They cake was like you said youre interpretation of what she sent you in those couple pictures. Then less the purple ... Yeah I was with you. And I think based on what info you were given I think the cake was on point. Gold leaf & flowers are extra and if not ordered or asked for then 🤷 .. If anything you could have did on your end is offer a small % off her next order. Now maybe a much more detailed order form/checklist for the future is in order like do you want this element on your cake for the clients to fill out or you depending on how the order is taken. But either way.. Example Do you want this added to your cake: Flowers; Sugar flower? Fondant? Real? Then color(s)? Gold details # $ which type... Gold Leaf ? gold drip painted? Im mean... But thats like having to pry info from your customers tho so idk...🤷 And you right people be nosey !!! 😂😂 I know I am sometimes !! 😂 ? =$ per each flower
I think it's ok to still discuss what customers want over the phone cuz if they don't know how to explain certain ideas, you'll have an opportunity to help and offer suggestions... but after that discussion, I think you should require all official ideas be sent to you in writing or thru text message.
I think the main thing I see is that when you said I see some similarities, I might have actually listed out the similarities instead of assuming we both see the same thing. I know that sounds paranoid but as one home basket to another, I've learned that extra precautions are always better. Also, I agree with you, she was probably wanting more gold to set it off like a gold drizzle.
You could have added some more gold to the cake. The gold is only on the top of the cake. With the white drip you could have added some gold sprinkles to it. And you could have asked how you want the greeting to read.
Near the end of when I was running my baking business, I would get SO specific with peoples’ cakes in order to avoid complaints-I think sometimes I was a bit overzealous 😂. Plus having every single thing written out exactly with their consent given right down to when they say “they’re flexible” and I would tell them exactly what flexible would entail. You almost have to become a lawyer taking cake orders lol! I completely understand that sinking feeling when you get a message after dropping off the cake. I personally think your cake was SO clean which I love. This was very classic “do whatever within these simple parameters”, but that’s not really what they mean. We’ve all been here in some capacity or another! You seem so upbeat about it-I was a mess for days about these things. Which is exactly why I only make RUclips tutorials now. Love listening to you tell a story 💕🥰
It can be very stressful! And that’s a lot of work lol 😅 sorry you experienced that and it affected in such a way but glad you’re here to share your skills!
Hey girl, yes the cake is beautiful and it does has alot of the details of the sample pictures, but the customer is right it could pop. Like just making the drip gold or adding a gold flower at the base would make a big difference.
I think yes it could pop but as a baker she designed it according to the client's request. Even if we think red drips would pop, as a baker I just can't think my red drips would pop n just go put red drips, simply because the client did not mention anything like that n I would be in the wrong... it's a thin line between what we perceive n what customer wants even from a conversation ...
They could've been more specific about it as well... then imagine her doin the most and customer says, " that's not what I wanted, it's overly done" She did what she was asked to do. As a Baker myself, if you can't be specific after me constantly asking for specifics, then I'm giving you EXACTLY what you asked for( nothing more, nothing less) She did nothing wrong.
I love the transparency of this video!!! I have seen some other bakers that are showing behind the scenes of the baking world!!! These types of videos are needed and inspire. Thank you
I get this! Someone seems relaxed and then act all picky when they get what you give them. Right now I'm making a cake for my sis. She is giving me full reign. Hunny, I have a CONTRACT with all the details. No matter the chill relationship, I wanna be clear and also don't wanna mess up their special day.
I think you handled it very professionally! Your response was spot on! She totally did not give you much info on what she really wanted so you had creative reign. If she really wanted something specific she definitely should have mentioned that! I'm sorry you had to go through this but at least you've learned from it! I do think it's too bad she did not respond to you. To me, that tells me she's probably not a customer you want to keep as she should have responded to you trying to make it right! Thanks for the video!
I love your response. I think you should invest in some kind of cake order form that ask all the specific details. This way you always have a paper trail all in one place. I would also go so far as to define "flexibility" in the cake order form because people love to say they're flexible but can't bend over to pick up a dime. I saw another comment that mentioned sending them a sketch of your design prior to decorating. Loved how you handled your response.
I love the gold oreos. I do agree that all the cakes had something at the bottom but maybe the main thing is it would have popped more if the drips were a light gold or some of the drips and let her know when she changed from purple to gold that it would cost extra. Or let her know Any deep color may cost extra. I think your cake is beautiful. I really do love the gold oreos and your videos.
I love this channel I learned so much, I thank you! I think a detailed cake order form and cake contract would eliminate any confusion and set the correct expectations for all parties.
This is why I don’t speak to customers-everything is done via email-there is no mistaken what’s in black and white. I’ve lost some orders and gained some because of this policy-but it works for my piece of mind. You were a TRUE PROFESSIONAL and I’d definitely order again considering the way you handled it! Keep going, Queen!
That was the best educational story ever. What I learned from this story that could help with future orders. Do like the stores do ask this specific questions flavor, fillings, color, what do you want on the cake and around it. Things like that. You handle it perfectly. Thanks for sharing.
Your response was stellar!!! You’re not a mind reader. She should have relayed to you what she wanted-specifically. If she doesn’t give you her vision, she gets your vision!
I can tell this bothered you. That shows that you will succeed in business. As a customer she has to take some responsibility that she didn’t say exactly what she wanted. Take is as a lesson and pat yourself on the back for all you have accomplished. You have a business, you have a RUclips channel and you have done this at a very young age. ❤️
Thank you for sharing this. I totally had the same thoughts as you did about the info she gave. You were soooo professional. You have taught me so much with all your videos and I'm so thankful for this. God Bless you!🙋♀️❤
First, I just want to say how much I love you! It's definitely evident you put so much thought and love into your orders. Every order I do, I feel like a piece of me goes with it! I think the customer just had a hard time communicating exactly what she wanted, and although you tried so very hard to pull it out, you aren't a mind reader. I love that you shared how you replied to the complaint and appreciate it wasn't just a refund. I think home bakers so often are quick to say, I will refund since you weren't happy. Thank you for the videos and all the tips!
your cake was GORGEOUS. I do see what your customer is saying, we have to remember they are visual and don't know what they want. Plus she had her husband navigating from the sidelines. I think if you had done gold drip, this wouldn't have happened. I love what you did but I see why she feels like it's not finished and it's just that white on white to me. Maybe if there had been some gold flaking in the drip it would have popped a little better. It's so hard when they don't give you exact details, I don't think this is a fail. I think this is just an opportunity to ask more questions when you get these type of customers or sometimes i will ask "do you want it to look just like this?" I'm sorry this happened but I'm so glad you posted this, it helps us all! I would have been over the moon with your cake just so you know!
