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Venting...

MichelleL
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p.1 #1 · Venting...

So... met with a client (client A) weeks ago regarding a date. At that time, the date was open. 3 weeks pass with no contact, contract, or further interest, and another client contacts me and is looking to book same date. Have not heard word 1 from client A, and after almost a month with no contact am assuming they have gone in a different direction.

Meet with client B, they decide to book me immediately and file the paperwork.

Client A finally follows up (the following day, lucky me!) and says they are ready to book. I respectfully apologize and inform them that I am no longer available for that date.

Client A freaks out, says I'm "inconsiderate and unprofessional." In ALL of my correspondence I repeatedly said "no dates are held without contract and deposit, time is of the essence when booking, as dates book quickly." Yet, I'm still the jerk. Sigh.

I need a customer service representative to deal with stress like this - I take it way too personally.

Thanks for listening.

Nov 04, 2009 at 04:36 PM

Tony Hoffer
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p.1 #2 · Venting...

Although these things seem very stressful, the chances are VERY low that it ever has any negative affect on you or your business. WIthin a few days time, she will likely realize that you're not to blame. Heck, I've even had referrals from situations like this.

Keep your head up, she's only upset because she liked your work

Nov 04, 2009 at 04:45 PM

jeremy_clay
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p.1 #3 · Venting...

Refer them to the case of Snooze Versus Lose.

Nov 04, 2009 at 04:45 PM

jeremy_clay
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p.1 #4 · Venting...

Also, Tony's right. They are just letting off steam because they really shouldn't have waited - sometimes, clients think "..I cannot hold the date" is more sales then something to seriously worry about..until the date is gone.

Nov 04, 2009 at 04:51 PM

dmacmillan
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p.1 #5 · Venting...

You snooze you lose. Don't let her stress you out. You need a thick skin when dealing with the public. She was probably mad at herself, I bet she thought of calling you a time or two and just procrastinated. It's easy for her to redirect her anger at you.

Nov 04, 2009 at 04:52 PM

MichelleL
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p.1 #6 · Venting...

Thanks guys, it's just tough to take when someone's literally YELLING at you on the phone.

I think once the dust settles Client A will realize that it's not my fault that they took their sweet time to book, it's just getting the dust to settle that is the problem.

The bull in me wanted to tell her off on the phone but the grown-up told me to shut my mouth and stick to policy. Luckily, the grown-up wins in these situations. My blood still boils when treated that way... I guess I should consider it a blessing in disguise, bridezilla avoided!

Nov 04, 2009 at 04:56 PM

ClareinME
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p.1 #7 · Venting...

Tony Hoffer wrote:
Keep your head up, she's only upset because she liked your work

^ ^ ^

Yeah what he said

Nov 04, 2009 at 04:57 PM

cgardner
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p.1 #8 · Venting...

On the other hand how much trouble would it have been for you to send a follow-up e-mail or call a week after initial contact and remind the person you can't hold the date without a deposit?

Perhaps to the end result would have been no response, or perhaps it would have resulted in filling your calendar a week sooner, but either way you would have been proactive and probably wouldn't have an irate potential customer bad-mouthing you to all her friends, bridesmaids, (i.e. potential clients) and everyone else in the wedding business she deals with.

Don't underestimate the value of good will.

Nov 04, 2009 at 05:04 PM

EVO088
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p.1 #9 · Venting...

i can't believe she actually yelled at you for her not able to make up her mind ..

Nov 04, 2009 at 05:11 PM

CarminaF
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p.1 #10 · Venting...

Yelling is not acceptable in any scenario. I'm sorry that happened to you.

Nov 04, 2009 at 05:14 PM

RichardLavigne
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p.1 #11 · Venting...

Yea... if things work out right, she might even tell several friends about you and stress the need to contact you and book early... so they don't lose out, like she did.

Nov 04, 2009 at 05:17 PM

Mike Mahoney
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p.1 #12 · Venting...

You snooze, you lose. Simple.
But as you're finding out some people need more clear communication than others.

So it's a good idea to close your client meetings by telling them that this is a busy time of year for bookings and no dates are held without a contract and retainer. That way they know.

Nov 04, 2009 at 05:27 PM

MichelleL
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p.1 #13 · Venting...

I doubt I'll be getting any referrals after the tone I encountered on the horn. Just a hunch. Esp. since she said I severely lacked professionalism and common courtesy. So... yeah. (I take these insults to heart and was nauseous for quite a while afterward. Thick skin I do not have.)

