I need some help in dealing with a difficult client

[WheelerImages]

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 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???

There's a small, very small, group of people who I refer to as "the unhappy people of the world". These are people I think have (in my VERY non-professional opinion) have some sort of hiccup in their psychological makeup that makes them think that this kind of behavior is OK. The ones that, when they are called out say, "Well I was really upset" as though that justifies any kind of behavior.

Her children have to have a relationship with her, her husband has to have a relationship with her, but you do not.

She really crossed a line with the email. Be happy she did it in writing. Taking the gallery down may be her first sign that she she has crossed a line, and a continuation of this behavior is just going to create a greater inconvenience for her.

Or not, some people are slow learners.

[sarahdavis]

Originally Posted by WheelerImages

There's a small, very small, group of people who I refer to as "the unhappy people of the world". These are people I think have (in my VERY non-professional opinion) have some sort of hiccup in their psychological makeup that makes them think that this kind of behavior is OK. The ones that, when they are called out say, "Well I was really upset" as though that justifies any kind of behavior.

Her children have to have a relationship with her, her husband has to have a relationship with her, but you do not.

She really crossed a line with the email. Be happy she did it in writing. Taking the gallery down may be her first sign that she she has crossed a line, and a continuation of this behavior is just going to create a greater inconvenience for her.

Or not, some people are slow learners.

I agree with this reply 100%!

I'm in total awe over this and really hoping I don't have a similiar experience ever!! I hope that it gets taken care of, you can have some successful shoots with people who aren't just trying to get something for nothing, and get some confidence back. Good luck!!!

[Quintin]

Well, I may not have had the same issues with photography, but I've dealt with my share of picky and cheap clients in my professional life. There'll always be those people who think that that they can do your job better than you can and insist on micromanaging. The best you can really do is remain helpful, calm and assertive, which you seem to hae done. You're the expert, after all - even if you're just starting out, you've done your homework and your portraits are excellent for your skill level.

Then there are those clients who will do anything to get some professional work cheaply. They'll usually offer you spec work, or wheedle their way out with money excuses, or at worst, try to subtly demean your work to dent your self-confidence. Don't do it! Again, just be helpful and deliver the best work that you can, but the contract's been signed and you don't have much to be worried about.

This woman, on the other hand, sounds like an outright horror. She's caused you a great deal of emotional distress and has been downright obnoxious on her side of the client-pro relationship... all to get off paying for a couple of portraits. You're not going to see business from her again and I don't think you'd want it even if you do. The best thing you can do is just end your business with her and walk away.

I know a lot of creative professionals who develop rather demeaning views of their clients ("They don't know what they're talking about, they can't question the professional, blah blah...") precisely because of this kind of episode. That's why this kind of client is just bad for everyone. Keep in mind that your customers (the honest ones, at least) might be understandably nervous about the product they have signed for.

It's good that you're not letting this experience get the better of you, and I think you've handled this in the best way that you possibly could have... short of getting a bit more upset than you needed to, I think.

[FormElement]

Enslygirl,

Irrespective of any conversations, and the content thereof, you are in a position now where you should send her a very professional, NON EMOTIONAL, email that says...

"I am very sorry that I was unable to make you happy. As it seems that I cannot do anything more to satisfy your wishes, I am discontinuing all further work on this project."

Send her a check for anything she RETURNS IN FULL, and walk away.

I did exactly this with a client last year, who had the audacity to call me for more work after a two year ordeal trying to make him happy on an excellent and very difficult job.

My approximate words were, in writing..."Thank you for the phone call and the consideration. We are very proud of our designs, quality, and service. It seems though that we are not the right fit for your needs. You may be happier and better served to find another source for..."

End of story.

[Rose Colored Lens]

Photo #21 is gorgeous! My favorite.

[Labgirl57]

Originally Posted by Ensleygirl

Gosh, I sure do like you guys.

I am trying to make sure that I am not overreacting and getting overly offended. I have tried my best to deal with her in a very professional manner. Then I get off the phone and vent to my husband. Poor guy. I have gone above and beyond to please them. I did decrease the saturation in the one she wasn't pleased with. I am going to reorder it and then if she still isn't happy, I don't know what I will do.

I will try the noise reducer on the one. But she said she just wants to scratch that one and get another one in its place, which I am fine with.

Thank you for affirming my decision not to sell her a CD and release the copyrights to my pictures. I refuse to be run over.

Thanks again!!!!

You have nothing to fear but fear itself. You work is beautiful and anyone who finds fault is just being rediculous. The lighting a little different on #25 which could account for the darker lips but there certainly is nothing offensive about it. # 33 is a very good composition. Do not let this get you down. You do good set up and take great pics. Don't let anyone take your art away from you. You can only get more awesome with time.
Have a Blessed Day

[MichelleMaxine]

The mom doesn't deserve these three beautiful children. Keep the pictures and walk away from her. There is no way she took better pictures than you did so I have a feeling she won't want to end it with no pictures.. I really like the way you framed them. Next time I would talk more with the client and see if they are sensible and have attainable expectations.

[MOmilkman]

Originally Posted by MichelleMaxine

Next time I would talk more with the client and see if they are sensible and have attainable expectations.

Might be the best advice right there.

I didnt read all 3 pages of the prior comments so I apologize if someone already said this but, some people you just can't make happy no matter how hard you try. I guess that will always come with a customer service orientated business.
I know the last thing you ever want to do is have someone out there bad mouthing you espically when you are trying to start a new business, but occasionally when you get a person like this you just have to remember your better off without their future business and move on.
More than likely this person has a reputation of being the "complainer" so anything she may say about you to others will fall on deaf ears anyways.

Good luck with the business I wish I had the nerve to start one myself. Wish you all the best.

[MihadAli]

very nice photographs for being a newbie! I'm stil very very green myself and cannot do that yet and never ever release your images/copyright.

with regards to contracts- include a statement about every little thing you can think off- so that way you have no problems in the future. yes write in a statement about the color.

[EdithOSB]

Somewhere in this thread, someone suggested to offer her a refund for everything that she returns, and walk away. I think that's the best advice.

If she's still sending nasty email, she's really emotionally hooked: it's not just about the photos any more, to her. When people get into that state, they have a very hard time letting go of their emotions. And there's no pay off to her to act any better (once she has come down this road). If she behaved rationally, she'd pay you full price for the photos she already has. If she behaves badly, she thinks she may get a discount, or even keep the photos for free. She either doesn't see or doesn't care about how bad she looks.

The hardest part in situations like these is the fact that it also stops being about the photos for you, the professional. Reputation, self-confidence, and more feel like they need to be protected. You'd like to be able to walk away from this vindicated. But the sad truth is, that is not going to happen.

Some things are just not worth another minute of your life, or another ounce of your energy. If you can buy your way out of this with a refund, so long as she returns the photos, that's what I'd advise you to do. Think of all the time and emotion you could have put into building your new professional skills? Why let her have any more of your soul?