You handled this well. It would have broken my heart. I appreciate she let you know how she felt because you have been able to help us from yoir experience. I have had a lady that told me she was happy with a cake but then later found out she wasn't.
What I’ve learn in providing services is have a contract & any changes be communicated through email with an Amendment to the Contract…I include in contract specific details & services requested
I give you props for handling the situation so professionally. To me, the customer seemed very vague on what she wanted. You did exactly as she asked. If she wanted all the extra stuff, she should have said so in the beginning.
Speaking of shady people I just feel like as if maybe she had no intentions to pay from the very beginning so she made sure she found fault with the end result. To be fair you did ask all the appropriate questions so if anybody dropped the ball it was the customer
I think it definitely seems like you tried to get the info you needed, and I think it would be hard to be an artist of any type for this reason! Maybe a document that people have to fill out and send back where they have to write out their desires for the cake, going forward? 🤷🏽♀️ Hopefully this one time is also the last time!! ❤️ Love your openness... it helps others of us to learn how to handle miscommunications and how to maybe avoid them in the first place! Appreciate you, girl! Keep up the amaaaazing work!! 🎂
The only thing I can think of is either sending a prototype of your design and/or telling the customer know what your design plan is. I felt sad for you when you said your heart dropped. You should still be proud of your work! Bummer she didn't like it, but it was still beautiful. I think it's generous of you to want to work with her again in the future.😅 But I feel you on it being a lesson learned. Thank you for sharing that experience with us.
Kudos to you for acknowledging the customer's concern. Has there ever been a time where you refunded or discounted a cake order? My opinion for this particular situation I don't believe that there should have been a reduction in price as it was a bit hard to understand what she wanted. I maybe would have offered 10-20% off her next order. However, I totally agree to have it in writing because I have had some customers that are particular, and I want to make sure I understand what they want. I will say that I do love the idea of RUclipsr Karolyn Kakes routine is to send a picture of the finished cake, but I haven't tried it yet as it will add a bit more time to my process. This really was a good video to learn from your experience. Thank you for sharing.
I think you kept an open mind with the feedback and responded professionally. That being said, I’m reminded of the saying, “you have not because you ask not” and she wasn’t able to give you specifics when you asked which did leave it up to your interpretation of her more generic request. The cake was beautiful. As far as what I would’ve done differently, I like to ask the same question several different ways to get as much information as possible. I find that if we put somebody on the spot for details, they may not be able to register that information so I try to give a few different options…”what do you like about all these cakes?”…”is there something you’d love to see on the cake?”…”How do you want your MIL to feel when she sees it?”…”What would you like this cake to say?” It’s definitely overkill, but I think you did exactly what was asked and it looked great!!!
First let me say the cake was beautiful, she got what she asked for and you definitely handled it the proper way! Its her loss if she doesnt come back🤷♀️
You are amazing! Thank you for sharing all your wisdom. You are saying into that I only thought I struggled with❤️ May God bless your hands and your business
Ah the cake was beautiful- it can be frustrating though when the customer isn't completely happy especially when the customer is not 100% of what they want💜💜
It happens. Once I made a cake two weeks early. I sent her a picture of the cake to see if she liked it and she asked if it was a fake cake. I told her it was and I was just playing around with the design. It was a 2 tier cake btw. My family and I snacked on it and I made the cake again when the time came.
Hey! I loved that you shared this! I feel like you did the best you could with the info you got. The cake made looked amazing! I would have been totally happy with it! Thanks so much for sharing!😍
Girl have I told you how much I love you. You are so real and I'm here for it! "I'll save my purple food coloring" 💜🤣🤣🤣 I've also noticed or learned that when people ask for something "similar" to this they want that exact cake or as close to it as possible. They have that picture in their mind already and expect that same item. Maybe next time ask what color frosting and what color drip etc and what saying on the board?
I would say to no matter who your customers are, for you to create an order form where they can write the story of their vision. Then you will call the customer to read/confirm all of their details. That way you’ll have it in writing in their words and your hands are clean after that. 🤗
I noticed that all the pics she sent you had lots of gobbledygook on the tops, sides, and base. So obviously she was seeing something different than you were. I’ve done custom work for decades in various mediums (baking, sewing, art, etc) and know it can be tough getting all the details right. One thing I’ve learned comes from my experience as a machine manufacturer… use purchase orders for everything, get it in writing. You could create a fillable order form where all the details can be written out and give space for the customer to DRAW out details because pics are sometimes easier than words. Even if they can’t draw well, if they put squiggles on the sides, you know they expect something on the sides and you can clarify verbally if necessary. Best of luck on your business journey! I love hearing about your adventures! 🥳😋😃🌻
First... It's not just you! I think you already learned the best lesson... Get everything in writing. When I have a conversation over the phone I summarize it in an email to them and I ask them to reply that it's okay or with any corrections. You obviously really tried to get them to give details so you did your part, LOL.
when clients dont give me much description or tell me to do my own design, i like to give them a description of the cake or a rough drawing of what i am thinking just to help manage their expectations when they are placing the order. if they agree then i move forward with my ordering process
This is why I have a recorder app on my phone and this is also why I do a recap via email....this helps eliminate issues and its also trigger other thoughts in the clients head to say oh yeah, I forgot about this...
