I need some help in dealing with a difficult client

[WheelerImages]

Originally Posted by PnwGuy

I haven't read all the replies to your post so I may be repeating here, but I would ask her other than releasing the images, what is it going to take to make her happy? Make her as happy as you can then just forget about it and don't deal with her any more.

Coming from 20 years of managing in a customer service environment, I have to agree. "What can I do to make you happy?" is just a clarifying question, not a commitment to do anything.

Sometimes it can be interesting when the customer has a difficult time coming up with an answer. And sometimes it is a blessedly simple solution.

Sounds like you've got a lively one there though.

[Ensleygirl]

She just sent me the most insulting email full of name calling and pure evilness. I am absolutely floored here. I was in tears because I was so mad!!!! She said all the pictures are bad and she has nothing to display, yet she continues to ask to purchase a CD. WTH???

[Sime]

Originally Posted by Ensleygirl

She just sent me the most insulting email full of name calling and pure evilness. I am absolutely floored here. I am in tears because I am so mad!!!! She said all the pictures are bad and she has nothing to display, yet she continues to ask to purchase a CD. WTH???

Sometimes it's not worth doing business with people like this. If I were in your position, I'd walk away from this (After taking the gallery down and re-sending the invoice)

I find it better to cut losses and move on to real people with real needs for photos.

Sorry you're having such hell.

Sime

[Sime]

BUT.... (I forgot the most important bit) DON'T call / email her back while you're angry.

[Ensleygirl]

Oh, I waited until I cooled off before I emailed her back. I kept it very business like and tried to explain everything AGAIN!! At this point, I have her address and I am going to mail the canvas and reprints to her with a copy of her contract. I am done.

[evilluckycharms]

this thread frightens me! i'm also a newb lol

and when she e-mailed you calling names and such, you should have just responded with something along the lines of, "I am no longer offering you any replacement or refund options. You have crossed the lines of professionalism. Here is a PDF of your contract that you signed, showing no refunds or replacements offered. If you have any further issues, please contact small claims court, and I and my contract will see you there. Good day."

[Ensleygirl]

Originally Posted by evilluckycharms

this thread frightens me! i'm also a newb lol

and when she e-mailed you calling names and such, you should have just responded with something along the lines of, "I am no longer offering you any replacement or refund options. You have crossed the lines of professionalism. Here is a PDF of your contract that you signed, showing no refunds or replacements offered. If you have any further issues, please contact small claims court, and I and my contract will see you there. Good day."

That was my husband's recommendation as well. I just feel like I have already ordered the reprints, and I need to stand by my word. But you are right, that's probably what I should have done.

I have learned so very much from this experience!!!

[Dkautz]

If you have already done what you said you would and they are not satisfied, then sell them the CD and the copyrights for around 350.00. I occasionally get people that want me to shoot their weddings and want the "high def CD." I kindly explain that this is not what they paid for, it is in the contract and that if they would like to buy the CD to print their own images, then that is the cost. There have been a few ruffled feathers, but as stated above, the complainers are not your real customers and you have honored the contract.
I am being sued in small claims court one year after doing a wedding because NOW they are not happy with the pictures. The bridezilla posted her pics on Facebook in December of last year, had wonderful comments on it and she is still suing me. I do not think that I will have a problem, but it is stressful, time consuming and makes you want to hurt people that are unjust, unhappy etc. But I do have the pleasure of knowing that they have each other for EVER!!! Or maybe I will be asked to shoot the next wedding,too! Sorry- I too am a bit bitter about it. But I have LOTS of folks who really like my images, so it is only a personal emotional reaction and that should be left at the wayside.
Good luck and let everyone know the family name so we don't work for them next!!

Cheers.

[Footski]

Those photos are perfectly good. There is no pleasing some people and if after you have tried what you have promised, the client is still not happy, just walk away and never work for them again. Not easy as your professionalism is being attacked, but these people will not be happy whatever you do.

[rahsoft]

walk away from this mad woman.

she never intended to pay ( hint : put on facebook and brought her own camera)

I would be curious to see how her photos came out as.

the photos are beautiful and very natural. I suspect some parents want the soft focus model look ( I mean jeez, they are outdoors). The subjects have fair complexion, so they are going to have red faces.

Tell your friend never to introduce people like this to you again. Because It has made them look bad and will damage your relationship with the friend that introduced them.

as others have said remove the gallery. Check her facebook and if she has posted the photos, then send a copyright infringment notice to facebook.

If they want to complain then they need to pay for the service first. Way I see it, they have comitted theft by holding on to something they haven't paid for.

You may want for future reference point out to clients that the shots are not free. If you get a puzzled look back, then just say that some people think its ok to take something without paying.


above all else, you and husband should have a good damm laugh at these kind of people from the shallow end of gene pool. The number of responses you are getting here should indicate that you not insane or so badly wrong, just unlucky to have met with these people.They are not worth wasting your energy on