Category Archives: Clients

Photographed an Event… But NONE of the images turned out!

Dear Stefanie Shutters

How do you respond to a client who isn’t happy with the pictures and then asks to buy your SD card to get all the pictures from the event?  I don’t really want to do that, but I’m not sure what to say.  The event was a family party and we did formal pictures outside and then I went in and took some pictures during the party itself. The outside ones were fine but the inside ones were dark and blurry. I gave her the best of what I was able to capture but I didn’t have enough light to get anything good. I’m a beginner and I just need some advice!

~Tried My Best

Client Insists: No Payment till Images Seen

Dear Stefanie Shutters

How do you handle it when a potential customer doesn’t want to pay upfront for the portrait session?  It’s really three sessions and includes 2 adults, 5 kids and three babies.  I told him my price and he said “That’s not right!” He insisted that no one charges before the service is done.

My studio requires payment up front. We have a no refunds policy, but we do reshoot. I’ve been in business more than ten years. It’s always worked for my clients and my business.

But he wants me to do the job and if he doesn’t like it, he wants a full refund. He doesn’t care that I’ll be out the time for the session, the editing, the cost of printing my proofs – if he doesn’t like the end results he wants his money back.

I told him “that’s now how we work, I’m sorry.”  Am I wrong here?

~Second Guessing Myself

 

A Friend of a Friend = a Discount?

Dear Stefanie Shutters,

I gave a discounted maternity and newborn session package set to a good friend’s friend. They loved their maternity session, and I had 39 images to show in their gallery. The maternity session package comes with 15-20 images.  The client chose 23 images and when I told her it was $25 for each additional image above the 20 she freaked out at me and said that they would cancel the newborn session with me unless I send her the extra three for free too.  Her logic was that “it’s not too expensive to just send them the extras” and they shouldn’t have to pay because they’re not printed.

My husband says to just give them what they want. It’s a tiny thing on our end to make them happy and willing to come back for the newborn session. We need the money. What do I do?

~ Floored

‘Cause “Everyone Else” is Doing It

Dear Stefanie Shutters,

I’m really struggling to get clients. Everyone in my area includes the digital downloads. EVERYONE. I don’t want to do it, but I feel like if I don’t I’ll lose business to those that do. I also feel like I have to decrease my prices so that I am competitive with those who give digital since I don’t. Help!

~Needs business but has standards

What Comes First? The Client’s Photos or your Family?

It’s tough being a small business owner. It’s really tough when you’re a business of one.  And sometimes life throws something big at you and there’s no one else on the staff of “me, myself, and I” to cover for you while you manage it.  Like this situation, sent in by a photographer who’s just learned that her beloved grandmother has died, sometimes the business side of our lives gets derailed by the personal. And then we have to decide what’s more important.  Read on…