Unhappy Wedding Client

[therosefairy]

Ok, I guess I'm just venting a little and at the same time have a question. I am just now hearing about a wedding I did in which the bride is unhappy with some of the photographs I've taken. I don't know why (if its lighting or composition or what exactly), I actually just heard about this from the coordinator. My thing is that why wouldn't the client contact me directly, and why wait 3 months after the wedding to let me know she's unhappy? If I were unhappy I would contact the photographer so they can make right on it.

I do plan on making right on whatever the issue is. But just curious what do you guys do in this situation?

[Steve Parr]

Ok, I guess I'm just venting a little and at the same time have a question. I am just now hearing about a wedding I did in which the bride is unhappy with some of the photographs I've taken. I don't know why (if its lighting or composition or what exactly), I actually just heard about this from the coordinator. My thing is that why wouldn't the client contact me directly, and why wait 3 months after the wedding to let me know she's unhappy? If I were unhappy I would contact the photographer so they can make right on it.

I do plan on making right on whatever the issue is. But just curious what do you guys do in this situation?

I don't shoot weddings, but I still have clients.

The way I see it, they're not "unhappy" until they tell me they're unhappy...

[Ronald S. Jr.]

I don't think they're ever going to like every photo. At least I've never had that happen. There's always some they "don't care for". Don't be upset because she didn't like a few of them (that's what it sounds like, anyway).

[cdifoto]

Your client isn't unhappy. Their wedding coordinator is unhappy. That's how I'd see it if I were in your shoes. Don't worry about it until/if the client comes forward on their own. Don't tell the coordinator that though...just let it go and don't fret.

[jfrancho]

I wouldn't take stock in anything that came from the mouth of a wedding coordinator.

[therosefairy]

The only thing is that this wedding coordinator is also the owner of a wedding place that refers me. So it could really effect my business. Thank you all for your comments though. I just dont understand why the couple wouldn't have contacted me directly to "fix" whatever it is.

[cdifoto]

The only thing is that this wedding coordinator is also the owner of a wedding place that refers me. So it could really effect my business. Thank you all for your comments though. I just dont understand why the couple wouldn't have contacted me directly to "fix" whatever it is.

No it couldn't. They have no reason to not refer you just because you're not believing a little thing called hearsay. All you have to do is not call them a liar in any way, shape or form. If the client is truly unhappy..they WILL contact you. No news from the client is good news. Anything else not from their own mouths is gossip.

[jfrancho]

You're assuming that the WC is telling the truth. He or she may have some other motive. I wouldn't hurt to make a friendly follow up call, just to see if they need anything else. I don't do weddings, but have dealt with business alliances, and it's best to go straight to the source.

[Steve Parr]

No it couldn't. They have no reason to not refer you just because you're not believing a little thing called hearsay.

But if that hearsay is coming from the very person who makes the referrals, it absolutely could affect his business...

[cdifoto]

But if that hearsay is coming from the very person who makes the referrals, it absolutely could affect his business...

Well only if the OP called the person making the referrals a liar. If he/she just absorbs what they're saying without making a judgement then no offense can be taken. :)

And if the person making the referrals is making bad ones because of their own hearsay...yer damned if you do and damned if you don't so what difference does it make...

[In2Photos]

You're assuming that the WC is telling the truth. He or she may have some other motive. I wouldn't hurt to make a friendly follow up call, just to see if they need anything else. I don't do weddings, but have dealt with business alliances, and it's best to go straight to the source.

I am with jfrancho on this one. Give the bride a follow up courtesy call or send a thank you card asking if everything was the way she thought it would be. If she responds by telling you she is unhappy then fix it (within reason) and if she says "fine" then walk away smiling.

[xBtUser]

Agree with jfrancho and In2Photos.

[short5]

I would take in to account other shoots you have done where people are happy. If you have several or many then don't fret over the one unhappy client. I would go to the WC and point out how much pride you take in your work and get a feel for her thoughts. Thank her for her comments and tell her you will keep them in mind for the next shot. WC's love to feel in control. Then make an informal card saying you hope the client is happy and request they make comments and send it back in the self addressed envelope provided. Looking at the comments and comparing to what the WC said should give you more of a picture of whats going on.
Although many of us are too critical of our own photo's we can generally render an opinion on what we have done. How did you feel about the images?

[daclozer]

I have made a living most of my adult life in sales. I would definitely advise against the " hide your head in the sand and hope it goes away" recommendations... DO not ignore it, do not assume all is well.. I would do as some suggested, make a courtesy call to the bride or send them a card requesting comments. The client is the most important person in your business, you need to do everything in your power to make sure they are happy. I would also make sure the WC is happy if that is my main source of attaining new clients.. The WC may be stretching the truth or maybe just trying to pass the buck. But I would make sure both of them are happy.. An unhappy customer /WC can cost you a lot more than the cost of replacing /fixing a few shots in the long run...

