How would you handle a client who was 10 months late?

I had a portrait special about 10 months ago where I did a 3 hour session with this couple for $150, but would require them to purchase one of three print packages.  It was an experimental program I was trying.  The couple had access to the watermarked digital files online, and can't seem to pick out which photos they want.  Part of the special, was that you had to pick your photos and package within 30 days.  I have extended this a few times as you can imagine.  They have indicated they like the photos, but keep stalling on picking the final shots.  I'm pretty sure they are stalling because of having to pick up one of the print packages.

This has gone on long enough and I'd like to button this up and would like to do so with out getting under the skin of these people.


Thoughts?  

Well so they already paid for the initial session I am guessing. And the only part that would finish getting the money you were looking for is the printing, am I right?
If that is the case I am afraid that the pooch is screwed on this one, and you will never see them buy a package. Depending on how much you charge for the print package, you may have to weigh whether it is worth it to try legal measures. That is as long as your contract is specific on the fact that they have to buy it all. That you have allowed them to skate this long may not look good even in Small Claims Court to the judge. I am willing to bet they printed them from your site, even with the Watermark on them.
Which brings up another thing. At what size are you using for people to review the photos? If it is of a good size, then stop doing that. Some people will print your photos even if the Watermark goes straight over their faces. Are you making your Watermark intrusive to discourage clients from self-printing images? I know it sucks having to do that, but it is the new world we live in.

Did you have a contract that specifies any terms related to late orders/payments? I agree, I don't think I'd find it worth pursuing or providing prints at this point.

Maybe send a final notice that if they still want prints they need to be ordered by a specific date or you'll go ahead and close out their account (or something to that effect). In the type work I've done (that isn't photography related) a final letter was sent out if a response to phone calls hadn't been received (which was documented) and then the file was closed out (stored for a certain time period and could be started up again if contact was re-established). I'd probably save their photos for a period of time.

I'd suggest they look into having labor induced.

Oh, wait.

Presuming you made your package pricing clear up front (so they knew what they were getting into) I'm going to agree with the above. Everything I've read of late talks about in-person sales, where you show the images (Animoto, printed 5x7s, laptop and lightroom, whatever) in person only. They don't have a gallery until they buy something; for example, you throw in small, watermarked images for FB/etc.

At the very least, having a specified timeframe (30 days?) to review and purchase, then the gallery gets taken down, may be helpful, but I doubt it. They likely did just take screenshots or figured out how to nab them from your site.

It's tragic what people find acceptable.

I am rethinking how I do portrait because of this potential problem, although to date I've not had your situation bite me in the a$$.  I'd prefer to head that off.

Find the right/ideal customer is hard. Send a final prompt, chalk it up to experience, and move on.

Oh, and take their images down.

garyrhook wrote: I'd suggest they look into having labor induced.

Oh, wait.

Presuming you made your package pricing clear up front (so they knew what they were getting into) I'm going to agree with the above. Everything I've read of late talks about in-person sales, where you show the images (Animoto, printed 5x7s, laptop and lightroom, whatever) in person only. They don't have a gallery until they buy something; for example, you throw in small, watermarked images for FB/etc.

At the very least, having a specified timeframe (30 days?) to review and purchase, then the gallery gets taken down, may be helpful, but I doubt it. They likely did just take screenshots or figured out how to nab them from your site.

It's tragic what people find acceptable.

I am rethinking how I do portrait because of this potential problem, although to date I've not had your situation bite me in the a$$.  I'd prefer to head that off.

Find the right/ideal customer is hard. Send a final prompt, chalk it up to experience, and move on.

Oh, and take their images down.

good  advice  

garyrhook wrote: I'd suggest they look into having labor induced.

Oh, wait.

garyrhook wrote: I'd suggest they look into having labor induced.

Oh, wait.

Sounds like it's time to cut them off, and learn your lesson and change your contract to protect yourself.  

 A good baseball bat should work well! I'm afraid I'm from a different era than a lot of you. When I was young and someone welched we beat the cr@p out of them!

Don Fischer wrote:  A good baseball bat should work well! I'm afraid I'm from a different era than a lot of you. When I was young and someone welched we beat the cr@p out of them!

It must have been all that walking up hill both ways in the snow that made you all cranky.

Don Fischer wrote:  A good baseball bat should work well! I'm afraid I'm from a different era than a lot of you. When I was young and someone welched we beat the cr@p out of them!

Don't want to get you mad!  

Interesting special, how did the sales numbers work out at the end?

There are some people who just make bad clients, after 6 months, I wouldn't bother much time towards that.  It would just be a waste of time vs getting new business.  

Cut your losses. I would send them a final message saying that the offer is no longer valid and if they do not order by a specific date the prices will increase(and tell them by how much) and then let it go.

Sux when this happens. I had a wedding client who had pre paid disappear. They contacted me on their 10th anniversary to get there wedding album. I happy made their album but they had to pay extra. 

Alan Nunez wrote: Cut your losses. I would send them a final message saying that the offer is no longer valid and if they do not order by a specific date the prices will increase(and tell them by how much) and then let it go.

Sux when this happens. I had a wedding client who had pre paid disappear. They contacted me on their 10th anniversary to get there wedding album. I happy made their album but they had to pay extra. 

Good advice.  When this much time has gone by, it's best just to turn around and walk the other way.  Learning lesson.