What to do about unhappy customer

[Jsqrd34]

I have been working as a paid photographer for about 3 years. I have just this week had my first unhappy customer. I know that everyone has them but my question is this....she hired me to photograph her wedding, in my wedding packages I include engagement and bridal sessions. I did her engagement photos and she has told me she is unhappy with them, she was expecting every single shot I took, she is also a photographer as well, not sure how established, she has no website or advertising of any. She has asked me to send her all the unedited photos so that she can edit them. I refused to do so of course and now I have withdrawn from doing her wedding, I feel that if she is unhappy now, she will be unhappy with all of the photos. Did I make the right decision? I am afraid I didnt, I only charged her for the engagement session and will not require her to pay anything else. Please, help with any advice, I have never had an unhappy customer before

[OsmosisStudios]

What does your contract say?

[Jsqrd34]

Unfortunately I do not have a contract. I live in a small town and im not busy enough to go through all the contracts, so I thought. I am thinking that this instance will require me to do so from now on.

[Niresangwa]

depending on, as Os mentioned, the stipulations of your contract, its your prerogative as much as hers to discontinue the venture. You're probably right that if she's b!tching about the e-session, she'd be a nightmare when it came to the wedding.

if you've charged her and she's paid for your e-session, leave it that and consider it a close escape. if she paid a deposit upon signing, you could detract your fee for the e-session and refund the rest of the retainer after providing your usual product, or rescind the usual e-session product and refund all monies. all depends how you worded your agreement.

frankly, i'd be of a mind to take a hit and just get away from it.

was it the right decision? dont think anyone can advise you on that, but if she cannot be placated (and I do think her request for the raw files is out of line), and the quality of the work was consistent with the work that got you the job in the first place (i.e. you didnt balls it up) it would seem to be the right decision.

[BigVinnie]

What she is asking you is the equivalent of wanting all the negatives from a film shoot. Essentially a work for hire job.

The intention is clear, you are hired as a laborer and she controls the finished product. If that is how you wish to work that is up to you.

I would suggest she find another photographer if it were me.

[Sollie_Nevina]

I think you did the right thing. If she wasn't happy about the engagement photos, I highly doubt that the wedding was going to make her happy.

As for the contract...If I was getting paid, I would not do anything without a contract.

Stop doubting yourself over it. You went three years without an unhappy customer? That's a great feat, considering how picky people are.

[Jsqrd34]

Thanks guys!! I really did feel like it was the right decision. I am now dealing with her asking for her money back for the engagement session. She came to me loving my work, I gave her the exact same thing she saw from my website, my work doesnt change style. She actually received more images than I usually give and she was complaining about the amount! Im not too worried about it, I have tons of loyal customers to keep me going

[Swisstony10]

First off, I'd say you were definitely right to walk away - her demand for all the unedited images was unreasonable, and not something she'd be likely to get from any other professional photographer. To be honest - she claims to be a photographer, but if she was a fellow pro you'd possibly know of her (since you live in a small town - and if she's a pro in your small town and you don't know who she is, then you NEED to know who she is), and if she's a fellow pro she ought to know better than to ask for all the unedited images.

Secondly, the more important issue - contracts. If you've been working as a paid photog for three years and have never used a contract, and have never had any issues, then you've been extremely lucky. Well, I say lucky - it's probably a mixture of you doing a good job, and having good customer service skills, as well as luck, but you've still been lucky. Have a contract. Always have a contract. I have to say that being in a small town and not busy enough to justify using contracts is no excuse, particularly as you also have "enough loyal clients to keep [me] going". One client is enough to justify a contract. Always work with a contract - you live in The World's Most Litigious Country you can't really afford not to have one.

Like I (and others) said though - fair play for going three years without an unhappy customer, I hope you continue to please people and make them happy with the world of photographers for many years to come.

Russ.

[Jim Bryant]

Originally Posted by Jsqrd34

Unfortunately I do not have a contract. I live in a small town and im not busy enough to go through all the contracts, so I thought. I am thinking that this instance will require me to do so from now on.

I have to agree with Russ as well on this one. Rule number 1. "Thou shall always have customers sign a contract."
And always get 1/2 payment up front.

[bawawa]

I think you made the right decision, she was paying you for a finished product and not for un-edited material, if that was her intention then she should of asked all her guests to bring their own cameras and then ask them for the photos.
You should also think of a simple contract for future customers.