I've read lots of threads here about cake customers who have been difficult in some way. As I'm writing a business plan and doing lots of analysis to determine if it's feasible for me to switch to a cake decorating business from the one I already do, I was confronted by an angry customer today. It's only happened two or three times in 5 years that a customer has been (in my opinion) completely unreasonable and "attacked" me, and it makes me feel so lousy. I'm so sick about it. 
While I'm confident that I can learn all of the other skills required to go into cake decorating, this is the one thing that scares me a bit. I'd love to hear about how you get past, deal with, shake off bad customer experiences!
Customer Service is not measured by how you run your business .... it's measured by how you handle a problem. Each problem is different. Sometimes you need to offer a refund to resolve the issue. Sometimes you can offer a discount on a future order. Sometimes you just need to firmly explain your policy and why they won't be getting a refund.
It's difficult to tell you to just let it go, because it is YOUR work, your blood, sweat and tears, that are being criticized. But remember it's not personal .... it's business.
Say it again....it's not PERSONAL ..... it's business.
If you want to go into business but never have an unhappy customer, you should rethink your plans to go into business. B**chy people exist and you are going to come across them periodically. And the worst ones are those who like to complain just to see how far it will get them.
My hubby works in customer contact and he tells me he can tell from the minute they walk in the door the ones who were PLANNING to find fault with something just so they can get it free. (Doesn't work with him, BTW).
This is going to sound crazy, but every customer that I have had trouble was one on the low price end of the spectrum. Customers who value your work ( and demonstrate that by being willing to pay for it) are easier to work with. So, my first piece of advice is to not price yourself to attract " bargain" shoppers. In the wedding business especially, people who are cheap are almost never happy. Since I raised my prices, I have had a much more enjoyable group of customers.
My nana had a saying, which I'm sure isn't new, "Kill them with kindnes." Do this while you state your business policies, etc. If you remain even keeled and pleasant it will defuse the customer's anger quite efficiently. Then as indydebi says, suggest discounts, refunds, or restate your policy again.
my advice would be to get everything in writing as to what is expected of you regarding the cake: design, price, flavor, delivery, etc. (Make sure someone signs for the cake after it has been set up too.) and what is expected of them...timely payment, payment in full before cake is delivered, no design changes after a certain date, etc. anything you can think of. most of the time it is learn as you go.
And as it was mentioned in any business you will eventually have an unhappy customer once in a while. Some are impossible to please and sometimes you will make a mistake. It's how you handle it that matters.
If a person seems difficult from the start...RUNNNNNNNNNNNNNNNNNNNNN!!!
This is going to sound crazy, but every customer that I have had trouble was one on the low price end of the spectrum.....
OMG that is so true! I've had 2 problem customers in 2.5 years and BOTH of them were doing their reception (as my hubby would say) "on the cheap!"
One of them ordered food for 100, increased it to 125 two days before the event, I brought food for 150 ('coz I'm SUCH a sweethear!), they had 170 people show up, and when we ran out of meatballs, I was told that *I* should have planned better! 
I've had inquiries that I could tell from the email it was going to be a problem case. Gosh darn what a shame I was already booked on that date. 
I knew I could count on my fellow CC'ers to give some awesome advice! And it's all so true!! Customers who want cheap vs quality, kill them with kindness, get it in writing (something I really like about cakes- the contract)!
I've had inquiries that I could tell from the email it was going to be a problem case. Gosh darn what a shame I was already booked on that date.
I need to further develop that in myself- to trust my instincts when I sense something's not right and walk away. It's helped me more than a few times! But there will always be that one who slips under the radar. I'm sure I'll get better about putting on my business armor and not take it so personally. Thanks so much to the voices of experience!! I love all of you! 
..I need to further develop that in myself- to trust my instincts when I sense something's not right and walk away.
Just as an example, I got one email that was VERY detailed in what she wanted for her reception, including some "Kick-a$$" dessert thing. It struck me with a bad vibe .... something just told me she was the type that wouldn't be happy. Delete.
Also the ones who are "....looking for 3 meats, 2 vegs, potatoes/gravy, salad..... but we can't spend a lot because we are on a tight budget." Ok .... then stop planning a 3-meat buffet meal on a Happy Meal budget! Delete.
I had one walk in Sunday with a replica of her cake! 
Yes, she made a dummie cake exactly how she wanted her wedding cake to look. Then she said it took her 4 hours to decorate the styrofoam, she needed the cake to feed 400 people, and it paid $400, which is $100 per hour. R U FREAKIN' KIDDING ME???? My response "I'm booked through next year...sorry I can't help you." 
Since I work at a restaurant, any bride that books with us is my customer, like it or not ( although my boss will let me refuse to do anything I do want to do) but my general rule of thumb is anyone who tells YOU what they will pay needs to be sent elsewhere.
I didn't think of this earlier, but it is important. Don't be afraid to turn away business that isn't what you want to do ie: you specialize in 3D fondant cakes and they want a plain decorated sheet cake. I NEVER do sheet cakes, never do cakes with shortening based icing, and never do cakes I don't like. When a bride brings me a picture of a cake I don't want to do, I tell her " Here is what I don't like about this cake...." and suggest how I would change it. Only once have I had a bride hunker down and refuse to allow me my creative license. My boss told her she could bring in her own cake and we'd charge her a $3.00 per person plating fee. She ended up loving the cake I designed for her and has sent us three of her friends as referrals.
sweetconfectionschef, I had a good laugh reading your bride story. You had a good walk away from her though. In that case, she could serve the styrofoam to her guests. That is one who believe she knows better and can price your work. How smart of her LOL.
That is true that in the high end, you are more likely to meet customer with class.
Creole
When they tell me how much they are willing to pay... I suggest that they check with Food-Lion, or Sam. When they come back to me ????? i'm booked up!!! That simple. I had one bride tell me of her elaborate food list for her reception for 400 people and then state the she only had 300.00 for the cake and a grooms cake. I couldn't help it... I laughed right in her face. Thanked her for thinking of me, but suggested that she get a number of sheet cakes from Sams. She looked so confussed that I had to explain that the cake she wanted was a $2000.00 cake and grooms cake would be about $300.00. i could tell she was more embarassed than anything else. Three weeks later her father came by..... He preceded to tell me that he thought I was robbing them blind, but that was what his daughter wanted so he threw thru a check down and said make the damn cakes. Now, I don't know about you all, but I can tell you I could have used the 2300.00 bucks. However, you can just tell when somebody is going to be the biggest pain in the a$$. I told him that I was sorry but I had already book two other weddings so he would have to find someone else to rob him blind. He got so red in the face I thought I was going to have to call 911 for him. Then all of a sudden he busted out laughing and said, you think I'm going to be a pain in the a$$ don't you. Yes sir, I sure do I said. You're a good business woman and a good judge of people. I'm a contractor and I can tell right off the bat when a client is going to be a pain. Not worth it is it, he said. No sir, its not. He told me " this wedding is a big pain in my a$$ and I'm over it." We sat down and had a cup of coffee and discussed how our businesses are not that far apart in nature. i have done a number of cakes for his business since, but not the wedding production. Follow your instincts. Life is to short to put all you have to give into a cake only to have to defend it. Sometimes you just have to say NO.
Great stories! Thank you all for the laughs this morning!
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