Commercial Photography Habits to Embrace
Photographer sitting around looking glum.
This story I’m about to pass on to you is common place and yet many photographers in the early days of their careers make small mistakes they could have avoided. I’m guilty of many of these little learning curve events. None more common than the customer or client exclaiming that you hadn’t told them it was going to be this expensive.
The Ugly Scenario
I was recently contacted by a subscriber who had produced magnificent pictures for their client’s wedding. Really went out on a limb and used an assistant, ladders, extended rods/poles, pre visted the church and reception locations and planned everything down to a detail etc. There was only one thing missing…
The photographer (remains nameless) visited the customer with proofs to discuss how many and which photos, enlargements and so on. I might add this photographer is a really nice, friendly and passionate photographer. Some might describe her as too meek, caring and forgiving for her own good.
The client waited for the presentation to end and said they were disappointed because the photos were average, would not present them to others from the wedding and rudely demeened her in front of their family by stating the photos were a rip-off! Why were they not told the prices before hand!
The Rude Self Centred Client
It’s true that many hard working photographers who make an above average effort enjoy a more than reasonable income from photography but you will not enter a career in photography without eventually crossing the path of a rude, shrude, nasty customer. Get ready for it if it hasn’t happened to you yet. Similar things have happened to me over the years.
The case above eventually moved to the customer showing their hand by making a stupid and unreasonable offer ie. less than half of the asking price of each shot. This resulted in the photographer being brought to tears and was left sobbing as she quickly walked to her car and drove off in a state with the customer calling out behind her “What about my offer cry baby?”. Remember, she went the extra mile for these people.
The Problem
As it turned out, she hadn’t discussed the prices clearly and not presented them with a list of fees and package options. I learned early on (due to this kind of thing) you must always get their signature verifying they understand the prices and their options. There should always be a minimal cost too!
The Solution
When I received her email (same day as the altercation). I suggested she learn from the incident but keep all the images because there’s still a chance to receive compensation. I have also learned that if you are holding the only wedding photos and the customer has seen them (and they’re good) you are by default in a position of negotiating strength in instances like this.
I suggested she write a polite letter (yes, polite) immediately indicating the photos were being held until such time as the customer felt they were ready to pay and pick them up. Rather than leaving it there. I also suggested a negotiated 5% discount would be considered but no more. The levels (bullet pointed) she had gone to attain these wonderful shots and how wonderful they would look as enlargements. There was no retribution, mention of poor behaviour or lack of integrity.
The Outcome
The customer did return and purchased more than what was expected. Why?
- Because the customer had time to think on the fact that there was only one source for the photos
- The photographer had not retaliated with insults and threats but instead avoided confrontation
- The polite strategic letter allows the reader to read it a few times and get the message without distraction
- The discount offer from the photographer still allowed the wedding couple to ‘save face’ and be more comfortable in paying a reasonable price (they got 10% discount)
My 2 cents worth – If you do go through this type of painful dilemma, make sure you only do it once!
Roy.
PS. The photographer in this story now has strategic, well written documentation pre printed for signing for every future wedding shoot. This link takes you to a superior wedding photography information product for people who don’t want to get caught out and who don’t want to get stuck like the girl above did. Worth getting… yes, and definitely worth checking out!
If you like this piece, please bookmark it below so you can find it later or leave a comment below that.
Andrew
thanks for the information, I think that every Photographer should have all client’s read and sign documents pertaining to what shoot they want the Photographer to do for them. Again very good information…..
March 4th, 2010 at 11:09 amArt
Roy,
My heart really goes out to this photographer. And your advice is spot on. Get it in writing. But even if you, it doesn’t guarantee people won’t try to emotionally work you over.
I would suggest one more possibility that may make her feel better about her work: This customer may have been denigrating the work not because they didn’t like it, but because they were setting the stage for a negotiation — decreasing the apparent perceived value of the work.
It’s sad that there are people like this, but there are plenty. And they often prey on targets they view as weak – artistic types like photographers often being easy marks.
It’s incredibly hard for someone who is sensitive to deal with these folks, so it’s important to remember these customers are, at heart, manipulative liars. Once you have that in mind it gets easier to smile thinly, ignore the negative slams, and discuss pricing and (as you suggest) no more than 5% price reduction.