"That cost extra abs she ain't pay for it.." 🤣🤣🤣 but this is my biggest worry, will the customer be happy and love what they requested. Now I do have total confidence in my abilities but everyone had their own opinion. 🤷🏾♀️
I will say, your cake was stunning as it was and I'm sure it was delicious and you did nothing wrong at all. But you asked what I would do differently or take away from this order so here goes...The things I would take note of are basically that...you went with a minimalist approach, however, in the photos she sent you none of those really look very 'minimalist' to me. While the drip and tall cake look similar in all of them, what I notice is that in all of them they have more going on on the top and all of them have something around the bottom of the cake or cake board whether it is more of the cookies from the top or a ribbon or icing. Also all of the drips have some kind of color or decoration/sprinkle to it that "pops" the drip from the cake. So maybe just that would be my suggestion as a take away from this order. I don't think you did anything WRONG...and I'm not being critical I swear...just thinking what maybe you could/should have done different. Maybe asked if she wanted it minimalist or a little more 'glam'? As for her wanting Happy Birthday...none of those cakes really have that so I wouldn't have assumed that either unless she had specified.
Thank you so much Mariah for your perspective! I appreciate it and see I didn’t catch any of the things you caught which is why I’m curious to see what others see and hear other perspectives. And you’re right about the drip “popping” that makes complete sense to me. Thank you for adding this perspective!
Yea she is actually right on that one. Maybe next time try to take notice of every element the picture cake has, and make a version of each on yours cause the reference picture did have a bottom and writing on the cake board. ORRRR craft the cake you have in mind on paper and let the customer see before you make it. I would have lived yours tho, I like minimal and elegant. Kiss, honest me😁
Your cake is beautiful! I always worry about what they're going to think..... we are our worst critic. 😉 Once, after I delivered a cake, I started to worry that I had not taking the parchment circles off of the bottom of the layers..😳 I dug through my trash until I found them!! 🤪
I have been told to stop taking orders thru fb n ig because it isn't professional. But better to do it thru a website because there's no confusion. But everyone has their own way. But things can always be confused especially if the client doesn't give to much info. Just pics.
I’ve heard the same but I don’t check my emails enough to respond as necessary so I stick with social media. I am considering getting a form again though.
You are very talented Queen. Great job. It's just best. Not to take a specialized cake order via email. I think that all of this could be avoided if we actually pick up the phone and take the order. Bakeries actually talk to their customers. No way that I would go about decorating any cake. B4 getting specifics via phone call. You text or inbox for pricing. I think that the cake is pretty. But, just looking at the pics vs your cake. It didn't really pop. Just being honest. I'm into colors. So, it has to pop. It's best to send a pic of a cake that was similar to what you had in mind. Yes, I would have asked her for specifics like. The gold or white dripping. I have a client that I cook for. I had to ask him tons of questions. Before taking any of his orders. If I took orders via text. They would see the exact cake that I am making. I suggest taking pics of every decorative cake that I make. With all of the colors. Then have a catalog of those cakes. It would make your life so much easier. A standard catalog. Something like what florist do. That's when you can do it via online orders. I would still pick up the phone. To make sure the cake is Exactly what they have in mind. Don't get to caught up in this tech world. Best wishes.
The only thing you could do, would be to snap a picture prior to delivery, and say, cake is finished and delivery will be at X time. Then if they saw something that was an easy fix such as adding a bottom boarder it could be done before you leave the house. Or she could have just been waiting for you to offer a discount because that is how some people are.. Complain just to see if they can get a discount.... Either way don't let it shake you.. You will NEVER be able to plese 100% of the people... Just be happy knowing you made a lovely cake....
You handled that beautifully. We as bakers are not mind readers and on top of that you asked was there anything specific 🤦🏾♀️ Good job Sis that cake looked beautiful
It seems like you did everything you should have done! I think the cake fit the conversation you had with her and the notes taken perfectly and was a beautiful cake! It can be hard when a client has an image in there head and trouble expressing it. Always love your videos and always love a story xox
You handle that like a boss! The cake looked great and even though it was HER fault for not being specific as you asked her to be I would have to Agree with you on probably making the "drip" gold instead of white. Nonetheless! You did a great job and we all know it cld have been more glamorous if SHE wld have simply expressed that to you. At the end of the day "you can't please everybody" she shld have been more specific as you asked and YOU'RE STILL AWESOME. Keep up the EXCELLENT work! 💓
The cake was executed. I can, however, see the customer’s reaction as valid. The white drip should’ve definitely been gold drip from the start instead of white on white. The happy birthday should’ve been requested, but I can see her thinking she asked for a birthday cake and expect a happy birthday. This was a tough one off of minor errors. Wow
This is ridiculous. It was YOUR fault. You didn't take a mind-reading course prior to starting a home bakery business! What were you thinking?? Kidding aside, I'm not a professional baker but I love your videos. Keep it up!
Hello and thank you for this video. I wish I had one like it when I started out. Now I think your cake was very beautiful. I hope this helps. I have learned to send a confirmation with my list of details for items as well. For text I gather the info then retext it with my deposit info , date and time. Ex: 6in Tall Chocolate cake, colors white and gold, age topper with no personalization due: 7/27 5pm. Deposit: half. And if they sent a picture I would add it. This has come in handy because they can see what info I have and let me know if I missed anything. Also all text are sent to customers, myself and wife because we bake together. This way if something happens and I can’t start or make item she understands what we talked about and start without me.She would have customer number to call or text as well.
This is great! I actually do the same and I just added the main details that she asked for and she could request any changes etc. like changing from purple to neutral colors. I’ll push for more details and confirm more choices moving forward.
Honestly based on the pics she provided I thought at minimum they wanted happy birthday, drip and decor around the cake . I think the customer may have felt this as well and the additional questions you asked were to help refine the details. You handled the situation with grace and because of that you will always have customers. I think you should have a basic questionaire that can be filled out like "colour preference, Topper , decor top and or bottom, anything written on the cake. As an artist we are accustomed to making thumbnail prints which is just a rough sketch of what the client wants. I'm sure it is different for a cake artist but i think it helps to ensure you are both on the same page.
Maybe making one of those little cake drawings and adding the details could work, that way you can both see what is in both of your head and they can be like ohh i do want the swirl and i see that in your note it says white drip but I want a different color drip,etc.... I am not very artistic so I don't have the vision to imagine things, so i mostly go in with hope and prayer that what is in my head translate to the cake ( it rarely does, my imagination is master level LOL) . Thankfully my only client has been a friend and her only requirement was soy free/dairy free chocolate on chocolate cake and I have learned that a buttercream flowers can hide a lot of flaws and my buttercream flowers are pretty darn good.
