Dealing With Difficult To Satisfy Clients

Usually a client hires a pro photographer on a variety of issues, portfolio, recommendations, reputation, fees, etc. They obviously like what they see and decide to hire us to get the type of images they have in mind. But what happens when these clients start nit-picking, looking at the 10% not acceptable rather than the 90% good, wanting things reshot and reshot until they are satisfied, always expecting more and not paying for the extra work. We have all seen this, but how do we handle it to keep our integrity but please the client?

Some clients will explain what their vision is and the photographer makes every effort to produce that vision, and does so accordingly. But then the client isn't happy. A photograph is interpreted by many factors, technical, exposure, composition, etc. What looks great to one may be not look so great to another.

The photography profession is unlike a trade like plumbing, auto mechanics, electrician, meaning if our cars need repair, we take it to a good mechanic and expect it to drive better than before we brought it in. If it isn't, then we can take it back because usually there is a 30 day gurantee. In photography though, we can't really gurantee that what we produce will please the client. How can this subject be dealt with? Any ideas? Thanks katt

I have multiple ways of dealing with this, but the first is the contract itself. You need to make sure that ANY changes are covered with fees. I use a 10% variance that says any small changes can be covered in that 10%. Any other changes are billed for at a pre determined rate. I make sure that the client see this and understand what it means prior
to booking the shoot. This will keep from being an a$$ unless they want to pay more cash.

I may do a reshoot if they case really warrents it, but that would something really knarly happen.

I hope this helps,

Les Baldwin

1. "but the first is the contract itself."
2. Only show the "90% good". Why would you include "the 10% not acceptable", unless you were trying to give him a choice between what he said he wanted & what he actually needed? In which case...
3. If every job is nitpicked to death, either get used to it or just fire the client. (My personal favorite!)

That is some good advice. I have found that some people are never satisfied no matter how good the results were. I recall reading one time, possibly on the wedding forum, that one photographer had difficulty getting the 50% balance deposit when he submitted the final proofs to the client, who literally went through each image, commenting that this wasn't the right angle shot, why uncle Joe wasn't in the group shot to on and on and on. I think he finally just told the client they were even and dumped the final images and bit the 50% loss. At least he got the up front 50%.

I always work with my clients on ideas and have good luck delivering everything approved even though a few images may have to be redone, no problem. But then I have had one client who made unreasonable demands on how images came out. I always show my work to other people to get their opinions, ideas and what they see as what works and what doesn't before I submit my proofs. This has helped me save time in the long run. katt

After you have done everything you can to satisfy a client and they still aren't, it's time to dump the client as they will never be satisfied.

Generally it's the low-payng clients that are never happy. Mostly they're trying to get out of paying the bills.

Yes I think that is true. Lower paying clients expect more and more, but don't want to pay for the extra work. What happens if they just want their deposit back and refuse images? But of course, a lot of work has been done in the beginning and the deposit is to insure that some compensation has been put up front to protect a complete blow out.

I guess the real issue is how to keep the customer satisfied and still make a buck. And firing a difficult to please client is an option. katt

Deposits are not refundable and reshoots are chargeable.