I shoot quite a few races and post pictures online. I received this email this morning and not sure how to respond.
Please take me off your email listing. I think it's kinda shady that you partnered up with the race director so they wouldn't post any of their photos. I probably would have purchased one or two of your photos had I not found out this little tid bit of info from the race director. Have a nice day and maybe try and not be so greedy next time. karma!
A little background - I signed a contract earlier this year with a race director that has about 20 events. Most are small but there are a few large events that make this worthwhile. Previously, a guy with a camera would snap some shots at the smaller races and the director would put them on FB for free downloads.
Other than this one guy, everyone has been happy and complimentary of the pictures.
It's normal, they want some professional quality photos, for free. Take the advice from gheller. "Customers" ALWAYS use the "I would have purchased some photos if..." line, they try to make you feel like you lost a sale. Do you really think someone complaining about not getting free photos was going to buy something in the first place? cmon...
When you get one complaint that is " Irrational" emotional, based on flawed or incorrect facts or premises, it can be dismissed if everyone else is happy.
You are never going to please everybody and it's unwise in several respects to try.
It's bad business to make the rules for the exceptions.
If you get multiple Complaints from clients whom are earnest and their grievances are legitimate, it's very smart to look at those complaints because it's people giving you free consultation on how to improve your bottom line by keeping people happier and endearing your product to them.
Sometimes in cases like this, when you really analyze the complaint and the source and nature of it, it can actually be a confirmation that you are doing things correct from a business standpoint already.
Idisagree with those saying you should not respond. I realize my post is after the fact but I think a non-response only confirms the perception that you are "shady". Also, I would assume you are giving low res images to the race director for facebook posting. It may be worth including in your soliciations (if you don't already) that the images purchased are high res suitable for high quality printing. I agree with the post which stated that it is an opportunity to educate. It only takes a moment to be courteous and you never know what may develop from this in the future. Karma indeed!
Thank you for your email and kind complements. The race director has chosen to respect the race participants and the reason for the race itself by ensuring that only professional grade photos were published by the organization. I hope that you share in the fact the these amazing athletes really deserve the best memories preserved from for their long term enjoyment and for those who joined us.
With that I hope that you do choose to purchase an image or two and join us in respecting these fine athletes by displaying them proudly on your wall.
Gravitytoy wrote:
Here's a thought: Offer him a free pic. That'll take the "greedy" accusation instantly out of the dialogue.
great idea! then he's telling all his racing buddies about how he complained and got a free photo. then everyone is complaining to try and get something for free.
