Posted by Carl Jones on January 17, 1998 at 11:42:40 :
In Reply to: last minute bookins/add-ons posted by Rick on January 17, 1998 at 10:59:37 :
: Greetings!
: I work for a large off premise catering company ('97 sales of 2.3 mil). We have a large corporate client who is invaluable to us, and we have set a company policy of never turning them down. The problem is they are notorious for booking last minute events. It is not unusual for them to call with less than 48 hours to set up a breakfast or lunch. And many times it is for a day that we are already maxed out on staff/equipment/vehicles/etc. Somehow, we always find a way to make it happen, but it sends us into a scramble and can stress everyone out. Now that we have made it through the craziness of December, we are looking for ways to improve the company. Does anyone have any suggestions on handling last minute bookings? Turning them down or sub-contracting them out are not options for us. How do other caterers deal with this problem. We have cocncluded that it is just part of the business and that there isn't much we can do to reduce the scramble effect on us. Any replys would be appreciated! Thanks
Message from Carl :
I understand fully your problem. We have had similar clients and situations.
I took the human resources director to lunch on day in a new restaurant.
We chatted about sports, kids, etc... I explain to him the problem
it created for our staff. In some cases we would have to run a courier 80 miles
to our distributor. I told him that "normally" I charge a huge fee, but
since he was a special client, we would only charge him actual cost of the additional
expense, including staff overtime.
Therefore if they will give us a 3 day notice, then it would save us and them
the extra costs. I asked him to let us know in advance even if they were "thinking"
about having a buffet....
From this point on, it never happened again, our relationship was better and we have
actually picked up more business from them. They are having more events.
Whenever non-regulars call at last minute, I hit them hard on price, but they are usually
desperate. After the event, I apologize and explain the price.
I tell them ANTIME they will give us plenty of time, the price will be
much lower. So, they either give more time or they understand there will be
a bigger price tag.
A favorite motto: (in house, never given to the client)
"Your lack of planning does not constitute an emergency for us"
Carl