The Great Hall
Customer crisis The Great Hall: Customer crisis
By Raine on Thursday, July 20, 2000 - 03:34 pm: Edit

What would you do in this position?

One of my customers ordered a wedding cake, she was not happy, because I put the wrong flavor of cake on the top tier. Clearly this is my fault, and to compensate her, she was given a refund for the top and I agreed to replace it with the desired flavor.

The following week she was suppose to pick it up. Two weeks went by, and I was still holding this cake in the freezer. Her phone number was disconnected so I could not contact her. After three weeks I gave it away.

Now she has called and wants to know if she can still get the cake. Do I redo the cake and hope she picks it up this time, or do I tell her the deal is done and it is her own fault for not picking it up the first time.

By Panini (Panini) on Thursday, July 20, 2000 - 06:18 pm: Edit

You know the answer. You make her another one, right?

By Mofo1 (Mofo1) on Thursday, July 20, 2000 - 10:43 pm: Edit

Have to agree with Panini. Make her another and get on with your life.

By Dpconsu (Dpconsu) on Thursday, July 20, 2000 - 11:12 pm: Edit

Do her another cake, smile, you will probably get her brides maids cakes when they marry too. It is all part of dealing and doing business with the public. You made a goof, you tried to fix it, and should do what ever it takes to make the client happy in this case.

By Raine on Friday, July 21, 2000 - 05:03 pm: Edit

Damn! I was afraid y'all would say that. I hate making lillies. I'm gonna go plaster on my best smile(or something less like a grimace),and make her $%&^# cake. I swear if she doesn't pick it up this time I'm holding you all responsible ; )

By Cheftim (Cheftim) on Friday, July 21, 2000 - 11:15 pm: Edit

9 months ago I threw out a Wedding cake top that had been in my freezer for a month. No box no name. A few days later the catering manager came asking fore the cake because the bride was coming for it. Whoa big problems. She had been a pain before the reception now it was as if I had thrown out her wedding ring.

We got another top made same flavor, decorations, the works.

Like I said its been 9 months, I've asked several times, and it will be another 9 months before I even think about it.

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