Client ask for a retake of engagement session

[syuan]

I have a couple whom I did an engagement session for. Even before the proofs are up, the bride emailed me and indicated she didn't like any of the pictures from the session (from looking at the camera screen during the session). The couple show up 30 minutes, late, changed their location the last minutes, and now is asking for a retake of the session because they didn't like 'any' of the photos. Would you charge them and how much (full price, 30% off, 50% off, free), if you retake the session?

[Redneck]

If they haven't even seen the retouched pictures, yes, I would charge them full price again.

[syuan]

well, they just saw the retouched picture and said, 'unfortunately, we don't like any of the pictures from the session. we were thinking to retake the session in a indoor setting... <blah blah blah>'. I am thinking 'how would the indoor picture turn out any different than the outdoor ones unless they just don't like trees/grass/sky, but they opted to do the session in a park (outdoor) in the first place.' I can never figure this one out....

[HotHolly]

oh sam, you poor bastard. you caught a bridezilla. what does your contract say about reshoots? defer to that.

we ONLY reshoot if something we did totally screwed up the session - like file corruption.

it sounds like the bride is a control freak and trying to take over the shoot. that doesnt help you or her. you'll both be miserable. asking to see the back of the camera and saying she doesnt like any of them before she even saw anything, changing her mind last sec, showing up late - are all indications of this. i would NOT reshoot if the sole reason is that she doesnt like the photos. she wont like the next round either, & u both will hate each others guts.

you have two options to cut her loose. 1. defer to your contract and stick with what it says, which is probably along the lines of no reshoot. or 2. apologize, refund her session fee and say you don't have what she's looking for.

for some reason, she thinks she's entitled to control everything. in my experience, a photographer can NOT shoot the idea that is in someone else's mind. the result of trying to do so = both parties being disappointed. i dont show anyone the back of my camera. i ask them what their fav shots r on our site, and thats it. everything after that is my decision. how can you control your product and create any kind of continuity, if someone else is controlling your shoot?

i'd cut her loose. probably refund to get rid of her. if you say it diplomatically, she may try to stop you. i'd still ditch her and say its best, b/c you are going to go through this with proofing and processing again. it's not worth it imho. note the warning signs, and dont take this kind of client again. they cost more than they are worth. good luck!

[brad]

I only reshoot if *I* don't like the images.

[syuan]

Unfortunately, there are no provision clause for a reshoot in the contract. well, I told the client I would charge her if she decided to go for a 2nd round. Its my time and skill that she is paying for. without any specific instruction on what type of posing and style that she wants going into a photo session, I take it that she trusts my judgement and likes my style. so if she doesn't like how the photos turn out and it's not due to technical error, well, its a decision (and a risk) that she took when she signed the contract and hired me. with her wedding coming up soon, i think its too much hassle to do the whole cancelation thing. I'll just have to do my best, and if my best is not good enough for her, it's not good enough for her. However, it will not warrant a refund or any other compensation just because the photo is not up to her taste...

[ngoduyviet]

You poor poor bastard

What Holly said Same in my contract as well. I only re-do anything if it's either I don't like it, or there are technical issues.

I bet you 1 buck they won't like the image even if you re-shoot for them

Originally Posted by HotHolly

oh sam, you poor bastard. you caught a bridezilla. what does your contract say about reshoots? defer to that.

we ONLY reshoot if something we did totally screwed up the session - like file corruption.

it sounds like the bride is a control freak and trying to take over the shoot. that doesnt help you or her. you'll both be miserable. asking to see the back of the camera and saying she doesnt like any of them before she even saw anything, changing her mind last sec, showing up late - are all indications of this. i would NOT reshoot if the sole reason is that she doesnt like the photos. she wont like the next round either, & u both will hate each others guts.

you have two options to cut her loose. 1. defer to your contract and stick with what it says, which is probably along the lines of no reshoot. or 2. apologize, refund her session fee and say you don't have what she's looking for.

for some reason, she thinks she's entitled to control everything. in my experience, a photographer can NOT shoot the idea that is in someone else's mind. the result of trying to do so = both parties being disappointed. i dont show anyone the back of my camera. i ask them what their fav shots r on our site, and thats it. everything after that is my decision. how can you control your product and create any kind of continuity, if someone else is controlling your shoot?

i'd cut her loose. probably refund to get rid of her. if you say it diplomatically, she may try to stop you. i'd still ditch her and say its best, b/c you are going to go through this with proofing and processing again. it's not worth it imho. note the warning signs, and dont take this kind of client again. they cost more than they are worth. good luck!

[syuan]

thanks for rubbin' it in, guys

I've had bridezillas before. most of them would listen to fair reasoning if you talk to them nicely. bridezillas are nothing more than type 'A' personality people who get over anxious about their wedding day and every freaking little details that come across their mind. However, I find that if you treat them with respect, communicate with them honestly,and leave room for compromises, most situations they complaint about are resolvable because they feel you have their best interest in mind.

[HotHolly]

i shoot weddings and owned a bridal shop for past (way too many years) of my life. some folks are reasonable, and maybe she is. the point of my post was that if it's what it sounds like, then it's not your fault. i would never rub it in. i swear to God, the daily bride stuff took 10 years off my life. imagine brides, non-stop, all day every day. it makes me puke a little.

[ndsimm]

Originally Posted by hotholly

a photographer can not shoot the idea that is in someone else's mind. The result of trying to do so = both parties being disappointed. I dont show anyone the back of my camera. I ask them what their fav shots r on our site, and thats it. Everything after that is my decision. How can you control your product and create any kind of continuity, if someone else is controlling your shoot?

+1

[texkam]

just because the photo is not up to her taste...

For what reason/s? Was she able to shed some light on this?

[RickD]

Originally Posted by brad

I only reshoot if *I* don't like the images.

+1, especially if I don't feel like I achieved our goals from the shots we discussed in the pre-session.

Some people either like your art or they don't. I found that in most cases, there is an underlying reason for their dissatisfaction.

[cstewart1977]

Holly,

You've put into words, an important nugget of wisdom that I was too have struggled with. I'm always going to keep this in mind. Put it on a fortune cookie or bumper sticker! Thanks!

Originally Posted by HotHolly

................in my experience, a photographer can NOT shoot the idea that is in someone else's mind. the result of trying to do so = both parties being disappointed.............

[syuan]

Originally Posted by HotHolly

i shoot weddings and owned a bridal shop for past (way too many years) of my life. some folks are reasonable, and maybe she is. the point of my post was that if it's what it sounds like, then it's not your fault. i would never rub it in. i swear to God, the daily bride stuff took 10 years off my life. imagine brides, non-stop, all day every day. it makes me puke a little.

My hat off to anyone who can stick with wedding related services for more than 5 years, such as photography and running a bridal shop. And I can totally understand where you're coming from, Holly. it is not an easy business (wedding photography) to be in. And you do need to maintain a certain level of control otherwise the client will wear you out with all the different requests outside the scope of the contract. I was just very frustrated about this particular couple. they seem very nice people when I talked to them. but I have never gotten a reshoot request in the past 5 years doing wedding photography. this is the first. and the reason is simply "i don't like any of the pictures' with no further explaination.... I will have to make the best out of the situation.

[syuan]

Originally Posted by texkam

For what reason/s? Was she able to shed some light on this?

nothing in particular...