Frustrated with a client (Page 5): Best way to handle demanding clients. Demand more money for everything they demand beyond what the contract calls for. ie: "Changing booth? Sure!

Moles Loc: South Carolina

Best way to handle demanding clients. Demand more money for everything they demand beyond what the contract calls for. ie: "Changing booth? Sure! That's only $500 more."

sandheinrichc wrote:

I have a question and I wanted to know if anyone e... (show quote)

windshoppe Loc: Arizona

RichieC wrote:

I am an art director by trade, the liaison between photographer and client, the photographer in this mode, works for me. I have worked for many clients this way and can tell stories all day. However, I learned a valuable and enlightening lesson from a client once.. to be up front completely frank about every uncomfortable issue and get it out on the table and address it head on. He went over time he expected to be charged for, and what he didn't, that no surprise charges without his being notified BEFORE he was incurring them... everything was laid naked on the table. No mixed words or assumptions remained. IN the end, it was spectacularly un-stressful, as everyone knew exactly what was expected.

Your client mentions to you something they talked about with another bride about something THEIR photographer did, and she feels like that is something she should have as well. It is natural on her part, she is under stress as well. Open bar for 2 hours or three, seabass, or flounder... flowers, table cloth's, candles, the jerk best-man, dress fitting... LOL and the dirty secret that she is in competition with her friends wedding of last spring.

I'd sit down with your portfolio and equipment list and everything you intend to do, ask honestly if that meets their expectations, state ALL the costs up-front and explain any variables. Go over the various shots and the time you expect they will take and any problems you can anticipate with keeping to your schedule. Ask for samples of what she is thinking of if you don't understand- it will be something she saw in another album. Maybe a changing booth would be an asset to your future shoots! I'd fold it into an added cost to your quote, and in effect, make her pay for it... an honest price- and then you'll have it. I might not itemize it as such, just fold it into additional costs. Point out what each additional thing she has decided should be added over what you envisioned would cost. IF she adds too much, explain you'll need help, and figure what an assistant will cost, or even a second photographer.

Tell her up front you are willing to let her out of the contract if your work will not meet her expectations- Your goal is to appear to be on her side and NOT adversarial. That it is her special day, and you only want her to receive everything she is expecting, agree that that might be from someone else. You are willing to keep to the contract if she can't find that person, or IF she chooses you, you will do your very best.

When we sell our craft for hire.. we are essentially whores, our goal is to deliver what the customer wants, make them feel good about handing over the agreed upon price and make them think that you were into it as well.

You will have to swallow your pride sometimes...the price of getting the check and paying your bills. But this is what makes a professional.

I am an art director by trade, the liaison between... (show quote)

IMHO this is a very reasoned and well thought out analysis. While I've never been a wedding photographer I did for many years perform for wedding receptions as a professional musician and band leader. I ultimately decided that the hassle in most instances was simply not worth it to me so I developed an informational package along with a recording of my group that I sent to all potential clients that outlined what I was and was not prepared to do. The number of wedding gigs that we did dropped considerably, but so did the aggravation. Never looked back.

JCam Loc: MD Eastern Shore

When my son and I were running our small contracting business, we had an "Aggravation Factor" that we added to our pricing if either on of us suspected we were dealing with what might be an unusually difficult client, either personality or demands for change. They got one revision to the original quote at regular prices, but additional revisions added 10% to the price--buried of course--unless they were simple changes.

You'd be amazed at how many clients didn't look at the drawings or call if they didn't understand something, but probably 95% of the customers were reasonable, satisfied with the results, and appreciative.

The customer isn't always right!

Buckeye Loc: Dayton, OH.

MT Shooter wrote:

I quit shooting weddings in 1998 just because of having to deal with people JUST like that, it just wasn't worth it after almost 20 years. I prefer wildlife, they never offer opinions, never have derogatory comments, and never make unreasonable demands! And I don't even miss all the money because my health is more important to me.

:thumbup: :thumbup: :thumbup: :thumbup:

jkm757 Loc: San Diego, Ca.

jfn007 wrote:

I shoot old buildings for the same reason as you do wildlife. The bride-to-be sounds like a pain in the a$$. I bet her fiance' is a wimp.

I bet the marriage doesn't last more then a few years.

hobbycam Loc: Now in "Hollister, Ca."

I have dealt with several clients like that. That is why I dont do occasions of any kind any more. I am retired and only do my photography as a hobby. I have to many a client that I am not the right photographer advised them to hire another.
It is better to bypass one job than to ghet bad publicity by word of mouth. IMHO
Good Luck

erickter Loc: Dallas,TX

I shot weddings years ago, and got out. She is in the category of people that will never be satisfied. She sounds spoiled and hopelessly unrealistic. That,s why you get "dump her now" answers from others, like me, who have dealt with this incurable mind set.
I shoot only for my own passion of pursuing the art - mostly nature, architecture, some sports.
Yes, It is hard to turn away paying work. But, at the end of the day, you choose between your health and sanity, and your wallet. Listen to your gut. It's talking to you.

georgevedwards Loc: Essex, Maryland.

