"Unsatisfied" Customer - my first!

10/27/2004 11:08:54 AM · #1

I did a shoot a few weeks back for a girl with her and her mom's two yippy little dogs (that needed Ritlin big time). We were all prepared to do it outdoors, but right when I get there it clouds over like we're gonna have a hurricane and she doesn't have leashes for the dogs. So, I said, well the lighting would be hard indoors (I hadn't brought a flash, since we were going outdoors and it was a beautiful day - till about 2 minutes before). I mentioned about a DOZEN times that the lighting wouldn't be good and we could re-shoot anytime she wanted.

She kept saying "oh no I'm sure it'll be fine" and a couple of times she said " well if we have to re-shoot I can get mom out of the house again, no worries". The photos are a surprise Christmas present.

Anyway, the photos were dark, but some were still good and she looked good so I gave her the disc. And I still told her that we could re-shoot if she wasn't happy.

So I never heard from her. I emailed to see what was up and she fires back pissed off about how the photos all suck because of the lighting and that she could have any ol' friend do a better job. She's talking like I never said ANYTHING to her at any point about the light. LOL.

Anyway, I'm trying to convince her to have us do it again and of course I apologized for not being prepared.

The moral of the story: never trust what people tell you! Emotions are stronger than logic.

Word to the wise. I'll update again later. I should've walked away and rescheduled without shooting. My poor reputation.

:: Lori ::

hopper

Canon EOS-80D

Canon EF 35mm f/2 IS USM

10/27/2004 11:12:43 AM · #2

you don't use your flash outside for a catchlight?

Tamron AF 28-300mm f/3.5-6.3 XR Di LD Aspherical IF for Canon

10/27/2004 11:15:18 AM · #3

nope, never - personal preference.

I'm taking a lighting course soon so that all might change.

SDW

Canon EOS-60D

10/27/2004 11:20:04 AM · #4

edit..

Message edited by author 2004-10-27 11:26:51.

jimmythefish

Canon EOS-10D

Canon EF 17-40mm f/4.0L USM

10/27/2004 11:20:13 AM · #5

Always bring your flash to a paid job. Be prepared for anything. A single flash is actually most useful outside, where light is the least diffuse (especially here in Calgary where the lighting seems to resemble the surface of the moon). In that way you've got two good strong light sources.

I looked at your site...some nice photos there. You might want to change Ansel Adam to Ansel Adams in the quote section, though ;).

rich

Canon EOS-40D

Canon EF 17-40mm f/4.0L USM

10/27/2004 11:20:48 AM · #6

Another lesson to take away with this is 'be prepared'. I cannot imagine not bringing a flash for a shoot of any kind, just in case. Especially for fill flash even when the lighting is good.

LoudDog

Canon EOS-350D Rebel XT

10/27/2004 11:21:01 AM · #7

You offered to re-shoot and you want to make her happy. I wouldn't worry about your reputation, your doing the right thing.

I'd suggest:
Take all the blame, even though yopu are not to blame, and be humble ("I should have checked the weather..." "I should always carry my lighting equip just in case..." "sorry for wasting your time..."). Throw in a few prints at no charge and/or send her flowers with an apology. She'll be happy and tell all her friends about you.

The best way to judge someone's "customer service" is to see what they do to right things when they go bad.

Spork99

OM System OM-1

Canon EF 100mm f/2.8 USM Macro

10/27/2004 11:23:19 AM · #8

Regardless of what she said, before, during or after, your responsibility is to make photos happen that please the customer.

You should have brought the flash in the first place.

You dropped the ball by not being prepared, then made it worse by shooting when you shouldn't have and now you're in the unenviable position of doing damage control. No matter what you produce for her now, to her, and whoever she tells, you'll always be the photographer who couldn't get it right the first time. Just be glad it was a small job and not a major client. Hopefully you'll learn to be better prepared when you go on location. Good luck.

