Always Put It In Writing

One of the things I want to do with this Tangled Wings blog is record my journey with photography--the achievements, the fears, the struggles, the growth, and the lessons learned.  In the past couple of weeks I've learned a big one and I want to pass it along to others of you out there just getting started.  The lesson I've been learning lately is always put it in writing. 

Because I'm so new at photography I've been pretty relaxed about the specifics of a photo session.  I've viewed much of what I've been doing as more 'portfolio building' than professionalism.  I've kept my prices low and I've committed to portrait sessions and weddings in the hope of growing my skill and pushing the limits of my fear.  And unfortunately because of all this I haven't put anything in writing.  I've assumed clients would be satisfied with the end results and that there wasn't any need to lay out the specifics of what a portrait session would entail, including the number of shots to expect once they receive their disk of images.  I have lately run into a client who isn't happy with the number of images I provided her with.  I took a lot of images (two memory cards full) and I guess she expected to receive most of these images.  I assumed people understood just because you took a lot of images that doesn't necessarily mean they will turn out, especially group shots.  With group shots it's almost essential that you take multiple images of the same shot because someone always manages to either have their eyes closed or to be caught with a goofy look on their face.  Even through I processed over 150 images for her, a number I thought was more than adequate, she later wanted to know where the rest of her pictures were.  I always want to satisfy my clients but it's also frustrating to feel as if you did a good job, that you went above and beyond, and the client still isn't happy. 

Up to this point I have based a lot of my work on assumptions.  I have assumed others would understand how this all works.  I assumed the quantity I provided would be satisfactory.  I assumed clients would know that I stress quality of quantity and that I would rather give them only a few high quality images than a lot of lower quality images.  Within the past few days I have learned that assumptions can very well screw you.  But you can't fight something that's in writing.  If someone is provided with clear, written policies and guidelines they can't argue with them.  If they know exactly how many images they will receive for the price they are paying then it would be very hard for them to expect anything different.  In the future everything I do will be put in writing so that misunderstandings can be eliminated.  It's a lesson learned the hard way and I want to pass it along because it could very well save one of you from the stress I've been dealing with over the past few days.   

Comments

[maile]

just read this post. you're so right about getting it in writing. Although i don't do that unless it's a wedding. But i do let them know that they can expect about 20 finished images. Then i shoot about 300 shots and edit it down to between 40-60. Always underpromise, overdeliver.
woohoo for pushing boundaries. you rock!

[megg]

hey honey - where are you?!?! haven't heard from you for ages... what's goin' on?!?!

[wendy]

You really must. I know it's a bummer..

and don't you forget..Those images are YOURS. as in YOUR PROPERTY.

The client is being sold copies of your work.

Period.

[Kim]

My best friend is a wedding photographer. She has long, complicated contract that they all sign before any photographs are taken. She has 4 packages, the highest dollars amount is $12,000 and they always pick the most expensive. Yes, It is crazy and I couldn't believe when she raised her prices, but then I couldn't believe they all chose that option. I have worked with just a few brides doing "free" invites, or working with my friend in her weddings ... and my final analysis ... stay clear of crazy "bridezillas" ;) You need to watch that show ... great insight to how crazy they can get. Brides are ALWAYS the most difficult client. Don't be too tough on yourself. And do those wonderful personal portraits you do .. and have some fun ;) High school grad portraits, xmas family portraits, everyone wants those ...

[Heather]

Yikes, whew,, It sounds way stressful starting your own busniess. Way to go fighting through your fears and learning and still going on. I don't think I could do it.

[ceanandjen]

Excellent excellent point; putting things in writing is, unfortunately,the only way. We would all like to think that people will be reasonable, because we know that we are coming from a place of honesty; however, it is not always so. I am sorry that you had to got through this, but so pleased that your lesson came so early on. It's all such a learning curve, isn't it? These different situations end up being such gifts.

xoxo

[carolee]

thanks for this reminder! you put your heart into your work and it shows in the images you produce. 150 images is AMPLE for one sitting! i'd already read some of your sitting and pricing and product guidelines and they sound generous. people have nothing to complain about!

but you're right ... put expectations in writing but be careful promising a set # of images. if you don't get that many/that quantity of images YOU "like" then you shouldn't pass them along. you are right. y ou must be proud of the work itself, not the quantity.

maybe instead of promising a set # in writing, state "due to variables beyond the photographer's control, including, but not limited to, subjects blinking, looking away, appearing goofy (ha!), and b/c i must only sell those images that meet the highest standards, a specific number of images is not guaranteed with your sitting fee. typically, clients receive more than ## images. If after receiving a disk of images, clients would like more shots, i offer a discount of ___% off a second sitting fee scheduled within #____days after the client receives the disk ... "

just some ideas!

[Mercers Daughter]

Thank you for the advice.
Sorry you had a bad experience, but like you say, you learned a valuable lesson. My first thought was, "that lady was lucky you even took any photos at all.......you could get any client you want".
She's small potatoes!!
Anyway, good for you taking a positive attitude and making a tough situation work for you.
Bravo kiddo!
Victoria

[deirdre]

It's a shame this happened, but you're right - what a learning experience. There are people who will not, who refuse, to be pleased. It's so much easier on you if it's in writing so you don't have to keep explaining the obvious to them.

[Star]

As others have expressed, it is sad that we have to do this but it is a necessity in today's world.

Rather than offer a certain package (specific number) of photos, you might also consider charging a larger fee, allowing for a set portion of the fee to be used as a credit toward photos purchased. That way, you get your fee up front (plus extra if they order more) and it will but up to them to decide where to spend their credit (more of the smaller sizes or fewer larger sizes). In addition, you'd need to develop a list of standard charges for the prints offered. Just a thought, as I've seen this used by other photographers.

[kelly]

omg...this is so true!

[JanePoe (aka Deborah)]

Dear M,

I've learned this in another line of work ... I would rather do things by a handshake, but sadly policies and/or procedures have to be documented for that 1 out of 10 unpleasant client.

Good lesson to pass on.

xx, JP/deb

[Sue Mannel]

I agree with the "writing " thing. But remember, you cannot and will not always please everyone.

xoxo~

Sue