I have a client that I do business with every week for the past 8 months. Never had a single issue, and always charged the same rate.
Last night the client comforonted me saying they were unhappy with the quality of last weeks work. After talking about the issues the client had, the client ended our conversation with two requests.
1. Remove my small watermark from my images.
2. Since the client was not happy with the previous weeks quality "what do I feel will be a reasonable rate for next week" (as in the client wanted me to lower my rate)
For me - Since they are a paying customer then removing the watermark should be granted.
i'm not quite qualified to answer #2 but here a shot at it. i don't think you should lower your rate based on their previous satisfaction level. Fix what they think is wrong with the image (if possible) to ensure client remains happy.
You shouldn't lower your rate because the amount of work you'd be doing is the same i'm assuming. Perhaps offer them a discount on your last project but keep your rate the same for the future projects.
There are many factors that could easily change what I just said. What's the risk of not lowering the rate? Could you possibly lose them? If you lose this client do you have another one lined up to replace the possible income the current client is providing? Do you like the relationship with the client? There's always a trade-off somewhere.
Agree with pretty much everything John wrote. Not sure why you're water-marking your images if they've hired you. Not sure exactly what you're doing with them, but typically if someone's hired me for a commercial job, there's no watermark.
As for the previous week's quality, is this really just a one-time thing? If so, fix the problem. If you just lower your rate, or give them a discount for last week, it opens you up to negotiating your price each week on your client's perceived quality of the image. I just don't think you want to go down that block.
If I had a client that I worked with every week, though, I'd work my butt off to keep them satisfied.
If I am being paid I would not watermark my images. I would not have a single commercial client use a watermarked image in a ad or billboard or even a web site. My images are promoting them, not myself.
I would not place the watermark in answer to the first question.
For the price. I would shoot the next week free or refund the past shoot. 8 months of continous work is worth a bonus week to make up for what they feel is sub par work. Then continue as before at full rate. If they continue to ask for discounts that might mean they have bid out and others feeding info about the work compared to what the bidder could do. Just a thought.
I don't know "jack shit" about your area of work, so I have just a little bit to say: first, did your client tell you what about the images you produced was lacking in the quality of the work you did? Did your client tell you the name of the new photographer whom he/she consulted and who gave her/him the "scoop" about how your images sucked, and who then offered to give him/her higher quality at a reduced rate? In a shorter way of saying it: "Are you being played off?"
If they pay for the work, removing the watermark is a given. So far they have given you steady work and will most probably continue to do so if you reduce your fee, what you have to do is work out if financially it is worth your time with the reduced fee. Good luck!
I agree with the removal of the watermark for commercial purposes (paid).
Discuss in detail the items that the client feels are (short) not acceptable by them. Document this (take notes). If you can - reshoot, taking into consideration the clients issues, and try to ensure they are once again happy. IN fact - ask them what would make them happy when you are taking notes. Have them sign/initial and reshoot/change images.
jefferies1 wrote:
If I am being paid I would not watermark my images. I would not have a single commercial client use a watermarked image in a ad or billboard or even a web site. My images are promoting them, not myself.
I would not place the watermark in answer to the first question.
For the price. I would shoot the next week free or refund the past shoot. 8 months of continous work is worth a bonus week to make up for what they feel is sub par work. Then continue as before at full rate. If they continue to ask for discounts that might mean they have bid out and others feeding info about the work compared to what the bidder could do. Just a thought. ...Show more →
^ This.
Compensate for client dissatisfaction but don't change your baseline rates unless warranted because of unexpected consistency and volume of work (unless you become aware that you're priced out of the market). Volume commitments and parallel concessions are entirely reasonable and wise unless you're so booked you don't need the work.
One time shoot: day rate of X
Two days a month with a one year contract: X - Y%
This is standard stuff.
On the other hand, as jefferies notes, the client may have become more aware of going rates, etc. It's common for newer businesses to (out of ignorance or lack of leverage) pay more than the market requires as they get started, then begin to scrutinize costs/ROI more carefully as they grow their business.
Again, standard stuff. Before you enter into further negotiation, I suggest carefully considering your value proposition and be prepared to sell (defend) it - or if appropriate and worth it to you, concede as makes sense, all things considered.
2. Do NOT discount future work. If you've gone for 8 months without an issue, simply correct the issue. You might give a rebate on the work there was an issue with, but there is absolutely no need for a discount for future work. This is just setting you up for more work & less income.
The work involved was something that can simply not be reshot. I feel very strong about not reducing my rate. Im glad I have that support from everyone here.
jefferies1 wrote:
If I am being paid I would not watermark my images. I would not have a single commercial client use a watermarked image in a ad or billboard or even a web site. My images are promoting them, not myself.
I would not place the watermark in answer to the first question.
For the price. I would shoot the next week free or refund the past shoot. 8 months of continous work is worth a bonus week to make up for what they feel is sub par work. Then continue as before at full rate. If they continue to ask for discounts that might mean they have bid out and others feeding info about the work compared to what the bidder could do. Just a thought. ...Show more →
I agree....good customer service retains customers.
I see this issue very differently than all the others who have posted up above.
I also think it would be more helpful IF:
1. you posted photos from previous weeks, then post the one that they said was not good enough. Clearly show the photos that the client has seen and complained about.
2. answer this question: "Do YOU see a decline in quality in your work?"
Without knowing more about the type of photography, the subject(s), and seeing the quality (whether it is consistent or declined or different), then I think the other answers are...meaningless guesses.
And, watermarks can be different and showing how and where you apply yours AND indicating how the images are used AND where AND the rights the client has PAID for make a big difference in my opinion.
Since the client asked "what do I feel will be a reasonable rate for next week" and you're now asking us about it, does that mean you told them you'd have to get back to them? If so, you may have already set yourself up for a loss, because now they're waiting and expecting you to come back to them with a new rate, even though it isn't justified. I mean, you shot for them for 8 months and the rate was fine, but now you have to lose money on all of your future work with them because of one issue?
I would offer a full refund for last week and assure them that they will happy with the photos from now on, as they have always been. I would only lower the rate as a last resort, to avoid losing the client completely, but the lower rate should still be fair for the work and time involved. For example, if you're charging them a day rate, there shouldn't be too much wiggle room if you're actually working a full day.