That’s a really great idea! I only fear that sometimes I change my thoughts or something I planned doesn’t go the way I expected and so if we agreed on one design and I show up with another because of whatever reason then that might cause problems. But I’m sure there is a way to solve for that. So I definitely understand that master level imagination 😂
@@TheStationBakery You seriously handled that so well. My feelings would’ve been crushed! I can understand from both sides. You asked probing questions and gave what you gathered. I love your response.
I have a contract system. We chat via phone or text, I get as much detail as I can then I break it down via email. I say this is what I gathered from our conversation: Color Flavor Embellishments Etc Etc Date Time Pick up/Delivery And so forth Please review and add/delete Once this is complete I take all of that info and turn it into a contract which I send via email. (Paper trail to cover your butt. It's the nurse in me😊) They are to review the contract to make sure they agree with terms and details, sign/date and return to me. I got caught without a contract once and will never do that again. BTW, your cakes, desserts, and treats are fabulous. Don't let this situation shake you because you my dear are the bomb! Keep baking, keep serving and stay true to you❤
Yes I put the details into the contracts as well for when they make payments so they can look over everything and make any changes. I didn’t have many details to add so I put what I had. I should have added that part in the video!
i'll never understand when people are vague in their asking and expect to receive a super specific vision lol if you have a specific vision express that!! you're a cake decorator not a mind reader 😂
I don't see how she could be disappointed, the cake was beautiful and if she had wanted those things added to the cake then she should of told you when you reached out to ask her if she wanted anything specific! This ones on her, not you're fault at all 😉
I think this cake was beautiful. The only thing I would have changed was the drip from white to gold. I'm not sure if you do this already (don't remember if you mentioned this) but maybe email and invoice with all the specifics you both spoke about so they are aware of exactly what they said they wanted. Stay positive I think you are doing a great job.
Girl but she didnt state anything of what she wrote on the text. U ain't no mind reader. Seriously it was her fault def a beautiful cake. She got what she asked for n what the pic looked like
the customer didn't give too much detail hence why the cake didn't have much detail... I think the cake looks accurate to what the customer explained to you... what she wanted vs what she told you wasn't communicated. you handled this situation very professionally... I saw another commenter suggest possibly giving the customer a small discount off her next order for the inconvenience, that's a good business move to keep her as a customer, but I don't think you did anything wrong honestly.
I thought the cake was gorgeous. I never would’ve complained about a cake like that. Especially if I barely gave any details as to what I wanted from you. But that’s just me. I hate complaining about anything when I know somebody worked hard on it.
Honestly I think your cake was way too plain.. i completely agree with what the customer said. It looked unfinished.. I think that’s when she sent the inspiration photos she was letting you know she wanted those extra touches on and around the cake. I honestly would have been super disappointed as well, but it’s a learning experience like You said. I’m sure it taste good though 👍
I think it’s beautiful and she either wasn’t clear about her expectations or her husband’s input messed with her expectations. I do think a gold drip would have popped more and stood out from the white background of the actual cake… but what do I know? You’re the one getting paid to do this on the regular! 😂
Gold and White, simular to this cake...she said. the delivered cake wasn't simular to that cake. It would be very different with gold drip, and a border. Sorry, that is my opinion.🤷♀️ Though I love your cake, but I am not your customer 😊
![I.N "HALLUCINATION" | [Stray Kids : SKZ-PLAYER]](http://i.ytimg.com/vi/n5B5q1Hwt_U/mqdefault.jpg)
Sooo would you have done anything differently? Watch me deliver this cake and a couple of others here: ruclips.net/video/vdKAjOigaXw/видео.html
They cake was like you said youre interpretation of what she sent you in those couple pictures. Then less the purple ... Yeah I was with you. And I think based on what info you were given I think the cake was on point. Gold leaf & flowers are extra and if not ordered or asked for then 🤷 .. If anything you could have did on your end is offer a small % off her next order.
Now maybe a much more detailed order form/checklist for the future is in order like do you want this element on your cake for the clients to fill out or you depending on how the order is taken. But either way.. Example
Do you want this added to your cake:
Flowers;
Sugar flower?
Fondant?
Real?
Then color(s)?
Gold details # $ which type...
Gold Leaf ?
gold drip painted?
Im mean... But thats like having to pry info from your customers tho so idk...🤷
And you right people be nosey !!! 😂😂 I know I am sometimes !! 😂
? =$ per each flower
I think it's ok to still discuss what customers want over the phone cuz if they don't know how to explain certain ideas, you'll have an opportunity to help and offer suggestions... but after that discussion, I think you should require all official ideas be sent to you in writing or thru text message.
You did a beautiful cake! It’s hard to get what they want when they don’t know what they want.
I think the main thing I see is that when you said I see some similarities, I might have actually listed out the similarities instead of assuming we both see the same thing. I know that sounds paranoid but as one home basket to another, I've learned that extra precautions are always better. Also, I agree with you, she was probably wanting more gold to set it off like a gold drizzle.
You could have added some more gold to the cake. The gold is only on the top of the cake. With the white drip you could have added some gold sprinkles to it. And you could have asked how you want the greeting to read.
Near the end of when I was running my baking business, I would get SO specific with peoples’ cakes in order to avoid complaints-I think sometimes I was a bit overzealous 😂. Plus having every single thing written out exactly with their consent given right down to when they say “they’re flexible” and I would tell them exactly what flexible would entail. You almost have to become a lawyer taking cake orders lol! I completely understand that sinking feeling when you get a message after dropping off the cake. I personally think your cake was SO clean which I love. This was very classic “do whatever within these simple parameters”, but that’s not really what they mean. We’ve all been here in some capacity or another! You seem so upbeat about it-I was a mess for days about these things. Which is exactly why I only make RUclips tutorials now. Love listening to you tell a story 💕🥰
It can be very stressful! And that’s a lot of work lol 😅 sorry you experienced that and it affected in such a way but glad you’re here to share your skills!
