How can I make them understand??

[amy.blackburn]

After I've completed my editing and sent my customer their onilne proofs, sometimes I get the dreaded question: "Where is 'that one' picture?" or "Where are the rest of the ones we took over by the ______?"
I am extremely selective when presenting my clients with their final images, and sometimes a pose or shot that we took will not make the final cut (for many reasons: eyes closed, technical problems, or that that the client looks plain bad!) Or, sometimes I take 10 of one thing, and then narrow that down to the one best image... So, how do I make them understand that, yes, we may have taken 100 pictures, but you're only seeing the best 55...? I for some reason cannot think of the proper wording to 'shut them down.' Maybe Don can help - he's always so great with the polite shut down!

A particular example, I have a friend who hired me to do some work for her (a maternity session and a newborn session so far.) Since day 1 she has been hinting at how nice it would be if she could just buy a CD of her high res files, which she knows I do not normally do. To make a long story short, she has been the BIGGEST pain in my arse since I agreed to shoot for her, and I finally decided to cave and just sell her the dang CD so that I wouldn't have to deal with her anymore. I told her that I would release her the files for $125 per session CD, and made sure that she knew that I was doing her a big favor. Last night, I got this as a response: "Let me think about it. Does that include all the photos you take edited/unedited or is that just the ones you really like and post online?" ARRRGGG. I seriously just want to scream! Why, why, why do people think that I'm holding out pictures? Why would I hold out an image that I think I could sell? What does she want with my unedited pictures or pictures of her kid looking like an alien baby???

Please guys, help me shut her down!

[FreshPhotography]

It is all about setting the expectations before the shoot. Even then, sometimes they just remember a pose or something that they thought would be really fabulous so they just keep on asking for them. I haven't run into it yet, but I know it will happen someday, and I'm not looking forward to it!

I would explain to her that everything you present is edited, as it is a reflection on your creative work. You might want to tell her that when you do the initial round of proofing, you delete the bad shots? Like they are gone, bye-bye, forever? Or the other option would be to show her one of the REALLY bad ones and then explain this is why she hasn't seen those, as you only present the best to your clients.

[ndsimm]

first problem...you did work for a friend.....

jk

what I explain to my clients i that if you trust me as your photographer, you also have to trust my standards. I refuse to allow images that don't meet those standards to be seen (bad lighting, out of focus, bad framing, etc...)
Even though 100 shots may be taken, there is NEVER a guarantee that 100 shots will be seen.
sometimes though, friends think they are the exception to the rule which is why I RARELY shoot for my friends because I want to keep them as friends...
good luck

[Howard Barlow]

"Well, Mary, as you know, all artists retain the right to edit their work. Responsible ones do. Any image that does not present the subject to its best advantage, or is not to my standards, will not be made available for review. Also, I eliminate duplicate, or near duplicate images, as they only serve to confuse the client as to which one is the 'correct' one to choose." Or, words to that effect.

I never sell files. Period. Remember, no good deed goes unpunished. Amy, you say your friend knows you don't sell files, but you made an exception for her. That presents new problems for you. See my previous comment, no good deed...

You made an exception, trying to be the nice guy, now she is questioning you. She may, or may not, buy the disc, but now she knows your policies are not enforced. Plus, she will tell a mutual friend, who will call you. If you tell her no, then you lose a potential client, and probably a friend.

I really don't explain things past, "No, I'm sorry, I don't do that." You can spend days explaining why, but in the end, it doesn't matter to them, they still want what they want. So, a few words will suffice. Plus, the fewer words you give them, the fewer they can grab onto and turn them back on you.

I learned a long time ago, "Tell the truth in as few words as possible." The concept works here.

In the end, as nicely as I can phrase it to someone, like I told my kids while raising them, there is no "why". That's just the way it is.

[bondarnes]

I agree with all the comments made above. The wording is the hard part. How about something like this.

I know how valuable your time is so the first thing I did was edit out all the blinks, sneezes, and unacceptable expressions to save you the time of wading through all of that. Then I only processed the best poses so that I don't have to charge you for the additional time needed to process images that you would reject.

After rethinking our conversation concerning images on a CD I have decided to withdraw my offer to do that. I know you will understand that I did that against my better judgement, and now that won't be possible.

[snidow]

For the "friend" situation a real friend would understand that this is your business and they should not be asking you to lower your standards. I normally do not have to deal with this type of issue but I would agree with what others have said and would not sell a CD of high res files unless it was of a slide show or something that would prevent them from printing the images.

