Unhappy Bride

[tamgre]

I have shot numerous weddings with completely satisfied brides. Today I received my first e-mail from a bride (who received her proof CD yesterday) who wants to know if there are "more photos" to view because they feel there are some "missing." We promised up to, but not limited to, 245 images and provided 489. She has pointed out 5 photos that were not taken (but were not specifically requested) of which one (which is usually a standard) that was impossible to obtain due to space restrictions. (shooting from up front as everone comes up aisle was impossible) It was a golf course terrace wedding where everyone was totally cramped. We shot most everything from the rear due to the fact that we could not get up front and then get out - no exit - we literally would have had to stand next to bride and groom. She states that our photos are beautiful but that she and her husband are "concerned" that some photos appear to be "missing." She had a custom CHEAP package and specifically limited us to shooting time after the ceremony (her husband wanted to be able to enjoy the ceremony rather than spend time in portrait sessions). Certain photos that are "missing" were not requested - in fact, the ones requested were taken - which we need to point out. How do I deal with this person whom I believe will not be happy no matter what I say? I have a tight contract but I hate to sound defensive at this point - early in the game...... HELP!

[tim]

Welcome to POTN :) Your post is quite busy, confusing, and tightly packed, but i'd reply something like this.
--
Dear (Bride and Groom),

Thank you for your kind words, we're happy to hear you appreciate the photos we took at your wedding. (Insert nice personal message here)

We have no record of you requesting some of the images you've indicated are missing, and others you've indicated have been provided. Despite our best efforts, due to space and time constraints it wasn't possible to get all the photos on the list you did provide. As you'll see in our contract any photos requested are best effort only, not guaranteed. We've provided almost double the number of photos we indicated we'd provide, and we feel that the images offer complete coverage of the time you booked us for your wedding.

(now a paragraph just to indicate you consider the above subject closed). We look forward to receiving your selections for your album/prints/etc.

Kind regards,

You

[Peacefield]

yup, what Tim said.

Also, a couple of important lessons. One is to never promise ANYTHING including an image count no matter how modest. I will guide expectations, but promises are never made. Also, as is so often said, "cheap" brides are the worst and most demanding with the least reason to be so.

Finally, I'm having trouble understanding the circumstances and the shot you're trying to describe. If there was no way to do it, there's no way. But if it could've been done had you staked out some real estate ahead of time that later became inaccessible, well, that's something else. Did you at least take photos of the action from where you were?

I recently did a shoot where the ceremony took place at a modestly priced hotel. It was a VERY tiny room in the interior with no windows and packed with folding chairs. A wedding party of 12, the minister, and a video guy with mondo equipment up in the front. Once the ceremony started, there was no way for me to shoot from anywhere but behind the couple. So as things like the candle ceremony took place, I tried to get the best shots I could so at least they're accounted for. The couple were fully accepting because they understood the limitations and saw a best effort on my part.

Good luck.

[SuzyView]

It is usually the clients who want to cut costs that complain the most. I avoid those like the plague. But then, I shoot for free mostly, so clients don't complain. :)

Yes, your clients are being unreasonable, but you are the professional and Tim's suggestions are actually what I would do as well. Tell them what they contracted from you, and explain to them that no images are "missing" and that you shot the event in good faith. They have nothing to complain about to you. I hope they paid 1/2 at least before you started the work. Otherwise, they probably don't want to pay you the rest. But you have the copyright, and you can tell them they didn't come through with their part of the contract. Please tell me they paid you before you gave them the DVD.

[Pete]

Tim looks like he has the right and professional approach here.

Additionally, you might want to consider offering the couple a reduced rate sitting so that they feel they're getting something back. You'll end up with a happy couple (with references maybe) and a booking that you might not have had before.

[SuzyView]

+1 for what Pete said. Offer them something not too complicated.

[sando]

Welcome to POTN :) Your post is quite busy, confusing, and tightly packed, but i'd reply something like this.
--
Dear (Bride and Groom),

Thank you for your kind words, we're happy to hear you appreciate the photos we took at your wedding. (Insert nice personal message here)

We have no record of you requesting some of the images you've indicated are missing, and others you've indicated have been provided. Despite our best efforts, due to space and time constraints it wasn't possible to get all the photos on the list you did provide. As you'll see in our contract any photos requested are best effort only, not guaranteed. We've provided almost double the number of photos we indicated we'd provide, and we feel that the images offer complete coverage of the time you booked us for your wedding.

