Of course, I am a professional cake decorator, so I am using my cake business as an example to make my point. But, of course, this would be true for almost any business that involves interaction with customers. Customer service is not a department it’s an attitude.
Effective communication and customer service
Here’s my take on this matter when it comes to effective communication and customer service with customers Remember that time when you were so upset with a product you purchased; yet when you got there how your complaint is mostly dependent on the way they treated you? If they were really nice; you tend to be more patient and give them the benefit of setting things right; if not, you get more upset. Yeah? So basically it depends on effective communication and customer service; right? I am a cake decorator, so believe me I know the feeling too. I too get upset! I too feel like I want to let the customer know that there is a lot more than just INGREDIENTS to baking the cake. Where do you think this sensitivity comes from? Often – the most important word ‘pricing’ Recently, I’ve been reading a lot of comments and posts on Facebook groups where cake decorators are finding ways to get back at the customer in an attempt to show the customer ‘It’s not just cake’. Honestly, some handle it very unprofessionally too. As an employee, when I just started off – the policy ” the customer is always right” would always upset me. I’ve been a victim of that myself so It would bother me that they would NEVER ever make the customer lose face. We tried to accommodate as much as we could even when we knew the customer was taking advantage of our kindness, generosity, and sometimes even our patience. Because that was what our company policy was – the customer is the most important, no matter what. So; my high standards of customer service having worked for over 10 years with Singapore Airlines have been ingrained. And often I will get my customer compliments me about it. Effective Communication and customer service (good customer service) are key to any business and it is important to understand that even if you do not get the order; that person will go out and talk about you should your business come up in a conversation. No matter how rude you think the customer is, you must remember that the customer speaks for himself as an individual, not for all customers, you, on the other hand, speak for your business. What you say is perceived as you speaking on behalf of your business.
What would your answer be? You may have a very different take on this topic and that’s ok? I’d love to hear about it in the comments below.
What would you have said and how would you have reacted? These are just to give you an idea of how frustrating customer inquiries can be. It is very easy to go off course and explain to people why you charge so much for your cake.But ask yourself – is it worth it? Will it get you the order? Sometimes you do need to educate a customer as I did in scenario II but most other times; it’s best to just let go.
More from the cake business
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People will forget what you did; But, People will never forget how you made them feel. Yes, I was supposed to order a cake for my son’s birthday which did not work out but she sounded really nice and professional. Her work is gorgeous. Someday hope to order from her. and not Oh, I called her for a cake and things got ugly by the end of the discussion. She’s really expensive and when I asked her to lower the price she gave me all this crap about how much time she puts into her cake!(let’s not forget – when people complain they usually exaggerate, don’t they?) Let’s make cake decorating a business run by professional moms while still maintaining that softness where it matters most. Last but not least -I’d love to hear about any experience you had with a customer that was beyond the ordinary. Was it a complaint that really got to you? Was it a cake order that took its toll? I love stories and, oh boy you could spend an evening with me just laughing at my cake stories.
