Why I Over-Explain Everything to My Customers (And Why You Should Too)

You know what makes me cringe? Watching another small business owner get dragged online from something that could’ve been AVOIDED altogether… 😤

I saw a video recently that made me DROP everything and film a reaction. You can watch that video here: https://www.instagram.com/p/DJaYP1yAEM8/

To sum it up, a customer was slicing into what they claimed was a $100 cake, and when they dropped the slice on a plate it sound like a LEGIT rock- with text across the video that said, “When you paid $100 for a cake the baker swore was light and fluffy…”

OOP. 👀

Now listen—I wasn’t even the baker, and I felt for them after watching this video because I know exactly what happened here (and it could’ve been avoided):

That cake was probably made with a ton of love and high-quality ingredients (and I’m sure was worth the $100 it cost), but someone didn’t explain how to serve it properly. So instead of a rave review, the baker is now getting dragged.

This is why I PREACH to my students (and taught ALL my employees) to over-explain EV.ER.Y.THING. 👏🏼

Not because I love the sound of my own voice. Not because I think my customers are clueless.

But because my 10+ years of experience has taught me:

👉 If you don’t explain it, they’ll assume.

👉 If they assume wrong, you’re to blame.

PERIOD.

“Over-Explaining” is How You Cover Your A** AND Create a 5-Star Experience

Friend, your product can be 10/10… but if your customer stores it wrong, transports it poorly, or eats it straight out of the fridge and it’s meant to be enjoyed at room temperature…

You’re not just risking a complaint—you’re risking your reputation.

I can’t tell you how many times I had customers who placed cakes on their passenger seat instead of a flat trunk or floorboard (hello, cake landslide ). Who would serve buttercream-based cakes in 95° heat with no refrigeration and would blame me for it melting? Or who would eat our white chocolate cheesecake cupcake straight from the fridge and call it dry 😩.

And don’t even get me started on the time a customer brought back a half-eaten cake after leaving it uncovered on the counter for days, only to complain it was dry. I could’ve said, “Sis… what did you think was gonna happen?!” but at the end-of-the-day it’s MY RESPONSIBILITY as the business owner to ensure that I’m explaining how my product is BEST enjoyed and also relaying that to my team who are acting as spokespeople for my business.

FRIEND… THIS is why it’s so important to TRAIN your team.

Not just “tell them what to say”… but give them the EXACT WORDS. The script. The WHY.

Because when they forget? Or skip a step?

YOU’RE the one left cleaning up the mess.

You’re the one explaining to an upset customer why their cake was cold and hard.

You’re the one who looks like you didn’t care.

👉 We’re not just selling a product—we’re creating an EXPERIENCE. And whether that experience ends in frustration or joy? It falls on US.

This is why we need to lean into saying the things that “should be common sense.” Because when we don’t? We end up apologizing, refunding, or worse… losing trust and customers.

TAKE 👏 PRIDE 👏 in over-communicating.

Take pride in protecting your product, your reputation, and your customers’ happiness.

In my bakery, I drilled this into our team. We shared detailed instructions for EVERY single flavor—especially the ones with whipped toppings, cream cheese frosting, or delicate fillings. Not just because we wanted to sound smart, but because we wanted our customers to have the best possible experience. That’s what great businesses do!

Would you rather come off annoying… or deal with a horrible Yelp review from someone who didn’t refrigerate their cake?!

Would you rather feel “extra”… or feel burned down the line because someone trashed your product without even reading the label?

Yeah. That part. 💁🏽‍♀️

So learn from me and implement SCRIPTS from the start…

Not the “salesy” kind that makes your skin crawl. I mean real, human scripts—templates for how to:

• Explain value without sounding defensive
• Set boundaries without sounding rude
• Answer common questions (before they even come up)
• Handle complaints professionally, with class
• SELL with confidence, whether it’s on your website, in an email, or in the DMs

I wish someone had told me to leverage these from DAY ONE.

Because when you do? Your brand feels consistent. Your team feels empowered. Your customers feel taken care of. And there’s a weight lifted off your shoulders as a business owner. 🔥

Want My Exact Sales Scripts?

If you’ve ever wished someone would just tell you what to say—whether you’re pricing your products, replying to a tricky message, or explaining your policies…

🎉 Say hello to my Savvy Sales Scripts.

This is the exact language I’ve used to:

✅ Raise prices confidently

✅ Set clear boundaries

✅ Build trust (and repeat buyers!)

✅ Empower my team to sound polished and professional, without me micromanaging every word

👉 [Click here to grab the Savvy Sales Scripts now!]

Because your work is WORTH protecting.