I'm thinking about starting a home baking business but this is already making me think twice 😕
“...that cost extra. She ain’t pay for it.”
The end.
.
I LOVE the cake as is. I would maybe have asked her if she wanted a gold drip and explained there was an extra cost cuz them gold drips, babee.
Hey girl, yes the cake is beautiful and it does has alot of the details of the sample pictures, but the customer is right it could pop. Like just making the drip gold or adding a gold flower at the base would make a big difference.
I think yes it could pop but as a baker she designed it according to the client's request. Even if we think red drips would pop, as a baker I just can't think my red drips would pop n just go put red drips, simply because the client did not mention anything like that n I would be in the wrong... it's a thin line between what we perceive n what customer wants even from a conversation ...
They could've been more specific about it as well... then imagine her doin the most and customer says, " that's not what I wanted, it's overly done" She did what she was asked to do. As a Baker myself, if you can't be specific after me constantly asking for specifics, then I'm giving you EXACTLY what you asked for( nothing more, nothing less) She did nothing wrong.
I love the transparency of this video!!! I have seen some other bakers that are showing behind the scenes of the baking world!!! These types of videos are needed and inspire. Thank you
I’m glad to share!
I get this! Someone seems relaxed and then act all picky when they get what you give them. Right now I'm making a cake for my sis. She is giving me full reign. Hunny, I have a CONTRACT with all the details. No matter the chill relationship, I wanna be clear and also don't wanna mess up their special day.
I think you handled it very professionally! Your response was spot on! She totally did not give you much info on what she really wanted so you had creative reign. If she really wanted something specific she definitely should have mentioned that! I'm sorry you had to go through this but at least you've learned from it! I do think it's too bad she did not respond to you. To me, that tells me she's probably not a customer you want to keep as she should have responded to you trying to make it right! Thanks for the video!
Thank you so much! I have definitely learned from it.
I love your response. I think you should invest in some kind of cake order form that ask all the specific details. This way you always have a paper trail all in one place. I would also go so far as to define "flexibility" in the cake order form because people love to say they're flexible but can't bend over to pick up a dime. I saw another comment that mentioned sending them a sketch of your design prior to decorating. Loved how you handled your response.
I love the gold oreos. I do agree that all the cakes had something at the bottom but maybe the main thing is it would have popped more if the drips were a light gold or some of the drips and let her know when she changed from purple to gold that it would cost extra. Or let her know Any deep color may cost extra. I think your cake is beautiful. I really do love the gold oreos and your videos.
I love this channel I learned so much, I thank you!
I think a detailed cake order form and cake contract would eliminate any confusion and set the correct expectations for all parties.
I love that you love it!! Thank you! Yes, I’ll have to be more specific and detailed during communications.
This is why I don’t speak to customers-everything is done via email-there is no mistaken what’s in black and white. I’ve lost some orders and gained some because of this policy-but it works for my piece of mind. You were a TRUE PROFESSIONAL and I’d definitely order again considering the way you handled it! Keep going, Queen!
Thank you! I used to have a form, but decided to just answer through messages. Im now going to go back to taking orders through a form.
That was the best educational story ever. What I learned from this story that could help with future orders. Do like the stores do ask this specific questions flavor, fillings, color, what do you want on the cake and around it. Things like that. You handle it perfectly. Thanks for sharing.
I like that break down of questions to ask
Your response was stellar!!! You’re not a mind reader. She should have relayed to you what she wanted-specifically. If she doesn’t give you her vision, she gets your vision!
I can tell this bothered you. That shows that you will succeed in business. As a customer she has to take some responsibility that she didn’t say exactly what she wanted. Take is as a lesson and pat yourself on the back for all you have accomplished. You have a business, you have a RUclips channel and you have done this at a very young age. ❤️
I just couldn’t understand! But I’m glad I’m able to learn and adjust. Thank you so much for your kind words!
Nothing never fails in your cooking you make things look so perfect I can't tell it keep striving for profection.
Thank you so much! I appreciate it!
Thank you for sharing this. I totally had the same thoughts as you did about the info she gave. You were soooo professional. You have taught me so much with all your videos and I'm so thankful for this. God Bless you!🙋♀️❤
Thank you for sharing your experience! I enjoy watching your videos, they are both educational and funny. I’m learning a lot from them 😊
That cost extra and she didn’t pay for it ….got me cracking up! 😂 thank you!
First, I just want to say how much I love you! It's definitely evident you put so much thought and love into your orders. Every order I do, I feel like a piece of me goes with it! I think the customer just had a hard time communicating exactly what she wanted, and although you tried so very hard to pull it out, you aren't a mind reader. I love that you shared how you replied to the complaint and appreciate it wasn't just a refund. I think home bakers so often are quick to say, I will refund since you weren't happy. Thank you for the videos and all the tips!
Thank you!! I’ve learned to slow down on being quick to issue a refund.
your cake was GORGEOUS. I do see what your customer is saying, we have to remember they are visual and don't know what they want. Plus she had her husband navigating from the sidelines. I think if you had done gold drip, this wouldn't have happened. I love what you did but I see why she feels like it's not finished and it's just that white on white to me. Maybe if there had been some gold flaking in the drip it would have popped a little better. It's so hard when they don't give you exact details, I don't think this is a fail. I think this is just an opportunity to ask more questions when you get these type of customers or sometimes i will ask "do you want it to look just like this?" I'm sorry this happened but I'm so glad you posted this, it helps us all! I would have been over the moon with your cake just so you know!
Agree! If I had added gold to the drip the situation would be very different!
@@TheStationBakery i think so too, this was not a cake fail at all!!!!!!! That cake was gorgeous.
Thank you so much!
You handled this well. It would have broken my heart. I appreciate she let you know how she felt because you have been able to help us from yoir experience. I have had a lady that told me she was happy with a cake but then later found out she wasn't.
Thank you! Yes, I’m appreciative that she let me know! That’s how I can learn and grow and glad I was able to share it with you all!