With regard to the good-will follow up, I can see your point, but with xmas deadlines looming my time has been UBER limited, and my mind has been in production mode. Further, it begs the question, is it my job to babysit people? It's on ALL my paperwork that I cannot hold a date without a signed contract and deposit. It's in all my emails and I say it each time we speak, both in person and on the phone. I don't know what else I'm supposed to do. Some people just like to complain, and I think that she's one of them. I'm sure she's already running her mouth to people about what a jerk I am but there's nothing I can do about that.

Sigh.

Nov 04, 2009 at 05:27 PM

dmacmillan
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p.1 #14 · Venting...

MichelleL wrote:
Thanks guys, it's just tough to take when someone's literally YELLING at you on the phone.

I guess I should consider it a blessing in disguise, bridezilla avoided!
Bingo! You dodged a bullet.

I can't believe she yelled at you. I think civility has flown out the window. Good on you for keeping your cool.

Nov 04, 2009 at 05:29 PM

sidewazzz388
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p.1 #15 · Venting...

Had that happened recently but the bride was bummed out (not yelling). While I kinda felt bad she has had plenty of time to book 3 months, plus I called and emailed her letting her know another bride was interested in the same date.

Nov 04, 2009 at 05:39 PM

Sarah Dickerso
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p.1 #16 · Venting...

I think once the dust settles Client A will realize that it's not my fault that they took their sweet time to book, it's just getting the dust to settle that is the problem.

And the lack of communication lead you to believe there was little interest. I am VERY big on following up, whether it be myself following up with a client after a meeting, but ALSO I honestly think it is common courtesy for a client, when they take the time to meet with you, to follow up with you even if they decide to go a different direction.

THREE TIMES this fall I've had negative contact after meeting with clients. I'm talking no contact even after I followed up, or even after I emailed requested information to them. That would be MY vent - at least acknowledge me, after I've taken the time to come sit and meet with you. One of these people eventually booked me. The other two, funny enough, still go to my blog (I know where they work due to meeting conversation and am still getting numerous hits from those companies) on a steady basis but can't answer my emails. Oh well. I'm about to book one of their dates anyhow.

Sorry about your situation. Sounds like you handled it well - yelling is never the answer. It's her fault she drug her feet without at least keeping in touch, but hopefully you made an attempt to follow up with her. That helps your standpoint immensely.

Nov 04, 2009 at 05:39 PM

cgardner
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p.1 #17 · Venting...

MichelleL wrote:
Further, it begs the question, is it my job to babysit people?

Well yes it is if you are in a people oriented business. The people who coined the phrase "The customer is always right" didn't just deal with smiling happy customers, but they did understand the longer view of generating good will.

You are acting like the guy in the TV commercials who gives a kid a toy the truck then takes it away after a minute and says, "Didn't you read the fine print? It was a limited time offer."

Every new problem presents an opportunity to find a way to prevent that same problem from reoccurring in the future. You can rest assured she will not be the only totally unreasonable person you will deal with in your career, and I was just offering a suggestion which might prevent the problem from occurring again and causing you the same heartburn.

Nov 04, 2009 at 05:42 PM

lindabrowne
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p.1 #18 · Venting...

Bridezilla avoided!! Can you imagine dealing with her during and after the wedding? Congrats on having this date booked, but so sorry you had to deal with her.

I agree about on having a follow up phone call or note card sent after the meeting, just as a courtesy. Let them know you'd like to photograph their wedding, if that is true; skip it if you don't think it's a good match. If this one didn't get a follow up, no worries. You may not have realized at the time that it wasn't a good match up, but you know it now.

Follow up and reminding of the rules can also cost you a client, as they may see it as sales pressure. It depends on the client, the day, the approach, etc. Some of the best follow up can be updating the blog and sending out a notice of something new. Not pushy, just reminding them of you and that others are hiring you.

Nov 04, 2009 at 05:51 PM

MichelleL
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p.1 #19 · Venting...

It is NOT my job to babysit people, and I do not agree with this statement:

You are acting like the guy in the TV commercials who gives a kid a toy the truck then takes it away after a minute and says, "Didn't you read the fine print? It was a limited time offer."

...because I repeat AD NAUSEUM my policies in all my correspondence as stated above. It is made 1000% clear what I do and do not do.

I appreciate your suggestion about good will, and am taking this awkward lesson in stride. From here forward I will repeat incessantly my policies, even moreso than I do now, and perhaps get the client to initial this statement when reviewing the contract. Some people do need to hear things a few more times than others, and I plan on working that in immediately when meeting with folks.

Upon followup, I will reiterate the statement again. But beyond that, it's on them to be proactive and move forward if they *really* want me. I meet with lots of clients, some of which want the same date. However, without a contract in place, I'm technically available. It's one thing for a client to say "we want you," but another for them to pull the trigger and get the legal stuff in place. I've been burned by that before in the past and that's the entire reason I now enforce the signed contract/deposit clause.

