How do I get rid of them???

[HotHolly]

Quick, I need some opinions!

I still haven't gotten rid of my difficult bride. She has managed to botch up her order. She was given a discount via pictology off of the 2007 pricelist. The discount came off on the 31st and went to full price for this year. I told her all this in person and in emails. So she knew to order before the 31st. (I wasnt able to raise our prices on Jan 1, so I raised the prices and enabled a discount - she is the only one with an issue)

She put in her order a few hours AFTER her discount expired. (Pictology writes the discount in RED at the top of every screen with the expiration date). So, her order went in at full price. She wrote a note on the order that she thought the discounted total would be $XYZ and told me to adjust the price. Yea, I cant with pictology. She was already pre-authed the full amount and I cant change it.

I sent her emails and phone calls for over a week with no answer. I told her if she contacted me by Sat at 7pm I could take her order via fax or phone, otherwise I would have to process at full price. Deadline came and passed. Nothing from the bride. (The bride has a phd, so she isnt dumb and she knew how all this worked, and that there are deadlines if she wants discounts)

I just got an email saying she would fax the old order form that was due last week to me today. What do I do with her?

In the past, you all have said stick to what is in writing and get rid of her. I'm looking for the fastest means to an end. Just taking the order would do that...however, she has taken 10 miles every time I give her an inch.

She is still trying to get free stuff from me and has badmouthed me - even though we gave her a free 2nd shooter, and a $750 album upgrade for nothing. All she does is complain and act like I've screwed her.

I want to end this whole thing ASAP. She is a time hog. I'd refuse her money if I wouldnt get sued.

The last time she has a discount (the first 10 days her wedding was posted) she tried to put in the order 4 days late. I said no. Her album credit is also about to expire. Every time I get an email or phone call from her its a major headache.

So, I know: no one will value my time, if I don't act like its worth something. I have been, and this is still going on.

I want to complete my obligation to her and get rid of her. After this, I still have to deal with her album...or should I just let it lapse since she doesn't care?

Whats the fastest means to an ends here?

[Daniel Bates]

Why not just write up a list of the deadlines for each discount and credit and tell her that if the deadlines are not met, the discount / credit can not and will not be applied, and see what happens?

If she misses deadlines like this, I don't think you need to keep giving her more opportunities.

[HotHolly]

Hey Daniel,

I did. She had them in writing and I told her in person. By telling her no (at this point) it drags out my time with her. She also didn't "ask" if she could send in the form later. She told me she would via email. I havent responded yet.

I want to end it NOW. Thats the point - not money, principle or anything else (okay, a little money).

My brother suggested that I dont give her the old discount, but give her something in the middle...to get her money and get rid of her. Example: Process the pictology order at full price and refund her the difference less the processing fees on the price hike. She'll be out an extra $120 or so. So, she'll eat her mistake.

I thought that would just make her really POed.

I need the fastest way to the door for this person. I have no problem telling her no. But then I have to deal with her and her crazy spouse even more. I'm not feeling the love...ya know?

Whats the fastest way to show them the door? - any diplomats or egoists in here?-

(I know it sounds mean, but she's a crazy bride - I just cant get rid of her. All my other brides from that month are all done and long gone. This one just keeps coming back, steals time, and is impossible to please).

Fastest way to the door...?

Edit: I'm concerned about getting hit with a charge back b/c the client didn't want to pay full price. Has anyone had issues with pictology and chagre backs? Im assuming Id loose or end up in small claims court. She put in a HUGE order, so the difference is several $100.

[Dobick]

Considering the fact that she has been saying things that are not flatterring (ie. badmouthing you and your business) you could take the approach of honesty, and let her know that you do not appreciate all the time and effort that you have spent being wasted on an unhappy client. Let her know that you are ready to terminate any future dealings with her, here are the deadlines to complete all transactions, and after that time, there will be no more commitment or business transactions.

[HotHolly]

Okay, so if I say no to the old (lower) price, do I put in her order at the new price (which is what she submitted to pictology)? I dont want to get sued or get hit with a credit card chargeback.

See my concern?

[DEMDeepEllumMusic]

Another reason why I don't do weddings!

