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p.1 #18 · p.1 #18 · Couple must pay $1M for defaming their wedding photographer | |
Very interesting case. I am not trying to take sides as I believe this whole thing blew way out of proportions (all that due to a $150 album cover). Somewhere down the line both parties must have regretted doing certain things and now they all suffer irreparable consequences.
We can't avoid bad clients. Learning how to manage them is key. Some will say "raise your prices and you get to work with better clients", well in this case we are talking about a reputable photographer charging $6000 for her services, not cheap even by Texas' standards. People can turn nasty in a fraction of a second.
Many lessons to be learned here:
1) Pricing structure too complex
A local studio in my area has over 10+ packages to choose from. Basically all possible combinations of having a photographer (possible 2nd shooter), video, hours and album sizes. It gives me a headache just by looking at it and let's not even dive into a la carte items. Too many options and too complicated, especially for someone who is shopping around with 5 other photographers in mind, in addition to having no experience in this industry. Wedding photography isn't what normal folks purchase on a daily basis.
The a la carte items are priced excessively high to "punish" bad behaviour and drive our clients towards package pricing, I get that. Generosity promotes trust and stinginess does the opposite. If you are offering an album then please include a standard quality cover no questions asked. If you must offer customization and upgrades, keep it simple.
Instead of offering:
- paper cover (comes standard);
- plastic cover, $50;
- leather cover, $150;
- some alien material from Mars, $250;
Just say that your album comes with a standard, high quality cover but should you wish to upgrade, a flat rate of $250 will be added and you get to choose any material or color that we offer. If your client picks a lower cost option, then you get to pocket the extra margin while hiding your stinginess. It's like going to a high end steak house and being charged $1 for ketchup, it cheapens the whole experience.
2) Withholding digital files before album
This is something that I never understood. The standard practice is to charge the full amount before the wedding and I know many of us here do this, correct? If you are being paid 100% in advance, why do you feel the need to withhold delivery of anything?
Brides nowadays expect everything now and fast. You have to be crazy to make them wait for months before getting their digital files. You can say "I market to brides who wouldn't mind waiting" but unfortunately that market is shrinking everyday. Nothing prevents the photographer in delivering the files now while waiting for the client to decide on the album cover and layout, whether they need 3 months or 9 months. Who cares? You are already paid in full, let them figure out the album when ready.
But... but... the magic of seeing your images first time in a physical print!
Not too long ago we had a thread about same day slideshows during reception? Ain't that magical too? It appears to me that only photographers are so obsessed with their own pictures, every pixel needs to be photoshopped flawlessly. Outsource your editing, improve your workflow, stop using Lightroom or drink more Red Bull, do something about it.
3) What's legal vs what's right for your business
Sometimes our clients make unreasonable demands after the fact: additional coverage during reception, free upgrades, asking for RAW files and the list goes on.
Even if your client is in the wrong 100% and you have a bulletproof contract to back it up, pick your battles very, very carefully. I would say 99.9% of the time it ain't worth the fight.
I know hindsight is always 20/20 but wouldn't you agree that the following sounds much better:
"My apologies in the miscommunication regarding the pricing of the album cover. As a token of my appreciation and for your trust in having me as your photographer, I will include the leather cover upgrade for your album, absolutely free of charge. Will you be available next Friday to pick it up along with your digital files on USB key?"
Then move on to the next client.
Eating the extra $150 upgrade sucks, but we all know the true cost is nowhere near $150 anyway. It sure beats no longer having a business and no clients to move onto.
Edited on Aug 02, 2017 at 11:09 AM · View previous versions
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