Do you ever call customers and follow up after an order? If so, what is your responsse if they were not pleased? Are there other things you do to in the way of customer service?
I send a handwritten thank you note to my clients and that's about it for follow-up. However, if it's a particularly tough client or project, I sometimes will give a call to see how things went.
I've only had 2 complaints in 3 years, so I think I'm doing ok. In the case of the 2 complainers there was one I don't think I could've pleased no matter what I did. The second one was totally, completely my fault (got the filling wrong) and I refunded part of the price of the cake and made a small, free cake for their 1st month "anniversary" as a peace offering. (I still get referrals from that couple.)
I do not call customers back, unless I was concerned about something, like leaving the wedding cake unattended. Most of my customers are referals and repeats, and leave it up to me to decide on their cake. So far, so good, going on 7 years at my present location.
I just had some 'thank you for your cake order' postcards made at Vistaprint. on the back side i have a small questionaire and it is self address and i will stamp it. ive only given one out so far but i plan on putting them under the cake in the box. ill see if it works or not.