I had a wedding recently where the bride handed me a 54 item list of people she wanted pictures with. I told her that since she wasn't planning on a receiving line, we should be able to take all those pictures. Then guess what, of course she ended up having a looooong receiving line, and by the time it was done, all the people had scattered and it was impossible to get them back for pictures. While the caterer was on my tail waiting to announce dinner, I was doing my best with family formals and different groupings that included most of the people she requested, but not everyone and not in the specific groupings she wanted. We were pressed for time, as is the nature of these events.

Later that night I asked if there was any other picture she wanted before we left, and she said no, so we went home. Now of course she is emailing me about how upset she is because we didn't get pictures with her brothers and what not, and wants me to photoshop them into her pictures. And also because we left before the time was up, she now wants compensation for the lost hour.

The problem is I don't know how to answer her in a nice way these three things:

1. Contract states that no specific images are guaranteed although I do my best to try and get everything
2. Contract states "up to" time covered (we left 40 min early)
3. I don't know how to photoshop people into and out of pictures. Closed eyes is one thing, a whole person is another.

I am frustrated because I want to keep my clients happy, but it's like she's expecting magic to happen and all of a sudden all 54 of her groupings to magically appear in her pictures.

letenele wrote:

Later that night I asked if there was any other picture she wanted before we left, and she said no, so we went home. Now of course she is emailing me about how upset she is because we didn't get pictures with her brothers and what not, and wants me to photoshop them into her pictures.


That's a bit passive/aggressive.

Did you remind her that there was no receiving line planned and that cut into the time? I would put it gently and professionally. Brides really have no concept of timing and how the day's events can affect the quality of pictures. I can't blame them, it's not like everyone gets married everyday.

Dave

Tough spot man... I've never had issues like this before (fingers crossed), but I'd say it's a decision between going way above and beyond or following your contract (for points 1 and 2). My contract has a "Cheerfull Cooperation" clause stating:

"...The photographer will not be held accountable for not photographing desired people as defined in provided event guide if there is no one to assist in identifying people or gathering people for photographs. Ben Lipford Photography is not responsible if key individuals fail to appear or cooperate during photography sessions or for missed images due to details not revealed to Ben Lipford Photography."

Sounds like you have something similar, and I wouldn't feel too horrible to respond to her and reference it (kindly of course). You can only do so much!

Good Luck!

Ben

That point of my contract is similar to yours Ben.

What do I do about the photoshop request? I have a few images where a person can be taken out with relative ease, but there's nothing I can do to squeeze her into a picture that wasn't taken! I can't do that kind of magic. However I do want to make her happy. Grrrr. I tried telling her that in album design it's possible to group photographs in such a way that would look like a family grouping, but still it won't look like a real picture.

good luck . I always meet with my clients and let them knoe that I am there to capture wedding images not family reunion photos. I will do everything in my power to get the shots that they want but if it involves the wedidng party and immediate family members then I will capture them.
Contracts are4 your best friend. Recieving lines are the tool of the devil.

I think the safety valve is the fact that she told you she would not have a receiving line, and that by reversing that decision, she impacted your time by XX amount of minutes. The bad side is that, when you asked her towards the end of the night if there were any other pictures to take, you didn't tell her that you had not finished the list of 54. How many of the 54 were you able to accomplish? If you hit a reasonably good number, you have a better leg to stand on.

As far as putting people into pictures after the fact, it can be done IF you have room in the existing picture to do so and IF you have a picture of the person to be placed in a pose that will fit in with the others. In many cases, you would have to re-shoot the individuals to be placed. the best way is to put them in the back of a group, so that you only need to place their head and shoulders in. Putting a whole person in where it wasn't planned in advance can be very difficult. Bottom line, this is time consuming. I have done it, but not without charging the client for the time. But don't avoid getting back to her, even if it is to discuss the possiblities more. Quick response and willingness to talk will help minimize her level of frustration and should make her easier to deal with......most of the time. Good luck

Chas

Jeff Babineau wrote:
good luck . I always meet with my clients and let them knoe that I am there to capture wedding images not family reunion photos.

Amen!

My only thought is why you just didn't round people up and finish off those group shots instead of finishing 40 minutes early. I have a wedding coming up where there will be a bunch of group shots and I'm telling them to plan on getting it done before the wedding for the very reason you mention (receiving line scattering people etc).