[cdifoto]

I have made a living most of my adult life in sales. I would definitely advise against the " hide your head in the sand and hope it goes away" recommendations... DO not ignore it, do not assume all is well.. I would do as some suggested, make a courtesy call to the bride or send them a card requesting comments. The client is the most important person in your business, you need to do everything in your power to make sure they are happy. I would also make sure the WC is happy if that is my main source of attaining new clients.. The WC may be stretching the truth or maybe just trying to pass the buck. But I would make sure both of them are happy.. An unhappy customer /WC can cost you a lot more than the cost of replacing /fixing a few shots in the long run...

I don't agree with the idea of looking for problems where there may be none. A truly unhappy client will make their issues known to you. Perhaps this doesn't apply to wedding photography but it generally does to sales. If you're proactive about customer complaints...they may find reasons to complain even if they were satisfied before (or at least thought they were).

Just my own take from owning a small business.

[mizuno]

If you're proactive about customer complaints...they may find reasons to complain even if they were satisfied before (or at least thought they were).

I disagree.

I think in this case, the OP would be best advised to contact the client and be open and honest. Tell the client that it was mentioned to him that they were unhappy, and see what happens.

[jfrancho]

I didn't suggest "looking for problems where none exist." I suggested a follow up call to see if they needed anything else. If they don't need anything else, it would be an appropriate time to ask if they were satisfied. Personally, I will not make my dissatisfaction with a service provider known by telling them. My expectations are very reasonable, and are always included upfront with my requirements. If they aren't met, I discontinue business with no explanation, unless asked. I don't feel it is the customer's responsibility to remind the provider of what they were willing to offer in the first place. If they're too stupid to figure out where they fell short, they don't need my business. If I feel that, after a conversation, that my expectations were beyond what the requirements agreed to upfront, then I'll give them another chance. But they have to work for it, I'm not using my time to teach them how to take my money. Maybe that sounds harsh, or even dumb to some, but it works for me.

[aparmley]

Don - chillllllll think about it - a bride hires a wedding cooridinator who could recommend this gentleman as the WP - if the WC thinks that brides are not pleased with the WP [OP's] work she is not going to ge suggest to the bride that she contacts the OP [WP]. follow that? It makes perfect sense. . .

I'd speak to the wedding coordinator and mention to him/her that the bride in question has not mentioned anything to you in your past conversation about being unhappy - Perhaps she expressed her dissatisfaction with the types of photos she ordered, maybe she couldn't afford to buy a better package and the WC assumed that the bride was unhappy with the WP. I don't know - I think you should investigate - that bride is messing with your business.

[cdifoto]

I've just always been proactive as a consumer if/when I have a complaint and my customers have always contacted me if/when there is a problem (as far as I know). My business hasn't declined any so I take no news as being good news. I suppose WP is a bit different.

Both sides of the argument make sense, IMO.

[therosefairy]

Thank you all for all your comments and suggestions. To answer some of the questions you've posted: I felt good with the majority of the photographs given to this client. Like was said we are always hardest on ourselves so there were a few that I wasn't completely excited about, but thought they turned out well. Some I posted on my website even. Also, I do send all of my client's a comment card, asking for good or bad feedback if they feel fit. I never heard back from her, and figured that that was normal. For my own wedding I didn't give my photographer (or any of the vendors) any feedback when asked, and I loved my photographs.

I will end up calling the bride soon, and finding out exactly what the issue is. I agree that if it was a huge issue or even the majority of the photographs that she probably would have contacted me herself. But who knows, I hope to find out soon enough and remedy it if possible. I also left a message for the wedding coordinator to find out what the issue is. A good amount of my business does come from this place so it's not something I really want to jeopardize, especially over one couple.

Thanks all for the feedback, if anyone else has any input, I appreciate it all!
By the way, I'm a woman, just fyi, its funny reading through some of these messages and everyone refer to me as a he. Just thought I'd let you all know. :)

[saravrose]

well I thought you were a lady.. the name gave you away... personally, I'd give the bride a call or e-mail... and be honest. the wedding coordinator suggested to you that perhaps she may have been unhappy with some of the photos... and ask her if there's anything you can do to correct anything.. let her know that her being happy with her photos is important to you.. good luck by the way, and i'm curious to see the photos in question....

sari

[thebrewer]

What does the coordinator want ??$$

I would follow up with the customer.

If there is a problem with your work, fix it.

If there are other motives address them with the WC.

Rich

[therosefairy]

Well thanks everyone for your advice. I left a message for the couple, and if I don't hear back in a week I'll give the wedding coordinator another call. I figured I put it out there now its up to the bride to let her wishes be known. I was thinking maybe it was the wedding coordinator following up with her, and that was the only real comment she had? Who knows. By the way, saravrose, most of their photographs came out like these (not perfect, but not too bad in my opinion).

[DocFrankenstein]

Your referral person wants more kickback. ;)

[therosefairy]

haha, never know, I could only hope.

[Bu Yao]

I photograph wedding too. Bride is not unhappy with you. Bride is unhappy with herself. I bet she think she look fat in pictures and she blame you.

[Az2Africa]

Hey, you're in S. California. If she is unhappy you will get the lawsuit soon.:lol: Seriously, you've done the right thing. Word of mouth is important to a WP.

[jj1987]

Those look like they have a bad halo effect to me, but it doesnt really look intentional?