I'm a firm believer in making a move if you really want something... especially if photography matters to you.

I will not, however, hold a date without a signed contract or deposit, which is essentially what she is upset about.

Nov 04, 2009 at 05:59 PM

ksmahgrts
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p.1 #20 · Venting...

cgardner wrote:

Every new problem presents an opportunity to find a way to prevent that same problem from reoccurring in the future.

absolutely spot on. while she was certainly out of line to yell at you, use it as an opportunity to firm up your communication processes and toughen up your feelings. hope the couple who did book you is fabulous!

Nov 04, 2009 at 06:00 PM

cgardner
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p.1 #21 · Venting...

MichelleL wrote:

...because I repeat AD NAUSEUM my policies in all my correspondence as stated above. It is made 1000% clear what I do and do not do.

The bigger part of the picture you are not getting here is: That approach obviously didn't work!

People don't read the "fine print". That's the point in the TV commercial. They will understand a phone call or message a few days later saying... "Hi, I'm getting other inquires for _______ so I need your deposit by tomorrow to hold the date."

It is also always better to set a firm deadline for any decision. Its not realistic to expect a client to make a commitment on the spot if you are the first photographer they have contacted, but it is realistic to give them a short 2-3 day window to make a decision for an event scheduled months in advance. If someone else calls and wants the same date within the window you tell them, "I already have pending inquiry on that date, and will know (tomorrow / next day) whether it will be open. Odds are you might loose a few sales one way or another, but by having a more realistic policy (i.e., in line with the customer's expectations and needs) there's less chance of anyone going away mad or upset.

Nov 04, 2009 at 06:20 PM

lisy78
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p.1 #22 · Venting...

jeremy_clay wrote:
Refer them to the case of Snooze Versus Lose.
Lol

Nov 04, 2009 at 06:20 PM

jeremy_clay
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p.1 #23 · Venting...

cgardner wrote:
MichelleL wrote:

...because I repeat AD NAUSEUM my policies in all my correspondence as stated above. It is made 1000% clear what I do and do not do.

The bigger part of the picture you are not getting here is: That approach obviously didn't work!

People don't read the "fine print". That's the point in the TV commercial. They will understand a phone call or message a few days later saying... "Hi, I'm getting other inquires for _______ so I need your deposit by tomorrow to hold the date."

It is also always better to set a firm deadline for any decision. Its not realistic to expect a client to make a commitment on the spot if you are the first photographer they have contacted, but it is realistic to give them a short 2-3 day window to make a decision for an event scheduled months in advance. If someone else calls and wants the same date within the window you tell them, "I already have pending inquiry on that date, and will know (tomorrow / next day) whether it will be open. Odds are you might loose a few sales one way or another, but by having a more realistic policy (i.e., in line with the customer's expectations and needs) there's less chance of anyone going away mad or upset.

Chuck,

I'm not sure if you've dealt with this situation specifically, or shoot weddings, etc - however, please note that MANY customers will take "..hey! I've got an inquiry for your date! Let me knowwwwwwwwww...!" as a straight sales technique and actually be put off by it as desperate - regardless of wording/etc.

Nov 04, 2009 at 06:26 PM

SheriB626
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p.1 #24 · Venting...

cgardner wrote:
MichelleL wrote:

...because I repeat AD NAUSEUM my policies in all my correspondence as stated above. It is made 1000% clear what I do and do not do.

The bigger part of the picture you are not getting here is: That approach obviously didn't work!

People don't read the "fine print". That's the point in the TV commercial. They will understand a phone call or message a few days later saying... "Hi, I'm getting other inquires for _______ so I need your deposit by tomorrow to hold the date."

The problem with your comparison is that it's not "fine print."

It's big, bold, in-your-face, repeated-every-time print. She says she says it at every interaction and every time she calls/e-mails/talks to the client. It sounds like she practically beats them over the head with it. That's not fine print at all.

The approach didn't work THIS TIME with THIS BRIDE, that doesn't mean that it doesn't work at all. Just because one bride is unrealistic and assumes that "hey we're interested" means that she'll hold the date doesn't mean that all of the OP's practices are inadequate.

Nov 04, 2009 at 06:46 PM

Mike Mahoney
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p.1 #25 · Venting...

cgardner wrote:
If someone else calls and wants the same date within the window you tell them, "I already have pending inquiry on that date, and will know (tomorrow / next day) whether it will be open. Odds are you might loose a few sales one way or another, but by having a more realistic policy (i.e., in line with the customer's expectations and needs) there's less chance of anyone going away mad or upset.

If anyone actually implements such a booking policy they will find themselves on the road to insanity and financial ruin.

Nov 04, 2009 at 06:57 PM


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