Regarding this post, I was not trying to defend the delivery of Lux Sugar's cupcakes, but rather point to the larger trend of how bakeries handle feedback. Of course the way the cupcake shipment in question was received is not acceptable. I wasn't disputing that but was talking about how a bakery, in this case, Lux Sugar, should handle such a situation after the fact. For the record, I had only seen the comment here and not the original post on All Things Cupcake before I posted, hence my update.
Also for the record, I think (should be obvious) that bloggers, Flickr users, whoever, sharing their experiences, good and bad, about bakeries and cupakes is for the good of all of us. It helps people make decisions and get information about cupcakes, which is something we are trying to further here. My other point from the previous post is that bakeries can and should learn from negative customer experiences as much as, if not more so, than positive ones. The knee-jerk impulse to say, as one bakery owner did to me, "But why are they writing these things?" is not useful for them or anyone else. If you don't understand why, ask and find out.
We have had several bakeries write to us an basically complain that people were leaving negative reviews of their bakery on here (I don't know if they are also contacting other people regarding this). My point was meant to be (perhaps this did not come across) that rather than just complaining, and certainly complaining to Cupcakes Take the Cake about our commenters' opinions, bakeries should try to do something about the problems their customers have with their service.
Will that appease an unsatisfied customer? Maybe yes, maybe no. In the case, of, say, Georgetown Cupcake, where numerous customers have noted that the bakery doesnt keep the hours they have posted on the door, some people are willing to go back and try again, some aren't.
You are free to disagree with me on this or any other point. That was also my point; that we welcome open discussion here, though I have a suspicion some bakeries are posting here anonymously which we do not appreciate (the many threads about Miami cupcakes are but one example). If a bakery has something to say, I personally would rather they say it and acknowledge their customers' experiences than comment anonymously. But please keep in mind this is just one person's opinion, and I don't think it's any more valuable than anyone else's. Just wanted to clear the air on that issue.
I'd love to hear about situations going beyond this one example, about how bakeries can better serve their customers. I think a suggestion box is always a nice touch. What about you?
Also for the record, I think (should be obvious) that bloggers, Flickr users, whoever, sharing their experiences, good and bad, about bakeries and cupakes is for the good of all of us. It helps people make decisions and get information about cupcakes, which is something we are trying to further here. My other point from the previous post is that bakeries can and should learn from negative customer experiences as much as, if not more so, than positive ones. The knee-jerk impulse to say, as one bakery owner did to me, "But why are they writing these things?" is not useful for them or anyone else. If you don't understand why, ask and find out.
We have had several bakeries write to us an basically complain that people were leaving negative reviews of their bakery on here (I don't know if they are also contacting other people regarding this). My point was meant to be (perhaps this did not come across) that rather than just complaining, and certainly complaining to Cupcakes Take the Cake about our commenters' opinions, bakeries should try to do something about the problems their customers have with their service.
Will that appease an unsatisfied customer? Maybe yes, maybe no. In the case, of, say, Georgetown Cupcake, where numerous customers have noted that the bakery doesnt keep the hours they have posted on the door, some people are willing to go back and try again, some aren't.
You are free to disagree with me on this or any other point. That was also my point; that we welcome open discussion here, though I have a suspicion some bakeries are posting here anonymously which we do not appreciate (the many threads about Miami cupcakes are but one example). If a bakery has something to say, I personally would rather they say it and acknowledge their customers' experiences than comment anonymously. But please keep in mind this is just one person's opinion, and I don't think it's any more valuable than anyone else's. Just wanted to clear the air on that issue.
I'd love to hear about situations going beyond this one example, about how bakeries can better serve their customers. I think a suggestion box is always a nice touch. What about you?
Comments
i had a bad experience (being charged 5 dollars for one mini while purchasing a 38 dollar dozen) at their very new establishment and emailed them about it.
the email went unanswered.
seems to me that having their email address on their site would invite both orders and customer feedback.
well i had ordered and offered feedback, the order was fulfilled and the feedback was ignored.
so, i have decided to write once again. if this email goes unanswered, i will be convinced that they don't care about their customers and will be changing all online reviews.