(Closed) Bride Isn't Happy with Photos

posted 7 years ago in Photos/Videos
Post # 17
Member
1227 posts
Bumble bee

@jenfur:  When I had a career in retail management, this ws my go-to line for an upset customer: “What can i do to make this right for you?”

95% of the time, the customer always asked for something far less than what I would have offered. Depending on the situation, I would do what they asked, and go a step further (“I’m going to have another one shipped in from another store tonight, but please accept this gift certificate as a token of my regret for your troubles”)

You don’t have to give her what she asks for, but it will let you know what she’s interested in (refund? another shoot? products?) and give you somewhere to start negotiating with her.

And of course, a heartfelt apology that she feels disappointed costs nothing and is the best place to start.

Post # 18
Member
4810 posts
Honey bee
  • Wedding: June 2014

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@jenfur:   I think it is lovely of you to go above and beyond, sensing the bride’s disappointment.  Perhaps you could ask her what you could offer to brighten the memories of the day a bit?   Perhaps the people she wanted shots of will be together again (assuming they don’t live close by) on a holiday, and you could get shots then?  Something along those lines?  Again, I really admire what you are offering, since you weren’t given apecific instructions and aren’t a mind reader, it is wonderful of you to make the effort.  

Post # 20
Member
1285 posts
Bumble bee
  • Wedding: October 2011

If she didn’t tell you she wanted the shot, you had no way of knowing. I had a list of specific people I wanted in each shot, coordinate getting them to the location early, keep them in one location so they are ready for their shot, and allow for ample time. The photographer didn’t specifically ask me to do all of this, but I thought it was common knowledge that the people getting their pictures taken had to put in a little effort too.

An idea of making it up to her is to give her a gift certificate for you to do family portaits. That could mean you take pictures at the family holiday party (NOT on the actual holiday) or (and I would love this!) offer to take pictures of their first born (i.e. newborn shots).

Post # 21
Member
1227 posts
Bumble bee

Wow, not too many business owners commenting on this thread, are there? lol

Post # 22
Member
1285 posts
Bumble bee

@jenfur:  How long have you officially been in wedding photography business and how many per year do you photograph? Professional photographers meet with their clients prior to the wedding and get a formal shot list from their clients and go over any details of the wedding day, especially, and most critically, A TIMELINE of the day…so we know we have enough time to SHOOT everything and allow for travel time in between.  This all comes from experience. Sorry, but it’s true.  

Timeline, timeline, timeline. CRITICAL part of a photographer and Bride/Groom day.

 

Post # 23
Member
716 posts
Busy bee

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@jenfur:  Wow, going from 90 min to <30, that’s a squeeze.  It’s unfortunate really and you’re not a mind reader.  Like pp said, maybe offer an additional print or frame or something.  

Post # 24
Member
3194 posts
Sugar bee
  • Wedding: October 2013

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@jenfur:  i second some other PP’s in saying that it is awesome and beyond the call of duty for you to be offering her something. it’s totally her fault, but making it up to her shows that you’re not just interested in following the bare minimum of the letter in your contract, but that you care about your brides and clients on a personal level. and i think that is awesome.

i’d say offer her something small, a canvas wrap print or a free mini-anniversary-session.

Post # 25
Member
474 posts
Helper bee
  • Wedding: July 2013

Don’t offer any money back.

I understand you’re cringing on the inside for making her feel bad. So, if anything, a reasonable possibility for both parties is you could offer her a credit towards prints, or partial credit for a future session or an album if it was a la carte…).

 

Post # 26
Member
4198 posts
Honey bee
  • Wedding: November 2019 - Canada

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@jenfur:  I think its SO great that you are being pro-active in making your bride as happy as possible, thats so wonderful of you! I think you did the absolute best you could in a hectic situation, and the bride HAS to know that! If I was the bride, having you ask “what can i do to make you happier” would make my day. You cant go back and re-do it, and it really is her fault for not providing enough time, or a list of ALL the combinations she wanted, and she likely knows that. I’d offer her a canvas, a photo album, a session later on. I dont agree that she’ll give you bad review – if she’s logical she’ll know that you did the best you could, so offering her a session later on wouldnt be a bad suggestion!

Post # 27
Member
1285 posts
Bumble bee
  • Wedding: October 2011

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@rickhurst35:  She did have a timeline, for whatever reason, the time to take the photographs went from 90 minutes to 30 minutes the day of. The photos that the bride misses were not listed in the brides ‘must take’ list and aren’t truly common. 

Post # 29
Member
1115 posts
Bumble bee
  • Wedding: September 2012

I say apologize and move on.  My photog missed some photos I wanted and I asked if she had them, she sent along a few (she had taken them but didnt’ think they were up to her standards so she hadn’t sent them to begin with) but some were just missed.  I was happy she looked for me and did send along the ones that she did.  I think with your situation it’s not your fault you missed the shots that werent’ asked for and you shouldn’t offer any money off.  I’d just say you were sorry and move on.

Post # 30
Member
212 posts
Helper bee
  • Wedding: October 2013

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@jenfur:  You are very kind to put yourself out to make it right.  I’m a photographer too and I know it’s terrifying when there’s any hint that the clients aren’t completely over-the-moon satisfied.  But you legally covered yourself and did what you were asked.  If you end up with a zilla or an overly demanding bride that things your psychic, there’s only so much you can do.  If she didn’t supply you with a detailed shot list and didn’t manager her day-of timeline to accomodate her own requests (we aren’t magicians) than the missing photos are totally on her.

Post # 31
Member
1077 posts
Bumble bee
  • Wedding: October 2014 - Greenbrier Country Club

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@SeaSalt:  +1

 

Ask her what you can do it make it right.

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