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Archive 2009 · Dropping a client?

Geoff Ash
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p.1 #1 · Dropping a client?

Well technically, she's not even a client yet.
This will likely be long-ish but I would really appreciate the input of some more experienced folks....perhaps some of you have been in the same situation.

-Here is the situation, I started communication with the client back in June when she inquired about availability. We went back and forth a couple times, I tried to explain what I do and how I like to work, what she would be getting, etc. She had some questions and was having difficulty deciding on her photographer, so I tried to give her as much advice/tips as I could in picking one (not necessarily me).

-I didn't hear back from here for a while, and every now and then I would send an e-mail "just checking" to see if she had any further questions, etc.

-In September she decided that she wanted to book me, so I reserved the date, drew up the contract and prepared for our meeting.

- Over the next month, she was not available on any dates I suggested and then we each had a death in the family, mine first, then hers.

- I didn't hear from her until October 30th, and I was going to be at a wedding show the following Sunday so she said that she would come see me at the show. Well she did stop by at the show, we chatted for a bit, she looked through the albums, but then she had to go and didn't have time to discuss the contract, etc. That was fine, so I told her to give me a call or e-mail with a time that she would be available either that week or the following week, and if I didn't hear from her, I would call her.

- About a week after the show I hadn't heard from her so I sent an e-mail asking when she would be available. No response, so a week later I sent another e-mail, this time politely stating that I have been getting other requests for that date, and if we were not able to get a contract in place soon, I would have to open it up again.

- That got a response (surprise) and after some conversation we worked out a time location (I'm still part-time and without a proper office/business space so I do all my meetings at third party locations, mostly coffee shops, etc.) to meet and get everything finalized.

- Meeting time came and went, and she was nowhere to be found. The location was made quite clear in a phone call earlier that day, as it was next to a quite prominent landmark.

-Later that evening I received an e-mail from her saying that she was waiting for me for over an hour, and some other comments about it not being very professional, and that she would "have to think about it" now because she didn't want that happening on the wedding day!

- Turns out she was supposedly at another location, even though as I mentioned before, the location was clear in a phone call earlier that day.

- The location she said she was waiting at is quite some distance from the decided meeting place, and I cannot figure why she would have thought it was correct. Now I am wondering if she was really there at all, knowing I would have no way to know, and if she is just dragging me along.

- After we established the "miscommunication", she apparently still wants me to be her photographer, but I am having serious doubts.
For one, I don't want to be strung along any more.....I could have had that date booked 10 times over by now. And two...I really try to make my wedding shoots relaxed, so I make an effort to pick "nice" couples, and establish a good relationship right away. I don't think starting out like this would have a good effect on the outcome of the day.

So my question is, should I tell her that I don't feel comfertable being her photographer anymore? Or just suck it up and do it anyway? If I do end up "firing" her (even though she's not officially a client yet) what should I say? I'm still growing my business and trying to establish a reputation, so how much bad press do you think I would get if did "fire" her at this point?

Thank you

Nov 16, 2009 at 09:15 AM

lisy78
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p.1 #2 · Dropping a client?

WTF are you doing blocking dates without a signed contract and a retainer?

Send her a polite email telling her that her date is now open and that your business practices have now changed and dates are only held after contract is signed and retainer received.

Nov 16, 2009 at 09:20 AM

sbeme
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p.1 #3 · Dropping a client?

I'm not a pro.
I'm a psychiatrist. Among other things, I deal with no shows, cancelled appts etc.

Here's how it sounds.
You are pursuing her more than she you. Not a good position to stay in over a prolonged time.
Accounting for deaths, getting familiar with each other, comfort, miscommunication etc, I think its time to change your plan. I'd send her one more note indicating how unfortunate circumstances have been, how pleased you are that she has been interested in working with you, and how you have limited time to coordinate additional meetings. I'd suggest you confirm a time/place to meet, expect a payment from her for the consultation, applied to any work she agrees to.
My guess: aint gonna work and you might get stiffed by her. Oh, and I dont think you can "fire" her. She hasnt hired you.

Scott

Nov 16, 2009 at 09:24 AM

Geoff Ash
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p.1 #4 · Dropping a client?

@lisy
Normally I do, and I tell clients that the date is not confirmed until the contract is signed and retainer paid.
In this case I was in another province when she called to say they decided to book me, so I guess in a show of good faith and to keep her from going elsewhere I told her I would hold the date until I got back and got the contract signed.

