'Can I just...' is killing me!

[cjd]

I take your point but if only it were that easy......

Today I've finished 2 late orders and had a late request to cancel an order which was delivered whilst on the phone. The late orders were for events cancelled 2 weeks ago, new venue found - all systems go. The 3rd order came in 3 weeks ago, for reasons beyond their control - event cancelled. All 3 are longstanding loyal customers who are reacting to the circumstances they find themselves in. Our problem has been to happily accommodate and work with them, which, as numbers have grown, has caused the difficulties.

I think you just showed us why it really does need to be that easy. You either need to be charging a realistic rate and have processes for last minute orders or you need to refuse the business. Where you are now is not sustainable.

 

[Paul Carmen]

I take your point but if only it were that easy......

Today I've finished 2 late orders and had a late request to cancel an order which was delivered whilst on the phone. The late orders were for events cancelled 2 weeks ago, new venue found - all systems go. The 3rd order came in 3 weeks ago, for reasons beyond their control - event cancelled. All 3 are longstanding loyal customers who are reacting to the circumstances they find themselves in. Our problem has been to happily accommodate and work with them, which, as numbers have grown, has caused the difficulties.

That's the definition of madness. You'll never solve your problem or be able to scale like that.

Put some structure in; e.g. 30% upfront deposit non refundable, late urgent orders attract a 50% surcharge.

 

[fisicx]

I take your point but if only it were that easy......

Today I've finished 2 late orders and had a late request to cancel an order which was delivered whilst on the phone. The late orders were for events cancelled 2 weeks ago, new venue found - all systems go. The 3rd order came in 3 weeks ago, for reasons beyond their control - event cancelled. All 3 are longstanding loyal customers who are reacting to the circumstances they find themselves in. Our problem has been to happily accommodate and work with them, which, as numbers have grown, has caused the difficulties.

They are not your problems. Cancellations still need to paid for. Late orders get a surcharge. They may be longstanding customers but they are taking the mick.

 

[Lucan Unlordly]

Where you are now is not sustainable.

If that's the case it's been unsustainable for 29 years.

That's the definition of madness. You'll never solve your problem or be able to scale like that.

Put some structure in; e.g. 30% upfront deposit non refundable, late urgent orders attract a 50% surcharge.

See below.......

They are not your problems. Cancellations still need to paid for. Late orders get a surcharge. They may be longstanding customers but they are taking the mick.

Probably my fault but to clarify the situation regarding cancellations.

There was no loss of money here. The 2 events that were pencilled in for supply of goods on 'x' date were scrubbed from the board and returned at *short notice. Most orders are paid up front. The 3rd would have been cancelled but the customer had no problem (and no choice) retaining the goods for their next event.

*although not the product in question if a fancy Birthday Cake is cancelled because 5 year old Chantelle has Chicken Pox, mum takes a week to find a new venue and calls to say 'can I re-place the order', there's a decision for the baker to make and I do realise I've made a rod for my own back in this respect by saying yes.

However, I didn't spend most of my days in advertising without understanding that adding a 50% surcharge would be front page gossip at the school gate and likely have negative overtones.

 

[Lucan Unlordly]

I'm seriously thinking about closing down for a fortnight or longer if needs be and am balancing the absolute need to do something with the commercial 'suicide' of stopping all orders. What would you do?

By way of an update, and to bring the thread closer to it's original question, I've found a little time to question and educate a few of our bigger customers who've been guilty of placing late orders, pulling out the sympathy card with a detailed synopsis of my recent medical history...... 'I'm absolutely bxxxxxxd'!
I'll be taking 2 months off, order in good time or xxxx xxx appears to have been quite well received?

 

[cjd]

By way of an update, and to bring the thread closer to it's original question, I've found a little time to question and educate a few of our bigger customers who've been guilty of placing late orders, pulling out the sympathy card with a detailed synopsis of my recent medical history...... 'I'm absolutely bxxxxxxd'!
I'll be taking 2 months off, order in good time or xxxx xxx appears to have been quite well received?

Ok, but you're making this far too personal, your customers really shouldn't know anything about your medical problems and it won't make any difference to them when their next last minute problem happens (or if it does, it'll make them think that they need to be looking elsewhere, especially if you're bu88ering off for the next two months). Please, run this like a business, change your procedures and pricing