Still no progress? I’m reminded of the tactic taught to school photographers’ assistants years ago, when photographers’ sent a rep back to the school with a full pre-printed packet for each child. They would meet with each parent, in hopes of up-selling them to the “wow” package. The rep would sit down with the parent, show them the pictures. If the parent select the cheapest package and didn’t seem willing to budge, the rep was taught to dismissively slide the rest of the pictures of the child into the trash can at the end of the desk. They would then check their “cold” coffee, and debate dumping the rest in the trash before “getting some fresh.” I’m told this worked at least 25% of the time – the parent couldn’t bear the thought of their child’s photo being trashed and dowsed.
So next time your wedding photographer is similarly stung, she might carelessly fold and “stuff” most of the proofs back into her case, leaving just one or two (of the best) for the bride to “think over.” And then walk out “to her next appointment”.
Who says turn-around ain’t fair play? It might even be a little bit fun!
You’re right – get it in writing, but be prepared for the jerks lurking around the next corner.
March 4th, 2010 at 12:59 pmAdministrator
Wow – thanks. That’s excellent advice Art. I wish I had attended a school like that instead of learning the hard way.
If you haven’t read Art’s comment (above) you should if this is a subject that interests you.
…stay focused, Roy
March 5th, 2010 at 6:18 pmSamir Bhanji
Yep! There are a lot of people like that around. I’ve had many in my career ,when I was an upcoming photographer. Now my policy is advance first, balance on collection of goods, and they pay without arguements.Most of the time without even looking at the final products!
March 6th, 2010 at 9:33 amI’ve even sent friends , friends packing if they come without the balance. If they feel bad too bad. We put in alot of effort and these people expect miracles at times for loww fees.
I’ve also come to notice that the photographers seem to be the hardest hit from all industries,even that, all over the world .
I even had an apprentice once and who would grumble that he wouldn’t do any assignments in his community as they were bad paymasters. I taught him how to talk and negotiate with his clients and he had more work than he could handle, and lot of spare cash, in time to come.
And as you say………..stay focused.
Miss M
Thanks a mil!
This actually happened to me on the very first wedding i shot!
I actually waited three months before the couple got the courage up to phone me to ask me if i still had the pictures for them…
I hate confrontation like this but a lesson well learnt!!!
-M
March 6th, 2010 at 10:09 amRobert
Yes, a legal contract is advisable in any service business, to protect both the Business owner and the Client. After a Wedding or Portrait session has been completed, approach the Client with a professional manner, always being polite,and with a proper attitude, ready to negoiate if it becomes necessary. A happy customer is always a good advertisment for future business.
January 17th, 2011 at 7:25 amThe customer may be looking for perfection and not appreciate that there may have been circumstances you had to deal with that they did not even realize.
Human emotions sometimes run high in Wedding and Portrait Photography and might affect a customers response to you, the Photographer.
Stephen Winn
This contract idea is, in my opinion, a must. I’m new to the DSLR type of photography and I would like for someone who has an actual “contract” to post it so us new photographers can get some ideas as to how the “contract” should be worded.
S. Winn
March 28th, 2011 at 8:12 amSamir Bhanji
Further to my previous reply. There was another client ( a rich stinky bugger)who would get two videographers to cover the event.On delivery , he would say hey you’re late -the other video guy brought it long ago, and, HIS WORK IS BETTER THAN YOURS!
March 28th, 2011 at 11:16 amMIND YOU , HE WOULD SAY THE SAME THINGS TO THE OTHER VIDEOGRAPHER!!.
He used to do this to bring our prices down-even there he had complaints-the other video guy is charging so much , and you are more expensive!!
Actually those were days of having no contract.
We got out contracts after that.
jong araneta
im a budding photographer and hopefully to specialize in Wedding Photography. I really appreciate you for sharing this piece of information that will help me a lot in starting my business.
take care Roy!!
March 31st, 2011 at 8:23 amLebogang
thank you Roy for all the tips you had been giving me, to tell the truth I now have direction in my business and realy did improve my work…keep up th good work brother.
May 19th, 2011 at 1:36 am