This January we celebrated our 10th year in the cake business. 10 years sounds like a lot but not a lot at the same time. I’m so proud of Marc and myself for how far we’ve come. We’re not a huge company and we run pretty much under the radar but we’re still here, and with a wonderful set of loyal clients.
I just wanted to share with you some of the things I’ve learned along the way.
1. The customer always comes first
As the saying goes, “The customer is always right.” That might not be so all the time, the request might seem impossible but you have to do what you can to make the customer happy. Always keep them in mind in everything you do because without happy customers you’ll end up having no customers.
2. People are apprehensive of certain words
We got our name from a good friend of ours, Tracey Chan, who also happens to be an amazing artist! Check out her work. The word “wench” is a taboo word in Trinidad. I could have gone with something generic like “Rehana’s cupcake shop” but not a chance. I love our name. It’s memorable. It’s fun. It’s a conversation starter.
It’s so amusing though hearing a person’s apprehension to say it when they call for the first time. “Hi. Is this Cupcake Wwwwwrench?” And after 10 years, I still laugh out loud! Cupcake wrench makes no sense people! LOL!!!
3. Even the best companies make mistakes
And that’s okay. It’s how you recover and move on from those mistakes that make you grow. I once did a cake for a client who was not happy with it. I didn’t fret or get angry. I went right back to pick up the cake and return the full amount paid. That was 5 years ago and she is still a loyal customer.
4. It’s difficult to say no
But sometimes when it’s just physically impossible to take on another job, you have to do it. Our staff comprises of 2 people: Marc and myself. Since I bake every order fresh, there’s only so much we can do daily. Some people might get angry when we have to turn down an order but I would rather do that than give someone a rushed unattractive cake.
5. Don’t question your worth
You will get the random person who seem flabbergasted by your prices. Or the one who wants every single amazing (and costly) thing you do but don’t want to pay for it. That’s okay. Never lower your standards. There will be other clients who value your worth.
To end, I wanted to say a huge thank you to all my clients and mostly to Marc and our parents. Without their support, I would be a train wreck. Love you guys!