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!!!

Be aware that on facebook you cannot ask for likes and shares!!!

As far as I'm aware, you can't ask for people to like your page as part of any competition or giveaways.
Pretty sure that you can ask for shares and likes of photos though.
Correct me if I'm wrong, but pretty sure this is correct.

lurking for update and cake pic lol

I han't even noticed until you drew my attention to it NotYoda

To the pure, all things are pure, obviously

She sounds like one of my old marketing colleagues. Purposefully vague briefs then complains how wrong everything is. Glad others have given you a good idea for if she doesn't show/refuses to pay.

Good idea about taking a picture of her with cake so you can prove not damages when left.

If she tries to take even a £1 off the price, say it's full price or you are donating it to charity for free, whatever she threatens with you for bad service. Your Facebook likes will more than make up for it

She sounds like a wrong un'. Whatever you do, dig your heels in & don't dance to her tune.

Yes, definitely take a picture of the cake before she leaves with it! From all angles. Worst case scenario but better to be safe than sorry - then she can't turn round and say it was damaged or something before it left.

I understand you might not want to share a picture of this cake, but how about some of your other designs? I love a good cake thread salivates rubs thighs

Been fancying cake since last night now....

Some people are born brass necked piss takers, and it's one of the reasons cake making remains a hobby for me rather than a business.

Good luck OP, hope all goes well!

It's getting so close To noon now

Is it ok to have cake for lunch? Just cake. Cos that's now all I can think of and it will fit nicely with OP's collection time.
Oh bugger, I have no cake

Me neither. We're on a healthy eating drive and I'm feeling I'm going to fall off the wagon. That porridge just didn't cut it

Oooo

As far as I'm aware, you can't ask for people to like your page as part of any competition or giveaways.
Pretty sure that you can ask for shares and likes of photos though.
Correct me if I'm wrong, but pretty sure this is correct.

You can ask for likes or comments on the post as a form of making an entry into the competition.

You can't ask for shares of the post. You can't ask for tags of friends.

You can ask for answers to a question/names for a product etc

Accept cash only OP. If she says she'll transfer it later, tell he to go to cashpoint.

She should be with you by now!

Who says you "can't" ask for shares of the post or for tags of friends?

I'm hoping for pictures too please

Slim

Facebook - it is in their rules of competition/promotion.

taps watch

Returns to claim slice

Ok so here's what happened. She was supposed to collect at noon. Instead she decided to turn up at 10am when I was out delivering a cake to a local customer. I came home to find her, what I assume is her DH, her DS and his mate in tow. They all got out the car to come inside. To say I felt intimidated is an under statement - 3 men and a woman all wanting to come into my house! So I politely said that only the woman could come in the house as my 1 year old DS would be overwhelmed. She DID try and get a discount but I stood firm and told her I would give it away to the local children's hospital if she didn't want it and that was final. She eventually took it after a very awkward exchange. She has posted a scathing review on my Facebook page, as have a couple of her family members. To say I'm deflated over the whole thing is no exaggeration

She sounds like a complete bitch! You did the right thing though Squid. Well done....

I think there is a heated exchange going on right now, where customer wants money off and OP quite rightly is saying no. Customer will begrudgingly pay full price and OP will be the ultimate winner!!

Cross post!!!

Lots of excellent suggestions about how to politely reply to her horrible reviews. Bute your tongue and stay calm.... don't let the bastards get you down!