If you discover that a quote is incorrect, it is important to act quickly and professionally. Mistakes in quotes do happen, but how you deal with them determines whether you retain your customer’s trust. Minor errors can often be corrected, but significant price differences are more complicated, especially if the customer has already agreed to the quote.
Why do quotes sometimes go wrong?
Quotation errors usually arise from a combination of time pressure and manual processes. The most common causes are calculation problems with complex catering orders involving multiple dishes and staff costs.
Incorrect prices often arise because you are working with outdated price lists from suppliers. This problem is particularly common in the hospitality and events industry, where ingredient prices fluctuate regularly.
Missing items are another pitfall. For example, you may forget transport costs, crockery or extra staff for serving. This happens especially with event quotes where many different components come together.
Communication errors between you and the customer can also cause problems. The customer asks for a buffet for 50 people, but actually means 80 people. Or you interpret “luxury lunch” differently than the customer has in mind.
How can you identify an error in your quotation?
A systematic check helps you spot mistakes before you send the quote. Always start by checking the basic details: number of people, date, location and time.
Next, check your price calculation quote step by step. Is the number of dishes per person correct? Have all ingredients been included? Have you used the correct supplier prices?
Please note these signs that may indicate potential errors:
- The total price seems far too low or too high compared to similar assignments.
- Your food margin is unusually low or high
- Certain cost items are missing (staff, transport, materials)
- The specifications do not match what the customer requested.
Always read the quotation aloud. This will help you spot any inconsistencies or ambiguities more quickly.
What do you do if you discover an error before the customer responds?
Send a revised quote immediately with a clear explanation of the change. Don’t wait for the customer to respond, as this could damage trust.
Start your email with a brief, honest explanation: “While reviewing your quote, I discovered an error in the calculation. Please find attached the corrected version.”
Explain what went wrong without going into detail. For example: “The transport costs were not included” or “The price for the main course was incorrect”. Customers appreciate transparency.
Ensure that the new quotation is clearly marked as a “revised version” with the correct date. Request confirmation that the customer has received the new version.
How do you deal with a customer who has discovered an error?
Always respond within 24 hours and offer your sincere apologies. Acknowledge the mistake without defending yourself or making excuses. “You are right, there was indeed an error in the quote. My apologies for this.”
Demonstrate transparency by explaining what went wrong and how you intend to resolve it. Customers are more understanding of mistakes when they know what happened.
Send a corrected quote within the same day. If the error was in the customer’s favour (price too low), calmly explain why an adjustment is necessary. For minor differences, you may consider maintaining the original price to preserve goodwill.
Where possible, offer a small compensation, such as free extra service or a small discount. This shows that you take the mistake seriously and helps to restore trust.
What errors can you still correct after the customer has given their approval?
Once the customer has agreed, making changes becomes legally complicated. You then have a binding agreement and cannot simply increase the price, even if there has been a calculation error.
Minor adjustments to specifications are sometimes possible if both parties agree. Examples include replacing a dish with a similar alternative or minor changes to the timing.
In the event of significant pricing errors, you have limited options:
- Consult with the customer about a reasonable adjustment
- Accept the loss and learn from it for next time.
- Seek legal advice in cases involving very significant financial consequences.
Prevention is much more important than correction here. Make sure your quotes are correct before you send them.
How can you prevent errors in future quotations?
Develop a standard checklist that you go through with every quotation. Systematically check all components: prices, quantities, specifications, date and contact details.
Work with fixed templates for different types of events. This prevents you from forgetting important cost items. Make sure your templates contain current prices and update them regularly.
Implement a double-check system: have a colleague review important quotes before you send them. Fresh eyes often spot mistakes that you overlook.
Consider professional quotation software that automatically calculates and checks. Modern systems link ingredients to dishes, automatically calculate purchasing costs and warn of illogical prices.
| Control spot | Do some checking | Frequency |
|---|---|---|
| Basic data | Date, time, location, number of people | Each quotation |
| Price calculation | Ingredients, staff, transport, materials | Each quotation |
| Margins | Foodmargin, total profitmargin | Each quotation |
| Supplier prices | Current price lists | Weekly |
Keep a log of mistakes made and their causes. This will help you recognise patterns and improve your process.
Errors in quotations are annoying, but with the right approach, you can resolve them professionally and, above all, prevent them. Building a solid quotation process with good controls saves you time, money and stress. Would you like to know more about how you can improve this? Contact us or schedule a brainstorming session. We help hospitality and event entrepreneurs streamline their quotation management every day, so they can focus on what they do best: providing fantastic events and catering.
Ready to improve your quotation process?
Do you have questions about optimising your quotation process or would you like to discover how Catermonkey can help you prevent errors? We would be happy to discuss how our platform can support your company in streamlining your work processes. Whether you have ideas, specific questions or simply want to explore the possibilities, we are ready to brainstorm with you about the best solutions for your company.
Plan your brainstorming session with Catermonkey! Click here to schedule a no-obligation brainstorming session and discover how we can help you make your quotation process flawless and efficient.
