Having prints shipped directly from lab unprofessional?

I order through WHCC and have everything sent to me. I receive the prints directly then personally deliver them to the customer. I try to be as personal as I can rather than treating the customer as another transaction.

They dont know where I got them or how much it "cost" me...if they like the product I give them they feel it was worth it. They do know I use a pro lab and not Walgreens or Sam's.

Those pictures never even make it to be viewed much less ofr sale

I'm going to post this before reading every one of the prior entries.

I always review every print I get back from my lab prior to delivery. This way I KNOW the order is correct, the count is correct, and that the picture has been finished to MY satisfaction. How will you know this in every case if you don't see the order?

Everyone of my enlargements is also placed in an inexpensive presentation folio, with my business name stamped on it in silver/gold, prior to client deliver. This protects it from damage, and sets the image off very nicely. There are probably companies that will do this for you, but I buy these folios in bulk, insert the photos, verify the order, invoice the customer, and then contact them for pickup.

There is certainly nothing wrong with have a lab drop ship directly to the client; I just feel it's more professional and offers "full service" if you handle it yourself and make the personal contact. And it's that continued personal contact that keeps you in the client's mind, for potential future work. This sets you apart from those in it for the long haul and others who are less serious about the business. And this especially holds true with album production. I'd always want to double check the book prior to delivery. - Stu

And beyond what Stu said (quite nicely I might add), there's a personal satisfaction to be had when you see your work as a final product. At least for me. I haven't taken on a conveyor-belt one-is-just-like-the-next view of the process and hope I never do.

It sounds like this system works for you, so this setup is good for the type of service level you provide, and/or your client's expectations.

Is this mainly for sports, weddings, social events or other work? Also, for what I charge on weddings the clients wouldn't be happy with just a "UPS hand-off" for the final delivery. Presentation is everything, and part of the process is showing them the final work.

But I disagree regarding the potential for mistakes.

Sure, there is always the possibility for order errror, but you can minimize if not eliminate that by always double checking the order. If my pro lab makes a mistake back to ME, the client doesn't know about, I have it corrected, and the perceived high service level is maintained.

eigga wrote in post #5816837
I have ALWAYs had my orders shipped directly. I have NEVER delivered or had a client pick-up. It works for me. You have to decide what works for you.

Mistakes are going to be made regardless how you do things... even if you see the prints first. The few times I have a mistake in an order I fix it and include freebies for their trouble.

Thank you cdi - totally agree with you. I'll be the first to admit that my ego enjoys the stroking of a job well done. There is no better satisfaction than truly putting yourself into enjoyable work, and then having others appreciate it to your face.

And conversely, if something is wrong with that final product, I would just as soon be made aware of it right away. How many times have clients festered over a problem that wasn't addressed until a phone call or email was answered days later? People can tell you something on the phone or express an opinion in an email...... but there is no substitute for facial expression or body language when a client accepts your work in person .

cdifoto wrote in post #5821085
And beyond what Stu said (quite nicely I might add), there's a personal satisfaction to be had when you see your work as a final product. At least for me. I haven't taken on a conveyor-belt one-is-just-like-the-next view of the process and hope I never do.

Absolutely. My humility is just a facade.

I agree with the above.

It goes back to the fact you need to be a salesman more then a photographer to make it. I look at it as if I am in the Customer Service industry. I happen to do that by taking pictures. I am not a Photographer that HAS to deal with customers. If you take that point of view, a lot of what you see will change. Sure some if it will cost a bit more. But gaining a regular customer it well worth it.

Absolutely - you have to something special, something personal that sets you apart from the the next anonymous vendor. At a time when corporations send you to Voice Mail Menu Hell just for routine inquiries, anything that shows you to be a customer oriented person will put you at the head of the pack.

There are tons of fotogs out there snapping away and selling their wares on the web. But how many of those can personably deal with the public for the entire process, from exposure to product delivery and client satisfaction?

The additiona cost that Mark points out is trivial to the referral and repeat business that you will generate in the future.

Mark1 wrote in post #5821125
I agree with the above.

It goes back to the fact you need to be a salesman more then a photographer to make it. I look at it as if I am in the Customer Service industry. I happen to do that by taking pictures. I am not a Photographer that HAS to deal with customers. If you take that point of view, a lot of what you see will change. Sure some if it will cost a bit more. But gaining a regular customer it well worth it.

It also depends on your clients... most of my clients I never see and rarley live close to for delivery or pick-up.

For portraits and weddings I do tend to agree with presentation for retaining clients

Even though WHCC does drop shipping, I have everything sent to me. I do the same if I order from H&H Color. It just gives me piece of mind.

Drop shipping with WHCC is expensive too.

A lot of good info in this thread... hopefully the OP will gain from it.

My issue with having it shipped to me and then back out again is time... the extra cost IS a factor but sorting through the orders was killing me in the beginning. I decided to keep my prices lower instead of charging for that extra time in sorting/presentation. I have shipped out 750 orders since Jan and it has worked for me so far.

And for those who are wondering my error rate when doing this is about 2%... 99% of those errors are me sending the wrong size on a particialr print. I just ship out a replacement print and a few extra for their time.

That's quite a substantial volume you are doing there - I can see why shipping direct to the client has its appeal. Are these team sports shots?

eigga wrote in post #5821546
......My issue with having it shipped to me and then back out again is time... the extra cost IS a factor but sorting through the orders was killing me in the beginning. I decided to keep my prices lower instead of charging for that extra time in sorting/presentation. I have shipped out 750 orders since Jan and it has worked for me so far........

Yes 95% of my jobs are sports teams, tournaments, performances, events etc.
My cost for packaging materials, shipping, etc is $1 per order and my time involved is simply placing the order and the follow up after delivery (via email)

I have had to make a balance between personalized service and speed/efficiency. I try to balance that out with the communication they after the sale and after the delivery so at least the client knows I do check on things and am concerned with quality.

Out of all those orders this year I typically personally know less than 5% of the people ... but the response has been great so far.

eigga wrote in post #5822275
Yes 95% of my jobs are sports teams, tournaments, performances, events etc.
My cost for packaging materials, shipping, etc is $1 per order and my time involved is simply placing the order and the follow up after delivery (via email)

I have had to make a balance between personalized service and speed/efficiency. I try to balance that out with the communication they after the sale and after the delivery so at least the client knows I do check on things and am concerned with quality.

Out of all those orders this year I typically personally know less than 5% of the people ... but the response has been great so far.

Where do you get the materials for the shipping of photos?