It finally happened!
10+ years with no issues and last night I got my first dissatisfied customer.
The meeting went well. They didn't have much info on their day and told me that'd get back to me when everything is scheduled or after the engagement session.
So, I did their session 2 weeks ago and sent them the proofs a few days ago.
Engagement session went ok as I thought. I did make a number of suggestions on the locations,but they ignored it and went with something their friend suggested. It was a pretty bad spot and after 20 minutes they decided to go with one of the locations I recommended earlier(it was only 10 minutes drive). A few times during the session I asked if they have any suggestion or want more certain photos. They said everything is great!
Back to their email! They are "dissatisfied to receive only 8 portrait photos of themselves and would like to schedule another portrait session".
What?? Since when am I a portrait photographer? I only have 1 portrait on my website and don't ever advertise myself as 1. They received 120 proofs and 8 portrait photos is more than enough.
I told them if they want I can refund their deposit in full,but instead they said they just want another portrait session at no charge as they still would like to have me as their photographer.
I looked through my contract and I don't have a clause on being able to fire them. I'd love to do it as 10/10/10 is a popular date.
Any suggestions? Next thing you know they'll be asking to reshoot their wedding as they didn't get enough images of their grandma.
hmm they dont sound unreasonable. me thinks someone is whispering in their ear.... maybe the friend who originally suggested locations. Id maybe sit down and have a heart to heart, tell them your concerns and also that your worried about satisfying thier needs. often times this will break down the "force field" and open fresh and clean communication.
good luck
For 10/10/10, I would definitely sit down with them and talk about their expectations and your honest-to-goodness ability to exceed their expectations if possible. Guaranteed almost to find a replacement booking if they are not a good fit.
Explain to them your style, what you do, and how you shoot; tie it in to the engagement session, as well as how it will to their wedding. Bring up your concerns about being the proper person for their job, and that you want to be 100% sure for both them and you that they pick someone right for what they expect that day. Offer a no-fee, no hassle return of deposit (depending on how it goes, I guess you could discuss partial payment for the e-session, but since this is based on their dissatisfaction, that could be difficult). Rebook that date after in about 2 seconds.
120 pictures from the engagement session (seems like more than enough) and only 8 of them were considered "portraits"? I'd be curious to know what their idea of a portrait was. I'm going to assume nearly all of those 120 pictures at least had the couple in the picture. And yet, only 8 of them were portrait worthy?
Also, wanting to "fire" a client because of a little tiff like this seems like an overreaction. Seems like the issue here is a difference in expectations, which can very easily be worked out through a little smooth-talk and people skill.
deepbluejh wrote:
120 pictures from the engagement session (seems like more than enough) and only 8 of them were considered "portraits"? I'd be curious to know what their idea of a portrait was. I'm going to assume nearly all of those 120 pictures at least had the couple in the picture. And yet, only 8 of them were portrait worthy?
My guess is shoulders up cropped-type shots, wanted less full-scene type.
I had a similar thing happen to me. Posted on my blog, they fell in love with 'em spamming fb with how great I was. Awesome.
A week went by. After reviewing with family, they "loved the photos" but "didn't love them all that much". I told them eventually I'd reshoot in my town if they wanted.
A week went by. The bitched about how I didn't do skin smoothing (all my work shows none) and other random shit.
They decided it'd be best to find another photog. I agree'd. I kept their retainer and asked for a written statement from my client that agrees to void the contract and does not hold me responsible to shoot the wedding. She was such a headache... 45 minutes late to their engagement, felt like they were entitled to the world, etc, etc
From now on, if I feel *any* bad vibe from a client I simply won't book them. Whatever. Asprin gets expensive.
I sent a long email to them with my concerns and offered to find a suitable photographer that does portrait photography. They declined my offer and told me they don't want anyone else. They know 3 of my past couples,my work and what I deliver. It's just sad they want that AND more. I explained again what my style is and why their friends used me.
