CD wanted by client....ugh..

[suerenee]

I have a client who shot a family session with 2 weeks ago. She asked me to sell her just a CD. If offered her a CD for the same price as my smallest print package--$425--which I felt was more than generous. My goal on every session is to sell that package which has 15 gift prints. CDs are included at no extra cost with my largest print packages that are in the $2K range. (my thinking is that it is the same $ I'd make on a wedding where I give disks.)

Here was her reply:
"Are you aware that professional and school photographers are now selling picture CD's, including print rights, with packages? The photographer for the high school band will sell the CD along with the highest priced package and both my kids came home with picture order forms that included CD's with certain packages. I understand photographering, printing, finishing and copying wedding photos would warrant a price tag of $500.00+. That's at least 3 to 6 hours, (if not more), of constant photographing, as well as staged photo's and all the work involved after the fact. But are you telling me that you will sell me a picture CD of less then an hours worth of photo's, (of course not counting the editing, finishing, etc involved), for roughly the same price? I am very pleased with the photo's and would very much like to have a CD copy to keep. Believe me, these pictures are a wonderful conclusion to a long time of trying to schedule a date to do this and I'm not sure when I'll have the opportunity again before the kids are grown and gone. Please reconsider this dollar amount for the picture CD."

I know that she is ill-informed since I don't shoot a wedding for less than $1,000. I hate that she's compared me to the band photographer b/c they are capturing 150+ kids at a time so there is some business volume there. I paid $45 per kid this year from the school photographer and got crappy, flat looking pictures (2 light set up, no hair light). My work is not just "taking pictures" and I know I spend SEVERAL hours working on her session--from preconsult, rescheduling to another day, busting my hump to get the session completed in time for Dad to be home to watch the cowboys, etc. We won't even start with CODB associated with running my biz.

I know I'm not the only person out there battling the battle of "I sell prints not CDs." Any words of wisdom from the masses?

[Ernst-Ulrich Schafer]

Yep, Hear it time and time again. Here's my words of wisdom, WHO IS RUNNING YOUR BUSINESS!!!

[suerenee]

Originally Posted by Ernst-Ulrich Schafer

Yep, Hear it time and time again. Here's my words of wisdom, WHO IS RUNNING YOUR BUSINESS!!!

Great words.

I agree. I run my biz. I want to keep her happy (she has 2 in high school who will need senior portraits) but I won't be taken advantage of.

And she knew my prices going in.

I miss film days (although I wasn't a photog back then). There is power in the negatives. Digital files don't seem to hold value to people.

[Ernst-Ulrich Schafer]

We all should want to keep all of our clients happy. I try and educate them early on and let them know if that's all their after (a CD) they need to find another photographer.
I value who I am and what I offer to my cllients. I don't just take pretty pictures, I give my heart, soul and art to all those that allow me to do so. Plus I make more money when I sell portraits and not just hand over a CD no matter what the price.

[PeteQ]

Did you cover in the consultation that you either:
A) Did not sell files
or
B) Would sell the files at $X cost or whenever $X tier is reached?

Whichever you advised her of in your consult, stick with it now. If you didn't then you are in a more defensive position but it is still your business.

That's why I insist on a written agreement/contract for every client before shooting. Even if it is a quick head shot I still have an email note that confirms the time, place, price and deliverables for that price.

[suerenee]

Yup--contract for session + $100 print credit. I know I'm good legally. I just want to meet her needs but not get screwed. My email to her is going to clarify that she knew what she was getting when we started.

I'm also inspired by this. I have my daughters' crappy school pictures. Going to do their portraits this weekend and do a comparison blog. You get what you pay for people!

[kayumangi]

No point in arguing with her. Any bad press even if its ill-informed is still bad press.


Just state that you're not a band photographer and that's how it is, she can either take it or leave it.

[camera shy]

Talk to her like your are talking to us and explain your position. It will leave a better impression than stonewalling or trying to argue a point.

[PeteQ]

One more tidbit. Pick up the phone and call her. All too often email escalates issues like this because you cannot really discuss, it just becomes "telling" and that will often make clients defensive. Email, while convenient, lacks the personal touch that will often smooth things out. We want people to treat us as individuals and artists but with email we can come across as a faceless entity...

Any time there is ANY kind of issue I will pick up the phone, sort it out and then tell my client I will send an email so we both have a copy of something that sums up what we talked about for our reference.

I disagree with kayumangi's position and attitude. Maybe it wasn't meant the way it came across but you can see how the sentiment is lost in an email or post.

I never tell a client no. I don't. What I do is listen to their needs/concerns and then give them options to choose from. They may elect not to take any of my offerings, but that is them saying "no" and not me. And my options are always more than "take it or leave it".

[Jake]

Wow, what a rude email. I'd tell her I did "reconsider this dollar amount" and it's now $1500 for the CD.
I wouldn't really say that, but still.....

[suerenee]

Here's the draft of my reply (I want to do email so I have a paper trail.)


Dear Client,
I am happy that you are please with your photographs. I am in the business of creating great portraits of families that they can cherish and enjoy for a long time. Portraiture is a true dying art in this digital age. When I started into my business I made the decision not to just sell CDs because there is no control over printing once you release that CD. I believe that the quality of prints at consumer labs (Sam's, Wal-mart, CVS) are subpar to the professional prints I offer my clients. All of my prints are printed on high quality paper (often Metallic) and mounted on press board to assure that they are beautiful and durable.

I, too received the photo release for my girls photos this year. I paid $45 each for photos that are flat and have no personality. School photographers are dealing in volume. I deal with families...one at a time.

As for the pricing structure you brought up-- I do not shoot a wedding for less than $1,000. My cost of doing business is high--my equipment is not cheap. I have to pay for travel, taxes and insurance and my time shooting is normally about 1/5 of the time I spend on a client's session. My prices are not just set on the final delivered product but also the labor involved (just like your plumber or hairdresser.)

You currently have $100 in credit with me. You can apply that to the $425 for the images and I will happily deliver you a disk for $351.82 or you can order the photos you want printed. My cut off date for Christmas orders is December 15, 2010.

Regards,
SWL

[KdLaneJr]

Too wordy in my opinion.

Simply thank her for pointing out that you are not charging enough for the CD, raise your price on it and point out she has a "print" credit to use on prints which does not include the CD.

[kayumangi]

@Pete: I agree my response may seem a bit rude but it was the client who drew first blood so to speak.

My inclination for this kind of exchanges is not to encourage them further and just state that that's how I conduct my business. I will not argue because more than likely they've made up their minds. Now if the tone was a bit different then I would be more than happy to bend over a bit. I guess I've become jaded.

[suerenee]

Originally Posted by KdLaneJr

Too wordy in my opinion.

Simply thank her for pointing out that you are not charging enough for the CD, raise your price on it and point out she has a "print" credit to use on prints which does not include the CD.

I have a tendency to be too wordy....so that's a great point worth taking.

My listed price on the CD is more than what I was charging her--I was working a deal for her b/c she has a crazy situation with Ex and family...which i totally understand having the same thing myself....

I don't want to be snotty but I do want her to see the value of my work.

[KdLaneJr]

Unfortunately, the information you just provided indicates why she wants you to lower the CD price more..., you have already lowered it once. Your client now thinks she's in the drivers seat and has room to bargain.

If your print credit is really a print credit.. and you are also allowing her to apply it to the CD, stick to your price and encourage her to apply the print credit to the CD before the print credit expires.

You do have a time limit on the print credit don't you..? If not, that is something you need to consider in the future.