No "proofs" will leave the studio.

[BenE]

After visiting with several photographers who tell me they have various methods of showing customers proofs, or previews, the consensus seems to be that they do not allow anyone to take anything out of the studio, either prints or digital. Most of those also do not use any online venue, which I certainly understand, because most believe that lowers sales, and you only become an order taker.

So, for those who do not, here is my question?

What about a situation where mom works, dad works, and the child or children are in some activities that do not allow all of them to take off time to come in and view?

What about a high school senior? Once again, both parents work and the senior is going to school or in some other activity during the day?

The larger the city, the more of a problem, as I see it. Using familiar Texas cities as an example.:

A high school senior from Arlington, where the family lives, and dad works in downtown Ft. Worth, but mom works in south Ft. Worth (Burleson or Mansfield) , maybe each of them 30 minutes or more from your studio?
That could mean as much as 2 hours or more for them to be absent from work.

Do you accommodate them after hours, or on weekends? I can't see how that would work if you did many sessions. I figure a viewing session can take from 30 minutes (but that is rare) to an hour. So if you shot just 150 sessions a year, you have to work after hours or on weekends an extra 150 hours. Even if you had only 50% of your customers that you had to accommodate....... Oh my!

Do you just tell them if they cannot all make it, then only mom , or only dad will need to be decision maker and the others will have to be content with that decision?

[Howard Barlow]

When I shot film, I sent proof books home. It worked well, sales were good, I don't believe I had any real problems with scanning. However, after I went digital, all previews are in studio only. Period. No exceptions. None. Zero. Zip. Nada.

With proof books, I had to wait for them to decide when they would come in, regardless of due dates, etc. Some mailed the books to Grandma for her to make selections. Most came back within a week or two, but some never came back.

I carefully explain they will make ALL decisions in the studio. If anyone else would like to see them, but can't come in, "You will make their decision for them. I know this doesn't suit everyone, but there are other photographers who will do such. I do not." I have yet to lose a client because of it.

[Ernst-Ulrich Schafer]

Ben, I do accomedate Mom & Dads when it comes to an ordering appt. Tues and Thurs I'll stay late for them and I also schedule ordering appts on Sat. However there is one ordering appt and they need to be ready to place that portrait order. I try and educate everyone ahead of time to my policies.

[MyKey]

Ben I understand what your saying and as Ernst-Ulrich said above I think you should try and work around schedules but only to a point. If you continue to bend over backwards, adjust for everyone's work schedule you will run yourself into the ground.

The old saying "you never make yourself happy if you try and make everyone else happy first" is so true. ITS YOUR BUSINESS so while working with people is a key you still need to make limits to everyone.

Just like any other business you need to have rules and limitations and if the client truly wants the product you are offering they will work around their schedules to get it. Just be open, honest and straight forward with them and you wont have any issues.

[J Eddington]

What if they prepaid for their "package" and took a proofbook. There is no refund on this. Return the book and place the order. The biggest problem with this is that usually they don't upgrade to a larger package or do any add on's. Even if they scan the book you still sold the package which makes you happy.

[Howard Barlow]

There are problems there, too, Janice. When we sent out proof books, it was for face value, or more, with the understanding they got the money applied to their purchase IF they returned on time, in the same condition. Most did, many did not.

If we tried to enforce the rule, that was the total sale. So, we had to let it slide, generally. But, we almost always sold the proof book as an add on.

I quit packages several years ago, as once a package was selected, 90% of the time, they locked themselves into that. Very little add on. Since going a la carte, my sales have gone up 2-3-4X, every time.

[Ernst-Ulrich Schafer]

Same here Howard, No packages since I started my business and all A la Carte. Works quite well for me.

[HotHolly]

Originally Posted by BenE

That could mean as much as 2 hours or more for them to be absent from work.

You are over-thinking this way too much. It doesnt have to be this complicated. You are exactly right - they may miss 2 hours of work. The part you are forgetting is that they may think ITS WORTH IT.

Clients tend to follow the photogs lead, so you set the rules for what's normal. We do 100% in-studio proofing only. And you're right. Kids and parents have crazy schedules, but they do find time to do whats important.

Suggestion- set up proofing times on different days of the week/ different times. Maybe offer one night time session. Have them book those the same way they would a shoot. We've gotten so busy that I have set shoot days, proofing times, and pick up times. Its rare I have to go up outside of those times. We're a low volume studio, so this volume is outa whack for us. I'm booked to capacity for the rest of the year. And many of those sessions are teens. I thought they would gripe a little about being forced into time slots and pick up times, but they arent. They are jumping up and down, thanking me, and hugging me.

When portraits are a priority, they act different. How they should be acting, in large part, is determined by you. Dont sound apologetic for having pick up times or having to set proofing times on certain days. This is your business, dude. If you dont run it, it'll run you - and that sucks.

[BenE]

Interesting replies.