Maybe change the softning method or offer the sharp versions?

[thebrewer]

It looks like you glow effect has a purple color to it. I suspect your post processing amplified you chromatic/purple fringe problem. I reccomend fixing the CA before you do anything else in PS. If you send me an origianl file I will take a shot at fixing it in PS. PM me if you are interested.

Rich

[therosefairy]

Thanks for the feedback on the 2 images. These were taken w/my film camera before I went digital. I had 2 cameras w/me that day. One w/the haze filter (pics above) that was on for most of the day, and one without the filter. I took each pose with both cameras so the couple would have both a sharper and a softer version. I posted a few of the softer ones on my website which the bride liked. But I agree, certain areas it looks a little too much. But I suppose I can't fix anything until I hear directly from the bride. Thanks so much Rich for offering to help! I appreciate it!!

[rlhphotos]

I'm always one to contact my clients to see if they are happy if I dont hear anything I think the worst so Im bound to contact them, however if they tell me they are happy I leave them alone.


Those two images look a little to soft for me. If all of them turned out like that I could see where they might be unsatisified. Digital is a life saver ;)

[therosefairy]

Just wanted to post an update. The bride finally contacted me, there were some photographs that turned out a little darker than she expected, she did say she wouldn't not refer me to someone and that they did like me. So I guess thats a good thing. Now to work on fixing some of those dark shots.

[short5]

Thanks for the update. Were they underexposed or was she being to critical? A little Photoshop could save the day.

[therosefairy]

There were some that were a bit underexposed. Most of the ones she was talking about were taken inside a home, the lights were dimmed and some were just the disco lights, so it was pretty hard for me to shoot in there w/the changing light conditions, but hopefully I can photoshop some of them and salvage those ones for her. But some of them I think she may have been a little too critical on, it sounds like she expected to be completely in love w/every photo, unfortunately that doesn't always happen.

[crsouser]

Ok, I guess I'm just venting a little and at the same time have a question. I am just now hearing about a wedding I did in which the bride is unhappy with some of the photographs I've taken. I don't know why (if its lighting or composition or what exactly), I actually just heard about this from the coordinator. My thing is that why wouldn't the client contact me directly, and why wait 3 months after the wedding to let me know she's unhappy? If I were unhappy I would contact the photographer so they can make right on it.

I do plan on making right on whatever the issue is. But just curious what do you guys do in this situation?

My friends that I know have told me time-and-time again.. no matter how many shots you take.. how good your photos are.. and if you get ever pose and arrangement out there published and unplished.. rarely is the Bride completely happy as they tend to focus on the shots you missed vs. the ones you got. Maybe that is coming from people that became bitter about shooting weddings and stopped.. but just what I have heard from every 'local' I have met is that weddings are a pain and no matter how much you try.. expectations are really never met. Hmm.. my first one is Saturday.. I'll see what I think after the fact.

Somewhere in this forum there was a form with a list of "Shots" expected that someone posted. It had a large number of check boxes as well as freetext boxes. Does anyone know which post this was in?

Oh.. Rosefairy..did you every find out specifically what the client was unhappy about?

Christopher

[fivefish]

Rosefairy said some of the shoots were too dark, according to bride. Glad everything is working out well.

Maybe she's really unhappy because now she finds out groom won't help in the house, watches tv all day, and snores. :)

[Merle]

therosefairy,
Did you have your photofinishing done by a professional lab?
A Pro Lab will do density corrections and color corrections and reprint some times several times before delivering them to you. I recently had several of my fellow wedding photographers suggest that I try Costco, as I would save so much over what I was paying at my Pro Lab. Stupid me I put an intire wedding into Costco and even after I requested that they reprint 40% of the images I could not deliver them to the B&G because of the substandard quality. The price is very attractive but the results could cost future business.
;) :) :D

Good shooting to ya !!
Merle

[MichelleM]

I agree with those who give the advice to not act on hearsay. It'll only make you look bad to the client and to the coordinator because you'd be relaying 'gossip'. Not a good thing. I think a follow-up would be a great idea -- shows the client that you continue to care about their business even after the fact and it allows them the opportunity to air any grievances. Good luck!

[ErikAnderson]

I think you did the proper business-like thing to do by following up and checking on customer satisfaction. You closed the loop, got valuable feedback, and will, in the end, have a more satisfied customer. Instead of 'the photographer had some dark photos and I wasn't too happy with them' people may now hear 'the photographer had some dark photos but she called me up and is fixing them for me!". That rings like a service provider that cares about the customer after the sale and is simply good business.

On a slight tangent, I cover mostly non-wedding events, take 1000+ photos in a day and have them sorted during the event and on the web within 24 hours. The vast majority love my service and photos, but out of the 100+ participants, there is always 2-3 that I've missed or have less photos than the rest. Guess who I hear the loudest complaints from. The guys who check their photos every week but don't buy anything then wonder why I spend my time shooting the people that DO pay me. They complain, I shoot a few more of them the next event, and they still don't buy but they b*tch less. :) Moral of the story: You can't make everyone happy, but by voicing a genuine concern over your clients happiness, you can do nothing but help your reputation.