To save your time Reader , I want you to read this one story and tell me if this sounds like you.

It's 2017.

Getting an order enquiry on Instagram was already RARE for me back then. So when that notification popped up, I genuinely felt my heart jump. FINALLY. A stranger. From Instagram. Actually interested. 😍

Then came the back and forth. Which flavour? Which design? Screenshot after screenshot. Suggestion after suggestion. We went back and forth for what felt like forever to finally land on something she loved.

And I panicked. Maybe if she likes my work she'll order again. Maybe she'll refer me to her friends. So I offered a discount.

She still ghosted me. 😭

I felt SO terrible. Not even about the lost order. About the hours I had spent on that conversation. About how desperate I had sounded. About how I had discounted my own work for someone who was never going to value it anyway.

That happened more times than I want to admit.

What I realised slowly over years of getting this wrong is this:

The problem was never my prices. Or my audience.

It was that I had no system for how to handle a conversation. I was winging every single DM. Spending hours on people who were never going to order. Discounting out of desperation. And feeling more burned out by the CONVERSATIONS than by the actual baking.

So I built a system. And today I am giving it to you completely.

Before I share the scripts though, there are two things I need you to understand. Because the scripts only work if you understand the mindset behind them.

MINDSET SHIFT 1: Not everyone is your customer. And that is completely okay.

Some people will never order from you no matter what you say or how much you discount.

And the sooner you stop trying to convince those people, the more time and energy you have for the ones who WILL.

If someone is clearly not ready to order, it is completely okay to say "no worries at all, do follow along and I would love to bake for you when the time is right." 💛

They might come back after seeing your content consistently {remember Day 2's email about your Instagram being your salesperson?}. Or they might not. Either way, you kept your peace and your prices.

MINDSET SHIFT 2: Your DMs are where forever relationships are built.

The way you show up in a DM conversation says everything about what kind of brand you are.

🤍 Be courteous 🤍 Be warm 🤍 Be genuinely helpful 🤍 Be someone they WANT to do business with.

The moment you start being casual, apologetic, pestering them or desperate in your DMs, you stop being a brand and become "just a neighbour who bakes." And neighbours who bake do not get to charge professional prices.

You can be human and warm AND professional. These are not opposites. In fact the bakers who do this best are the ones who have done the deep work on their brand identity: who they are, who they serve, and how they communicate. If that feels wobbly for you right now, Branding 101 is exactly where to start. {Get it here}

Okay. Now the scripts.

📌 SAVE THIS EMAIL. Star it. These scripts are yours forever and you will come back to them every single time a difficult DM lands in your inbox. 📌

SITUATION 1: A new enquiry comes in

This is the one most bakers completely mess up by diving straight into "okay what flavour do you want?" and spending an hour going back and forth only to hear "too expensive."

Before you discuss a single thing about the order, you need four pieces of information. Get these first and you will save yourself HOURS.

Here is the script 👇

"Hi [name]! So lovely to hear from you 😊 I would love to bake for you! Before we get into the details, could I ask a few quick things so I can help you better?

🎂 What is the occasion?
👥 How many people is it for?
📅 When do you need it by?
📍 Are you in [city] for pickup or would you need delivery? If yes, which area?

This helps me suggest the best options for you 💛"

Once they reply, NOW you share options.
​
Pull from your own portfolio, your menu, your best work. Help them choose. They are not from this industry, they do not know what is possible. YOU do. Guide them like the expert you are.

"Based on what you've shared, I think you would love any of these options [share 2 to 3 photos]. I can do this in chocolate, vanilla or [your flavours]. I also make a smaller version that works beautifully for [X] people if you wanted to keep it more intimate."

Then ask the detail that makes them feel genuinely cared for:

"Is there anything I should keep in mind, lower sugar, nut-free, extra chocolatey? I love customising for people so please do tell me 😊"
​
​Then increase your order value!

"Is there anything else you want to add to this order? My ____, ___ and ____ are bestsellers and people love them becuase________" They might end up adding that box of brownies or get their return favours for the birthday party from you!

And if they are a stranger, add this:

"Also if you don't mind me asking, how did you hear about me? I love knowing where my customers find me!"