What I’ve learn in providing services is have a contract & any changes be communicated through email with an Amendment to the Contract…I include in contract specific details & services requested
I give you props for handling the situation so professionally. To me, the customer seemed very vague on what she wanted. You did exactly as she asked. If she wanted all the extra stuff, she should have said so in the beginning.
That’s how I feel
@@TheStationBakery I'll be honest, I feel like some people are shady as all get out.
Yep there definitely are shady people out there!
@@TheStationBakery Well, I think you're doing amazing. I truly look forward to your videos 🙂
Speaking of shady people I just feel like as if maybe she had no intentions to pay from the very beginning so she made sure she found fault with the end result. To be fair you did ask all the appropriate questions so if anybody dropped the ball it was the customer
You answered her perfectly...
I think it definitely seems like you tried to get the info you needed, and I think it would be hard to be an artist of any type for this reason!
Maybe a document that people have to fill out and send back where they have to write out their desires for the cake, going forward? 🤷🏽♀️ Hopefully this one time is also the last time!!
❤️ Love your openness... it helps others of us to learn how to handle miscommunications and how to maybe avoid them in the first place! Appreciate you, girl! Keep up the amaaaazing work!! 🎂
I’m glad I’m able to share so other people can learn! Yes, I’m going to create system where details are more clearly explained. Thank you so much!
The only thing I can think of is either sending a prototype of your design and/or telling the customer know what your design plan is. I felt sad for you when you said your heart dropped. You should still be proud of your work! Bummer she didn't like it, but it was still beautiful. I think it's generous of you to want to work with her again in the future.😅 But I feel you on it being a lesson learned. Thank you for sharing that experience with us.
❤️
Kudos to you for acknowledging the customer's concern. Has there ever been a time where you refunded or discounted a cake order? My opinion for this particular situation I don't believe that there should have been a reduction in price as it was a bit hard to understand what she wanted. I maybe would have offered 10-20% off her next order. However, I totally agree to have it in writing because I have had some customers that are particular, and I want to make sure I understand what they want. I will say that I do love the idea of RUclipsr Karolyn Kakes routine is to send a picture of the finished cake, but I haven't tried it yet as it will add a bit more time to my process. This really was a good video to learn from your experience. Thank you for sharing.
You’re vibe 🥰. And then you hits us with “I’m ‘bout to slice this cake 🔪 🍰” 🤣🤣 Love it all.
Lol thank you!
I think you kept an open mind with the feedback and responded professionally. That being said, I’m reminded of the saying, “you have not because you ask not” and she wasn’t able to give you specifics when you asked which did leave it up to your interpretation of her more generic request. The cake was beautiful. As far as what I would’ve done differently, I like to ask the same question several different ways to get as much information as possible. I find that if we put somebody on the spot for details, they may not be able to register that information so I try to give a few different options…”what do you like about all these cakes?”…”is there something you’d love to see on the cake?”…”How do you want your MIL to feel when she sees it?”…”What would you like this cake to say?” It’s definitely overkill, but I think you did exactly what was asked and it looked great!!!
I like that idea of asking different ways because it can be confusing for the client. Thank you for sharing!
First let me say the cake was beautiful, she got what she asked for and you definitely handled it the proper way! Its her loss if she doesnt come back🤷♀️
Thank you so much!!
You are amazing! Thank you for sharing all your wisdom. You are saying into that I only thought I struggled with❤️ May God bless your hands and your business
Ah the cake was beautiful- it can be frustrating though when the customer isn't completely happy especially when the customer is not 100% of what they want💜💜
Definitely!
It happens. Once I made a cake two weeks early. I sent her a picture of the cake to see if she liked it and she asked if it was a fake cake. I told her it was and I was just playing around with the design. It was a 2 tier cake btw. My family and I snacked on it and I made the cake again when the time came.
Hey! I loved that you shared this! I feel like you did the best you could with the info you got. The cake made looked amazing! I would have been totally happy with it! Thanks so much for sharing!😍
Thank you so much!
Girl have I told you how much I love you. You are so real and I'm here for it! "I'll save my purple food coloring" 💜🤣🤣🤣 I've also noticed or learned that when people ask for something "similar" to this they want that exact cake or as close to it as possible. They have that picture in their mind already and expect that same item. Maybe next time ask what color frosting and what color drip etc and what saying on the board?
This seems to be true and now I know moving forward to have this in mind and confirm confirm confirm! Thank you!
I would say to no matter who your customers are, for you to create an order form where they can write the story of their vision. Then you will call the customer to read/confirm all of their details. That way you’ll have it in writing in their words and your hands are clean after that. 🤗
Love this blog and the way you handled the situation.
Thank you! It was a tough one.
I noticed that all the pics she sent you had lots of gobbledygook on the tops, sides, and base. So obviously she was seeing something different than you were. I’ve done custom work for decades in various mediums (baking, sewing, art, etc) and know it can be tough getting all the details right. One thing I’ve learned comes from my experience as a machine manufacturer… use purchase orders for everything, get it in writing. You could create a fillable order form where all the details can be written out and give space for the customer to DRAW out details because pics are sometimes easier than words. Even if they can’t draw well, if they put squiggles on the sides, you know they expect something on the sides and you can clarify verbally if necessary. Best of luck on your business journey! I love hearing about your adventures! 🥳😋😃🌻
First... It's not just you! I think you already learned the best lesson... Get everything in writing. When I have a conversation over the phone I summarize it in an email to them and I ask them to reply that it's okay or with any corrections. You obviously really tried to get them to give details so you did your part, LOL.
Thank you for sharing! I appreciate it!
Love your videos, it's like being in your kitchen, just hanging out and chatting lol
Thank you!! Hopefully we’ll hang out in the kitchen again soon! 😉
I totally understand that sinking feeling!
It’s horrible
when clients dont give me much description or tell me to do my own design, i like to give them a description of the cake or a rough drawing of what i am thinking just to help manage their expectations when they are placing the order. if they agree then i move forward with my ordering process
That’s a great idea!
This is why I have a recorder app on my phone and this is also why I do a recap via email....this helps eliminate issues and its also trigger other thoughts in the clients head to say oh yeah, I forgot about this...
