How To Cope With A Difficult Photography Client
#7: They zoom in and out, and in and out, and in and out…
Summary: "How To Cope With A Difficult Photography Client"
What should we do when faced with a client who tries to hold us to ransom by demanding more than they paid for? Should we give in or stand our ground? How can we avoid this situation from happening in the first place?
A recent thread in a Facebook group inspired this post, from a wedding photographer who was (understandably) upset by a client that wanted her to supply the contents of a premium collection for free, even though they were only prepared to pay her for the basic package.
Judging from the response to the original post, and the number of comments, this is something of a hot topic right now, with other photographers also complaining that this happens to them on a more than regular basis.
Even Doing It Right Doesn’t Always Help!
In this instance at least, the photographer did everything right. She had a face-to-face consultation with the couple, talked about her wedding photography collections, let them choose a package, and then had them sign a contract (which she explained in great detail to them). Everything should have been just fine, but it didn’t stay that way!
The next thing you know, the bride sends the photographer an email to demand all the RAW files as part of the package (a very odd request, since only someone familiar with photography would know what to do with those), and she also wanted the rights to the images – basically, she wanted to get the DVD of images that the photographer would normally include in her top package, but only she wanted to pay for the basic package they had originally agreed to.
Obviously, this is not a great situation to find oneself in!
Why Does This Happen?
The reason this happened in this specific example isn’t clear, but I certainly don’t believe it was the fault of the photographer – she did everything possible to make sure the clients understood her packages and what they were buying, and even had them sign a contract. So, who knows? Perhaps it’s a simple case of photographer versus Bridezilla!
In other cases, though, this type of situation can easily arise if the photographer is lacking in confidence, or they employ poor sales techniques. Some of the issues surrounding wedding contracts, such as cancellation or amendment policies, can be hard to discuss, so the photographer might avoid those topics. Or, in the haste of trying to get the sale, the photographer might not explain everything clearly, or forget to have them sign a contract at all.
Having been in situations like this myself in the past, I can really feel for the photographer in this example. It can get very unpleasant very quickly, with the photographer made to feel like the “bad guy” and feeling pressured into acquiescing to the client’s demands. However, much like terrorists and kidnappers, I finally decided that I don’t believe it’s worth negotiating with them!
What Can We Do About It?
Once in this unfortunate position, it’s difficult to know what to do. But, the most important thing of all is to remain absolutely professional at all costs! Under no circumstances must we allow ourselves to be baited into losing our cool, or getting dragged into a heated argument with the client.
My personal preference is to talk to the client on the telephone or in person, however there is also the benefit of having a written audit trail from email, in the event that things get really nasty, or you feel that the client is becoming abusive or threatening.
Before anything else is said, I would calmly let the client know that I understand their frustration, and that perhaps there has been some confusion somewhere that I would be more than happy to help them clarify. Acknowledging their problem and letting them know we can see their point of view (even if we disagree with it) goes a long way toward diffusing any potential conflict.
Once everyone understands the situation, we can offer a solution, or explain your position further. In this example, all we need say is, “I understand that you would like the DVD of images, which is part of my premium package, however this is not included in the package you ordered. However, I would be more than happy to help you consider an upgrade.”
If the client is on a tight budget, or simply doesn’t want to agree to pay the additional money required, and no agreement can be reached, then I would strongly suggest maintaining your position, and to look for alternative solutions. For example, are there other areas of the wedding they could cut back on to allow them to upgrade the photography collection? Can they switch out something of equal value that they don’t need?
If all this fails, or the client becomes belligerent, then my last resort would be to suggest that they look elsewhere for a photographer who might better suit their needs. At this point, it should be obvious to both parties that this is not a business relationship destined for greatness in any shape or form, and a separation is probably the wisest choice for everyone involved.
From the photographer’s standpoint, if they are really this difficult to work with now, imagine how “interesting” things could get after the wedding!
Prevention Is Better Than The Cure
Obviously, it’s far more preferable to avoid this type of situation in the first place, as per the old adage that prevention is better than the cure! Here are a few checklist items we should always consider:
- Aim to convert email enquiries into phone calls as soon as possible
- Pre-qualify the client as much as possible on the telephone
- A face-to-face consultation is as much for you as it is for the client
- Don’t be afraid to turn a prospect away if they’re not qualified
- Practice full disclosure with your policies
- Explain everything in your contract
- Obtain signed model releases
- Collect a deposit with all bookings
- Collect a signed agreement with all bookings
- Make sure they have a written copy of the package they ordered
- Remain professional at all times
Finally, Is The Customer Always Right?
The short answer to this is “no”, but they can often be “right” in the interests of retaining a good client or eliminating an issue that’s a small annoyance to them. I do believe in accommodating people’s requests as much as possible, and giving my clients the personal attention they deserve, but I do draw the line where I might be forced to compromise either my integrity or my business policies.
If we do surrender to unreasonable demands, then word can get around and it can seem very unfair to those clients who have paid a premium for what someone else is now getting essentially for free. Doing this hurts our trust factor, and brings our integrity into question.
This has been an interesting subject to write about, and I think it would be very helpful to other photographers for us to share opinions and practical examples. If you have something you feel would benefit others, then please do share it here. Thanks for reading, and talk to you again soon!
Connect With The Photography Coach On Google+
Connect with the author, Nigel Merrick, on Google+
View our official Google+ page at: Photography Business and Marketing Google+ Page
Recent Comments