I need some help in dealing with a difficult client

[Ensleygirl]

Hi everyone. I am in need of advice on dealing with a difficult client. I will try and give the quick story.

I shot photos for a friend of a friend on Oct 18th. She had three daughters that I shot. I did not charge her a session fee. She had requested a red barn, which I found, but then she complained that there weren't enough leaves. She also said she didn't plan to purchase pictures; she just wanted some to display on facebook. I told her that would not be possible. She also brought her own Canon Rebel and took pictures along with me. I was so taken aback that I didn't say anything. I really don't think that she thought I knew what I was doing. I am just telling you this to show you her character.

I had the pictures edited and ready for viewing in an online gallery the next day. She was thrilled with them! Two days later she ordered a large package. I received the prints and they were gorgeous!! I got the prints to her on Oct 25th. She called me on Oct 26th and said that in one picture she could see the "pixels" on her youngest daughter's face. I don't know what she is talking about because it was only an 8x10 print and it looked great. Also she said in one print, the same daughter's lips looked "fucshia". I saw the prints and the lips looked pink but not unnatural. I reminded her that it was 35 degrees when we made the pics and the girls got cold towards the end so their noses, cheeks, and lips looked a bit pink. Her other complaint was that the background looked blurry. I explained bokeh to her and she still wasn't satisfied. So those are her complaints. She told me she would "never have purchased these if she had known what they were going to look like" and she "would never display these in her home". I told her that I saw the prints and I would never present a product to a client that I wasn't happy with. She also said that I needed to "find a new lab because obviously the lab is terrible". I ordered through White House Custom Color and I have my monitor calibrated with that lab. I explained to her that I could not possibly be responsible for every client's monitor calibration.

Here is what I offered: I offered to replace the one where she could see what she called "pixels" with another pose. I also offered to order the one with the fuschia lips in a matte to see if she liked that better. I told her I would also decrease the red and magenta saturation, but that would cause the cheeks to look less natural too. All of this was offered at my cost.

She called me later that day (Monday) and said she had spoken to another photographer who suggested that she asked me to release the copyright and provide a CD so that photographer could edit the pics and have them printed at his lab. At that point, I just about lost it. I told her I absolutely would not release the photos and that I would do exactly what I had offered to do.

Last night her husband sent me a text that said he wanted to meet with me and show me their pc so that I could see the problems. I told him that I had already spoken to his wife and offered to have the pics reprinted and that, again, I could not be responsible for the color calibration of his computer. I have their canvas that they ordered, and I am planning to meet them to give that to them.

I'm sorry this has gotten so very long, but I wanted to make sure I told everything that has taken place. I am beyond frustrated with these people. They signed a contract, and in that contract, it is clearly stated that there are no returns or refunds. I am trying my best to be professional about all of this. I am very very very new, and this is all a learning process. I am wondering if there is anything I should/could do differently. I am also wondering what to do if she still isn't happy with the reprints because, at this point, I don't expect her to ever be happy. Also should I consider adding a clause in my contract regarding color calibration?

I would really appreciate your advice and assistance.

[FormElement]

Ouch,

Well it happens to everyone. My principal job is creative design and project management, and a very few customers do actually refuse to be happy (go figure!). The best you can do is try to avoid them in the future.

Here's what I do on the rare occsion when that happens.

1) Self examination. Were my expectations realistic? Was my work good? (usually YES)

2) What is the monetary value of fighting over it? Should I just walk away? (depends on the stakes and how much my time is worth)

3) How much of it is emotional? I get REALLY mad when people pull petty BS, and it usually takes me an hour of steaming to sit back and analyze the cost/benefit of fighting. (Usually one sit down with the customer will resolve things*)

4) What did you charge them for? What did they get? ("check, check, oops, check") Be prepared to review that, repectfully, with them line by line if need be.

* One successful way of dealing with difficult customers is to sit down IN PERSON and ask them explicitly what is the exact problem, and what will make them happy. It's the way I usually close a project with a rare, but unavoidable, problem client. If you can get a reasonable and clear agreement on the spot, write it down, both of you sign it on the spot, and do exactly what is says. If you cannot agree, then you may be forced to refer to the original contract (that's exactly what a contract is for) and do only exactly what the written contract says. If there is still a dispute, that's why we have courts of law and professional arbiters.

Yes. Include a color matching statement. I personally would make it three sentences that say something like "Images will be calibrated using xx profile on xx equipment for xx reproduction. Appearance of displayed images will vary substantially depending upon lighting method and viewing media."

Can you show everyone the image(s) in dispute? You will almost certainly get really good responses here that will help with your customer closure.

[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!

[Jim Bryant]

Images looked pretty good to me. She's just finding things to nicpick and hoping for a discount or free prints. Whatever you do, do not release the rights to your images and don't give them a CD of the whole shoot. If so it's money out of your pocket. The only problem I see is that they are over saturated, which makes the cheeks and lips redder than normal.

[Katie_Belmont]

Images look good to me.
There are people who make it a habit of complaining to get discounts. Once they get it from one person, they think they should always get something.
It looks like there's a bit of noise in the one she was talking about where she can "see the pixels."
Maybe try running one through a noise remover and see if that shuts her up?

[FormElement]

I agree with Jim. Those are perfectly good portraits, especially if you are just staring out. I get exactly the same thing from time to time and I have 14 years of experience and excellent high end work under my belt. A few people will always expect to get something extra for free so they nitpick and complain until they get it. Those people are not your customers. They're a problem that just costs you money and time.

[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!!!!

[FormElement]

Originally Posted by Katie_Belmont

Images look good to me.
Maybe try running one through a noise remover and see if that shuts her up?

That's actually a good trick that has worked for me in a couple of underexposed portraits. I use Dfine.

[FormElement]

Originally Posted by Ensleygirl

Gosh, I sure do like you guys.

I am going to reorder it and then if she still isn't happy, I don't know what I will do.

Thanks again!!!!

Save yourself some money and get a reduced size proof made first. Don't do a second enlargement until she actually signs the proof!! Then she has nothing to say about the enlargement. This is why a lot of good printers will give you hard proofs for free, or practically so, if they know you are a long term customer.

[RLucas]

If you are a newb, you seem to light years ahead of the norm! I really liked them. #25 may be a little oversaturated for my taste, and # 33 does have a little noise in the shadow area aound her eye. I viewed the original size you have posted, and I would be VERY happy with what you have done here. I think thesse are perfectly acceptable. Don't give up the rights!

Good luck!
Luke