(now a paragraph just to indicate you consider the above subject closed). We look forward to receiving your selections for your album/prints/etc.

Kind regards,

YouI'd do a bit of this...

Tim looks like he has the right and professional approach here.

Additionally, you might want to consider offering the couple a reduced rate sitting so that they feel they're getting something back. You'll end up with a happy couple (with references maybe) and a booking that you might not have had before.

And a bit of this.

Did they mention what was missing - specifically, a certain person not being photographed, or is it a certain picture of them that's missing?

[tim]

Tim looks like he has the right and professional approach here.

Additionally, you might want to consider offering the couple a reduced rate sitting so that they feel they're getting something back. You'll end up with a happy couple (with references maybe) and a booking that you might not have had before.

Why would you offer them something extra if you did nothing wrong, and provided images to the best of your ability? I wouldn't reward someone for being a demanding pita.

[Red Tie Photography]

To answer your question Tim, to retain a client and possibly gain more. Offering discounts on future shoots might be a good idea, maybe 15% off prints for your next family portraits, or something like that. I wouldnt give money back, but offer discounts on a future shoot.

[sando]

Why would you offer them something extra if you did nothing wrong, and provided images to the best of your ability? I wouldn't reward someone for being a demanding pita.They're not all dimply demanding PITAs. Some customers do have genuine grievances. In this business, with all the 'horror-stories' you hear, it's easy to generalise and believe everyone's trying to screw you.

[Peacefield]

If it's not my fault, I would still try to offer something to make things good for them in the interest of customer service. And for all you know, they could begin to turn into a REAL pita. Something like a free sitting is a real cheap and easy way to diffuse the issue. But if it's not my fault, we will all be VERY clear, I'm not offering to do this in acknowledgement of any wrong doing, I'm just making nice.

[Red Tie Photography]

And i would make it clear that you didnt do anything wrong. But is a few dollars that you can cut off the next shoot really going to make that big of a difference, and really worth the hassle of a bitchy bride and possibly hurting your reputation? I think you have a good grip on what you should do and what you are going to do. Let us know how it turns out.

[sapearl]

I can't improve on the solid advice given here - just stand your ground and be ever-so-pleasantly firm. Sounds like you did the best you could under the circumstances. Be too nice and she will simply regard that as WEAKNESS and push for more. Btw Tim, wery nicely done write-up; must add that to my GOOD IDEAS STOLEN FROM TIM file folder. - Stu :D

[tim]

You guys want to get a reputation for rolling over every time someone asks a question or isn't gushing praise? If you do something wrong then sure, offer them something, but if you did as well as anyone could do then I wouldn't be inclined to. If she was really upset about it i'd maybe do a few free prints or something, but I wouldn't go back with that offer immediately.

[tim]

Btw Tim, wery nicely done write-up; must add that to my GOOD IDEAS STOLEN FROM TIM file folder. - Stu :D

See, I can be diplomatic when I want to! I just don't want to here very often ;)

[Pete]

Why would you offer them something extra if you did nothing wrong, and provided images to the best of your ability? I wouldn't reward someone for being a demanding pita.

I was only indicating this this was an opportunity for another sitting (sale). If the couple wants to refuse it, then it's no big deal.

I didn't say it was an admission of failure, but if the couple want to add to their portfolio with some informal shots (or staged wedding shots), then let them pay (extra) for them. A slight discount is just the carrot.

[tim]

Fair call Pete :)

[lil_miss]

Good ideas... mind you as some have mentioned about retaining their business - it sounds like you wouldnt want to anyway.. lol

[Philco]

I once offered a 'make up shot' to a MOB because the FOB was NOWHERE to be found when we shot just the bride's side prior to the ceremony. It was not my fault he was awol and I was trying to be nice by offering to make up that one shot at a later date. Once that was on the table, it became 'Let's do a big family reunion lifestyle portrait session on the beach with the whole family! When are you available Phil?' Whoops. We never did the make up shot. They got over it after a few weeks.

[PMCphotography]

Why would you offer them something extra if you did nothing wrong, and provided images to the best of your ability? I wouldn't reward someone for being a demanding pita.

But from the customers point of view, you did do something wrong. At least where I live, it's a very small community and word of mouth spreads like wildfire here.

I'd rather give her a little something that doesn't cost me much, than have her cost me thousands of dollars telling people what a pain i was and how I didn't give a crap about her complaint.

To me, that's more important than being able to put my hands on my hips and stand on my pillar of virtue and be right.