However, some of you have made assumptions about how I handle this situation.
It isn't a matter of me bending over backwards, or about it "being your business, dude. If you don't run it, it'll run you. " I was asking about specific situations when a policy might impose a hardship on some families.

Sometimes I see replies that speak about offering great customer service and not being 100% inflexible when it comes to our policies.

This policy however seems to be one of those that is 100% inflexible with many, and trying to make an effort to work with a customer is not a consideration, except for a few who do book viewings after regular hours or on weekends.

My other question concerned the amount of time it takes. I can understand a studio that has a sales staff might be able to have viewings all day long, while the photographer is still shooting, and others might be booking sessions.

For smaller studios, the time might be a factor if you shoot many sessions.

[HotHolly]

Originally Posted by BenE

If you don't run it, it'll run you. " I was asking about specific situations when a policy might impose a hardship on some families.

I know exactly what you're talking about. It has run me into the ground in the past. And I dont have 5 staffers proofing for me. There are a few different ways to look at policies. Mine is that the policies should help set expectations for the client AND help the photog.

About hardships on families - there is ALWAYS something thats going on. I try to help clients, but stay within the studios policies. Those rules are there for both of us. Good policies help/ protect the client AND the photog.

[BenE]

Originally Posted by HotHolly

I know exactly what you're talking about. It has run me into the ground in the past. And I dont have 5 staffers proofing for me. There are a few different ways to look at policies. Mine is that the policies should help set expectations for the client AND help the photog.

About hardships on families - there is ALWAYS something thats going on. I try to help clients, but stay within the studios policies. Those rules are there for both of us. Good policies help/ protect the client AND the photog.

The quote was from your post.

Originally Posted by HotHolly

This is your business, dude. If you dont run it, it'll run you - and that sucks.

Originally Posted by HotHolly

We're a low volume studio, so this volume is outa whack for us. I'm booked to capacity for the rest of the year. And many of those sessions are teens.

I suppose low volume means different things to different people.

[bryanlindsey]

Originally Posted by HotHolly

You are over-thinking this way too much.
Clients tend to follow the photogs lead, so you set the rules for what's normal. When portraits are a priority, they act different. How they should be acting, in large part, is determined by you. This is your business, dude. If you dont run it, it'll run you - and that sucks.

I like it. Although most have not achieved this level of success, we can fake it till we make it

[d2creative]

I had a photoshoot recently with another photographer and this was the one thing that really irritated me.

We are not from here. We have family back on the east coast. So how the eff are they supposed to see prints or order anything from the photographer when they won't put a gallery or anything online???? Grrrr... so not only did we have to buy all the 5x7's, we now have to scan them and email them or send the originals snail mail. I have to spend money and do extra work, so the photographer can make more money. Uhhhh....

[BenE]

Originally Posted by d2creative

I had a photoshoot recently with another photographer and this was the one thing that really irritated me.

We are not from here. We have family back on the east coast. So how the eff are they supposed to see prints or order anything from the photographer when they won't put a gallery or anything online???? Grrrr... so not only did we have to buy all the 5x7's, we now have to scan them and email them or send the originals snail mail. I have to spend money and do extra work, so the photographer can make more money. Uhhhh....

Since I made the OP, and since no one else has replied to your post, I will jump back in.

There are situations where family from out of town might want to see some of the previews, but usually they are not that interested in seeing all of them.

You mentioned you had to purchase all the 5x7's, so I am not sure what this was; a portrait, wedding, or just some candids. Other than a wedding, I am not sure why distant relatives need to see all images, but that is not really relevant, I guess.

Anyway, if there is a need for others from out of town to order, I do have a couple of programs that will create a .exe file with the images. There are probably other programs that will accomplish the same thing, but these place all images in the .exe folder and can be programed to expire after a certain amount of time or a certain number of views.

[d2creative]

Originally Posted by BenE

Since I made the OP, and since no one else has replied to your post, I will jump back in.

There are situations where family from out of town might want to see some of the previews, but usually they are not that interested in seeing all of them.

You mentioned you had to purchase all the 5x7's, so I am not sure what this was; a portrait, wedding, or just some candids. Other than a wedding, I am not sure why distant relatives need to see all images, but that is not really relevant, I guess.

Anyway, if there is a need for others from out of town to order, I do have a couple of programs that will create a .exe file with the images. There are probably other programs that will accomplish the same thing, but these place all images in the .exe folder and can be programed to expire after a certain amount of time or a certain number of views.

It was a portrait session the first time and a newborn session the second time.
Family would like to have a portrait of us more than we would! And of their first grand daughter? OMG, they are excited. But they can't see the images.

a) it's a hassle for your client
b) you're losing possible sales for the 10 minutes it takes to throw up a web gallery.

I use photoshelter for my commercial shoots and every client gets to see their images online in a password protected gallery, make lightboxes, send out secure invites to others, download low-res or hi-res as set by me, order prints, and I can set an expiration date. It literally takes 5 minutes of my time but the value added for the client is huge.