I've had people lately stunned that I won't sit and text back and forth about their cake orders, or should I say requests-they haven't paid me. Or message them. Obviously people are doing that, or they wouldn't be asking. (so go back to the person who does it, I say.)

What happens when that person puts their account on hold, or deletes it, and forgets the order they made with you was all done via FB? And you don't see it anymore cause you weren't counting on it disappearing? Scary! What happens if you delete all your texts, or your phone gets lost and you can't get a new one for a couple of days and you don't know you have orders in those messages?

And the other part of the problem too s...you haven't been paid at all yet, right? So you're collecting full payment at delivery, all on the word of messages? I guess props to you if it works, but it sounds so scary to me. :(

A^ This.

Directing all written communication to email (or better yet, an online form to help structure the inquiry) is a must if you want to be able to easily refer back to customers and orders. When customers call I can look up all their past orders in about 5 seconds by searching for their name or email address in Gmail.

If a potential customer sent me a text or FB message I would just tell them to fill out the order form on our web site. An order is only considered finalized when I email them the invoice, and the only two ways for that process to start are by calling us or submitting the online order form.

That said, it is a good idea to collect the cell number of the customer so you can call or text in case something urgent comes up.

Totally agree with you I refuse to answer questions about a cake on facebook. If I get a message form anyone I send them a message with my website, email address, and phone number. I figure if they're truly interested they'll take the time to go through the proper channels.

Oh I do all that, absolutely, I guess I'm as shocked that people will do it, as they are that I won't. 

I don't ever do that with a new customer, but I do it with established customers all the time. I have a lady I have done a cake for every month since Sept, and we don't ever talk on the phone at email, anymore, it is all via text. 

The more I see online, the more I realize that there are different levels of business people. Some are totally laid back about how they run their business, so for them completing the entire transaction via text or facebook messaging is ok. Others prefer to be a tad more professional and would do things professionally via established business channels like business email or a website contact form. There are different levels of cakers out there with little to no business savvy all the way to hard-core business mavens.

As our world continues to get more social, I think it's important for the business person (us) to do what we can to guide clients to acceptable channels. The last 2 orders I filled started on facebook. I usually have no problem answering general questions on facebook like: Are you available on day x? How many tiers/cupcakes would I need for my baby shower? In those responses I almost always I'll include a link to my site. Once the conversation gets serious and they're talking pricing or quotes I send a link to my pricing page and contact form, and ask the client to fill it out if they plan to order.

There are times when you literally have to 'move' the client from facebook to the business channel. Can't count how many times I've pulled info from a facebook convo, summarized it in an email from by business address so that the client can just hit 'reply' and we go from there. And you'd be surprised how often clients would go right back and respond via facebook LOL.

I think it's about finding balance. If I had been zero-tolerance about any order-related contact via facebook, I may have lost those orders. No matter how a client contacts me, if we have an order, it would have to go through MY established channels even if I have to move the client to that channel.

My standard reply is please email or call and I'd be happy to assist you! If they can't do that, I can't help any further. I really can't. 

AI even ask for their email address and phone number on occasion.

Yeah, there are some folks who would remain obstinate no matter what you do. I just let them go, cos there's a good chance that obstinacy will spew onto other areas of our interactions.

I don't mind talking about requests via Facebook, email, or over the phone. Most of my clients come from Facebook. A majority of the time we schedule a face to face meeting for payment or it is made through Paypal. I always get the payment before any reservation is finalized. I also have a calendar that I write all of my orders in, just in case the internet goes down or something happens to my phone. I've never had a problem doing it this way. I guess it just depends on a person's style of organization.

I don't do it, I send people to my email, but if it works for someone else have at it. I don't trust facebook enough to rely on that, so I would never advise anyone that it's a good thing to do.

I take orders via Facebook from close friends and family only.

As far as text messaging, I will take orders from repeat customers via text message, who already know my policy on deposits, etc...so they can either pay their deposit via PayPal, or I can run their credit card through my square account.

We started our business from facebook. Social Media is the way to go now a days.

A

I don't, it's all email, even if I speak to them on the phone I then email them confirming the conversation we just had.

Plus almost all the "orders" I see taking place on peoples wall go something like this "wuz that pr$ce fo dat cke" Nope, if someone leaves something like that on my wall I will delete it.

AMy favorite is when some bakers here post something like "Need a cake 4 ur party? HMU." Which means hit me up for those not familiar with da text slang.

AHere meaning my town, not here as in CC.

AOh and out of sheer curiosity I click on the profiles of some of those people, and they aren't usually kids.

U be jelly i cn wrt d txt so gd i b ordrn d cke hw mch $$$ i need cke 4 tmrow

Oh well, I just went to send you all texty messages on facebook but ONE of you has disabled the message function, and I can't find Annabakescakes page.

A