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š How 2 Turn Down Orders - When youāre new and need orders.
In this week's Baking it Down Podcast - Episode 276 - How To Turn Down Orders When You Need Orders, the beginner baker needs to turn down orders - yes, even when they need orders. Sometimes the client isn't the right match, the client has expectations that exceed current skill set, or the baker just doesn't have the time to handle as much back-and-forth as a specific client needs to feel comfortable.Ā
So how do you turn down orders when you need more orders? The typical recommendation is to say you're booked - which works pretty well for an established baker who is well... typically booked. But for the new baker, it puts them in a bind. They reject the client by claiming they're booked today, but are posting in a Facebook group looking for orders tomorrow. It's a fast way to lead to an upset client and an awkward conversation.Ā
We have a better strategy (actually copy templates) you can steal.
ā Client is coming from another baker
Issue:Ā
"I recently had a potential customer who has been a little strange and kind of insulted my work. She normally gets her cookies from another baker who has been doing this for a decade, but tried my cookies at a market and likes my flavor better. So when we discussed her cookie designs, she kept saying whatever āIām most confident inā that I can make look like this other person because āsheās been doing it for a decade so you should check out her work.ā Basically saying my designs arenāt up to par with this person who has been doing it for much longer."
(this was an actual thread posted in the Sugar Cookie Marketing group)
Response:
"Hey client! I really gave this order some thought, and while I appreciate your confidence in me, my goal is to ensure my clients are 100% happy - even if that means referring them to another baker.Ā
I don't believe my current skillset will knock this out of the park in the way your order deserves, and having a client that I've missed the mark with is far worse than losing a sale. Thanks so much for considering me, and I hope XYZ baker can really stick the landing on these! In the meantime, I'll be in the kitchen working on new techniques, and I'd love the chance to work with you on a future order when I've had more time in the saddle!"
Now, I understand my wording puts a lot of the "accountability" on you and not on her being high maintenance, but we feel like this delivery softens the blow of "I don't want your order." Tweak, delete, or steal it!
Ā ā Client needs some babysitting
Issue: Client is asking for too much babysitting back and forth.
Response:Ā
āHey client! Love the direction weāve gotten with this order - itās going to turn out really amazingly. Letās firm up the details in the next two emails so I can make sure I meet your due date on this order - I donāt want any snafus with the postal system causing any delays.Ā
Hereās what I need from you: [list of outstanding design choices]
Once I get that, Iāll start gathering the supplies for your order. Weāve got your invoice paid, and then Iāll be in the kitchen! If you want to reply to this email with any outstanding questions about your order, Iāll knock those out in my final response, and we can finalize this!"
ā Client is asking for a more advanced set
Issue: This person is asking for designs outside the skillset youāre comfortable with:
Response:
āHey client, thank you so much for considering me. I just reviewed your cookie inspiration photos you sent over, and I want to be 100% with you and my abilities. I donāt think Iāll be able to nail the look youāre going for, but I also know you deserve someone to knock this set out of the park for your big day.
I wouldnāt be comfortable with taking your order, but I do have a few bakers Iām going to recommend that could probably nail this specific look for you.
I donāt know their availability, but hereās the link to each Facebook Page so you can see their past work and review it before reaching out!
Thank you so much for even considering me. Iām going to work hard on my decorating skills so I can be confident in this look and earn your business down the road!ā
ā Client is anxious about the order
Issue: Client is anxious about the order process and feels distrustful of the baker.
Response:Ā
āHey Client! Thank you so much for trusting me with your big day and cookies. I am so excited to bake these up for you!
I just want to let you know how the process goes so you can feel at ease and know that your cookies are being taken care of and are my utmost priority.
Since we booked you already and we've got about 2 weeks before I start prepping your order, what Iām doing now is reviewing everything, and Iām going to send you an update email 1 week out from pick-up. After that, Iām going to start the prep process by getting the dough mixed, finding the corresponding cookie cutters to the ones we discussed, and then Iāll begin baking.
I donāt send update photos as I go since they wonāt make sense until Iām done. An eye-less Elsa isnāt for the faint of heart! Once I finish the set, Iāll send you an email with an order update, a look at your finished set, and we can nail down a pick-up time for the next day."
š Snag this podcast on any major podcast player (Spotify, Apple Music, Audible, Amazon Music, or watch it on YouTube) by searching for Baking it Down Podcast - Episode 276 - How To Turn Down Orders When You Need Orders.