I like it!
"That cost extra abs she ain't pay for it.." 🤣🤣🤣 but this is my biggest worry, will the customer be happy and love what they requested. Now I do have total confidence in my abilities but everyone had their own opinion. 🤷🏾♀️
😂 you never really know and you just have to be prepared and do what you can to handle the situation as professionally as possible.
I will say, your cake was stunning as it was and I'm sure it was delicious and you did nothing wrong at all. But you asked what I would do differently or take away from this order so here goes...The things I would take note of are basically that...you went with a minimalist approach, however, in the photos she sent you none of those really look very 'minimalist' to me. While the drip and tall cake look similar in all of them, what I notice is that in all of them they have more going on on the top and all of them have something around the bottom of the cake or cake board whether it is more of the cookies from the top or a ribbon or icing. Also all of the drips have some kind of color or decoration/sprinkle to it that "pops" the drip from the cake. So maybe just that would be my suggestion as a take away from this order. I don't think you did anything WRONG...and I'm not being critical I swear...just thinking what maybe you could/should have done different. Maybe asked if she wanted it minimalist or a little more 'glam'? As for her wanting Happy Birthday...none of those cakes really have that so I wouldn't have assumed that either unless she had specified.
Thank you so much Mariah for your perspective! I appreciate it and see I didn’t catch any of the things you caught which is why I’m curious to see what others see and hear other perspectives. And you’re right about the drip “popping” that makes complete sense to me. Thank you for adding this perspective!
Yea she is actually right on that one. Maybe next time try to take notice of every element the picture cake has, and make a version of each on yours cause the reference picture did have a bottom and writing on the cake board. ORRRR craft the cake you have in mind on paper and let the customer see before you make it.
I would have lived yours tho, I like minimal and elegant.
Kiss, honest me😁
Your cake is beautiful! I always worry about what they're going to think..... we are our worst critic. 😉 Once, after I delivered a cake, I started to worry that I had not taking the parchment circles off of the bottom of the layers..😳 I dug through my trash until I found them!! 🤪
😆😆😆 the paranoia is REAL!!
I have been told to stop taking orders thru fb n ig because it isn't professional. But better to do it thru a website because there's no confusion. But everyone has their own way. But things can always be confused especially if the client doesn't give to much info. Just pics.
I’ve heard the same but I don’t check my emails enough to respond as necessary so I stick with social media. I am considering getting a form again though.
I messed up a cake. Apologized, remade the cake. End of story. That's how you learn.
You are very talented Queen. Great job.
It's just best. Not to take a specialized cake order via email. I think that all of this could be avoided if we actually pick up the phone and take the order. Bakeries actually talk to their customers. No way that I would go about decorating any cake. B4 getting specifics via phone call. You text or inbox for pricing.
I think that the cake is pretty. But, just looking at the pics vs your cake. It didn't really pop. Just being honest. I'm into colors. So, it has to pop.
It's best to send a pic of a cake that was similar to what you had in mind. Yes, I would have asked her for specifics like. The gold or white dripping. I have a client that I cook for. I had to ask him tons of questions. Before taking any of his orders.
If I took orders via text. They would see the exact cake that I am making. I suggest taking pics of every decorative cake that I make. With all of the colors. Then have a catalog of those cakes. It would make your life so much easier. A standard catalog. Something like what florist do. That's when you can do it via online orders. I would still pick up the phone. To make sure the cake is Exactly what they have in mind. Don't get to caught up in this tech world. Best wishes.
The only thing you could do, would be to snap a picture prior to delivery, and say, cake is finished and delivery will be at X time. Then if they saw something that was an easy fix such as adding a bottom boarder it could be done before you leave the house. Or she could have just been waiting for you to offer a discount because that is how some people are.. Complain just to see if they can get a discount.... Either way don't let it shake you.. You will NEVER be able to plese 100% of the people... Just be happy knowing you made a lovely cake....
Thank you! That’s kind of what I was thinking too. She probably was seeing if I would offer a discount.
The only problem with this is they nit pick the heck out of it. I didn’t do this with cakes but with badge holders and it was a nightmare.
This is very true.
You handled that beautifully. We as bakers are not mind readers and on top of that you asked was there anything specific 🤦🏾♀️ Good job Sis that cake looked beautiful
Thank you so much! I appreciate it!
It seems like you did everything you should have done! I think the cake fit the conversation you had with her and the notes taken perfectly and was a beautiful cake!
It can be hard when a client has an image in there head and trouble expressing it.
Always love your videos and always love a story xox
Oh definitely! And thank you so much!
You handle that like a boss! The cake looked great and even though it was HER fault for not being specific as you asked her to be I would have to Agree with you on probably making the "drip" gold instead of white. Nonetheless! You did a great job and we all know it cld have been more glamorous if SHE wld have simply expressed that to you. At the end of the day "you can't please everybody" she shld have been more specific as you asked and YOU'RE STILL AWESOME. Keep up the EXCELLENT work! 💓
Thank you so much for your input!
@@TheStationBakery Anytime! 🙂
The cake was executed. I can, however, see the customer’s reaction as valid. The white drip should’ve definitely been gold drip from the start instead of white on white. The happy birthday should’ve been requested, but I can see her thinking she asked for a birthday cake and expect a happy birthday. This was a tough one off of minor errors. Wow
True true!
This is ridiculous. It was YOUR fault. You didn't take a mind-reading course prior to starting a home bakery business! What were you thinking??
Kidding aside, I'm not a professional baker but I love your videos. Keep it up!
what do you price your cakes at?
Omg!! I love your video!!
Aww thank you!
Hello and thank you for this video. I wish I had one like it when I started out. Now I think your cake was very beautiful. I hope this helps. I have learned to send a confirmation with my list of details for items as well. For text I gather the info then retext it with my deposit info , date and time. Ex: 6in Tall Chocolate cake, colors white and gold, age topper with no personalization due: 7/27 5pm. Deposit: half. And if they sent a picture I would add it. This has come in handy because they can see what info I have and let me know if I missed anything. Also all text are sent to customers, myself and wife because we bake together. This way if something happens and I can’t start or make item she understands what we talked about and start without me.She would have customer number to call or text as well.
