First Unhappy Bride

tim wrote in post #4024124
Out of princinple I wouldn't give a refund, but since you missed 1 shot out of what 1000 you could offer her a 0.1% discount

Tim, it's the requested poses not the # of shots...but 50% noway under any measure. From how the OP described the situation my gut says tell her no. But my business experience is not with photography. I have faced similar situations in my engineering business and we evaluate each "complaint" on an individual basis. Guiding factors are potential impact to our business reputation, reasonableness of the complaint or issue, and a review of what we contractually agreed to do in the first place.

cdifoto wrote in post #4024133
... It's like my sister when she says she's going to boycott Wal-Mart because she had a bad experience at the checkout counter. Doesn't mean I'm going to boycott Wal-Mart too...I know she's nuts. The others in the family who side with her are also nuts.

In the world of Wal-Mart, customers are so plentiful a one person boycott is meaningless...it is like pulling your finger out of a bathtub full of water...you will never notice a change in the water level

You're missing my point.

My entire point is that you will not WANT those other potential clients because they will give you the same or similar hassle as the badmouther gave you. Unless of course you enjoy stress.

I would rather have 20 good, reasonable, hassle-free clients than 200 pain in the neck ones.

cdifoto wrote in post #4024219
You're missing my point.

My entire point is that you will not WANT those other potential clients because they will give you the same or similar hassle as the badmouther gave you. Unless of course you enjoy stress.

I would rather have 20 good, reasonable, hassle-free clients than 200 pain in the neck ones.

Agree

Sounds like she is just trying for a discount after the wedding with very little basis for it so definitely a no no imo.

Personally I wouldnt give a discount for anything unless I was removing something substantial from the package or I had completely missed something substantial, not just that the bride didnt like my version of what she asked for, thats far too subjective.

Interesting conversation last night, I had a new enquiry originating from the place we worked last weekend (gutted because were already booked for her date at about a third of the price from one of our first bookings of last year) and the reason the bride had contacted me was because she had planned to use the same photographer that her sister had used the year before but his price had come in at more than she had exepected so she had asked if he could do anything about it. He responded by straight away knocking £700 off his price without removing anything from the package, she dropped him immediately because she felt his prices had no basis, he was just making them up and she felt like she was being ripped off.

With the package she wanted our prices wouldnt have been that different from his original price and she was happy to pay that when she felt she was getting value for money.

Giving discounts for little or no reason undermines your prices and your business.

I would give her ALL of her money back and then give her NONE of the photos period.

dmwphoto wrote in post #4024313
I would give her ALL of her money back and then give her NONE of the photos period.

No way. There was still work involved.

You should definitely give her 50% of her money back. This will increase your business probably 10 fold but you'll have to drop your entire package prices by 50% since that's what you're saying your time and effort is worth.

If the quality if your work is there...stand by your guns and offer her nothing. There are people who will always work a deal on everything. She probably asked the caterer and flower shop for refunds as well. The DJ most likely was bad and he/she is asked for refund!!!!As long as your confident that you provided a quality product, you earned the day! If you provide her with quality pictures, which she shows her "people", what is she going to say....."these are great but he didn't get one of so-and-so so I asked for 1/2 my money back!" People will think she is crazy or unreasonable.

Was she polite and reasonable up until this point? Sounds like a PITA...Most of the time you can see these types of brides coming a mile away. It is also the best policy to say that you think that there might be another photographer out there that would fit better with her...for future reference.

Well.

It started by me getting stood up twice for the engagement shoot, for the newspaper.. which never happened.

The wedding was ok, not terific, because of having to chase everyone down for the formals.

Proof album delivered on time
Proof album returned with 12-8x10's picked out
then they changed their mind about the 8x10 album, and only wanted the proof, and 1/2 money.

Oh well.

Even if you give her a 50 or 75% refund she would be worthless to you later on......she would never be a good reference and nothing but a waste of time. Tell her you will pitch in $20 for rehab for her father.

I am refunding her the cost ( not price ) of the 8x10 album and cost of 12-8x10 prints
which is $130.00
of course this is difference from the 625 she wanted back.

spcalan wrote in post #4021984
supposably

supposedly.

No refund. 4 shooters and she wants to stiff you? You will soon find out you hold the upper hand here. You have all her pictures and until full payment is received, she gets zero, zilch, nada.

If she wants to pay half, she gets half the pictures.

cosworth wrote in post #4024931
supposedly.

No refund. 4 shooters and she wants to stiff you? You will soon find out you hold the upper hand here. You have all her pictures and until full payment is received, she gets zero, zilch, nada.

If she wants to pay half, she gets half the pictures.

What he said.