What’s Your Preference?

mandyatm · #1 (**permalink**) 12-01-2010, 01:23 AM

A recent client ordered a 20x30, 50 holiday cards and 4 5x7s. The total for her order was $225 plus the $100 session fee. She read something on my website wrong and thought that her session fee would be credited to her print order if she ordered in 2 weeks. I informed her that it would not be, but I would take $50 off for the misunderstanding. So she paid $175 for her print order, which I delivered to her personally today.

She called shortly after, saying she opened the 20x30 in Hobby Lobby and it looked distorted. I wasn't sure what she meant, then realized she means she can see graininess, that it wasn't as clear as she thought it would be. She said my camera must not be capable of producing a print that large. I asked her if she had ever ordered a print that large, and she said no. I told her that my camera is 18MP and my images come off at 66x44 at 72 dpi and I did not crop this image, so it was not that. I told her that the print is meant to be viewed from a distance, so she said she would take it home and put it on her mantle and let me know if she liked it better.

I just haven't had a client not happy with their prints before. Sometimes "I" am not happy and I re-order promptly, even if the client didn't notice anything wrong. But this was a mounted print with the UV coating and looks as I expected it to. I really do not want to refund this since I already took $50 off her order. What would you do? I don't know what to tell her if she calls and says she is not happy with it. Here is the image, in case anyone thinks it might not make a good 20x30. It certainly wasn't my favorite image, but I thought the print looked fine. Thanks!
http://i718.photobucket.com/albums/w.../IMG_6345e.jpg

DravensHalo · #2 (**permalink**) 12-01-2010, 01:43 AM

it actaully sounds like she is jsut complaining bcos she thought she would get the $100 back and is now trying to get the money back by complaining??

mandyatm · #3 (**permalink**) 12-01-2010, 01:56 AM

Quote:

Originally Posted by DravensHalo

it actaully sounds like she is jsut complaining bcos she thought she would get the $100 back and is now trying to get the money back by complaining??

I was thinking that may be the case. I am just wondering if I should stick to my guns and not offer a refund. I want to stand behind my product, but I know it was a quality product and it met my standards. And re-ordering it won't make it any better anyway. Glad I have a "no refunds" clause in my contract. I just want to make my clients happy though!!

Petite_PhotoGirl · #4 (**permalink**) 12-01-2010, 02:06 AM

The photo looks okay to me. I don't see anything wrong with it and I think that it would look great as a 20X30.

Peapod Photo · #5 (**permalink**) 12-01-2010, 02:31 AM

Quote:

Originally Posted by DravensHalo

it actaully sounds like she is jsut complaining bcos she thought she would get the $100 back and is now trying to get the money back by complaining??

Yeah, I agree with this. The photo's beautiful and doesn't look grainy at all. Seems like she just wants something to whinge about.

DravensHalo · #6 (**permalink**) 12-01-2010, 02:37 AM

Quote:

Originally Posted by mandyatm

I was thinking that may be the case. I am just wondering if I should stick to my guns and not offer a refund. I want to stand behind my product, but I know it was a quality product and it met my standards. And re-ordering it won't make it any better anyway. Glad I have a "no refunds" clause in my contract. I just want to make my clients happy though!!

hmmm being me, i would stick to my guns... but saying that - is she someone who has a big mouth - and would create a lot of negative feedback?? maybe you could offer her a discount voucher for the same size print of another photo? or something like that

kelvin51 · #7 (**permalink**) 12-01-2010, 02:41 AM

Unfortunately you will find people that are used to getting discounts and taking advantage of people. Later you will find them laughing and telling their friends how they got this great deal. Your image is good. Personally, I would call her and retrieve all photos. Give a complete refund and have her call another Photographer.

The price you mentioned is a steal for all those pictures. A 20x30 should be around $350 by itself. I never discount or credit the location fee since it does include a hair and make up artist. With any other photographer your package will cost them around $650-$700 and that is a fair price.

Get your pictures back and refund the money (do not offer to replace them) otherwise they will just trash your good name. Give them a recommendation for another photographer.

mandyatm · #8 (**permalink**) 12-01-2010, 02:54 AM

Thanks everyone, for making me feel a little better. I know I don't charge enough for the large prints. I don't mark up cards much either, so even though her order total was $175, I paid $95 for it so I didn't make much. And I custom designed her cards, which took more time. I don't think I can refund the whole order and take a $95 loss, PLUS all the time I have spent. The 20x30 is the only thing she is unhappy with. I tried to call her to see if she liked it better once she got it home on her mantle, but she didn't answer. Maybe she realized that I stood by the fact that it was a good print and I wasn't just going to give her money back. I hope this goes away.

SusanH1970 · #9 (**permalink**) 12-01-2010, 03:03 AM

Not trying to play devil's advocate here, but maybe what she was saying was the dad is a bit soft in the image; he's also a bit overexposed on one side and underexposed on the other, and it's showing up as noisy/grainy in the enlargement? Mom and little one are sharp as a tack, but he looks quite soft to me and the lighting is off on him. That would be exaggerated in a large print.

Just ignore me if that's not the case.