Ugh. This explanation is probably longer than it needs to be...so bare with me. :)
I have a small cake decorating business I run out of my home. All my business is word of mouth. Admittedly, I don't do contracts unless it's an elaborate cake (like for a wedding). A client who I have used for years ordered a cake for tomorrow earlier this month. We talked last week and finalized what she wants. This not a large cake, but it has many elements. Many figures and many parts. It takes a while. So, although it is still cheaper than any bakery would charge, it is costing her more than she is accustomed to paying. I only mention it because her last email to me commented on the price.
I emailed her on Tuesday trying to finalize her number of servings. She emails me late last night and says she will call me today with her numbers. I explain that I will wait, but I need to start baking ASAP. I worked on figures all day and waited for her to call. No call, no response to my emails or my messages. I can't do much more on the cake. I need to know the size of the layers to finish the last elements...the most time consuming parts. So I am stuck. I just called and told her I was going to bake the cake for the number of people she originally quoted. A cake takes hours to cool, so I will definitely be pulling a late shift tonight.
I still haven't heard a word. I am wondering if she has decided not to get the cake. This is not her first order with me, over the years, I have made several cakes and she has never been hard to get in touch with. But I also know that she may be stuck doing something at work and can't get to her phone. I am trying to give her the benefit of the doubt.
So my question is this...do I suck it up and make all the elements to her cake...possibly have to pull an all nighter at this point? Or if she contacts me, let her know the final elements will not be on the cake because I didn't get the information in time? The cake will still be amazing without the last few parts. Since I have decided to go ahead and bake things, I know how large to make the vehicles. But since my fear is she is cancelling her order, I don't want to make it, spend a few hours on it and then learn she doesn't need it.
So, if you were in my shoes. What would you do??
She finally called and we got it worked out. Lesson learned...start using contracts all the time.
Thanks ladies!
Since you said that you were going to make it, I would go ahead. If she bails on you, she's lost a great decorator. If you don't make it and she wasn't backing out, you've lost a long-time client.
Glad things worked out, & yes, a contract is the way to go. Even with friends & family... in fact, ESPECIALLY with friends & family! =-)
Just my two cents: I would make sure you spell out in the contract the last point in time at which they can make changes to their order, & any additional fees for last minute changes/cancellations of their order.
Congrats on being a successul small-business owner! T.
Glad you've got this worked out. Yep, contract is the way to go, especially with her from now on!
I would also write something up to show how much people save by using you instead of a bakery. You should never apologize for what you charge, SB. Just because you don't have the overhead of the bakeries doesn't mean that you don't want to earn a decent wage for all the hours you spend on your creations. Sometimes, seeing something in front of their faces regarding pricing is what people need to close their mouths.
That's another good reason for the contract - it lays out in writing at the onset what the price will be. Then you haven't wasted your time going back and forth with them.
I would call her one last time and tell her that she has until XXX time to call and finalize the order or you will assume that she no longer wants the cake.
Then you wait.
I've had to tell people that if they can't get back to me in a timely fashion, that I can't do their cakes. It blows, but it's part of the business. If she were ordering from a bakery, then she would have had to put down a deposit, etc.
I also recommend that you start using contracts for every cake. This way you won't get burned next time.
While I think that she may indeed be backing out, you did leave a message saying you were making the cake as originally quoted. So she might figure that since you are already doing that, she doesn't need to return the call to finalize. Poor communication on her part, it's true, but you should probably be ready with everything since you left a message saying it was going to happen.
I would bake the cake, as she originally asked, knowing that you may be eating it yourself. I would give her the benefit of the doubt, and like you said, maybe she is tied up at work or something, or had an emergency, and just can't call you. I wouldn't want to lose a long time customer, just because you haven't talked to her today. Put the ball in her court. Do what she asked, then if it turns out bad, then its on her, not you. You don't want to be the blame for ruining a party if you don't make the cake.
I think she's backing out, and that's why she's ignoring you now (barring any emergencies, that is). There is no other reason for the lack of communication. Most people can respond via email, text, or phone call nowadays.
I think I'd cut my losses and if she tries to get the cake tomorrow, tell her you were unable to complete the cake because of the lack of communication.
AFTER YOUR READING SO WHAT HAPPENED:
"She finally called"....SO WHAT HAPPENED?
I would have made the cake and a smaller back up cake in advance (a day or so ago)....then IF you need extra cake...fine. If she cancels (which I would then cancel her as a client in future...since she or her admin isn't bothering to return your calls and emails)...I would also for ANY future client have their credit card or CASH deposit, so IF someone cancels at the last minute, you will at least be able to cover your ingrediance and cover some of your WASTED time.
In other words....DEVELOPE and let your clients know what your CANCELLATION policy will be going forward.
PLEASE start using an order form and a standard contract. It will save you so many headaches.
People are so fickle. When I was doing cakes, I required confirmation of servings for intricate cakes 5 days prior to delivery.
