Advice needed from fellow CD members
Hi everyone! So I’ve been contemplating writing this post and asking for advice all day long; but after much thought I decided I really should get someone else’s opinion beside my own on this matter.
I have noticed over the last few months several posts regarding difficult clients etc and everyone seems to really care about everyone on here. Recently a few of us were talking about clients that just are never happy and keep changing their mind or asking you to keep slicing money off their cake price. I had mentioned that I had one of those that I have been unfortunately dealing with for almost 3 months now. You were all very sweet and told me to just cut my losses. Well short story my client actually came to a final decision later that evening and agreed to a price after my continuous discounting and redrawing her cake. Since my business is now licensed and I am working on opening a store front I have been requiring that all my clients sign a contract with the details of their order. This contract includes deposit amount and deposit due date, along with balance amount and due date. It specifically states in the terms and conditions that the deposit holds the event date and without it the contract will be null and void, also of the balance isn’t receive by the second due date the same condition applies with no refund on the deposit.
My client that we have discussed has a large order for a very detailed three tier wedding cake, 4 dozen macarons and 5 dozen cake pops. She confirmed the contract was received and on the 25th of this past month she emailed me saying she would be sending out the deposit that day. The due date was for this past saturday. It has been almost 6 days late. My question is what do I do? I very nicely sent a reminder email that the deposit is past due and that I am going to have to forfeit her spot if not received at the end of the week. I have 3 other orders and I had to turn down 2 large cakes that my clients are on a waiting list to see if the date opens. I guess I feel bad even though I shouldn’t but that is the nature of who I am, sometimes way too nice and accommodating.
What would you suggest? If I don’t receive by Saturday do I confirm I am forfeiting her spot. What happens if she says she forgot (even though she was at the bank that day according to her message). If she says will send it out this week, than it will be two weeks late, I personally don’t think it is ok considering the difficulty she has been giving. And if I say ok I wonder will she actually pay me for the remaining balance right before the event. I cant get in trouble if I cancel her spot correct?
Sorry for the lengthy post my fellow cakers. I just feel lost at this point.
Kristyne & Sofia
8 Comments
You’ve been clear about the procedures…If she doesn’t pay her deposit she loses her spot.
You’ll never keep track or run a successful business unless you have a clear rule about this and stick to it.
One final reminder if you feel better. Just say that unless a deposit is received by……The the spot will be opened up to other customers. Be polite but firm.
Mel, Yorkshire, http://www.facebook.com/doncastercustomcakery
I’m with the The Custom Cakery.
My terms also specify that only a deposit will reserve the order date and I specify the due date for the payment as well as the due date for the balance and any final changes.
I am willing to give them a couple of days grace and I send a reminder, but no reply and no payment means I cancel the order.
Heaven in paper cups!
My dear I would send her a message along the lines of “Dear customer, as it has been x weeks past deadline and your order confirmation has not yet been completed, I take this as an indication that you no longer wish to proceed with the order. It is with regret that I have cancelled your spot in my diary, and l offer sincere warm wishes for your big day”… That way it puts the onus on her and not u, and if she says she wants to proceed you can tell her that spot is no longer available. Hth xxx
I’m with the other ladies!
We set our Ts & Cs for good reason, and it’s to weed out exactly this type of client. Look at the stress you’ve been put through already, I think you’ve been overly generous to keep her on your hands this long. I can’t help but think you’ll be going through this drama when it comes to final payment too, and your dilemma then will be so much worse, ie to bake or not to bake a clients wedding cake!! She knows the terms and you’ve issued reminders, it may sound harsh but my advice is to fill the spot with somebody else and save yourself all this stress and time (which is also money!!). I do like the suggestion to writing to her in the manner Sawsen suggests – can’t argue with that! Good luck whatever you decide to do xx
Blossom Dream Cakes at www.facebook.com/blossomdreamcakes
I’m just a hobbyist, but I can see this customer is stringing you along. Hoping you’ll capitulate and drop your price. I dare say she’s probably looking at other decorators/shops for a better deal. As the other lovely ladies have said….and Sawsen, so succinctly , cut your losses, and decline. Do you really want customers who give you this type of stress??? No, you don’t. As with men….there’s more fish/customers in the sea….better ones too!!
Creativity is God's gift to us. Using our creativity is our gift back to God. Clarky's Cakes 😎
Thank you all so much for your responses. Sawsen I actually sent an email stating almost exactly that. I agree it should not be put on me at this point. Mellie & Angel I also included that it needs to be received by this Saturday.
Angela exactly! This is why we have it, unfortunately some people still do not understand. But I definitely went with Sawsen’s approach.
June I definitely do not want anymore stress I completely agree, cutting my losses is the best option at this point!
Kristyne & Sofia
I read these kind of post all the time too, honestly you should not feel bad about cutting her loose. You have sent her all the information and she still can’t follow the rules…. As one of my good friends said “you are making her problem become your problem”. These kind of situations will just drain you even more and be an aggravating moment every time you do business.
I would cut her off, the next day she was late with payment, you probably have other people standing in line to order and you are wasting your time on this person that doesn’t even take you seriously.
I would just sent he a message the day she was late with the payment and say you will not be able to proceed her order because of no payment….
Why should you be expected to run after her, she is a grown person. Sometimes being strict is better than being too nice. For your own good.
Selma S. ~ Little Apple Cakes
I tell any client that I meet with that their date is not secured until I receive a retainer. I’ll only do 2 weddings in a weekend, so the first 2 that pay get the day.
I would suggest modifying your contract again and adding clauses as to when the final payment is due and what date the client can no longer made changes to the design or number. I require final payment and don’t allow the client to make changes 90 days before the event.
It may not help you with this client, but it will with the next client-zilla!
Jenniffer White, Cup a Dee Cakes - http://cupadeecakes.blogspot.com
