Let's talk about it... As a business owner the customer is always right as long as they are paying in full, in cash and in advance...lol. For real though we know GREAT customer service is the best way to have customer retention.
There are times that a customer orders something and along the way they have buyers remorse. When this occurs the regret of making the purchase now becomes our problem as the bakery owner. We had a customer that ordered a cake and cupcakes and we gave an estimate stating requirements, and expectations on both ends. We don't give refunds, or offer changes or cancellations after the deposit is made. These are our requirements and if the customer is not comfortable with this they DON'T have to proceed with the order. Now we had this customer that placed the order paid the deposit and 3 days before pick up called to cancel half the order. Sidebar: her friend told me she exceeded her party budget and was calling vendors left and right to cut back her spending. Now this goes on more times then not... however, even though I received this info it didn't matter. We provided a contract and it stands, so even knowing this, makes no difference to us. The customer called me and asked to cancel the cupcakes and I said "unfortunately, we can't" we don't offer that option. She proceeded to give her explanation on why she had to cancel part of the order. She stated that due to covid alot of the parents didn't feel comfortable sending their children to the party. Again, that doesn't matter to us as a business. If she ordered a meal but couldn't eat it because she suddenly had an upset stomach would she be able to return that food? IJS... excuses are not allowed here... the customer is not wrong but an excuse doesn't pay for the product and time spent on that order. Nonetheless, she reluctantly paid her balance so that she could give her child an amazing cake and cupcakes. She really loved what we did and actually returned for future orders. Customer retention! The key is to be intentional in telling the customer what to expect, so that when they spend their money they are satisfied with the end product.
We NEVER make a cake EXACTLY like the inspo pic that's a sure way to screw yourself as a decorator. Nobody does anything EXACTLY as another person... SIMILAR yes! Even the originator can't replicate EXACTLY as before. Alot of times the pics are edited and shot at an angle etc. I've seen where an originator put an unnecessary decoration to cover a mistake. I knew the customer didn't realize it but I did... so when I replicated it, I omitted that piece and the client love my rendition. Absolutely no shade on the originator. I am grateful to all those originators bc they make our jobs easier. Giving a picture is cool... however, my personal favorite is the client that says to take full creative control! yaaaay!!
There maybe some clients that comment about taste and they're not wrong because taste is personal. I personally pay attention to flavor/taste comments because I want to make sure our products are amazing. I have changed recipes after getting feedback from clients. I heard of other bakers that had customer asked for refunds because they didn't like the cake taste. The bakers said they ask to pick up the cake or ask them to return it and the cake was almost completely devoured. How Sway??? NO Way... the customer is not wrong but they're unfortunately not getting a refund for a devoured cake... ON PERIOD!
I suggest being clear with intentions and expectations and always be sure that you and the client are on the same page. I never had to argue with a client ... why would you? I wouldn't come back to a business that would argue with their customers. There is always a way to calmly resolve any issue regarding cake... how and who argues about cake??? If you have a story to share please chime in...
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