Running a sourdough microbakery means building strong relationships with your customers. But with that comes the occasional tricky customer service situation. Whether it's a late pickup, a request for a discount, or an unhappy customer, knowing how to respond with kindness and confidence can make all the difference. In this post, I'll walk you through the most common customer service challenges bakery owners face and share scripts to help you handle them with professionalism and grace.
If you've ever struggled with how to set boundaries or respond to difficult requests, this guide will give you clear, practical solutions—plus a free download with ready-to-use scripts you can tweak to fit your own voice.
Common Customer Service Challenges and How to Respond
1. Late Pickups: Setting Clear Expectations
One of the most frequent issues bakery owners face is customers picking up their orders late—or not at all.
How to Handle It:
Send a friendly reminder text if a customer hasn’t arrived within their pickup window.
Example: “Hi [Customer Name], just a friendly reminder that your order is ready for pickup today before [closing time]. The address is [your address]. Thank you!”
If they miss the window entirely, decide how flexible you want to be.
Example: “Hi [Customer], I understand things come up. I can leave your order out for one extra hour this evening, but after that, I won’t be able to hold it. Let me know if that works!”
If it becomes a habit, kindly set firmer boundaries:
Example: “If the posted pickup windows don’t work for your schedule, I’d love to serve you at the farmers market instead. That may be an easier option!”
A clear, professional response helps maintain your boundaries without alienating your customers.
2. Requests for Custom Orders You Don’t Offer
Custom order requests can be flattering, but they can also disrupt your workflow if they aren’t aligned with your menu.
How to Respond:
Keep it warm and appreciative: “I so appreciate you thinking of me for this! Right now, I don’t offer custom orders, as I’ve found that sticking to my set menu helps keep my baking efficient and predictable.”
Offer an alternative: “However, I love taking flavor requests for future menus! If there’s something you’d love to see, let me know.”
Refer to another baker if possible: “If you’re looking for a custom cake or decorated cookies, I’d recommend [another local baker]. They do amazing work!”
Holding firm to your menu ensures your business stays manageable while still leaving the door open for future ideas.
3. Requests for Discounts: Holding Firm on Your Pricing
It’s rare, but now and then, a customer might ask for a discount—especially when you’re just starting out.
How to Handle It:
Reinforce your pricing with confidence: “I totally understand wanting to get the best deal possible. I put a lot of care into using high-quality ingredients and maintaining fair pricing that reflects the time and skill in each bake.”
If you offer occasional promotions, mention them: “While I don’t offer discounts, I do run occasional specials for my email list subscribers. Let me know if you’d like to join!”
For friends and family: “Running this business is how I support my family, so I charge the same fair pricing for everyone. I appreciate your support!”
Your pricing reflects the value of your work. No need to apologize or justify it.
4. Handling Customer Complaints with Grace
No matter how careful you are, there may come a time when a customer is unhappy with their order. How you respond can turn a frustrated customer into a loyal one.
What to Do:
Pause Before Responding – It’s natural to feel defensive when someone criticizes your bread, but take a breath before replying.
Acknowledge Their Concern – “I’m so sorry to hear your order wasn’t what you expected. I always want my customers to love what they receive.”
Ask for More Details If Needed – “Could you tell me a little more about what happened? I’d love to make it right.”
Offer a Fair Solution – Depending on the situation, you may want to offer a replacement, a discount, or an explanation.
Example Response:“Hi [Customer], I’m sorry to hear you weren’t happy with your loaf. That batch baked a little darker than usual, and I completely understand your concern. I’d be happy to offer a replacement at the next market day or your next preorder.”
Sometimes, just acknowledging their disappointment and offering a small solution is enough to maintain a great relationship.
5. When a Bake Isn’t Up to Your Standards
There may be times when you take a loaf out of the oven and realize it’s not quite right. Instead of waiting for the customer to notice, take the lead.
How to Handle It:
Be proactive and honest: “Hi [Customer], I wanted to reach out before you pick up your order. One of the loaves baked a little darker than usual. It’s still delicious, but if you’d prefer, I’d be happy to offer a replacement at my next bake.”
Most customers will appreciate the honesty and still take the order.
Being upfront builds trust and reinforces your integrity.
Final Thoughts: Customer Service is a Skill You Can Build
Customer service doesn’t have to be stressful when you have clear scripts and policies in place. With a little preparation and confidence, you can handle any situation with kindness and professionalism.
Recap:
Late pickups: Set expectations, send reminders, and offer limited flexibility.
Custom order requests: Politely decline while keeping the conversation open.
Discount requests: Reinforce your value and stand firm on pricing.
Customer complaints: Acknowledge, ask questions, and offer a fair solution.
Quality concerns: Be proactive and communicate honestly with customers.
The more you practice, the easier it becomes to handle these conversations with ease.
Free Download: Customer Service Script Guide
Want to keep these scripts handy for future customer interactions? I’ve put together a free PDF with all of these responses and more, so you never have to scramble for the right words.
Need More Help?
Book a One-on-One Coaching Call – If you’re struggling with customer service or setting boundaries, let’s work through it together. Schedule your coaching session here.
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Happy baking!
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