{This gives you actual data on which part of your marketing is working. Double down on whatever they say.}

Once everything is finalised, close it properly:

"Amazing! So to confirm, [order details].
I would need an advance of [amount] to book your slot and arrange fresh supplies.
Here is my QR code. Once I receive the advance I will confirm your order and share the expected time for pickup/delivery. 💛"

Tell them what comes next. People feel safe when they know what to expect.

SITUATION 2: "But it's too expensive"

Do NOT apologise. Do NOT immediately offer a discount.

Validate first. Then be transparent. Then offer an alternative.

"I completely understand! My prices are higher than a commercial bakery and I want to be honest about why, I use real [couverture chocolate / fresh fruit / real butter], I bake in small batches so every order gets individual attention, and I never use premixes or artificial flavours.

If this particular option doesn't work for your budget right now, I do have [smaller size / simpler design / different product] that might be a better fit, it starts at [price]. Would that work for you? 😊"

You are not begging them to stay. You are genuinely trying to find something that works for both of you. That is a completely different way to look at it and they feel like humans, not sales.

SITUATION 3: They ghosted you

Do not write them off. A warm nudge at the right moment works more often than you think.

"Hi [name]! Just checking in on you 😊
I would absolutely love to make [what they asked for] for you. I just wanted to let you know I can only hold this slot until today as I give individual attention to every order and need to arrange fresh supplies in advance. No pressure at all, just didn't want you to miss out if you were still thinking about it! 💛"

Be warm and honest but also tell them the urgency to avoid last minute chaos for you and them! People are genuinely busy and might forget!

SITUATION 4: "But I need it this weekend / tomorrow"

Never say a flat no. Explain why, offer what you CAN do, and open a door for next time.

"Oh I wish I could! I bake in small batches and make everything fresh for each order so I need [X days] advance notice to arrange supplies and give your order the attention it deserves 💛

I do not have a slot this weekend but I would love to bake for you! I have availability from [date], would that work?
I also have [product you CAN make quickly if any] available sooner if you needed something earlier.
And I am also doing [upcoming special / weekend sale] which you might love, I can save you a slot for that if you are interested?"

You are not turning them away. You are redirecting them toward the next opportunity.

SITUATION 5: They ask for something you don't make

Never just say no. Explain why with honesty and warmth.

"That sounds like such a beautiful idea!
I want to be completely honest with you though, [fondant cakes don't fit my style of baking / that fruit is not in season right now / this is something I haven't perfected yet and I only offer things I am 1000% confident you will love].

What I CAN offer you that might taste amazing and fit this occasion is [alternative]. Would you like to see some photos of what I have done? 😊"

Honesty builds trust faster than saying yes to everything. A customer who knows you will never take an order you are not confident about is a customer who trusts everything you DO take.

SITUATION 6: A customer who hasn't ordered in a long time

Do not wait for them to come to you. Reach out.

"Hi [name]! It has been a while and I genuinely miss baking for you 😊 I have been working on some new things and thought of you. My [new product / upcoming hamper / seasonal special] is something I think you would really love.

Are you up for something soon? I would love to have you back 💛"

No hard selling is needed, you should be genuinely curious about what's up!

SITUATION 7: After the order is delivered

This is the step almost every baker skips. And it is also the step that builds the most loyal customers.

24 to 48 hours after delivery, send this:

"Hi [name]! I hope everyone loved the [product] 😊 I would be SO grateful if you could share a quick review on my Google page [link], it genuinely helps more than you know.
And if you happen to share a photo on your stories, do tag me so I can reshare! Thank you so much for ordering 💛"

Then a week later if they were a great customer:

"Hi [name]! Still thinking about your review, I made these {insert name of your new trial}, I would love to share a sample and see if you like it! Let me know if you'd like it!😊"

That one follow up message is what turns a one time customer into someone who orders from you for every occasion for the next five years. 🎂

📌 YOUR DAY 4 TASK

Try to respond to DMs using this approach.
If no new DMs come to your inbox, try to send a DM to old customers who haven't ordered in a while OR for feedback after your current orders are delivered!

Try sending just 3 messages today. See what happens. 💛

P.S. How did this feel? Getting replies from you reallllyyyyy makes my day, tell me if you liked this. Did I miss any situation? Hit reply. Any Qs? I'll reply to everything. 💛

Always rooting for you,
​Shubhangi​
​Redolence Baking School
Your eggless baking journey is just a click away!