Message edited by author 2004-10-27 11:25:15.

Sonifo

Canon EOS-400D Rebel XTi

Canon EF-S 18-55mm f/3.5-5.6

10/27/2004 11:28:18 AM · #9

Great advice!

Originally posted by louddog:

Tamron SP AF 28-75mm f/2.8 XR Di for Canon

10/27/2004 11:28:42 AM · #10

I was in a rush when I went and seeing the bright sky, thought it would be okay. (I never had the flash with me and would've had to go pick it up). And yea, everyone is right that I dropped the ball on that one. And I'm not denying it and the post isn't about how dumb I was (and yea, i was dumb). I apologized and took the blame.

When I got there we decided to just shoot anyway and see what happens - since I drove all the way out there. The point I'm making is that customers seem like friends but just remember they're still 'customers'. It was a paid gig and I offered as soon as I walked in to re-do the shoot at any time if she wasn't happy due to the light.

I was just shocked that she acted like nothing was ever said in regards to the lighting or a possible free re-shoot. She was really really nice and I liked her a lot :-(. Well, I still like her. I hope it all works out.

P.S. I told her that if we can do it again that I'd give her an album of 4x6 prints of all the photos (not just the one enlargement I normally offer) to make up for having to do it again.

Message edited by author 2004-10-27 11:29:27.

Canon EOS-20D

10/27/2004 11:32:24 AM · #11

Originally posted by louddog:

There's some statistic and I don't remember it exactly but it's something like the average satisfied customer tells 7 people about their experience and the average unsatisfied customer tells 15. So yes, best to do whatever you can to make sure what she's tell her friends is how happy she is.

digistoune

Canon EOS-20D

10/27/2004 11:34:37 AM · #12

Well, it sounds like you learned something from the experience at any rate so all is not lost. :-)

By the way, had a look at your website - very nice layout and I like the gallery. May I ask who did that for you or did you do it yourself? Thanks for the info and good luck with the reshoot.

blemt

Nikon D70

Tamron SP AF 28-75mm f/2.8 XR Di for Nikon

10/27/2004 11:37:40 AM · #13

Originally posted by GoldBerry:

The point I'm making is that customers seem like friends but just remember they're still 'customers'.

Congrats. This is possibly one of the most critical lessons you will learn on the path to becoming a professional. :)

Clara

Nikon AF-S NIKKOR 24-70mm f/2.8G ED

10/27/2004 11:37:42 AM · #14

my site was designed by Charla from www.charlamoss.com she's my cousin and she's also who I learned most of my photography knowledge from (if you check out her 'client's page you can see a lot of my work - we shoot together).

I just got caught up in how nice this girl was and how she treated me like a friend. Anyway, that was stupid. She emailed me back thanking me for getting back to her soon and said she's busy at work but would reply in full later. Wish me luck.

Message edited by author 2004-10-27 11:38:18.

colda

Nikon D800

10/27/2004 11:38:08 AM · #15

I found that many people define you not so much by what you do well, but by how you handle a situation. I've been a steel buyer in a previous life as well as running my own business so I have a little experience of being on both sides.

This is an opportunity to define yourself with this customer, how you handle this situation is paramount, you have the opportunity to deal closer with this customer than you would normally be able to, I don't know the customer so I cannot recommend the 'right' way to do it, but be friendly and businesslike - solve the problem. Do it well and you will grow.

Of course, as someone else mentioned, there is a chance that it's someone looking for a freebie, like the people that complain about their meal after they have finished it, you can't do anything about people like this, if you upset them then they will tell others and it will not help you, you just have to remember them on the next job that you do for them.

Some of my most difficult customers ended up being some of my most profitable.

Good luck!

Darren

bledford

Canon EOS-300D Rebel

Canon EF-S 18-55mm f/3.5-5.6

10/27/2004 11:46:04 AM · #16

Originally posted by colda:

Very well spoken, Darren. It is precisely situations like this that define who you are as a businessperson. It *is* an opportunity to make a mark in customer service and she would be wise to heed your advice.