[thelegend1472]

The best thing you can do is stick to your guns to a certain point. I've always strived on customer service. I'd do anything to make my customers happy. Not only do they pay the bills, but they also generate a TON of business for me. There's definitely a line though. A line the customer can cross where they're more than satisfied, but wanna push for more and take advantage. It's not your customer trying to be a pain in the arse. Seriously. You know they wouldn't wanna make you uncomfortable, or don't like you or they wouldn't have hired you in the first place. It's just human nature to try and get "more" for nothing. It's what we do. So what I usually end up doing after they ask to see more is maybe find one other photo or two photos that I didn't show them the first time to satisfy them. They never end up going bonkers over them anyway, and if they do then you didn't do your job the first time, and they can put it in the back of their mind and forget about it going "okay, I have a lot of great photos to choose from, he's proven that."

[Craig]

"Can I buy the digital file?" is one of the most common questions I'm asked. My answer is NO. I explain that for me, that is selling the "negative" to an image and that is how I pay my bills. I've had friends ask for them, and I still say no. One friend is from Mexico and wants to send an image to a "photographer friend" in Mexico so that he can "play with it in PS". I told him that is one of the reasons I don't sell digital files. I don't want others "playing" with my work. Have them "play" with their own images. He understood.

Stick to your guns. Don't let others run your business for you.

[HotHolly]

I've had similar issues in the past. They tend to get worse, not better, with caving. The person thinks that you caved on A, so you probably will cave on B too. Telling my clients NO worked out really well. They weren't mad and seemed to become more respectful of my work and my opinion.

As for where are the shots? We tell them upfront that you will receive X number of proofs. And that's it. We also communicate before hand if there is any pose that they MUST have. Between the 2, that question only appears by people who are wanting exceptions. And we don't make any exceptions - friend or otherwise.

[brad]

"Those shots didn't meet my standards of photographic excellence."

I know, lame... but what you can tell them is that those shots didn't come out and were un-savable. They'll get over it.

[HotHolly]

Something else that works well - aside from the suggestions mentioned already - is to explain how many images are taken and how many are almost identical (plus the blinks and sneezes).

It becomes overwhelming for people to choose. It really does. I've seen brides freak out when they know they want 1 big print but they have to choose between 1,000 images. Mommies have the same issue with their kids. Its overwhelming to dump everything on most people. That explanation works well for weddings b/c most brides are overwhelmed with decision making anyway and are greatful not to be handed every image shot.

[Dsheree]

Point blank....I didn't like that image so I hit the delete key. It's gone.
I narrow down my favorites for you to pick from. If I didn't then you would never be able to make up your mind on your favorite shot.

[rdcole]

As I see it, The problem with selling files is the average person has no idea what to do with them.

Oh sure give them a .JPG for posting on the internet that wont be a problem but a High Res file what are they going to do with it?

They think your files are just like the ones they get out of their Kodak Easy Share. That they can just load the files into their PC and click print.

Then when things don't turn out like they expected you get the blame for selling them a bad file.

I alway say Let me print them for you so that you will get the best possible prints.

The only people I would consider selling Files to are Photo Editors who know what to do with the files I send them.

Ron

[thelegend1472]

Holly brought up a great point as well and that's another thing I tell customers. When I shoot seniors they get 20 proofs to choose from. 99% of the people that recieve the proofs have a hard time deciding from the 20 they are given. If they had 100 you'd never sell any pictures. It becomes over whelming. I had a client a few weeks ago ask for ALL the pictures on a cd. I told her it wasn't something that I'd normally do, but if she really insist I'd be happy to sell her every shot for a fair price. All photos unedited for $750. She didn't ask again.

[amy.blackburn]

Thanks for responding guys, you are all awesome! I really, really, really, appreciate the help. I've decided to stick to my guns and not be such a pushover! I honestly thought that caving on my policy would get her off my back, not encourage her to hound me more... newbie mistake. This has been a great live and learn for me... sometimes I forget that you really gotta spell things out for some clients. I generally assume that people understand why they aren't getting 200 of 200 images taken, but hey, people are dumb. I'll know next time to let them know EXACTLY what they will be recieving before they have the chance to pester me! Wonder how she's gonna respond when I tell her, as Don put it, that it was against my better judgement to offer the CD in the first place?? Think she'll cancel the appt she made for early November??.... ahhh... one can only dream!

THANKS again everyone! You've been more helpful than you know!