[Ensleygirl]

Hi everyone. I am in need of advice on dealing with a difficult client. I will try and give the quick story.

I shot photos for a friend of a friend on Oct 18th. She had three daughters that I shot. I did not charge her a session fee. She had requested a red barn, which I found, but then she complained that there weren't enough leaves. She also said she didn't plan to purchase pictures; she just wanted some to display on facebook. I told her that would not be possible. She also brought her own Canon Rebel and took pictures along with me. I was so taken aback that I didn't say anything. I really don't think that she thought I knew what I was doing. I am just telling you this to show you her character.

I had the pictures edited and ready for viewing in an online gallery the next day. She was thrilled with them! Two days later she ordered a large package. I received the prints and they were gorgeous!! I got the prints to her on Oct 25th. She called me on Oct 26th and said that in one picture she could see the "pixels" on her youngest daughter's face. I don't know what she is talking about because it was only an 8x10 print and it looked great. Also she said in one print, the same daughter's lips looked "fucshia". I saw the prints and the lips looked pink but not unnatural. I reminded her that it was 35 degrees when we made the pics and the girls got cold towards the end so their noses, cheeks, and lips looked a bit pink. Her other complaint was that the background looked blurry. I explained bokeh to her and she still wasn't satisfied. So those are her complaints. She told me she would "never have purchased these if she had known what they were going to look like" and she "would never display these in her home". I told her that I saw the prints and I would never present a product to a client that I wasn't happy with. She also said that I needed to "find a new lab because obviously the lab is terrible". I ordered through White House Custom Color and I have my monitor calibrated with that lab. I explained to her that I could not possibly be responsible for every client's monitor calibration.

Here is what I offered: I offered to replace the one where she could see what she called "pixels" with another pose. I also offered to order the one with the fuschia lips in a matte to see if she liked that better. I told her I would also decrease the red and magenta saturation, but that would cause the cheeks to look less natural too. All of this was offered at my cost.

She called me later that day (Monday) and said she had spoken to another photographer who suggested that she asked me to release the copyright and provide a CD so that photographer could edit the pics and have them printed at his lab. At that point, I just about lost it. I told her I absolutely would not release the photos and that I would do exactly what I had offered to do.

Last night her husband sent me a text that said he wanted to meet with me and show me their pc so that I could see the problems. I told him that I had already spoken to his wife and offered to have the pics reprinted and that, again, I could not be responsible for the color calibration of his computer. I have their canvas that they ordered, and I am planning to meet them to give that to them.

I'm sorry this has gotten so very long, but I wanted to make sure I told everything that has taken place. I am beyond frustrated with these people. They signed a contract, and in that contract, it is clearly stated that there are no returns or refunds. I am trying my best to be professional about all of this. I am very very very new, and this is all a learning process. I am wondering if there is anything I should/could do differently. I am also wondering what to do if she still isn't happy with the reprints because, at this point, I don't expect her to ever be happy. Also should I consider adding a clause in my contract regarding color calibration?

I would really appreciate your advice and assistance.