Unhappy client but they still want the photos....

Alright I have a unhappy bride. She does not like her engagement photos but still wants digital copies of the "decent" photos. I offered for her to purchase prints from my website but she said "I need digital copies". This does not sit right with me since she does not like the images I do not want her messing with them in any way which my contract forbids but still a un happy customer may not care. Advice?

sounds like she's gonna pass them off to someone for post. I wouldn't but this isn't my area either.

Did you include unedited digital copies in your contract? If you didn't, she can't demand them.

Does she have a point? Is the quality of the results of her shoot lower than the quality of your portfolio (or whatever you use as samples)?

A possible way to sweeten a relationship that is going sour (remembering that bad word of mouth spreads WAY quicker than good word of mouth): If she's unhappy but believes that some of the images can be salvaged, I would consider checking into what it'd cost me as the photog to have someone who's better at PP work than I am to go over them, and then offer her the opportunity to print from those edited photos.

Or offer her a reshoot.

I would definitely not be handing over any unedited, raw images.

Raw images = Not happening lady....ever! DO NOT give up the Raws.
Inquire exactly whats bothering her and try to see how you can fix things.
Tell her you are willing to work things out with her,but she needs to state whats on her mind.

Yes, absolutely, get the info from her about exactly what it is that she's not happy with.

For all you know, she could be one of those people who will always try to get something for nothing by being a squeaky wheel ...

Eiro wrote in post #13480862
Raw images = Not happening lady....ever! DO NOT give up the Raws.
Inquire exactly whats bothering her and try to see how you can fix things.
Tell her you are willing to work things out with her,but she needs to state whats on her mind.

This - and simply ask her why she wants to the files if she doesn't like them. Did she explain that?

I already offered her a re shoot & she refused. I also offered for us to sit down and talk about how editing or a re shoot could fix some of the photos to her expectations but she refused. My contract forbids anyone to edit the photos & I am scared she is thinking she can just pass them off to someone else to edit. I don't think she is asking for un edited images. I don't think the images are worse than any that are on my website. If anyone would like to see the images pm me.

If she doesn't want a reshoot and she isn't happy with the photos, and if I felt I didn't provide a service which is at my quality standard, then I would apologize and refund the money after asking if I could re shoot again and explain that I wasn't happy with the photos either and want to make sure I provided a quality product.

Though I've never had to do that.

Tanya De Leeuw wrote in post #13480895
Yes, absolutely, get the info from her about exactly what it is that she's not happy with.

I have & its small things. Composition (which I offered to fix with cropping but she has not acknowledged that I have). She complained about a prop that they held was not perfectly straight. She said her hair was in her eyes which it seemed to me that that is what her hair style was like & it was never completely over her eye. Little things like that.

Numenorean wrote in post #13480933
If she doesn't want a reshoot and she isn't happy with the photos, and if I felt I didn't provide a service which is at my quality standard, then I would apologize and refund the money after asking if I could re shoot again and explain that I wasn't happy with the photos either and want to make sure I provided a quality product.

Though I've never had to do that.

I am happy with the photos. I believe I already said they are just as good as the others on my website.

If you give her the photos she's either going to (1) give them to someone else to edit (which could go either way in quality), and/or (2) she's going to post them somewhere and badmouth you all over the internet.

Might be time to give her a full refund, and cut ties ... walk away.

Tell her something like "I have done all I can to try to resolve the issue by offering both a free reshoot and/or additional editing, both of which you declined on (this date). As you have indicated that you're unhappy with the work provided and that you are not willing to work with me to rectify the situation, I am providing a full refund."

That way, there's no harm, no foul ... I'm no lawyer, but there shouldn't be any unpleasant recourse from that (after all, it was an engagement shoot which can easily be reshot, not a wedding, which cannot).

I don't feel comfortable with a full refund since I personally think the photos are fine (as well as some other people I have talked to). I fulfilled my part of the job and after the work I put into it I don't think that loosing money over it is a good idea.

Edit: I am considering refunding the engagement session fee but not the wedding retainer fee.

Sounds like she is being very critical. What about a partial refund after all she is still keeping the phtotos. I would not however be handing over RAW files. If it was in your contract to provide digital images then you have no choice. Im not sure how much good it does having it in your contract that someone else cannot edit. How would you enforce that apart from actually having your shots turn up elsewhere by which time its to late.

Ah, there's a wedding involved, too ...

Has she fired you from the wedding job? If not, why do you think she hasn't fired you, considering that she's already devaluing your work?

Do you really want this person as a client? No matter what you do it's going to be wrong ... and she won't give you the chance to fix it.

Perhaps she's trying to get her wedding done for free?

I'm sure it burns your butt to have put the effort in and having your work shot down like this ... but seriously ... give her money back, all of it, decline to proceed with the wedding, and walk away.

I can only see this situation getting worse by continuing to associate with this person.

Iscariotau wrote in post #13481009
Sounds like she is being very critical. What about a partial refund after all she is still keeping the phtotos. I would not however be handing over RAW files. If it was in your contract to provide digital images then you have no choice. Im not sure how much good it does having it in your contract that someone else cannot edit. How would you enforce that apart from actually having your shots turn up elsewhere by which time its to late.

I had a child model's mom re edit a photo and get rid of my logo and facebook took care of it. No it does not stop people but it lets them know that I am not happy with it since thats what they pay me for.