How do I handle a customer that is super picky and cheap. I have no problem working with a client to achieve the best cake we can do together. And for their budget. I am all up for customer service. But this client e-mails and talks to me almost every day, several times a day, a week or two before the event. This last time I spent hours doing research and preparing for an order that was going to be a $175.00. (should have been more) And a couple days before cancels saying they went with a super market cake. And then calls back last minute for a small cupcake order.
This person is going to have another event soon and I am told they will call me after this last party is over.
My question is how do I give good customer service without being taken advantage of? This last order has me burnt out.
Thank you.
I think you answered your own question there.
Customer service is a good thing, but what you wrote is way beyond that. You let yourself be manipulated by this customer.
Next time they call, you are booked. Honestly... as many hours and as much effort as you put in on that order, and you are willing to do it again?
No way in H*ll.
I tend to agree. I've been through this on a small scale and it can really wear you down. Le tthem know what you can do and how much each option will cost and if none of those options are suitable to them, then they need to find an alternative. And, I definitely do not take last minute orders for this type of customer. Customer service is important, but it is also important to stand your ground. Do not be manipulated this time and they will be less likely to try to manipulate you in the future. Sometimes we have to help people become better customers.
If you do decide to take her order, I would have her either put down a large deposit or pay in full before you start. This way any work you do you will get paid for if she decides to bail. If she ask's why the deposit, I wiould let her know that you've been burned and this is your new policy to protect yourself.
Good advice up there ^^
You are being taken advantage of.
You are a business; not a charity, not her mother.
It is not your responsibility to make her a cake for free or at a loss. Next time she calls last minute, tell her there is a 'rush order fee'.
You think it's bad now? It will get worse if you let it.
NO CAKE FOR HER!
Katwoman and Leily gave good advice I would also add a cancellation fee. As stated you are a business and are intitled to some compensation for your time.
I HAVE TO AGREE WITH EVERYONE BEFORE ME.
IF YOU WANT TO DO THE CAKE DEPOSIT DEPOSIT LARGE DEPOSIT.
AND DON'T FORGET AGREEMENT AGREEMENT AGREEMENT AND IF SHE GIVE YOU TO MUCH BS 
YOU ARE SOOOOO BOOKED THAT IS ALL NO MORE HEADACHES FOR YOU GIRLFRIEND 
LOL
WHAT EVER YOU DESIDE IT SHOULD NOT MAKE YOU NUTS SPECIALLY OVER THIS PAIN IN THE SS CUSTOMER LOL
BEST OF LUCK WITH WHAT EVER CHOICE YOU MAKE
MICHELLE
I'm new at this too - so I feel your pain. I agree with everyone's previous comments, which I admit, I hadn't thought of - so THANK YOU to all of you more experienced ladies and gents.
I do charge a nominal fee for consultation. No matter what the order, I want to see and visit with that customer in person. It also gives me a feel for what kind of customer I'm dealing with. This comes after many, many years of being a nurse first - you really get to pick up on the signals people send out after awhile.
Anyway, my consultation fee is in my contract, and covers those things like numerous phone calls, etc. I could go on and on, but you get the picture - ever watched Bridezillas? My deposit is half of the total order, and that is non-refundable no matter what - you are a business, and you have expenses, and part of those expenses is your valuable time and effort - that includes research, etc.
This is all fully explained in my contract, and if they don't sign, I don't bake, simple as that.
Personally, I wouldn't deal with this woman anymore. In the future I would be unavailable to do cakes or cupcakes for her. She's jacking you around placing and order, calling, canceling the order to go with the grocery store cake (geez!) THEN calling last minute wanting your cupcakes? Hey, the grocery store makes cupcakes too, and that's where I'd let this Cupcake go from now on. Customer service is one thing but being walked on and manipulated is a whole other story. I don't need business that bad and you shouldn't put up with it either.
yeah, don't deal with this person anymore. You're booked for the next ten years! No cake for you!
Might be a good idea to have a contract on all larger cakes, even if it's not for a wedding...say, anything over $100. That is completely rude to cancel on that large of an order only a few days before it's due and the excuse being that she went elsewhere??? This lady has no scruples.
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