Message edited by author 2004-10-27 11:46:35.

Nikon AF-S NIKKOR 24-70mm f/2.8G ED

10/27/2004 11:50:21 AM · #17

I'm heeding I'm heeding! lol

It's up to my client now. If she doesn't want to re-shoot then I'll offer her her money back. I'm assuming that I should give it ALL back. *sigh*

Sucks, I know the shots could be better and I actually WANT to do it again.

colda

Nikon D800

10/27/2004 11:59:22 AM · #18

Originally posted by GoldBerry:

Try taking control of the situation, apply basic sales techniques such a leading questions, give her options not choices i.e. say 'what date would suit you best for a reshoot' rather than 'would you like a reshoot'. Make a list of the situations that you want to create/avoid and take control by assuming decisions in you favour and acting upon them as if they have already been made whereever possible. I'm no fan of the 'hard sell' (or salesmanship as a whole for that matter) but sometimes it's needed, especially considering the customer will only gain.

*shudder* - sorry, I hate talking like a salesman :)

Tamron SP AF 28-75mm f/2.8 XR Di for Nikon

10/27/2004 12:08:14 PM · #19

Hmm I could've used that advice before I replied to her! I was trying not to be TOO passive, though. I did say we shoot do the re-shoot as soon as possible instead of leaving it open.

We'll see what happens.

Thanks for all the comments and advice everyone!

blemt

Nikon D70

10/27/2004 12:14:27 PM · #20

Originally posted by GoldBerry:

So you need to focus it in terms of, "what day would you like to schedule the reshoot." That kind of question will direct the customer towards an outcome that's good for both of you.

Part of being a pro is being the expert. You have to be the one who helps guide the customer/client. They are depending on your knowledge. In this case a possible scenario would be, " Hmm, you know the lighting is really not good for what you want and I know you wanted to shoot outdoors. Why don't we get together now and reschedule for a day later this week where we have a better chance at getting you what you want."

That kind of directed question can often work to your advantage.

Clara

10/27/2004 12:20:24 PM · #21

Ya know, I tried that, but I think I must've been too passive. I did say to her a number of times when I got there "due to the lighting, the outcome may not be what you want" but then I made the mistake of feeling bad that she went out of her way to get her mom out of the house without her knowing what she was up to. So I did the shoot all the while saying "if the lighting ends up being an issue, let's just re-shoot it".

I know now how simple it would've been to just rearrange some of my wording.

just-married

Canon EOS-10D

Canon EF 50mm f/1.8 II

10/27/2004 02:03:35 PM · #22

Another bit of advice that hasn't been addressed yet is not to gove the customer work that you're not satisfied with. When you saw that the shots were too dark (as you suspected they would be), that was another opportunity to push the reshoot. "I've reviewed the prints, and as we suspected they are too dark to salvage. When would you like to reshoot." Giving her work you're unsatisfied with attaches your name to poor image quality - you want to avoid that at all costs.

Canon 12x IS USM (S3 IS built-in Lens) -- 36-432mm (35mm EQ)

10/27/2004 02:10:47 PM · #23

There were a few good shots. We were able to shoot out on their deck with some good light until it got too cold. Those shots were good and unique. She liked those. But you're right, I should've held on to them and given the goods ones to her with the photos from the re-shoot.
A very good lesson to be learned.

I should also mention that this was my very first 'portrait' shoot of this sort for someone I didn't know (she called me out of the blue). What a good start! lol

GeneralE

Canon PowerShot S3 IS

10/27/2004 02:54:36 PM · #24

Originally posted by GoldBerry:

... So I did the shoot all the while saying "if the lighting ends up being an issue, let's just re-shoot it".

If your camera does voice annotations, each of the photos could have the disclaimer a part of the file. At least the customer could never say you didn't say anything.