187. Baking it Down - The At-Fault Cult

Baking it Down with Sugar Cookie Marketing 🍪

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🫗 The AtFault Cult - Taking 100% of the blame shame.

In this week's Baking it Down Podcast - Episode 187 - At Fault Cult, we admit it - you guys say we "run to the refund," 🥛 so if you want to sip the Kool-Aid, grab a glass because this pod is about joining the At-Fault Cult.

In all seriousness though, we wanted to explain the long-term benefits of the short-term losses "absorbing fault" can have on your bottom line. And here's the kicker - 😵 we'll be talking about absorbing the fault that belongs to the client.

⚔ You see, "🗣️ he said / 🗣️ she said" arguments are all about assigning blame. How much culpability does either party have? 👈👉 What was each person's role in this business blunder?

But once blame is assigned, we now have a "baker vs. client" scenario - a fight to the de🩸ath. So really, who loses? 😖 It's always the baker - because even if you're right, you're still wrong because you lose the client long-term.

🤔 "But I also lose if I refund, right?"

Yeah - You do - 🤏 you lose a little. 🔮 But what you don't (or can't) see is the long-term "a lot more" loss of the lack of that client returning - 😓 or worse, that client going out of their way to un-recommend you.

Instead of our typical list format, 🥺 I'm going to retell Corrie's podcast confession - a mistake she kinda made and the client kinda made, but she took 100% of the blame for it.

A few weeks ago, Corrie let Laurie (lol, 🙊 they rhyme) bypass her form when Laurie reached out through email. "Eh, simple order, what's the harm," she figured.

🗣️ Narrator: "But there was much harm."

Laurie had specified three simple designs across three dozen cookies: 💊 a pill (because he was a doctor), 🏈 a football (because he liked football), and ⚾ a baseball (because he liked baseball).

Easy right? 📧 However, Corrie's form requires inspo photos - but reeeemember, the client bypassed the form. 🖼️ There were no inspo photos to be referenced.

Lo, and behold, Corrie sends Laurie the pre-pickup picture to which Laurie replies with... dun dun duuun... 😲 "Where are the sports team's logos??" Corrie scrambled to add a few logos, but there was absolutely no way to get the order up to the client's expectations in enough time.

But the client was to blame, right? Because...

• 💢 Laurie was the one who circumvented the form when she saw her date was booked. All orders must go through the form!
• 💢 Laurie was the one who gave general descriptions of what she wanted leaving out the specific details about the logo. How was Corrie to know?!
• 💢 Laurie never sent inspo photos to help dictate her order requirements.

💸 Laurie Laurie Laurie... was refunded 100% of the order and apologized to. Why? Because so what if Laurie was to blame even partially for the cookie miscommunication? What does Corrie win when Laurie loses?

Corrie wins the opportunity to get a bad review and loses all potential future orders from Laurie. By being the "at-fault party," Corrie let Laurie save face. And guess what Laurie did? ⛔ She wouldn't accept the free order. She begged Corrie to at least let her pay half.

🤔 Her reasoning? 🙏 "I want to be able to order from you again in the future, I loved this experience."

When you take the blame, even the blame that wasn't yours to bear, you make your clients feel like your business is a safe space to make mistakes.