Late Night Calls- Help!

[WickPhotography]

I've been playing phone tag with the mothers of two of my clients for the past month now. Most of the time they call at 10 at night or later. I have to work early, so I'm generally asleep by then or falling asleep. I get angry emails the next day because I didn't answer the phone, but when I call back I almost never get an answer.

I try to be helpful, but one of these people had their son's pictures taken over six months ago and is just now ordering. -only one 5x7 by the way. They also told me they took some of his images off of my site without my permission and used them on an invitation. I really do want to have good relationships with my clients, but I just don't know what to do about these people!

I don't want to tell them they can't call- but I need to figure out some way to communicate with them during a regular time of the day. I would love some help!

[Jim Bryant]

I'd send her a bill for the snagged photos used. And tell her your office hours are ? to ?.
Only one 5 x 7? I bet they are planning on scanning the image on a flatbed scanner and making their own prints. With a client like that, why in hell would you want them hanging around? I'd go tell them to take an aeronautical intercourse at a rolling piece of pastry.

[Bluenoser]

Sometimes you get customers who, no matter how nice you try to be, have their mind made up that they're going to be rude and inconsiderate no matter how far backwords you bend.

Sometimes you have to say enough is enough and put your foot down.

Ask yourself this, is losing a customer who waits six months to place their order and then only ordering 1 image really going to hurt your business?

Time to cut them lose.

[navcom]

They call you at 10:00 pm and then have no problem communicating by email??? Then only order one print after dealing with this for 6 months? I agree that it sounds like they are trying to scam professional photos for free. Their intimidating tone is meant to keep you on the defensive so you don't catch on to their little scheme. Obviously you haven't cooperated with the scheme to the extent they need yet or they would be gone.

I agree with Jim...send them a bill for the stolen prints. They were stolen as it is copyright infringement.

The customer is the backbone of any business and we should try to satisfy them whenever possible because they pay the bills. But there are a select few whose M.O. is trying to take advantage of anyone they can. Sometimes this means intimidation to one extent or another. I'm not positive if this is true in your case but from what you have shared, it sounds like this is one customer that you will never be satisfied until you give your services and/or products away for free. Ultimately, that sounds like what they have been planning for since the beginning of this transaction.

I would also make sure you document to future clients what your working hours are so there is no ambiguity. Did you get a sitting fee? Did they sign a contract with you? What are all the phone calls about?

[jagoble25]

I agree with everyone else too! That's messed up.

[windrider86]

People are amazing arent they. I also own a U-Haul Business and a storage facility. (I dont live on site) My hours are clearly marked but people still insist on me showing up at 7 am or midnight to rent a U-Haul. I tell them I will do after hours work but at a fee of a minumum of $25.
Perhaps you should politley explain your hours and offer for an extra fee to work with her. But for one 5 x 7 is it really worth the hassle? And to boot she snagged some anyway.
I agree with Jim, bill her for what she has taken off your web site - REMOVE THEM, before she can get another one, and refuse to give her any more until she pays for her invoice and the one she has ordered all ready

[autofocus]

We had a similar story. We kept asking to get the proofs back, and she kept stalling and asking for more time..you know the drill... "Aunt Fifi's coming in from Detroit next week, and we'd love for her to see the pictures...blah, blah." After many weeks of this routine, my daughter's boy friend noticed that the girl had scanned some of our shots and put them on her Facebook page. I called the mom to complain that she and her daughter were in violation of Copyright laws, and of course she denied it all. I then sent her a certified letter demanding we get our proofs back within 5 days of receipt of the letter or she'd be hearing from our lawyer. Shortly after that, she called me very pissed off saying that she had dropped off the proofs on my front porch. It became apparent that she did want to order some because many were marked off on the backs with info how she wanted them. BTW, we did have her $125 deposit which we kept. Don't you know she called back in about three months with her tail between her legs asking us if we'd still consider taking her order...to which we reply yes. Hey, money's money. The long and the short of it, she gave us a $700 order

Here's what we put on our price sheet (which, may, or may not mean a darn thing):

All proofs and enlargements are protected under United States and International Copyright Laws,and therefore, illegal to scan or copy in any way. We will vigorously protect our copyright interests.

[navcom]

Originally Posted by auto-focus

Here's what we put on our price sheet (which, may, or may not mean a darn thing):

All proofs and enlargements are protected under United States and International Copyright Laws,and therefore, illegal to scan or copy in any way. We will vigorously protect our copyright interests.

Good advice. Specifying as much as possible up front sets the ground rules for the contract which has a two-fold effect....it prevents abuse and if abuse occurs, you have recourse.

Trust folks, be courteous and open with your policies, work with integrity...and CYA!

[douglas]

Unfortunately, in any business there are people like that. I agree with the previous posts. You don't need them . Fortunately in my experience most people are nice,,,thank goodness

[Jim Bryant]

Vinne...........good post about copyright notice. See.......even an old dog like me can learn a few new tricks.