Or was it an all or nothing in terms of doing them as formals at the church?

Do you guys seriously get brides with a list of 54 people to photograph Man, what a headache - I let a bride come up with her formals list, and that's it - being accountable for getting shots of that many people is madness.

Hi Letenele,
Something I would suggest that I added about a year ago to my contract:

REQUESTED PHOTOGRAPHS: Weddings and events are dynamic and fast moving. While Seize the Photo Photography will make every reasonable effort to take photos specifically requested by the Client, the Client understands that this is an uncontrolled event and that due to various restrictions (vagaries of the weather, available light, time restrictions, guest cooperation), Seize the Photo Photography cannot possibly guarantee that ALL requested photos will be taken, nor that everyone will be photographed. Seize the Photo Photography also does not guarantee the exact number of images of any one person at the wedding, or the exact total picture count for any shoot covered under this Agreement.

COOPERATION: It is very important for guests to cooperate with Seize the Photo Photography, arrive on time during scheduled shoots, and pay attention during scheduled shoots. Seize the Photo Photography recommends that the Client designate an "event guide" to point out important individuals for informal or candid photographs during the wedding who they wish to have photographed. Seize the Photo Photography will not be held accountable for missed photos due to the following: a) not photographing desired people if there is no one to assist in identifying people or gathering people for photographs, b) guests failing to cooperate or pay attention during photography sessions, c) late arrivals by wedding party or family from other appointments during photography sessions, d) missed images due to details not revealed to Seize the Photo Photography.

You asked here before leaving did she want additional photos and she said "NO". So you did your part of the job, and contractually you've covered this off as well.

Some people are never happy, and maybe you have one of those on your hands .. my experience with these type of people is that even if you had gotten every single family photo she wanted then she would be looking for more pics of something else. Never happy.

but there's nothing I can do to squeeze her into a picture that wasn't taken! I can't do that kind of magic. However I do want to make her happy. Grrrr.

One other thing...you need to draw the line between a realistic request and one that borders plain insanity. There is no possible way, just like you said, that you could create a picture of her and her family that wasn't even taken. The Photoshop skills that you mentioned are very time-consuming and should require additional compensation. You did everything you could with the details you were given, and even rolled with the punches on the wedding day. Again, you did everything you could. You could not help that she didn't share the receiving line details with you. That's not your fault. You need to a) let her know that the list she gave you and your response of "we can probably get them done" was based on the fact that SHE TOLD YOU there wouldn't be a receiving line, and b) your PS processing "magic" will be $$$/hour.

Be courteous and professional about it, but don't back down on the fact that the mistake lies in her not divulging important details to you.

tough situation. at this point i would recommend as cathy said, staying pleasant and neutral. refer back to specific language in her contract and maybe offer a sample of the album page you described - with all important family members in a spread.

also - refrain from doing all this via email if she starts to escalate the conversation.

good luck - let us know how things work out

Is there any particular reason why pros oftentimes refer to themselves in the third person instead of just using "we/I" or "us/me" on their websites, and in ads/contracts?

Cathy Yount wrote:
but there's nothing I can do to squeeze her into a picture that wasn't taken! I can't do that kind of magic. However I do want to make her happy. Grrrr.

One other thing...you need to draw the line between a realistic request and one that borders plain insanity. There is no possible way, just like you said, that you could create a picture of her and her family that wasn't even taken. .


Meh, what's the big deal?

rvdw wrote:
Is there any particular reason why pros oftentimes refer to themselves in the third person instead of just using "we/I" or "us/me" on their websites, and in ads/contracts?

I was there with an assistant.

Letenele,
Before you meet with her, please have a number of photos that you are willing to do for free (but I am not suggesting doing this for free). If she sees one and you give it to her for free, she's going to expect the same for all 54 photos and you'll be at a huge loss. I would either give her a max number of photos you'd do, or charge per photo. This could open a huge can of worms.

rvdw wrote:
Is there any particular reason why pros oftentimes refer to themselves in the third person instead of just using "we/I" or "us/me" on their websites, and in ads/contracts?

because in legal terms, who is "I"? the parties need to be clearly defined.

May i ask how much she paid for her wedding package?