I need some help in dealing with a difficult client

[meeverett]

It sucks that you are having to deal with such a client, but count it as a learning experience. While I can see, and might agree with some of the advice regarding the images, I realize that everyone has different tastes.

The one piece of advice I would like to impart is that I think you shouldn't include the statement about being in the portfolio building stage. I felt like it has a diminishing effect regarding client faith in your abilities and it breeds a little of what you are experiencing. I would drop that from the page, and let your work and prices stand for themselves. You might be in an early stage, but if the end product is good and pleasing (and if these are an accurate example it is), there is no need to ask people not to take you seriously by announcing you are a "n00b."

[Ensleygirl]

Thanks so much for all of the advice. The matter is settled...finally.

[sybren]

I'm glad to hear that.

[jenwilsonphoto]

HI Nakia -

I'm glad to hear that it is settled - hopefully you are happy with the way it worked out
I'd like to offer you a little advice for the future - because if you are going to do this professionally, this matter will no doubt come up again - some people will love everything you give them - others will be more *challenging*.

First off, I do think it is mart of you to have a written contract, so you have your printed materials to fall back on in a dispute. Truthfully though, I have found it SO much easier (and better for future word-of-mouth) to say something along the lines of "i'm so sorry to hear you were displeased with xxx, I thought yuour daughters looked adorable. What can I do to make it better?" This does NOT mean that you have to do whatever they say - but it gives an opening to discussion. (sounds like you did this with offering reprints) The majority of your clients are NOT going to have color-calibrated monitors, so issues will sometimes come up. The fact of the matter is that these clients were dissatisfied with some part of your product, and resolving these issues is part of excellent customer service that will keep them coming back (I realize you don't want THESE people to come back - but you wouldn't it be better for them to be spreading the word of how much they loved their photos, then that they were unhappy)

I don't mean to sound harsh - I think you have a lot of natural talent and a great eye for composition. I do feel like you could improve in the post-processing department and that will make your life easier These did look red-over-saturated to me - but your compostions/expressions are good.

Lastly, I just checked out your pricing. If I add up everything in your $350 package at your a la carte price, the total comes to $299 - you should make some adjustments there!

jen

[Ensleygirl]

Originally Posted by jenwilsonphoto

HI Nakia -

I'm glad to hear that it is settled - hopefully you are happy with the way it worked out
I'd like to offer you a little advice for the future - because if you are going to do this professionally, this matter will no doubt come up again - some people will love everything you give them - others will be more *challenging*.

First off, I do think it is mart of you to have a written contract, so you have your printed materials to fall back on in a dispute. Truthfully though, I have found it SO much easier (and better for future word-of-mouth) to say something along the lines of "i'm so sorry to hear you were displeased with xxx, I thought yuour daughters looked adorable. What can I do to make it better?" This does NOT mean that you have to do whatever they say - but it gives an opening to discussion. (sounds like you did this with offering reprints) The majority of your clients are NOT going to have color-calibrated monitors, so issues will sometimes come up. The fact of the matter is that these clients were dissatisfied with some part of your product, and resolving these issues is part of excellent customer service that will keep them coming back (I realize you don't want THESE people to come back - but you wouldn't it be better for them to be spreading the word of how much they loved their photos, then that they were unhappy)

I don't mean to sound harsh - I think you have a lot of natural talent and a great eye for composition. I do feel like you could improve in the post-processing department and that will make your life easier These did look red-over-saturated to me - but your compostions/expressions are good.

Lastly, I just checked out your pricing. If I add up everything in your $350 package at your a la carte price, the total comes to $299 - you should make some adjustments there!

jen

Thanks Jen for commenting. I have learned so very much from this experience!! I am working very very hard on my post processing skills. I posted another gallery on my website that was shot in RAW and I think I am improving every time. You can look at it if you want. It is listed under "Fall pics of my girls".

Thanks again! Off to check out your site!

[WVCoalMiner]

Originally Posted by Ensleygirl

Thanks so much for all of the advice. The matter is settled...finally.

And????????

Surely you aren't gonna leave us hanging on how this all ended?????

[JackDeth]

Originally Posted by Ensleygirl

Thanks for your response.
Here is a link to the images: Friends - NakiaEnsley's Photos- powered by SmugMug

#25 is the one with "fuschia" lips and #33 is the one that she can "see pixels" in.

Keep in mind that I am literally brand new. I am still learning about flash, white balance, shooting in RAW, and post processing. My fees reflect that and I think I am very reasonable. I clearly explain to my clients that I am building my portfolio and I am still learning.

I do appreciate constructive criticism. Thank you!

First of all, she sounds like a nutcase.

If anything, I would say I could see more 'pixels' or noise in #25 than I could in #33. #25 might be mildly oversatured, but not by much. If she thinks that one looks too "fuschia", she didn't look at the rest. Many of them have that look, but it's like you said, it was most likely due to the weather. You can't really control that unless they want more extensive photo editing.

Overall, I'd say these pix look great!!

[CanonRebelz]

Sounds horrible, sorry.
She should be kissing your feat for offering to replace FOR NO EXTRA CHARGE. If I were you and she told me that she was unhappy, I would have said "goodbye".
I clicked the link and am looking at the photos, they're great, great composition, processing, lighting. You could touch up the face pretty easy in GIMP but I would never do that without the client wanting it, and obviously not for her+she didn't ask. She complained(rudely), not asked. Sorry that happened, these things happen. Keep on truckin' tho.




Also, next time I would throw in on the contract you make them sign when you make your agreement something along the lines of "Please do not bring your own camera's." Because, if they are taking their own photos, why on earth are they paying for your services? You could include that or something like that in your investment page thing.

[bhursey]

Originally Posted by WVCoalMiner

And????????

Surely you aren't gonna leave us hanging on how this all ended?????

I agree. I want to know what happened.

[Ensleygirl]

Originally Posted by WVCoalMiner

And????????

Surely you aren't gonna leave us hanging on how this all ended?????

After much thought, I told her to take a hike. Well, not exactly like that, but you get the idea. I just realized that I would not be able to make her happy, ever, and I wasn't going to bend over backwards anymore to try.