[HotHolly]

Thanks Paul...no ideas?

I could tell her I already processed the pictology order at full price since she didnt respond. Think I'd get sued?

BTW: She said she faxed in the old order form this morning...its not here.

[Elsaspet]

Hi Holly,
You have two ways to go here.....
You can either try to save this, and make yourself look better in her eyes (even though it's not your fault) or you can accept the fact that whatever you do, it may never be enough for the Princess.
In the first case, I would bite the bullet, chalk it up to a learning experience (that cheap brides are the biggest pitas EVER) and do whatever it takes, within reason to make her a happy camper. Prints are cheap. Give her the discount, and tell her that you didn't have to but it's important to you that all customers are happy.
Or, you can be firm on your policy, she'll continue to talk crap about you, but she might anyway.
Being as it's a CC, I'd be online for the first option. It's the only way you might win on this one.

[photobykim]

oh no holly!! still??

haven't had a chance to read through any of the response, I'm having a day!! but I'll read through them as soon as possible and let ya know if I come up with anything.

BIG HUGS

[HotHolly]

Hey Cindy,

We have given her so much stuff and she still acts like we screwed her, and I suspect that is what she tells people. I had no issue giving her the discount within a few hours, b/c I would have had the payment on the 31st. Its now the 8th and I still have no payment.

Ironically, she hasnt faxed or called yet either.

Maybe I should group this order with her album changes so it all finishes out together? She never accepted her album proof (she asked for 9 changes - we allow 2 for free - and got made when I didnt give her 9 free...and it stopped there)

So her album proof has just been sitting there. Her album credit lapses next week. I've not had anyone so totally ignore deadlines. If they do, they apologize, not yell at me.

Hmmm...

[DEMDeepEllumMusic]

OK she has already bad mouthed you and your work, don't know how you found out but you did.

You say she has a PhD, so she is making some sort of $$.

I would just tell her that she has to pay in full since it is a full week since the discount ended and that she had been informed of the experation several times and that you are sorry but the clock has ticked it's last tock. IF SHE REALLY WANTS THE PICS SHE WILL PAY THE FULL PRICE, and as you said she already is talking trash about you and to be honest there is no way to put that cork back into that bottle.

If you have a good contract and you abide by your side of it there is nothing that she can sue you over, remember that the lawyers just look at the contract and what was offered.

Yeah this will tick her off but stand firm, you already pretty much admit that you can't stand her and want her to just go away and this will stop her from PLAYING YOU LIKE A FISH! IF YOU GIVE IN AT ALL SHE WILL CONTINUE TO PLAY YOU!!!! So stand firm and tell her TOUGH BEANS GIRL, if you don't pay full $$$ then no SOUP FOR YOU!

[HotHolly]

Several of our clients have phd's and higher ed., but they still act like the low budget people that have no money. Thats fun too...

So, whats the dollar amount that moves me away from this insanity? $1500, $2000? Just wondering.

BTW: NO SOUP FOR YOU! lol!

[DEMDeepEllumMusic]

Sometimes you have to be a SOUP NAZI to get it through the thick egos of these people, the heads ain't the thick part it is the EGO!

[Elsaspet]

Hi Holly,
I totally understand, but I don't see how else you can go here without messing yourself up.
Offering the prints at a discount, and making additional album changes does really hurt you financially, but ending up in court, perhaps losing the entire deal, and the mar on your good reputation might. Again, just chalk this up to learning.

One of the first lessons I learned the hard way was that there are NO DISCOUNTS for booking. There are NO ALBUM DISCOUNTS. I DON'T WORK FOR LESS THAT X AMOUNT OF $ PERIOD. No exceptions.
I've learned that when I sell (and that's a huge part of any photographer's success) is to value your work as art. Don't get into the nickel and dime at the getgo, and you won't have to go there later. If Mr. Cheapo down the street will do it for less, good riddance.
I hope this works out for you in the end. It sucks, but I know a ton of people it has happened to. And it was ALWAYS the bartering el cheopo bride............

[DEMDeepEllumMusic]

If she has a good contract this will never get to a court!