How would hhandle this situation?

Ok, here's the deal, I had two engagement sessions scheduled for this past sunday, due to where the one was located, I was not going to be able to shoot both of them.
I emailed the other couple during the week and asked them if we could re-schedule, they replied that, that wouldn't be a problem and gave me some available dates to choose from. I never replied at that time, thinking I would just re-schedule early this week when things settled down abit.

Well this is the email I recieved from them last night:


Below was the last email I received from you. Since ***** and I did not hear
back from you after my response to the email below we figured you didn't
have to cancel and that you would be there today. We were there and waited
45 minutes for you. Needless to say we are not happy. We will be looking
for a new photographer for our wedding day and expect our deposit
back.


How would you handle this? Seems they sort of made some assumptions there, I received no phone calls or anything on sunday from them. How would you reply to this? I was actually really looking forward to shooting their wedding, they are referrals from a great clients I had last year. This is the second time I've done something stupid like this lately, I swear all the pressure of working a full time job, doing this on the side, having family issues etc is finally taking it's toll on me.

I think it'll just be a case of calling them and chatting it through.

It's amazing how less angry people can be on the phone as opposed to on e-mail.

Oh, and take is a lesson. Fast and precise communication works wonders when dealing with customers.

Oh, that totally sucks.. I would be honest (somewhat) and tell thm you are soo sorry for making them wait. That it was a complete misunderstanding on your part - you assumed you were rescheduling. You feel terrible and absolutely hate the thought of losing them as a client. Beg for forgiveness! A second chance...

Even if you didn't really like them, this is bad word of mouth, and since that's the only form of advertising you do...its worth it..

Professionally, you should have replied to confirm the schedule change.

If I was the client, I would be very upset and would expect a full refund of the deposit as well.

Be up front about it. Seriously, apologize for the misunderstanding. It wasn't anyone ONE's fault, just miscommunication. If you value their business, talk to them directly and explain your situation. Your reputation means more than your pride here. Good luck. I know that for me I e-mail right away whatever it is. If I can't make it for sure, I tell them and then reschedule right then or tell them I will contact them later.

mchong75 wrote in post #3553397
Professionally, you should have replied to confirm the schedule change.

If I was the client, I would be very upset and would expect a full refund of the deposit as well.

I think he (anyone for that matter) deserves a chance for redemption....there was afterall, reason to at least "suspect" a miscommunication...I wouldn't be so hasty on demanding my deposit..especially from a photographer that I really wanted to shoot my wedding...Toogy style is hard to come by.

Jeff, I'd be honest and say that it was a serious case of miscommunication. That you're sorry they had to wait, and then maybe throw in something little extra in their package to win their trust again. Doesn't have to be a big thing, just so they know you seriously feel you're sorry about the mishap (casting blame is pointless, so take the blame, even if it could have been their mistake too for misunderstanding).

Gee, that's too bad! I guess you left them in the open: some people would assume that everything was going on schedule, others would think that you would reschedule. Putting myself in their shoes, I'd be confused as to what you decided but I would've tried to contact you to figure it out...

I'd give them a call, try to put out the fire and see how you can make it up to them.

Reminder to self: always respond to e-mails as quickly as possible (i.e. right away). I used to be on the dot about this, now I'm a bit slower to respond... But I always try to respond within 24 hours of the reception of any e-mail. It eliminates frustrating delays for my clients, encourage them to respond quickly as well and may help avoiding miscommunication.

CyberPet wrote in post #3553458
Jeff, I'd be honest and say that it was a serious case of miscommunication. That you're sorry they had to wait, and then maybe throw in something little extra in their package to win their trust again. Doesn't have to be a big thing, just so they know you seriously feel you're sorry about the mishap (casting blame is pointless, so take the blame, even if it could have been their mistake too for misunderstanding).

I agree with taking the blame. Since this could be 50/50, and they are already frustrated, no need to throw gas on the fire!

I would call and apologise, and say because of the email you thought you had postponed it. I would offer them a reshoot at a time of their choice, and offer them something free or some kind of upgrade.

Don't leave this hanging, do it ASAP, you have to make sure they don't spread bad things about you or look for another photographer.

Toogy wrote in post #3553369
Ok, here's the deal, I had two engagement sessions scheduled for this past sunday, due to where the one was located, I was not going to be able to shoot both of them.

This would be the center of the problem .. two bookings and only able to get to one of them? How can you schedule two yet know you're only able to shoot one?

Unless I'm missing something?

Never rely 100% on email for anything important. Too many things can go wrong. You can send an initial email, as you did, but always follow up in person or via phone. B&Gs need someone that is always thinking 2 steps ahead of them - and an experienced wedding photographer does that. Don't take chances with mis-readings, spam filters, and all that. If you do not want bad press from this (which you may get a little regardless) call the client (if you havent already). I personally would have invited them over to talk things out AND offered them the refund, if they were still really uncomfortable with the situation. You have to put THEM 1st. If my wife heard you say it was a 50/50 mistake - she would have been irate. Its your job to make sure everything is clear and running smoothly. Sorry if that seems harsh. People make lots of mistakes when they get started. Be the best guy you can be - it'll help you be the best photog you can be.

IMO you need to be so responsive that you seem to be everywhere they look (without being a pain in the ass). It is hard to get good service these days and it is the easiest way for you to distance yourself from the competition.
They really wanted you to do the shoot for them. That is why, when you didn't firm up the plans, they showed up and waited for you. It is almost like a dating situation. In their mind (mostly her mind) you stood them up! I think if you call and grovel a bit, they might forgive you. Business is about doing a great service. It is also about the love. Many clients need your attention and care as much or more than they need your services. That is why salespeople exist. Always take it on your shoulders as you are the one that will be hurt if they aren't happy.
Good luck with them.

For them to choose you in the first place tells you they want you to shoot their wedding above all the others they must have looked at.
Talk to them, i am sure you can win them over.
I would go and see them with their deposit in hand and offer it to them but also offer them better deal on their original package...maybe some freebies.
IMO face to face meetings are better then email or phone.

Learn from it....thats the key thing here. We all interpret things in different ways, never assume anything.

Jeff, just be honest with them.

Say that you read their e-mail as you were out the door and figured that you would just reschedule this week. Tell them what you just told us. Explain how sorry you are and offer them some incentive to keep you (maybe an extra hour for the engagement, or an extra 8 x 10?).

In reality, you should have e-mailed them back, but, I know where you are coming from. If you have too much on your plate, you'll say to yourself "Ill do it when I get home" and it won't happen. This is why I'm working on responding to e-mails/phone calls right as I get them.