The hardest thing is saying no to a customer

[sanmay]

I JUST HAVE TO VENT.
I KNOW I DID THE RIGHT THING, BUT IT FEELS WRONG.

I shot a senior session 2 years ago, they were dilighted.
I shot another senior session a couple of weeks ago for the brother.
The Mother calls me last night and is asking for lower prices on prints. She wants a package just like her daughter's( I know she means just like the prices of her daughters). I had already explained and sent then the current pricing and they were aware of the price increase even before they booked the session.

I had to tell her "NO". It just makes me angry that people would do that or even expect that you would consider. I also understand and put my self in her shoes, she probbably can't afford it, I have mixed emotions. I feel good from the bussines point of view, I know I did the right thing. But I also feel bad, I am a mother and I feel for her, she will not have what she wants from her son's Senior year.

[Rson]

There is a power of the word no and sometimes it opens doors. I bet the mother comes back and humbly purchases at the agree'd price.

[suerenee]

I'm having to do that to a few customers who came to me when I first started out. Hang in there! You have the right to go up on your prices--everyone else does.

Realistically she can't expect to pay the same price for anything a few years later. I'm sure their class rings or letter jackets weren't the same price either.

[Howard Barlow]

Originally Posted by sanmay

I JUST HAVE TO VENT.
I KNOW I DID THE RIGHT THING, BUT IT FEELS WRONG.

It's never wrong to do the right thing. If it was, it wouldn't have been the right thing.

I had already explained and sent then the current pricing and they were aware of the price increase even before they booked the session.

Then, she is showing no respect for you, or your business.

I had to tell her "NO". It just makes me angry that people would do that or even expect that you would consider.

She wants something for nothing.

I also understand and put my self in her shoes, she probbably can't afford it, I have mixed emotions.

Then she can't buy it. It is not your responsibility to adjust to her checkbook. Otoh, she can likely afford it, but is pushing you, so she ends up with her money, instead of giving it to you. Mixed emotions? Who is going to pay for her pictures, her, or you? You're running a business.

I feel good from the bussines point of view, I know I did the right thing.

End of discussion.

But I also feel bad, I am a mother and I feel for her, she will not have what she wants from her son's Senior year.

When you want things for your kids, and can't afford them, do you go to businesses and ask them to financially adopt your kids? This will not be her first, or last, disappointment.

Do not let people manipulate you. This is precisely what this woman is doing. In the final analysis, you have a decision to make... Who is going to run your business, you, or the client?

Oh, if you re going to handle the business end of your business by emotion, you will never be the one in control.

You're a big girl. Run your business.
..................

How is that 580EXII working for you?

[jubb]

You have to stand your ground or you will not have the respect of your client. I usually try to hold my ground and then throw in something extra on my own terms as an act of good faith. You want a happy client who respects you as a professional, it's usually pretty tricky to pull off.

[SCone]

Never tell them what you CAN'T do... always present it as what you CAN do

[TheYard]

Originally Posted by SCone

Never tell them what you CAN'T do... always present it as what you CAN do

golden



(from a salespersons stand point)

[osimages]

I might have used the opportunity to get more business by asking the client for a referral. If the referral used my services, I would reward them with more prints or something.

[osimages]

Originally Posted by SCone

Never tell them what you CAN'T do... always present it as what you CAN do

Exactly.

[Jusselin]

Originally Posted by SCone

Never tell them what you CAN'T do... always present it as what you CAN do

Originally Posted by osimages

I might have used the opportunity to get more business by asking the client for a referral. If the referral used my services, I would reward them with more prints or something.

/thread

[texkam]

I shot a senior session 2 years ago, they were delighted.

The client has had a positive experience with you and she's willing to walk and start the process from scratch with someone else that she may not end up being delighted with over what is probably a nominal price increase? Possible, but not probable. She probably recently watched a segment on the news about "how you can negotiate with your doctor, car mechanic, etc. to save money".

1. It's 2 years later, ....and 2. you are probably even a better photographer now.

[J Eddington]

1. "I am sorry but I am unable to adjust my prices, BUT I can give you a discount of ??% on any amount over??"
OR
2. "I understand that my prices have increased, I would be willing to set up a payment plan where you can pay over the next 6?? weeks. I will be happy to place your order after I receive the final payment."

[guillermo]

These are trying times for everybody but she should have discussed this prior to the shoot. I am not saying that she is right, she is wrong but I would like to offer a different perspective. If she had brought it up prior to the shoot maybe you could have found a compromise since she was a repeat customer. People spend lot's of money in marketing but are not willing to give a discount to an old customer. It is harder to find a new customer than to keep an old one.

[Angelo]

Betty, this is a decision you are going to have to make.
If you are not able to convince your customer and decide to stand your ground then you would lose the business and most likely referrals from that family.

If you decide to bend to their wishes you will have to give them and everyone they refer to you discounts. And telling them not to say anything to anyone about your discount doesn't work.

You have a decision to make. Either decision you make will be right and wrong.

[sanmay]

Hey Howard! Thanks so much for the talk...You are right, I am over it :) she can keep her money and I will keep her images.

The 580 is awesome, still using it, as a matter of fact...I used it for the shoot.
Thanks.