How do y'all handle this?

[OversighT]

Here's my normal routine for client proofs:

1. Shoot the photos
2. Go home, separate the wheat from the chaff
3. Edit all of the good photos (sometimes I present several different options for the same shot... like b/w, desaturated, and sepia)
4. Post all proofs online
5. Client emails me their print choices from those presented
6. Crop and send selections to the lab
7. Deliver prints to client

Now, I have a client who chose photos with processing options that I didn't present her in the proof set.

Example:
IMG_1001_antique.jpg was presented
IMG_1001_bw.jpg was presented

IMG_1002.jpg was presented

IMG_1003_sepia.jpg was presented

Client orders IMG_1001_sepia.jpg

Do any of you run into this situation and if so how do you handle it? I'm beginning to think it's better to just present the client the single best look for a particular photo and leave it at that. I spent about 5 hours editing the proofs and another 3 hours pulling together her large print order and now she has chosen 4 photos with processing types that I didn't offer her so I'd have to reprocess the files.

She also did this for crops... i.e. I presented a photo that was shot and cropped with the rule of thirds in mind (since I was shooting on a black background there is negative space on one side of the frame) and she asked me to center it.

Is the customer always right or do we have the right to say "no" because ultimately the work is a reflection of us?

If this sounds like whining to you let me know. If this is business as usual for the industry I'll just suck it up and do what the client asks.


T.

[epoh]

If they requested sepia when you've offered color & b&w or they want b&w and you've only posted color I'd probably go ahead and do that, since it shouldn't take but a min or two. As for re-cropping I'd probably try and explain that you've cropped the photo that particular way to make the photo look it's best.

[ShutterBrain]

Anything can be done.... for a price?

[adirty1]

you can guide some one and educate them but it all comes down to what they want.... just like working with the art director...you shoot what they want and then you do something different. sometimes you get a demanding client...My favorite reply is yes we can do that but it's going to cost extra.

[Michael Boggan]

Extra Cost.....always a good answer.

[ndsimm]

"I would love to offer the images you have selected in the manner you have chosen, but please be aware that there will be an additional cost for the additional processing and preparation of the images beyond what has already been delivered. Please let me know how you want to proceed, thanks"

[LoungeLizard]

It's entirely up to you - how much effort vs. return on that effort. Also depends on the expectations you've put in place. If you have made a statement similar to "any photo can be b&w or sepia" - they may have taken you literally.

In a case like this, I'd go ahead and do it (based on the information you've shared).

[OversighT]

Thanks for the feedback everyone. I have a few ideas now on how to avoid this in the future. Since the client is a coworker and friend of mine I'm going to go ahead and make the changes for her, but I'm going to implement a few changes in my business to dissuade future clients from putting me through this.


T.