We messed up yesterday. We’re sorry, and we’ve learned a lot from it.
We had a delivery of cupcakes that was to go out and be in the hands of our client by 10 a.m. With custom Quippies. For a birthday party.
The cupcakes didn’t get delivered by 10.
At about 10:08 a.m., the client called and said, “Uh, hi. Where are our cupcakes?”
Panic ensued in the Foiled Cupcakes office.
Why it happened:
It doesn’t matter why it happened. The client didn’t get their cupcakes on time. No excuses. It was totally our bad and due to miscommunication on our end internally.
Another layer of blah:
The Quippies were not like the client wanted. Instead of “HAPPY BIRTHDAY JANE!” on one Quippie, and “HAPPY BIRTHDAY JOHN!” on another Quippie, a single Quippie said “HAPPY BIRTHDAY JANE! HAPPY BIRTHDAY JOHN!”
What the client said via e-mail shortly after the havoc:
“… Sorry, guys, but I don’t think that we’ll be able to use you going forward. There is too much competition out there, and this order was mangled, start to finish.”
What we have done to fix it:
We will double and triple confirm all delivery times with our drivers to make sure there is no gap in communication or confusion.
We will discontinue our relationships with drivers who don’t prioritize the delivery of your cupcakes in a timely manner.
We will get Custom Quippie proofs from our designer, forward them to you, and get e-mail approval before printing. We will correct/perfect the Quippies until you are satisfied with the customization.
We have sent a request into our web developer to get another form field into the Custom Quippies section; we want to get all details possible to make sure we get your Quippies just right.
We can’t promise for sure, but we’re hoping that these measures will help us serve you better.
If we’re not on time, we can really mess up our valuable clients’ plans.
We really, really value our clients. Losing a client is literally heart-wrenching.
We recognize that people are relying on us to bring them shiny happy goodness, and if we can’t deliver, then people won’t order from us.
We messed up. We’re sorry. We’ll learn from this, and we’ll be better.