Client unhappy with wallets- Wants new set- Help?

[S-Man]

So a senior portrait client picked up some prints this afternoon and shot me an email once they got home. They were not happy with two sets of wallets (of the same image) they ordered because the image/subject is too small.
As we know, wallets work better for headshots and such, and not so much for wide shots. This was a wide shot (posted below). They said they can't see anything, and wanted to know if I could crop it or something.

I explained that wallets aren't great for wide shots because of the lack of detail in such small prints.
What should I do in this situation? Give them two new sets of wallets out of my pocket? Or charge them for new sets?
Thanks in advance.

[texkam]

I'm assuming they're buying more than wallets and are also paying a session fee. I would ask "what can I do to make you happy". They may offer a more reasonable solution than having you eat all the cost. If they don't, I would eat the cost. : (

[kayumangi]

Question, did you explain what you just said above about wide photos not being good for wallets BEFORE the order was made?

Or did you explain after the fact?

[S-Man]

I didn't explain before the order was made :/
I figured, "Hey, who doesn't know how small a 2.5"x3" wallet print is?" :facepalm:
But yeah, I only explained how it works AFTER they received the prints.


Also, these wallets were included as part of the 'print credit' that comes with the package they purchased.

Two sets of prints for me = 8(edit: 16) wallets. Millers has them for like $3.25 or something for that many so it's not a huge loss for me, but the minimum order for free shipping is $10. Maybe I'll have to order some sample prints :/

This has been quite a difficult client too.

[Jake]

I would just eat the cost and order a new set.

[S-Man]

Yeah I emailed her back and said I'd do that. I urged her to choose another image though.
edit: Oh, and one set = 8, two sets = 16 :/ typo.

[Tom]

I would have her return the original wallets as well.

[S-Man]

It's funny you say this Thomas. She actually asked if she could "exchange" them. But I'm kind of like, she might as well keep them, what am I going to do with them?
Also, how do I word it where it doesn't sound anal. "Yeah I'll get you some new ones, but I need the other ones back..."
I don't want them getting the idea that they can complain about a pic and get free new ones, too.

[Jake]

Originally Posted by S-Man

...But I'm kind of like, she might as well keep them, what am I going to do with them?
....

You can keep them as samples for future clients on what NOT to order as wallets....

[JWCustomPhotography]

Originally Posted by S-Man

It's funny you say this Thomas. She actually asked if she could "exchange" them. But I'm kind of like, she might as well keep them, what am I going to do with them?
Also, how do I word it where it doesn't sound anal. "Yeah I'll get you some new ones, but I need the other ones back..."
I don't want them getting the idea that they can complain about a pic and get free new ones, too.

Yeah that's tough. I'd say if she's nice let her keep it. If she's rude then get it back. When my lab screws up he let's me keep the mess-ups and even will send me damaged stuff. He would rather me make money off it than toss it in the trash. Because if that I have offset all my printing costs.

I agree on getting her new wallets, but I would have told her she would have to wait x time for her order as I only order once or twice a month, or whatever it is so you save on shipping.


Sent from my iPhone using Tapatalk

[Howard Barlow]

Reprint, cropping, or different image, at no charge. Get the originals back, or you will set a precident that WILL come back to bite you.

[thehatguy]

I think if you would have cropped it a bit tighter they
would have been happy campers.

John

[Ernst-Ulrich Schafer]

To be honest I'm surprised with the question! Take care of your customer, period!

One of the lst things I do whenever an order is picked up from my studio is to make contact with that client and make sure there aren't any concerns, if there is I make it right!!!!!

[BenE]

Originally Posted by S-Man

==========They said they can't see anything, and wanted to know if I could crop it or something.

I explained that wallets aren't great for wide shots because of the lack of detail in such small prints.
What should I do in this situation? Give them two new sets of wallets out of my pocket? Or charge them for new sets?
Thanks in advance.

Crop or something?

Why certainly Mrs. Jones, I will be happy to crop it closer for you. I am sorry, I should have done that in the first place.

Just to make sure you will be happy with the cropping, I have printed one out to show you exactly what it will look like.

Originally Posted by S-Man

What should I do in this situation? Give them two new sets of wallets out of my pocket? Or charge them for new sets?

Do whatever it takes to please a customer... unless the demand or request is unreasonable. In this situation, and in my opinion, I do not believe it is an unreasonable request.

[texkam]

You can keep them as samples for future clients on what NOT to order as wallets....

Absolutely. Most of us here can visualize things, so for us something like this is a no-brainer. Many people can't and have to be shown a picture. Same reason projecting an image to size on the client's wall is a good idea. Yep, keep it as a visual aid.

how do I word it where it doesn't sound anal. "Yeah I'll get you some new ones, but I need the other ones back..."

...for my lab to give me credit. Hey, that's the way Walgreen's does it.