Unhappy client....

this is my first lingering unhappy client... usually an explanation will answer/resolve issues, but not this one...

his beef:
I did not individually shoot everyone of his 118 guests at his wedding.

Yes - he wanted me to shoot everyone, individually, while there's actually a wedding going on, and didn't want to pay for the 2nd photographer.

He and I have exchanged a few emails - he insists he verbally asked me to do this prior to the wedding day (which I don't recall him doing - I would have set him straight at that time if he did!), and I insist that I verbally and by email asked him for a shoot list in writing (or email) if he wanted anything specifically not covered by the default shoot list I will use if nothing else is handed over to me. His bride did give me a small list to add to my list, and nothing that she included covered what he's looking for.

In the emails we have exchanged, I have tried to point out how impossible this is to do, especially for only 1 photographer. I asked when could I possibly have done this?

His initial response was at the church, as everyone is coming in.
I reminded him that his bride had me in the 'Bride's Room' with the ladies from the wedding party for some shots, and that has me in a position where I cannot see anyone entering...
then he said as they are leaving - I reminded him that I was with him, his new wife, family and friends, taking pictures around the church when some people started leaving, and would have missed many.
So he then suggested I should have captured them as they were entering the reception hall. And again, told him guests were mostly all there before I got there - they were free to go from the ceremony to the reception, but I on the other hand was with the newlyweds, taking yet more pictures (and actually filling out her shots list)
He then said I should have gone table to table to take shots - of course, I did some of that, but pointed out that most of those shots, chairs were empty - people were lined at the bar, chatting at other tables, outside for a cigarette, etc...
I also told him that in order to get 'everyone' individually, I would need a list of everyone, so I can check them off as I go, otherwise I'm not going to remember 118 people and all their moving around, plus what I am really there for that day, but he doesn't believe one would have been needed.
I have been explaining over and over that 1 photographer can't do all that - 1 minute per person means 2 hours dedicated to shooting these people, not including time to locate them!

His last email to me... he's going to seek legal advice, as I didn't deliver on their expectations. I responded by saying to make sure he brings his contract, any and all emails we exchanged, and all shotlists demands made by email or in writing to his lawyer...

This is the 1st time someone has asked me to shoot every single guest (even though he asked after the fact - it's the 1st time someone has expected that...) - am I the only one that thinks this is an unrealistic request?

Do I shoot guests? of course - not while they eat, but they are part of the ceremony and reception, so of course I will shoot them doing their part in the day (I don't shoot them eating - I might shoot them in line for food or at the bar or doing a toast, but if they're holding cutlery, I don't shoot them)

Someone is looking for a freebie....you see it more and more in todays world!

Sounds to me like someone looking for an excuse to try and get money back. I wouldn't shoot every quest if I had three back up photographers, unless it was in the contract and they had less than 25 guests.

I would say this is an unreasonable request in any case, but I would expect this person to persue it as far as possible. He may find someone to rep him just to try and run up your expenses because you didn't give him what he wants. Hope you have PPA Liab ins, but as far as I'm concerned, you are in the right.

zerovision wrote in post #12017293
Sounds to me like someone looking for an excuse to try and get money back. I wouldn't shoot every quest if I had three back up photographers, unless it was in the contract and they had less than 25 guests.

I would say this is an unreasonable request in any case, but I would expect this person to persue it as far as possible. He may find someone to rep him just to try and run up your expenses because you didn't give him what he wants. Hope you have PPA Liab ins, but as far as I'm concerned, you are in the right.

^^^this^^^^

20-20 hindsight: When everybody is at the ceremony and in a seat, shoot a wide-angle shot that includes EVERYBODY!!!

Other than that, referring your customer back to the contract and citing emails is the best thing you could have done. When he gets legal advice, it'll all come out and become obvious the customer doesn't have a monopod to stand on.

My day gig is very customer focused. I learned a long time ago to listen to exactly what a customer has to say, play it back so we're sure we understand each other then simply ask, 'what would you like me to do to make this right.' At least THEN, you know where you stand and whether or not you're in a position to offer a workable solution.

Best of luck with your customer. And tend to agree with others, people just think they can 'cry wolf' and see a price reduction. He's probably doing the same to the caterer and the venue manager right now!

dave

Seriously, bud, if he doesn't have it in writing, you're safe.

Stand your ground that you have no recollection of that conversation and that everything else is in writing, so why wouldn't that request also be in writing?

Advise that you met all their requested needs and that it's not standard practice to shoot every single guest at the event. Odds are, you'll never see the inside of a court-room. He can't arbitrarily sue you, and his lawyer will cousel him to leave it alone since he has no grounds to sue.
If it does go to court, the judge will likely see your way and he'll fine the crap out of the other guy for wasting your time and his.

Lil Freek wrote in post #12017475
Seriously, bud, if he doesn't have it in writing, you're safe.

Stand your ground that you have no recollection of that conversation and that everything else is in writing, so why wouldn't that request also be in writing?

Advise that you met all their requested needs and that it's not standard practice to shoot every single guest at the event. Odds are, you'll never see the inside of a court-room. He can't arbitrarily sue you, and his lawyer will cousel him to leave it alone since he has no grounds to sue.
If it does go to court, the judge will likely see your way and he'll fine the crap out of the other guy for wasting your time and his.

yeah, if it does end up going all the way to small claims then counter-sue for your wasted time and any legal advise you decide to get.
though i don't know them, from reading this, my guess is that he'll talk to his buddy that is in law school and won't pursue. i personally would doubt he's even going to go to a real lawyer.

Ridiculous. Sounds like he's definitely looking for some money back. As long as you covered all your other obligations and delivered the same quality as your portfolio there's no reason to be worried.

Wow....I feel really sorry for the bride. Wonder if she knows she married a control freak who is too cheap to pay for his demands. I divoriced one of those.

lemme know how this turns out. it might be my trick for getting out of paying my photographer for my upcoming wedding

kidding!!

But seriously - has the guy tried contacting you again? I doubt you'll ever hear from him again as the lawyer was likely an empty threat, or he got told off.

All I got so far today is an empty email from his wife...

Not worried just find it annoying that people like this are around

Gotta love how they think we can do the impossible! I had a bride recently rate me a B on her vendor review list because she hired me because my blog had beautiful vibrant pictures from exotic destinations that were full of color and she was sad her wedding pictures didn't have that. She got married at a community center on a rainy day in Minnesota and the colors she chose for her wedding were black and champagne. I can't put color in where color isn't! I can't edit a blue sky in over a gray one (nor would I think anyone would've wanted me to!). Her pictures made for some KILLER black and white, but... yeah, there wasn't much color but that was due to decisions she made, not the way I shot or edited her wedding.

You really can't please anyone and as long as you saved all communication and have all the signed documents on hand you'll be fine!

I have my first unhappy client now asking for a full refund for a package they purchased for photos at a pageant. It will be interesting to see how I get to deal with this one.

Individually shooting 118 guests, at a wedding? Single photographer? is he freakin' kidding? And he has no contract with that "promise" in writing. I'd guess, as others have, that he is trying to find something to **** about to get some money back. I'd roast in the 7th circle of photo hellfire before I'd give him any money back. He says he'll sue you??? Call his bluff or you'll end up bending over for every cheap bozo that you encounter in life.

Oh man, that's nuts! Sorry you had to deal with him =/ Hope you win this and get it figured out soon!