@sbeme
I suspect you are right, I'm just worried that telling her "I don't want to shoot your wedding anymore" (not in those words, but that's basically what I'm saying) might have repercussions with other (potential) clients. haha, firing was the best/shortest way I could think of describing it.

This is part of business thought, and I'm sure it's not the only time something like this will happen.
Does anyone have this sort of situation happen often? Have you ever had a serious problem arise from turning down a client like that?

Edited on Nov 16, 2009 at 09:33 AM · View previous versions

Nov 16, 2009 at 09:26 AM

jprezant
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p.1 #5 · Dropping a client?

Well... first I would say.

Do everything in writing!!! miscommunications are too easy over the phone, i.e.
your meeting place muss-up.

Then I would say...
If you don't need the gig, you may want to reconsider. I wouldn't want to shoot
anyone that called me 'unprofessional'.

Additionally...
When you were waiting for a full hour for that meeting to take place. Why didn't
you call her to see where she was? Clearly you had her phone number. Conversely,
clearly she had your phone number as well, and decided the meeting wasn't
important enough for her to bother calling you?!? Sounds lame on both ends.

Bottom line-
If you need the job, I would still consider booking her, but I would have a talk
with her first to clear the air. Reminding her once more how you work, what
she can expect. On that day that you have this meeting, tell her to bring her
check book, and that if she doesn't book you then, you'll let the other
inquiries know that the date is once more available (but don't sound
threatening). And seriously. If she doesn't book that day, on the spot,
just forget about her.

If you don't need the job to survive, I'd let it go. Sounds like it may or may
not be trouble on the day of.

Nov 16, 2009 at 09:33 AM

CRFTony
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p.1 #6 · Dropping a client?

Dear Flaky Client,

I sincerely appreciate your interest in my photography services, but after several months of trying to meet up to discuss your wedding and complete the signed contract which is required to book your date we haven't had any luck. At this point, I feel it's best for both of us to move on to other clients/photographers. I wish you all the best in your wedding and in finding a photographer to capture your big day.

My best,
Photographer who is tired of getting the run around

Nov 16, 2009 at 09:41 AM

Geoff Ash
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p.1 #7 · Dropping a client?

I don't "need" the job, and as for calling...the only number I have for her is a work number. However, she does have my cell phone #.

The risk of it being "one of those" weddings seems pretty high, so I think I'm going to cut it loose. I guess seeing as this is my first time doing that, I just needed some reassurance from some more seasoned pro's.

This might change the topic here slightly, but on another note....do any of you pass on clients that seem like "trouble" (someone you don't "click" with, or gives off a bad vibe, etc.)
I get enough requests for already booked dates now that I feel I could be somewhat choosy with clients....but from a business point of view, that concept freaks me out.

Nov 16, 2009 at 09:41 AM

CRFTony
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p.1 #8 · Dropping a client?

I think it's a good thing to be choosy about clients. Early on in my business I met with a couple who wanted to book me for a big collection (at the time, it would have been my biggest "sale").

During the meeting, the groom was just unbelievable condescending and pretentious. He kept talking about how expensive everything at the wedding was. How fine the food was. How good their wine was. Keep in mind that I was a CHEAP photographer then. He asked "What will you be wearing to our wedding because you may be invited to eat with our guests?" and told me I wasn't supposed to be more than a few feet away from them the entire day in case "a great photo opportunity presents itself." I just felt like I was 2 inches tall when he was done running his "I'm so much better than you" spiel.

Well, the bride emailed me later that day and said she loved my work and they were probably going to book me. It took me about 1 second to email her back and tell her I was unavailable for her wedding. She wrote a nasty thing about me on the Knot, but I didn't care. I wasn't going to be hired to be anyone's servant.

Nov 16, 2009 at 09:49 AM

jeremy_clay
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p.1 #9 · Dropping a client?

Tell her you're booked and save the hassle.

Nov 16, 2009 at 09:54 AM

PierreB
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p.1 #10 · Dropping a client?

If you don't have a good vibe about her now, wait until the stresses of the build-up and the day itself turn her into bridezilla. It sounds like you are ready to walk away which IMO is the right decision.

Nov 16, 2009 at 09:59 AM

Pandacat
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p.1 #11 · Dropping a client?

You don't have to tell her anything. Don't call her anymore. If she wants you, she will call. In the mean time, if you can book with someone else and they pay your retainer and sign the contract, then you are booked for that date. If she calls back (highly unlikely) then you simply tell her "Sorry, that date is booked. I didn't hear back from you."