I am assuming they just don't care,considering the fact they are paying over $14K.
I wish I can just give them the deposit and let them go but can't see it happening if they are not willing.
PatFurey89 wrote:
From now on, if I feel *any* bad vibe from a client I simply won't book them. Whatever. Asprin gets expensive.
Pat,
I used to have the same mentality and it worked for me for many years. Once you hit certain level, you start to get people who are different.
I don't get as many down to earth couples any more. They tend to be in their early-mid 30's,own their NY businesses or have positions with a lot of control of people. I get a lot of business owners and bankers. They are used to controlling everyone. Once or twice a year I do get a young couple in their late 20s with wealthy parents. These couples tend to be really nice and fun. Just doesn't happen often.
Oh reason, you know what I meant! One day, if I'm ever charging 14K for a wedding, I can't imagine what level I'd need to be at - I want to see what a 14k wedding photog's engagement session looks like! PM it to me maybe?
reason wrote:
Pat,
I used to have the same mentality and it worked for me for many years. Once you hit certain level, you start to get people who are different.
I don't get as many down to earth couples any more. They tend to be in their early-mid 30's,own their NY businesses or have positions with a lot of control of people. I get a lot of business owners and bankers. They are used to controlling everyone. Once or twice a year I do get a young couple in their late 20s with wealthy parents. These couples tend to be really nice and fun. Just doesn't happen often. ...Show more →
Yeah I was thinking about this the other day. There must be some sort of bell curve in terms of working with clients that care about their photography (or the photographer) and the amount they pay for the photography. I bet the sweet spot is about $3000-5000 depending on where you live. Once you get way up there, you become the hired help and you deal more with wedding coordinators. Does that sound right?
I've taken jobs where I didn't feel any chemistry and actually quite the opposite. The days worked out pretty well. Pat -- you are very young, you might want to reconsider these tougher clients, they could help you grow as a person and learn to be a better photographer. I guess if you are filling a calendar though it's easier just to pick the ones you like.
When you say 8 portraits - do you mean a picture that includes just one of them? Or a picture where two of them are looking at the camera? Just wondering!
How often do you deal with something like this? Do you find these people who are so used to control also want control over the photos? Or do they assume that you know what you are doing and let you go with it?
I'm always interested in others' experiences, so I'm very interested to hear about some of your other clients. I think that also gives insight into what you may need to do in this situation.
asparkes wrote:
A Jerm and Reason show down? [covers eyes] [peeks]
No show down - I just really want to see it! I believe a lot of what reason has to say, and his observations, if not blunt and sometimes rude (sounds like a Jer guy I know..), are quite accurate. He's actually helped me quite a bit in examining my own work and future focus, so I really hope he's not a sham - but I would really like to see the shots!
if this is a $14000 wedding....and they still really wanted you..then I would give them a little more of my time...i mean, really, i would expect someone to be bending over backwords for me if i were paying them $14000.
reason wrote:
I sent a long email to them with my concerns and offered to find a suitable photographer that does portrait photography. They declined my offer and told me they don't want anyone else. They know 3 of my past couples,my work and what I deliver. It's just sad they want that AND more. I explained again what my style is and why their friends used me.
I am assuming they just don't care,considering the fact they are paying over $14K.
I wish I can just give them the deposit and let them go but can't see it happening if they are not willing....Show more →
Hire a lawyer, I bet you could get out of the contract somehow.
I would ask them to come in and have a heart to heart. Go over the images that you have taken and find out if they really love the others, and just want a few more head shots. Most photographers do not shoot enough of the head shots of the couple. The bride hopes to find that one favorite shot to use for their save the date cards and to put into the newspaper. Although, I'm sure they were very happy with everything else, they feel you came short on the shots they needed.
As stated above, someone probably pointed that out to them. If that is the only issue, I would reshoot some closeup shots and be happy. Yvette
PM it to me maybe?