Happy Client 2 months ago - Angry Client now.

[photomunkee]

I am shocked and baffled.
*Back story* - Met with Client went to 100+ year old homestead - day before shoot (during the same time we were supposed to be shooting the following day) first think I introduced my self and asked how she heard about me and if she had seen my website - she said yes she loved what she saw. I then verified where she wanted to shoot different shots. Explained that we should change the shoot time- because that best light for location would be 9am - mid morning- client said they weren't available at that time, and that they were only available during a certain time in mid afternoon. I explained that the angle of the shot she wanted and the light were not optimal - straight on bright sunlight and Shot a family of 38 people July 4, 2011- Large Group shot 10 individual Family Shots. in an hour and a half - I personally think I rocked the shoot. In her contract it says creative edits on 15-20 images.
July 27th I sent her a link to look at the images online (Large group shot in full sun - because it was the angle of the homestead house she wanted and most of the individual family shots I had a few I finished editing that day) and her comment to the images she viewed were "Thank you, I know we are a lot of work. We appreciate what you're doing. The sneak preview is fun to see. No kidding - the location is to die for. the wood looks great. The grass looks great. The people look great." The day before I sent off her image disks she sent me an email saying that she would like the original files along with my edited files. I explained to her that is not a common practice and as it states in her contract that the cost of her session includes 15-20 images. I didn't hear back from her, so i thought everything was golden. She called me twice with between the first week of August and today - didn't leave a voice mail - I called back no more than 3-5 minutes both times and left her a voice mail both times asking her to call me back. no emails- nothing.
Until I received an email today from her (2 months later) saying:
"We were shocked and disappointed, when we received a total of 28 photos form the hundreds you had taken. PLEASE - you must send us the pictures you took of the large family group with us standing out of the sun at the end of the house. We don't care what your opinion is about whether we should see it. We paid you the same amount of money we pay in California which we thought would guarantee us a beautiful, professional family photo like we receive here. It is not! We have looked at it time and again hoping we could find a way to be happy with it. We can't. We want you to send us more choices of the large family group - without your photo shopping - we want raw pictures where you haven't moved heads around. We have a professional who can help us here"

As a photographer I believe people should (and I thought this lady did) hire me because they like my style and know that they will get the results they have seen in other examples of our work.
Here is a link to the photo gallery on facebook https://www.facebook.com/media/set/?...3810881&type=1

I am at a loss....
I would love to hear what any of you would do- suggestions-
Thank you in advance.

[Niresangwa]

Just say no. Lay it out for her one more time, just as you did for us per the process and immediate feedback, and also what was outlined in the contract, and politely decline to take her up on her requests.

It would be easier for us to get some context on the situation however if we saw the image in question... if indeed you did rock it, the advice is going to be slightly different than if the image had major deficiencies and the client therefore has a legitimate complaint.

[schnapper831]

I would also say "No" to any further requests. You gave them your professional opinion about the timing and placement for the photos, they signed a contract with you regarding what you would deliver, and you lived up to your end of the agreement. Even if your image had a few minor defects, you advised them that what they wanted and what they could expect from their requirements was not possible.

You did live up to the contractual requirements, and hopefully got paid your full amount. Otherwise, you may have cause to make a claim against them. JMO

[giannispass]

For me, the photos are perfect.
Every time of the day, has the advantages and the disavantages.
For sure, i cant find the reason, taht your client is not sutisfied.
What is her problem?

[graciousness]

This needs clarification from her unhappy email -

we want raw pictures where you haven't moved heads around.

What does she mean by that? Did she mean that you switched heads around or something in the group shots? Is there something in post production that you had done that would make them suspect that you had manipulated the photos in a way that is unnatural to them? It sounds like they have someone in the family who fiddles with photoshop and is giving feedback to your client...

To me, the photos look fine. As a matter of fact, you've done well considering the circumstances around the shoot. Perhaps you need to ask her exactly what it is that she is unhappy about? If it's the edit, then ask what it is they want and that you will do the edit yourself with your own images.

There is also no way I would give raw files to clients for someone else to manipulate. If they want that, they need to pay. If they want extra photos, they need to pay accordingly to what you agreed upon.

Regardless though, don't lose your cool and don't get disheartened. Do what you can to make them happy within the guidelines of what you agreed upon, but don't be too discouraged if they still end up unhappy. We can't make all customers happy, unfortunately. We can only try.

[wulf]

Just tell her how much it would cost to have the rest of the images and any restrictions on use she would have to bear in mind. Even if you don't regularly do that, what does it cost if it at least give the chance of the client getting some satisfaction? I'm not suggesting giving them away, so look on it as a small bonus for photos that you otherwise probably wouldn't touch again.

Of course, it depends how your business is set up, but negotiation might be a way forward from the client saying "give me all the rest (for free)" and you saying "your contact was only for the pictures you had".

Wulf

[Biomech]

If that facebook link is the photos from the shoot - I really like them and think you did a great job. I really liked the "creativity" as it were. The one thing I'd say to keep in mind is, if you sell her the RAWs for someone else to work on, when he doesn't do any better you'll get the blame.

[gturner]

I really like you set on Facebook, but do think there are some harsh shadows on the big group shot and completely agree that the timing was wrong.
There are a handful of tiny things that caught my eye (feet/ hands chopped) but overalll a very nice set.

Dont be bullied... but try and find a happy medium if you can. IT can be distressing to deal with crap like this, even more so when you have do your end perfectly.

[UlpilotSC]

I'm confused.... Who picked which pictures they received?
Did they pick the 28 shots they got, and have buyers remorse when they missed one, or did you pick the 28 best ones and now she's mad because you didn't include one she wanted?

[zona5101]

I'm with Wulf...restate the contract terms then offer her the additional shots at a price per image. "Your contract was for 28 images which were delivered, each additional image will be $xxx.xx. Which ones would you like?"

On future contracts I would include a price for additional images and at a price point which would exceed the price per image on the contract...maybe double that. If you want 'em fine, but it's gonna cost you.

In any event, stick to your guns. You did everything right and owe them nothing for free or at a discount.