Standards and expectations

Do you have a standard description of what your clients will get for their money? You would be surprised how many people do not detail what they are offering and it can easily lead to expensive disputes.

For example, if you sell your digital masters, do you specify what the master actually is? Do you say it is a 20mb TIF file suitable for printing up to a certain size? Is it your standard, or do you make it up as you go along?

When providing prints to you specify the weight of the paper? Do you have more than one quality paper? Do you offer with and without borders?

Lots of questions, but the answer is quite simple. Have a document that specifies exactly what the client can expect from you as far as the end result is concerned and exactly what your services are. If there are options, detail them and keep them up-to-date. You can modify the specification sheet(s) into an order form (more on that in another post) so your client can see the options. For example, I offer high quality framed prints and you would be surprised how many people go for them instead of a cheaper 8x10 and doing it themselves. They do this because that option is clearly listed for them to see.

It simply comes down to clarifying the client's expectations and letting them know what you have to offer. Having a set of standards that you work to will give the right impression to your client. Those without standards leave themselves wide open to disputes and come across as unprofessional. Just make sure you both understand any chosen options and exactly what products/services will be provided.

You can also use the standards to your benefit. If you convert from RAW to TIF using an 8mp camera you will end up with a TIF file of around 20mb. Now that's an impressive number to a client, so make sure you quote it. Even if you are only providing prints to them, specify that they come from a 20mb digital master. The same goes for the paper you use if you are doing the printing. I always specify Fine Art paper, not only because it happens to be the best, but using Fine Art in the description sets it above a standard print.

Services are no different from the final product. If you are going to a client's house to take family portraits, what are you taking with you? If you have a nice flash set-up and portable backdrops, then list them as part of the service you are providing. Do you allow them to evaluate the pictures on a laptop before you leave? If you do, list it as one of the extra special services you provide. Should they ask if they can have a copy on CD of the pictures, of course they can, it is just a matter of price. But you did specify this in your options, didn't you?

List down everything you offer that isn't a product and that is a service. Then, list everything that is a product. Turn this into your set of standards and offerings that your clients can expect. It does not matter if you are a wedding photographer selling to the B&G or a sports photographer selling to magazines, having a set of standards you work to/with tells them exactly what they will get. It also helps you to work better, save time and make more money.

One last point. Only put down what you can deliver. Never ever work on the 'wish and a prayer' method, you will fail as sure as day follows night. Be clear, be accurate and be professional.

Excellent advice

Good advice Ken.

You started that book yet ?

Ian

well thought out and put together

Kenny G

Hello this is a question about your thread and also a technical question.
My literature says I offer up to 10x8 in size.
Now the picture that comes out the camera is 6x4, my lab will print a 7.5x5 so thats great, but how do I explain that if they require a 10x8 then the original 6x4 that they see will be cropped a bit more.

This has been bugging me for a while, or am I so dumb that you can actually resize a 6x4 to a 10x8 without loss of the original image?

Apologies if this is a stupid question, but I visited someone last night and had trouble explaining the theory to her without confusing her and yself.

dpp: Images printed at 300ppi and above look awesome. When you say the picture that comes out of your camera is 6x4, what do you mean?

I only shoot my digital rebel @ 6MP RAW. I just opened up one of my CRWs fresh from the cam, and that's 3072x2048. Document size is 12.8x8.533in @ 240ppi. That makes it 6x10 @ 300ppi.

When my friend shoots professionally, he offers up to 10x15in @ 200ppi and people don't seem to mind. At large sizes, I think people would put these up on walls instead of trying to pick out every little detail. Mind you, 200ppi is still a decent resolution. I, myself, am happy with 5x7s

DPP, I use a lab that will print to any size, even an odd one. I can specify borders etc. and their work is just stunning. I do quite a lot at 15x11 which is a non-standard size, and they frame up just superb. They print from a roll and then cut the image with or without borders. For the run-of-the-mill stuff I print at 11x8 (UK A4 size), which has the same ratio as the special 15x11. However, using a lab like this is only viable for large prints. I normally do all my work based on UK A4 size as I have never been asked for anything smaller, strange as it may seem.

The cost is slightly higher using the lab to do special sizes, but 90% of the larger prints are framed and the price I charge takes this into account.