This is great! I actually do the same and I just added the main details that she asked for and she could request any changes etc. like changing from purple to neutral colors. I’ll push for more details and confirm more choices moving forward.
Honestly based on the pics she provided I thought at minimum they wanted happy birthday, drip and decor around the cake . I think the customer may have felt this as well and the additional questions you asked were to help refine the details.
You handled the situation with grace and because of that you will always have customers.
I think you should have a basic questionaire that can be filled out like "colour preference,
Topper , decor top and or bottom, anything written on the cake.
As an artist we are accustomed to making thumbnail prints which is just a rough sketch of what the client wants. I'm sure it is different for a cake artist but i think it helps to ensure you are both on the same page.
Thank you so much! You are correct, and I have created a digital order form with all of your suggestions that I’m hoping to share soon!
The video is good and it looks so delicious I subscribed to the channel🙆🏻♀️❤️
Thank you! Welcome!
Maybe send her a pic of the (basic)finished product. Ask if she wants you to add anything else?
Maybe making one of those little cake drawings and adding the details could work, that way you can both see what is in both of your head and they can be like ohh i do want the swirl and i see that in your note it says white drip but I want a different color drip,etc.... I am not very artistic so I don't have the vision to imagine things, so i mostly go in with hope and prayer that what is in my head translate to the cake ( it rarely does, my imagination is master level LOL) . Thankfully my only client has been a friend and her only requirement was soy free/dairy free chocolate on chocolate cake and I have learned that a buttercream flowers can hide a lot of flaws and my buttercream flowers are pretty darn good.
That’s a really great idea! I only fear that sometimes I change my thoughts or something I planned doesn’t go the way I expected and so if we agreed on one design and I show up with another because of whatever reason then that might cause problems. But I’m sure there is a way to solve for that. So I definitely understand that master level imagination 😂
And wow to you making buttercream flowers!! That’s a skill!
It was the “that costs extra and she ain’t pay for that” for me 😂
😂😅
@@TheStationBakery You seriously handled that so well. My feelings would’ve been crushed! I can understand from both sides. You asked probing questions and gave what you gathered. I love your response.
Thank you so much, it was a little difficult at first but then I had to take my emotions out of it and think business wise!
I have a contract system. We chat via phone or text, I get as much detail as I can then I break it down via email. I say this is what I gathered from our conversation:
Color
Flavor
Embellishments
Etc
Etc
Date
Time
Pick up/Delivery
And so forth
Please review and add/delete
Once this is complete I take all of that info and turn it into a contract which I send via email. (Paper trail to cover your butt. It's the nurse in me😊) They are to review the contract to make sure they agree with terms and details, sign/date and return to me. I got caught without a contract once and will never do that again.
BTW, your cakes, desserts, and treats are fabulous. Don't let this situation shake you because you my dear are the bomb! Keep baking, keep serving and stay true to you❤
Yes I put the details into the contracts as well for when they make payments so they can look over everything and make any changes. I didn’t have many details to add so I put what I had. I should have added that part in the video!
@@TheStationBakery oh ok. That's good to hear.
i'll never understand when people are vague in their asking and expect to receive a super specific vision lol if you have a specific vision express that!! you're a cake decorator not a mind reader 😂
Maybe take a picture and send to customer for feedback beforehand, so you can make adjustments if needed.
I don't see how she could be disappointed, the cake was beautiful and if she had wanted those things added to the cake then she should of told you when you reached out to ask her if she wanted anything specific!
This ones on her, not you're fault at all 😉
Thank you! I appreciate it!
I think this cake was beautiful. The only thing I would have changed was the drip from white to gold. I'm not sure if you do this already (don't remember if you mentioned this) but maybe email and invoice with all the specifics you both spoke about so they are aware of exactly what they said they wanted. Stay positive I think you are doing a great job.
Sorry this happened to you. I do a drawing for my customers to approve.
She didn't tell you. She didnt let you know. She should have said...
Agreed
Girl but she didnt state anything of what she wrote on the text. U ain't no mind reader. Seriously it was her fault def a beautiful cake. She got what she asked for n what the pic looked like
Definitely a situation of miscommunication for sure!
the customer didn't give too much detail hence why the cake didn't have much detail... I think the cake looks accurate to what the customer explained to you... what she wanted vs what she told you wasn't communicated. you handled this situation very professionally... I saw another commenter suggest possibly giving the customer a small discount off her next order for the inconvenience, that's a good business move to keep her as a customer, but I don't think you did anything wrong honestly.
Thank you very much! That’s how I feel.
💜
Hi Veronica!
@@TheStationBakery Hi luv💜
Okay so she got upset that the cake she didn’t give any guidance on didn’t turn out exactly how she wanted. ?????
lol that’s what it seemed like on my end
I thought the cake was gorgeous. I never would’ve complained about a cake like that. Especially if I barely gave any details as to what I wanted from you. But that’s just me. I hate complaining about anything when I know somebody worked hard on it.
I understand that! Thank you!
Honestly I think your cake was way too plain.. i completely agree with what the customer said. It looked unfinished.. I think that’s when she sent the inspiration photos she was letting you know she wanted those extra touches on and around the cake. I honestly would have been super disappointed as well, but it’s a learning experience like You said. I’m sure it taste good though 👍
Thank you for sharing your thoughts! I agree as I look back that there could have been more.
I think it’s beautiful and she either wasn’t clear about her expectations or her husband’s input messed with her expectations.
I do think a gold drip would have popped more and stood out from the white background of the actual cake… but what do I know? You’re the one getting paid to do this on the regular! 😂
I definitely agree with you! The gold drip would have changed everything.
Gold and White, simular to this cake...she said. the delivered cake wasn't simular to that cake.
It would be very different with gold drip, and a border.
Sorry, that is my opinion.🤷♀️
Though I love your cake, but I am not your customer 😊
Thank you for sharing your thoughts! I agree if I made the drip gold then it would have gone differently.
@@TheStationBakery It's not a crime when a customer for one time isn't happy with the cake. We're all people and do our best 🌹💪
Definitely!