Don't jump to conclusions yet, just because someone asks a question doesn't mean they are a bitch, just inquisitive and have a brain to think with. Should all clients just fork over the money and be required to keep their mouths shut? It works both ways, photographers who are so egoistic about themselves and their craft that they can't take any questioning. I myself am an analytical, curious person and cannot understand why people repeatedly get in a huff just because I am trying to gain some information. On the other hand it is true they don't call them bridezilla's for nothing...I can usually tell pretty quick if it is the bitchtone, or if the voice is calm and condescending. For instance, does she imply that she requires a changing booth? Or just wondering what she is getting?

sandheinrichc wrote:

I have a question and I wanted to know if anyone e... (show quote)

JaiGieEse Loc: Foxworth, MS

Thank you all for reminding me why I don't shoot weddings or the like.

Years ago (in the pre-digital days), I shot one for a cousin. His mother asked for a proof book and I put together a nice one and gave it to her. The first page of the book listed available print sizes and packages. Weeks went by and no orders came in. When I finally - and politely - inquired, she told me that my proofs were fine and that she wouldn't be buying anything else, and that since this was my cousin and all, she didn't see the need to pay me.

Lesson learned. I hadn't asked for a contract, and having had the 4x6 prints made by a Kodak lab, I hadn't thought of having them watermarked, if that was even possible back then. My bad.

Haven't shot a wedding since. Years later, a friend asked me to photograph his daughter's wedding. I told them I would if they insisted, with conditions, but I pointed out that, at that time, I wasn't very comfortable shooting people and that they might be better served by hiring a professional wedding shooter. I added that I didn't wish to fail them by producing unsuitable photos. They did hire a pro wedding shooter and got what they wanted, and so everyone was happy.

The possibility of making a few bucks wasn't, to me, worth the danger of ruining a friendship.

marty wild Loc: England

You need to put her straight! Tell your client what package you offer and what the cost is because it will drive you mad. Stick to the price plan and the offered service. Save all email's and all ways hit the reply to button so a full log is kept of what you are doing, where you will be with what equipment your are taking. Keep it simple. keep clicking and smile thats what I do. Good luck...

sandheinrichc wrote:

I have a question and I wanted to know if anyone e... (show quote)

Marionsho Loc: Kansas

JaiGieEse wrote:

Thank you all for reminding me why I don't shoot w... (show quote)

Good reply.
I've only shot 2 weddings. My brothers, (cheap ass) and a so called friend who invited me to his wedding and mentioned to be sure and bring my camera, because they hadn't hired a photographer. I never heard from him, after giving him the photos, for years, then got a call to do some electrical work for him at his new house. I trusted him to pay me what it was worth to him, and he paid me less than min. wage! (if I add in driving time). He won't do that again. I just won't talk to him again. Live and learn.

TomballLegend Loc: Tomball, Texas

MT Shooter wrote:

I quit shooting weddings in 1998 just because of having to deal with people JUST like that, it just wasn't worth it after almost 20 years. I prefer wildlife, they never offer opinions, never have derogatory comments, and never make unreasonable demands! And I don't even miss all the money because my health is more important to me.

TEN-Four!!! My problem was Mothers In Law! Not mine---but one of the bride's to be. Funny thing was when I totally walked away from demanding, spoiled brat brides , I made more money from neighborhood parents and my candid shots of their kids and yard projects. Who needs the drama?!

K_Duncan Loc: Whiteville, NC

sandheinrichc wrote:

How in the world do you deal with demanding clients?

I would let her know how YOU plan on handling it up front. If she can't use somewhere else to change (no bathroom or closet or something?!), let her get the changing booth, not you. If at that point she still remains to be a "challenge" (trying to be nice :roll: ), let her find someone else. I have found with weddings, people seem to overstress. If she can't appreciate that YOU are the photographer and know more than her about how to handle the situation, cut and run. Unless I really needed the money I would not let the tail wag the dog. IMHO 8-)

Reinaldokool Loc: San Rafael, CA

sandheinrichc wrote:

I have a question and I wanted to know if anyone e... (show quote)

Patience if the $$$ are enough and she's not too tough. This is her one big day and she's anxious. Just soothe her and tell her that you are a pro and have all professional equipment. Changing booth can be purchased for about $30-60 (Depending on size and quality). They are also used when visiting public beaches. But that's not the photog's responsibility. I've used one on a nude shoot in a public location one time, as it gave the model a place to hide when tourists would show up.

JaiGieEse Loc: Foxworth, MS

Reinaldokool wrote:

Patience if the $$$ are enough and she's not too tough. This is her one big day and she's anxious. Just soothe her and tell her that you are a pro and have all professional equipment. Changing booth can be purchased for about $30-60 (Depending on size and quality). They are also used when visiting public beaches. But that's not the photog's responsibility. I've used one on a nude shoot in a public location one time, as it gave the model a place to hide when tourists would show up.

Um, if she is willing to be photographed in the nude, presumably for display or sales purposes, why would she be concerned about other people walking up?