Nov 16, 2009 at 10:05 AM

Inku Yo
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p.1 #12 · Dropping a client?

I prefer not to go hounding flaky potential clients. I would have stopped emailing her after the first "follow up" email and been done with it.

-I didn't hear back from here for a while, and every now and then I would send an e-mail "just checking" to see if she had any further questions, etc.

^ that is something that I would never do.

Nov 16, 2009 at 10:09 AM

Saad Syed
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p.1 #13 · Dropping a client?

Tell her you no longer want to work with her. You can tell her you're booked - this is not lying as you could be booked with "family time, golf time, bbq time, etc." - or just tell her you are no longer interested in this contract due to feeling incompatible with her.

Nov 16, 2009 at 10:10 AM

AndyKellett
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p.1 #14 · Dropping a client?

If you've already had inquiries for the same date, you should be pursuing them. I don't "hold" a date and never "pencil" somebody in - and have been asked to do both numerous times. I politely tell people that the date is reserved when I have a signed contract with a check. IMO other policies will lead to losing business at some point, but it's a decision every wedding photographer needs to make.

She sounds flakey and I personally would avoid her as a client. It probably won't get any better dealing with her in the future.
Best,
Andy

Nov 16, 2009 at 10:15 AM

cordellwillis
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p.1 #15 · Dropping a client?

Ummmmm, I would love to put this in such strong wording that you might get the picture, but you may also take those words as an insult; that's not my intent. However, I will use the known letters W.T.F.

YOU should not waste so much of your time chasing down a so called potential client! Make communication once or twice then move the heck on. Put yourself in the buyer's seat. When you go out to shop for something and you have choices and the money, what do you do? You get off your butt and go buy the one you choose. YOU as the buyer makes time for the purchase and purchase it.........SIMPLE AS THAT!

Don't chase potentials. Give them what you have to offer and move on. Forget about them if you don't hear anything from them.

I also have to say that you need to not worry about a bit of bad mouth from a source that is not your issue. If you stop bugging her a long time ago this whole thing would not be an issue. Even if she tells ten people that you are a crap arse photographer/person, it wont get far.

Nov 16, 2009 at 10:44 AM

Mrs. Jupiter
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p.1 #16 · Dropping a client?

Pandacat wrote:
You don't have to tell her anything. Don't call her anymore. If she wants you, she will call. In the mean time, if you can book with someone else and they pay your retainer and sign the contract, then you are booked for that date. If she calls back (highly unlikely) then you simply tell her "Sorry, that date is booked. I didn't hear back from you."

I'd do exactly what this guy ^^ said...

Nov 16, 2009 at 10:48 AM

letenele
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p.1 #17 · Dropping a client?

Don't tell her anything but do pursue your other inquiries. Book the date on first come first serve basis, "first come" meaning the contract and retainer. If it comes from her, great, if not, you still have a wedding - and money - in hand.

Nov 16, 2009 at 10:56 AM

Photo197726
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p.1 #18 · Dropping a client?

As an aside from everything else here, when you set up your meeting did you use a physical address, ie, Joe's Shitty Gas Station Coffee @ 123 Oak St., or "Let's meet at Joe's, you know, the one downtown by the big buildings.

I've learned over time, that no matter how obvious a place may seem to you, it may not be the same to someone else. Use a physical address as a meeting point first, and then a name, etc. Especially in this day and age, where everyone has a gps in their car, their phone, etc.

Nov 16, 2009 at 11:20 AM

MPLS_photog
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p.1 #19 · Dropping a client?

Photo197726 wrote:
As an aside from everything else here, when you set up your meeting did you use a physical address, ie, Joe's Shitty Gas Station Coffee @ 123 Oak St., or "Let's meet at Joe's, you know, the one downtown by the big buildings.

I've learned over time, that no matter how obvious a place may seem to you, it may not be the same to someone else. Use a physical address as a meeting point first, and then a name, etc. Especially in this day and age, where everyone has a gps in their car, their phone, etc.

Damnit I thought I was the only one who used Joe's Shitty Gas Station Coffee to meet clients at. Apparently the secret is out. Best damn coffee in the city.

Nov 16, 2009 at 11:23 AM

maxwell1295
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p.1 #20 · Dropping a client?

Go with your gut.....period.

Only you know what your gut is telling you, but based on the fact that you decided to start this thread in the first place, I have a pretty good idea of which way you're leaning.

Nov 16, 2009 at 11:24 AM

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