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When do you offer to reshoot an angry clients session?


5 years 7 months ago #603461 by MYoung
I have an engagement client from last month that has turned into the biggest PITA.  Sorry but that is even an understatement.  My clients love me and my work.  Not only did these people talk me into giving them a 10% discount (which I never do).  Then through out the shoot it self, they were constantly digging for freebies (which I didn't give them any).  Through out the entire day of the shoot, she was complaining how she hated what her fiancé decided to wear.  She didn't like the alternations that were done to her dress. "this makes me look fat".  she stated a few times during the shoot.  Plus they showed up to the shoot late (35 minutes)!  

When the photos were ready, I heard every excuse about how she didn't like the photos.  

The photos are beautiful.  She is now demanding a reshoot on my dime. Under the circumstances, I can't help to think she just didn't like what her fiancé was wearing and her dress and how it looked.  

Would you reshoot this on your dime?
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5 years 7 months ago #603468 by Nikon Shooter

MYoung wrote: Would you reshoot this on your dime?


I will not answer the question without seeing some pictures,
after all, you are looking for matured opinions I think. I don't
believe any proper answer could come off a hat.
Light is free… capturing it is not!
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5 years 7 months ago - 5 years 7 months ago #603514 by effron
No free reshoot....If you're happy with the pics, you need to decide for yourself if this client is worth it. It doesn't sound like it. Based on your post I'd call it a day and look for greener pastures, so to speak.
Why so serious?
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5 years 7 months ago #603532 by fmw
I have never done retail photography so I'm perhaps not the best person to answer.  I did commercial photography.  But if I had an unhappy client I would reshoot as long as it was reasonable.  Nothing more important than reputation and referrals.  During that time almost all of the reshoots I did happened because the client wanted something different than originally ordered or wanted to add something.  Those reshoots were billed normally.

I did fire one client who made unreasonable demands and complaints.  I reshot everything at my expense and never did any work for them again.
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5 years 7 months ago #603533 by garyrhook
Re: the above comment. One doesn't bill for a reshoot of an engagement session.

If the problems are due to you, then you reshoot. If they are due to the client being "difficult" then you have to figure out what you want out of it.

I'd pin her down on exactly what the problem(s) is/are: specifically what is wrong with the images? If you can get her to clarify, and vocalize that it's just about her/him and associated issues, then point out that she's not pointed out any failure on your part, and ask her what she thinks you should do?

"So, you want me to reshoot the session, for free, because ... I didn't make any mistakes?"

No, you can't say that, and you may not even get her to see reason.

You should also figure out what you're willing to give before having that conversation. Then don't budge. Yes, reputation and word of mouth are important, but your exit strategy is probably, "what do I need to give up to get this over with?" Then do that and move on.

Good luck.
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5 years 7 months ago #603560 by Matt Benton
To many signs in my opinion that show they are after a free lunch.  I wouldn't reshoot.  I would however take the advice that Gary gave and dig into what specifically they didn't like.  
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5 years 7 months ago #603611 by Joelle Shields
:agree:   there is no way I would re shoot this on my dime. 
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5 years 7 months ago #603737 by Juan Anthony
I would have not taken them on, sounds like a head ache from a mile away.
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5 years 7 months ago #603745 by Frisco
Did you check with them on the above specifics?  
Nikon 18-55mm VR, Nikon 70-200mm VRII f/2.8, Nikon 50mm f/1.8, Nikon 10.5mm Fisheye, Nikon 24-70mm f/2.8, SB-700 & SB-800
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5 years 7 months ago #603905 by MYoung
Cross fingers for me, I'm meeting up with them tomorrow at 12 noon!  
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5 years 7 months ago #603971 by Sandy Smith Photos
Good luck with that tomorrow.  Remember, dig for answers. At the end, personally I wouldn't reshoot.  Sounds like they are looking for a free lunch. 
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5 years 7 months ago #604070 by Neillien
good luck - sounds like you've got your work cut out for you
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5 years 7 months ago #604506 by MYoung
Well we worked it out.  She admitted that she wasn't happy with a number of things about the shoot.  But did level with me that these things were largely related to her and her husbands attire.  She agreed to payment me for a reshoot.  I gave her a 10% discount.  
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5 years 7 months ago #604632 by garyrhook

MYoung wrote: Well we worked it out.  She admitted that she wasn't happy with a number of things about the shoot.  But did level with me that these things were largely related to her and her husbands attire.  She agreed to payment me for a reshoot.  I gave her a 10% discount.  


Outstanding! Good for you, and now you'll be well informed as you execute the new shoot.
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5 years 7 months ago #604666 by effron
That was a fine work around.....
Why so serious?
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