We met with a couple a few months ago and they emailed us to say they wanted to go with our services.They weren't sure which package they were going to go with so we mailed them a blank contract. Needless to say we never recieved a contract or retainer. We eventually got an email saying they changed their minds about booking us. I ask politely for an explaination and I got the response below this evening.

I'm not sure what to make of it since we've never had a complaint from other possible clients and this is the 1st time anyone has ever backed out on our services. Do you provide these "little service touches" to your clients?


" We decided to go with ________________. We were very impressed with your work. However, it was little service touches that sold us. When we met with other photographers, they had a preformatted sheet with questions. Having that upfront made it easier after. When your contract was sent to me, it was sent without my first name listed on the envelope. I was a bit taken aback that it didn’t show my name but figured that it was forgotten. Also, the contract wasn’t completed at all. We were expected to do all the calculations and determine the down payment. We could easily do that but didn’t feel that we needed to especially when other photographers did that automatically. All the other photographers contacted us after our visit just to touch base. That was a nice service touch that they did but unfortunately, we did not get from you. The down payment was also higher than others. I think I was ok with that knowing the work that you were going to do but it was a bit more. I do understand that being younger into the photography business that maybe that too made a difference. I was also caught a bit off guard when I called and ________ answered just like calling a home rather than a business. So, given all that, we felt a better sense of comfort going with another photographer that had more experience. I do wish you all the best. Your work is truly tremendous and I was very much impressed. Thanks for taking the time to meet with us and to respond to our questions via e-mail."

if their story is true, i dont blame them.

If it were me, and I do think I've learned things myself from this post that I'll change, I'd appreciate the honesty and try to make the simple changes that were suggested.

I'm not saying that you should have been doing them all along ( I don't), but for this one bride those simple considerations made an impact. I'd want to be sure my impression on future brides was the best it could be.

Cindy

As soon as you said you mailed them a blank contract I knew it wouldn't end good. I must say it ended better then I thought.

At your prices, which are fine, you should be worried about the little touches.

if she needs you to hold her hand when she pees then you don't need to do the wedding. Sounds like a pain in the ass to me. Be glad your not stuck with her.

Some of the very things she mentioned, I'm also guilty of. I have sent out blank contracts for the brides to fill in. I usually type a letter to go with it saying thank you for choosing us. I ask them to please fill in the contract and then I will sign it, make a copy and send it back to them. I've never had an issue with it.
I don't call brides after they leave me. Most of the time when they leave, they already know if they are going to hire us or not. I'm not pushy, so therefore I don't call. If they come back, they come back. If they don't, I usually book someone else for that date.
I do is answer my phone as a business and I can see how this would be confusing to some potential clients. I put call forwarding on the studio and even at 10:00 I answer it by the business name.
I don't have a form for asking questions during the consultation, however I have one we fill out once they have signed a contract. I want to get to know them as much as possible. The bonding time is when they are in front of you. I agree you should have known the bride's first name and it should have been on the envelope.

All in all, it sounds like a more professional business person took your client. I don't mean to say that you are not professional or business minded. It seems that this bride expected more than most. It's very important for them to feel they are your only client although you could have 30 or more in a year.

I would take lessons from this. I do believe that if these are actual truths, then you could have fallen short since she said she would be booking with you. It's not sold until you have the contract and the money in hand.
1- I would make sure I answered my phone as a business if I intend on clients calling that same number.
2- I would know their names and use them. If you forget, just be polite and ask them again. They will understand that more than sending them something in the mail with only a last name.
3- When you mail out a contract, give them X number of days to get it in with the deposit/retainer. If they don't have it within that time limit, call them. Never hold dates without money.

I'd take her comments, reflect on them and change my business practices to try and eliminate the possibility of the same reservations from the next client. You should send her a nice "thank you" letter for her taking the time to try and help you build your business.

Rick

I'd be grateful for her polite but candid feedback and decide for myself if there's anything I should change. I'm just starting out, so this is very helpful to me. I think I'd take it as a positive opportunity to further improve your business. You're already doing a lot "right".

And congrats for having the self confidence to post this in the first place. As I said, many of us can benefit from your experience.

Mike

Being relatively new in this business I can appreciate this post and I have already made notes on what to do and what not to! Thanks to you and those that have replied

Mart

j.curtis wrote:
As soon as you said you mailed them a blank contract I knew it wouldn't end good. I must say it ended better then I thought.

At your prices, which are fine, you should be worried about the little touches.

I have to respond to this comments becasue I too don't fill out the contract for the client when I send it to them. During the meeting I give them the price list and tell them to take it home and look it over and make their decision there about which package they want to go with with no pressure. When I mail them the contract I do not know what package they have in mind so how can I fill in numbers when I don't know what they want. (god forbid someone do some simple math on their calculator).
But having read the post and seeing that this is a business practice some of you use-do you ask the client what package they have chosen before you sent the contract out? I guess my thinking is that it is a little pushy.