However, most of my work goes for magazine publication where size does not matter. They want images that are not too tightly framed so they can crop to suit the layout and of a quality that meets their standards. It is great letting someone else worry about the printing.

I lay out my options carefully and won't deviate from them, unless the client is prepared to pay the extra costs involved, such as any necessary pre-print work. You need to make this quite clear in your price list. You can also make it clear that a very small part of the sides of the picture are removed to fit it on an 8x10, but the pictures were taken with this in mind. Avoid getting technical or playing around with the math, you will only cause confusion. Keep the explanation simple.

I think that this is a great post that brings up some excellent points.

Speaking for myself, for everything other than my event photography, I write quote letters. Whether it be family portraits or DVD presentations I follow this basic workflow:

1) Discuss project with client and discuss scope and price
2) Write quote letter and submit for commencement or comment
3) Revise quote letter if necessary
4) Retrieve letter (which doubles as contract) and deposit
5) Write receipt letter thanking them for opportunity, acknowledging deposit and appointment time(s)

I know it seems involved. But my quote letters spell it out in plain view. What the scope is, what the deliverables are and what the time frame is. It is all there. But in addition I add the "additional services" section stating related services that I offer that are not part of this quote. And I have found that no quote is complete without the "private trade practices/valid life of quote" paragraph.

All of this makes the client more aware of what is expected from each party, aware of related services and also clear on price and timetable. But most important it creates a professional image that I have found to be well worth the time and effort.

- Digital Prophet -

I use to run into this problem all the time when I use to work in photofinishing. Many people just cant seem to get their minds around the format ratio. I used three prints to help illustrate it. Make a 4x6 proof like they will receive and then make 2 straight uncropped 8x12 enlargements of the same image. Then take one of the enlargements and trim one inch off of each end. Now they can see that an 8x10 is more square than a 4x6 or 8x12 and that some of the image will be cropped.

Great advice!!!! I have done 8 weddings and never had a problem until the last one. I didnt get sued or anything but, I should have had a contract so everyone was clear on what was provided for what price. Anyway I learned my lesson and I will not do another wedding without a contract. Thanks BE

I did a wedding for a friend of a friend. Originaly we had agreed on only formals afterword. $400. + 100 proofs. But since she was a friend of a friend plus I told her" I am just getting started and anything I do is for experiance + portfolio anyway., I told the bride I would do the wedding + reception at no extra cost. Sooo what happend that pi$$ed the bride off was that a few of the pictures of everyone coming down the isle did not turn out great. Mind you I was told very sternly by the pastor not to use my flash even during that part of the ceremony and, not to be disruptive.(gotta love that) After all of the guests stood up and started using there cameras with flashes I turned mine on got a few shots. I could not use it during the ceramony though. Every picture execpt the isle shots turned out beutifull though. Keep in mind also that I am using a digital camera which you probably know cannot be ajusted for low light quite as well as 35 mil. Anyway the bride was I thought way to upset about the whole thing and for that price I feel that I did her a favor. Later I was told by other friends that know her that thats just the way she is. Very picky ! (Wish they told me this before). I apologized profusely and let her know that I was just concerned with the quality as she was. I also gave her more proofs then agreed upon 10 5x7s + 3 8x10s one framed. Not even a thank you. I am sure she has tryed to rune whatever small reputation I have. Also I had done one another wedding where no flash was allowed and Bride and Groom were very happy. + that brides father was a photographer but she did not want him to have to do that during her wedding. So now I am thinking it is probably better to have contract. Thanks BE

Actually, I don't shoot weddings. Whenever anyone asks me what kind of photogaphy I do I say that I am an "ABW" photographer. "ANYTHING BUT WEDDINGS!"

I just use this technique to explain to photofinishing customers why they can't get 8x10's that look just like their 4x6's

I have come to the conclusion that weddings are possably more of a pain then they are worth. I am not saying I wont do them anymore but, I am trying to put a portrait studio together and concentrate on that more. Thanks BE

do you have adobe photoshop? when used with the extensis smartscale plugin you can elarge any digital image up to 1600% with no loss of print quality . .

Bloo I believe I would have called for a meeting with the B&G and someone from the church. Once all together I would have asked why no one from the church told the B&G that there would be no photography before they booked the church? Lay blame where balme should lie.

Then again maybe the B&G were aware of the rule and just thought it didn't apply to "their" wedding and you would be willing to bend the rules for them as well as the church.