To ask for help on how to reply to this customer?

[Squidpinky]

I need your help on how to reply to this customer.

I make cakes for living, home based but all on the books. Never had a complaint apart from today....

Quoted a lady for a 21st birthday cake for her daughter. Quite an elaborate design but she was very vague in what she wanted - I.e didn't specify colour etc just sort of said what she wanted and said "make it look pretty"

Her daughter's party is tomorrow, the cake is finished and she asked me to send a picture. I did and she was horrified - said it's not what she wanted, I was going to ruin her daughters birthday, the colour was wrong (even though she hadn't specified a colour. I offered to change details on it, obviously couldn't change the colour. She wanted extras adding to it which would have taken 6 hours atleast to make - that would have meant I made zero profit.

I made some changes to the cake which took me 3 hours and I sent her a pic and she was grateful saying it was much better and Thankyou.

I then get a message saying she wants it delivered now as I caused her so much stress and upset. The venue is an hours drive from my house. The original agreement was she was to pick up the cake. I explained this wasn't possible for me to deliver and she said that she has no free time tomorrow and can't collect it.

How do I respond to this? She's the type that will leave a bad review everywhere and anywhere so I have to tread carefully! Help!!!

I hope you get paid op :(
She may have intentionally been vague as there is room for interpretation.

I am a bit shocked that you don't take deposits though, I would definitely do that going forward. Best of luck.

For the future, it might help you to have a few template messages for awkward situations. It's easier to be unemotional about a situation if you can just copy and paste from an emotional distance and it means you won't be tempted to lose your temper or say something really unwise.
It might also help to write a set of policies for every situation- sort of disaster planning. Then you know what to do and say because you have a template to follow and you don't feel so caught on the back foot.

I'd do as fabulous has suggested.

If she is still reluctant to meet basic costs, out her on MN, so other people are aware of how she wants to play fast and loose. People who play this game should be ashamed.

Lol at Rocket

Cake straight in her face custard pie style.

Wallop.

I think fabulouslys idea is genius.
Get the woman to confirm that she doesn't not want the cake and will not pick up then go for it. Even if you deliver it and give her the cake for free it sounds like she will still give you bad reviews.

Place marking for a picture of this cake.

I think I'd risk taking the negative review and making sure I responded to it if possible. She wouldn't specify, she doesn't get to complain it's not what she wanted. And I certainly wouldn't be delivering it. I think she knows what she is doing and is after a free cake.

OP - hope you're not delivering now!

Fabulously 's idea is good, I've seen someone do something similar on our local FB group.

She clearly wanted "Waitrose personalised" style cake and prices, and is now looking for a way to get out of paying/collecting. Put it on FB.

Absolutely do Fabulously's suggestion. Sponsored post, pictures, the lot. Then when she posts to fume and rant there's already a stream of complimentary posts.

I run a home baking business too and never start a cake without a deposit of at least £20 to cover basic ingredients. Always get everything in writing too and I have started doing a coloured drawing too unless the customer has supplied a specific pic.

A hard lesson but one bad review won't kill your business.

Errrrr she wants you to drop the cake off because she hasn't got the time? How the hell was she going to pick the cake up in the first place??

Sounds like a chancer

Cheeky cow.

There is no way she's going to pay for the cake. I second/third/twentieth fabulously's suggestion. Face book it. Donate it. Raise money for charity etc.

cheeky woman!!

Inject cake with heavy dose of liquid laxatives and deliver it

Sounds to me like she's playing you tbh, she would have to have collected the cake originally so cannot now say that she has no time. You have done more than enough. As for reviews one bad will show up as a fake !

Well the bakery I use has been in business for 40 odd years and never take a deposit or money up front! They seem to do OK.

If she doesn't pay........Get yourself and her on Judge Rinder!

1. You'd get some great publicity
2. We would all see the cake.
3. Other service providers will be able to see who she is and be warned.

How on Earth would you know, oopdearyme?

Love Fabalously's idea!

Hope you are having and not delivery

I would share the cake on FB and be supportive!

I want cake

Yes just say...

'Dear customer,

Sorry to hear that you won't be collecting the cake, I will cancel your order and can confirm that you will not be charged.

Warm wishes, Squidpinky.'

Then do what Fabulously said.

Do not deliver before you receive payment. I bet she is going to complain more when you arrive and refuse to pay.

I think Fabulously has it spot on.You cant lose.Even if you lose the cost of this cake,everyone who sees your post will order from you.And Bitchface cant say a thing.

But get her to email you saying she doesnt want the cake.That way it cant come back and bite you.

Right well she said she's collecting at noon tomorrow. If she doesn't collect on time, as I haven't got time to wait in all day then I shall put it on Facebook as Fabulously suggested then copy the link for you all to see 😆