You should send her a nice "thank you" letter for her taking the time to try and help you build your business.

That's an excellent idea.

You've committed no mortal sins here and much comes down to your style of conducting business, which evidently does not suit this particular person.

If small details like this are enough to leave her "a bit taken aback" then imagine what kinda grief she would lay on your doorstep if you missed the ring exchange shot, or first kiss.

Some people you're just better off without.

Maybe she dumped you because you shoot with a digital Rebel?

Just kidding. I thought her reasons were valid, and she was very nice taking the time to outline the reasons she went with something else. Her response was not worth the price of a booking, but it was very valuable. Learn from it.

You do nice work by the way.

It was kind of her to respond in such detail. Most folks you simply never hear from again. Be glad for the feedback it sounds constructive.

Clearly this is a high maintenance client. You're better off without her, especially as MM said when she was "taken aback" by very, very minor things.

FWIW, I also send blank contracts when the client hasn't decided on the package. If you would have "guessed" on what package they might want and what fees they would be charged, she would have complained about that too.

Regarding the "follow up" message, that can go both ways. I always try to send a "Thanks for meeting with me, let me know if I can help" email to clients, but I had one client complain that I was "pressuring" her even though I never even mentioned booking me. I still think a follow up email is polite and makes most clients feel like you're a nice person.

Use a few of the things to improve your client skills, but mostly chalk it up to the fact that you probably wouldn't have wanted to deal with this person's wedding anyway.

Mike Mahoney wrote:
You've committed no mortal sins here and much comes down to your style of conducting business, which evidently does not suit this particular person.

If small details like this are enough to leave her "a bit taken aback" then imagine what kinda grief she would lay on your doorstep if you missed the ring exchange shot, or first kiss.

Some people you're just better off without.

Mike hit on it.......!!!

I send blank contracts too.

Hellz yes you have to do the little things. As a business, this is great constructive criticism you NEED in order to learn, adapt, and progress.

You're selling something they'll only come to you once for. You've got only one chance to do the best. These people are paying thousands of hard earned cash. Not to mention any future referrals.

Treat clients like they are walking into a Waldorf Astoria, not the Route 66 Motel.

I have to disagree that the client would have been a pain really. Our clients decide to go with each one of us based on TRUST. You have to earn that no matter what. Can't stroke anyone's ego by saying you were better off without her, because in reality, you and others have learned a valuable lesson here. If you're a business, then customer service, both and good and bad, is part of it.

btw, brave of you to post. That took courage, and it just goes to show you are more then willing to learn. You've got a head start ahead of even the veterans here who sometimes tend to be more egocentric.

/asim

Edited by asimsoofi on Mar 28, 2008 at 12:27 PM GMT

asimoofi: The client was upset that the photographer sent her a blank contract. The client had not selected a package. What was the photographer supposed to do, guess?

I'm not stroking the photographers email, as there are things the photographer can improve on, but this client just seemed to be looking for potential problems and I feel bad for whoever she ended up booking.

I give them a copy of the contract at the interview, then ask them to fill it out and send it back to me. I just had a bride ask if I could fill it out and was more than happy to do it.

The questionnaire sounds interesting though...anyone here have any examples they would be willing to share?

Who said this business was more about business and less about photography?

Should you be sad about losing the client? Only if _________________ photography she went with has the same style and pricing as you. If not, she's just looking to buy any blouse, just as long as it's at Nordstrom's.

Not just a blank contract...the client was talking about the overall customer service.

Every business has the right to deny service to anyone. No shoes, no shirt, no service...Sure. However, when your clients find the value in paying thousands for photography, it should come as no surprise a certain level service is expected and should be provided.

If you're not taking care of your customers, someone else will.

Why leave it chance? Use beautiful letterheads, charming letters, clear as crystal packages and easy-to-sign contracts. Few businesses do not have optimal standards of presentation and communication so you can easily steal a march on them, whether you're starting out or a seasoned pro.

Rick Rosen wrote:
I'd take her comments, reflect on them and change my business practices to try and eliminate the possibility of the same reservations from the next client. You should send her a nice "thank you" letter for her taking the time to try and help you build your business.

Rick
I'll add to Rick's great idea. I'd also send her a nice token gift. If you listen, really listen to her, she gave you feedback that may be worth thousands of dollars in the future.

I feel it wasn't the blank contract, but the reasons it was blank was the problem. As she mentioned, there was no followup. A call saying "I was getting ready to send you a contract, but I know there were some decisions that hadn't been made at our last meeting. I'd like to discuss just how I can serve you."

She took the time to kindly tell you why she chose another. That's very rare. The first step in changing your business practices for the better is to take Rick's advice.

Doug