A bakery hit back at a customer's complaint in the perfect way.
A disgruntled customer left a one star review on Cherry Blossom Bakery's Facebook page. It turns out they were displeased as the cake shop didn't sell an item that they had their heart set on - pies.
The "mean" review read: "Says it's a bakery but there's no pies. Try a cake shop instead."
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The business owner replied as they wrote: "Hi, this seems a bit of a mean review, however there is a pie shop next door so hopefully you managed to get sorted. Best wishes. Note just read your review of the amazing pies from the next food so looks like it all worked out well for you in the end!!"
Making sure they had the last word, the bakery, which predominantly makes wedding and celebration cakes, then posted a throwback to a cake they had designed to look like a pie served on a picnic basket, followed by a series of posts proving they had found the funny side of a one-star review. One image showed a sign saying ‘pies available next door’, nodding to their neighbours N. Carter & Co, a butchers and pie bakery.
The bakery, on Church Street in Macclesfield, which specialises in cakes and afternoon tea decided to take their response a step further. They opted to cater for the fussy customers and a few days later they updated their menu with a brand new item - cupcakes shaped like pies.
The bakery shared a picture of the tasty looking treat as they said: "VERY excited for tomorrows menu. We have very limited numbers of our Chocolate Caramel Pie Cupcake!!!!"
They added: "Turns out we do sell pies after all! (PS, much love to you all for helping us turn this into something very fun)"
Other customers loved the idea and branded the response "brilliant". Joanne said: "What a great use of marketing! Well done."
Neneh said: "This is brilliantly done." Tess said: "I am loving these pie posts."
Speaking to the Manchester Evening News, owner Antonia Fusaro said: “Hospitality is one of the few industries where your efforts, hard work, business decisions and even your personalities are available to be rated, berated and reviewed on massive public platforms and sometimes I think people forget that behind these small businesses are just people, usually very tired people, who are just trying to make their town a nicer place - believe me if we were in this for the cash we would all be choosing different careers.
“No matter how hard we try and make light of pesky one star reviews, they matter. They affect our Google ratings and they deter people from coming and supporting us and hospitality is hard enough at the moment without this extra kicking which is why we will always respond. It can't be one rule for one and another for another, if you put your opinions on a review site it's because you want people to hear what you have to say, so you can't then be disgruntled when the person you have slated responds.”
Wrapping up the whole debate on Instagram, the bakery added: “Moral of the story, don’t be mean to small businesses, we don’t like it and you’ll probs end up looking a bit silly!”
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