Tactfully Decline Giving In

[zepp]

Perhaps this has been discussed in length in a previous thread. If so, please feel free to point it out to me. I didn't even search.

I'd be interested in hearing how others tactfully decline giving in to the request of clients who want something for free or little to nothing. Clients include individuals, corporate, non-profit, and publishers to name a few.

How do you go about convincing someone of the value of your creative work and your time? With photography being so accessible to everyone, several clients can't get over the fact that photography is not just the press of the shutter release button or a 19 cent Walmart print.

Many clients, publishers included, try using the logic:

Well you shot and were already paid for that by a separate client so give it to me for free. Oh by-the-way, could you give me an image that hasn't been used in print before too?

or

It's just a 19 cent print.

or

It just a digital file, email it to me.

or

I'll give you photo credit.

Like that puts money in my pocket or food on my table

I know what I say in my mind and would love to scream in their ear as my hand slaps their face out of silly land. But what tactful method do you choose to bring them into the reality that this is a business just as theirs is?

One could use an example such as:

Do you ask Southwest Airlines if you can fly free since they are flying to your destination anyway and there is an empty seat on board?

Even though it is a legitimate question and one they most likely would answer No to, it would surely turn them off as if you were questioning their intelligence.

Feel free to join in the thread and share with other professionals here discussing tactful ways to handle situations similar to these.

Frank

[LDB]

I like your airline example actually and would try to come up with one that fit the specific client. If by chance it were an airline I'd suggest in exchange for your free work they provide you a free standby pass good for life since you'd only ever get to use it if there were an empty seat and they're already going anyway. It's excellent logic to make the point. For a plumber, doctor, lawyer etc. suggest you get reciprocal service for material cost only since they presume time has no value.

I'm fortunate in that I don't make my living this way, not that I think that isn't a good way to make a living, but just that it affords me the freedom to not care what people think. I realize you have to be more tactful. I'm just at that stage in life where I now can say what I think and not worry if the truth is uncomfortable to the hearer.

Good luck in finding a suitable solution.

[brad]

I like Leo's idea...

For a magazine or newspaper... do they give all the non-presold copies of their publication away? I mean, they printed them... its not like it costs them any money to give them away once they are printed.

[zepp]

Originally Posted by brad

I like Leo's idea...

For a magazine or newspaper... do they give all the non-presold copies of their publication away? I mean, they printed them... its not like it costs them any money to give them away once they are printed.

That's ok except there are several ad based only publications versus subscription. I guess one could ask that group if they give back their advertisers money equal to the percentage of magazine that didn't reach it's intended target audience.

Still I think by stating something like this the client might very well be turned off as if you are insulting their intelligence. Of course they don't give the ad money back. It's all about tactfulness.

I'd love to just point them to this. Please note, contains language some might find offensive.



or this ad as posted on a Best of Craig's List ad.

_________________________________
Seeking hardworking service providers...
Date: 2008-01-31, 9:28AM CST


I'm a fabulously wealthy photographer / artist making money hand over fist. Here's what I need:

A mechanic to overhaul my custom '57 Chevy.
A maid to clean my house on a regular basis
A doctor to perform some minor surgery on me.
A band to perform theme music for me where ever I go.
A carpenter and electrician to build an extra wing on my sweet house in East Austin.
A nanny to watch my spoiled kids.

Of course there will be no pay involved. In return for your services you will get FULL CREDIT on my website, AND you can add all of this work to your PORTFOLIO! If you ask me, this is an absolutely awesome deal!

I hope to have you work for me soon!
_______________________________


But I don't think this approach would be seen as very professional or tactful.

<edit, added disclaimer of offensive language in YouTube post>

[LDB]

With ones you can't use a free lifetime standby pass or similar with I would probably bite my tongue and very politely say something along the lines of being sure they realize there's a lot more to it than that and can appreciate my maintaining both professional quality and professional fees in my work just as they do in theirs. Then again, if I could continue with life without ever needing to see or deal with them again I might ask them the question you suggested and if we did business fine and if not then fine as well.

[HeatherLou]

There is a true ART to saying no to a customer, and sometimes you can tell them no without even saying the word. Take for instance, "Its just a digital file, email it to me." a good response to that would be, "I would not be able to do that, Jim (always good to use a name), however, I would be more than happy to email you my pricing information, so you can order that print!" or let's take "its only 19 cents" a good response here is, "Well Jim, just like with photography, printing is an art form in itself, the lab I would use for this print does a really wonderful job, and I know you would be much happier with the quality getting the print from there."
I respectfully disagree with pointing out a airline or plumber senario. That will alienate your customer, so only use that if you never want the customer come back. :)

[Craig]

I get requests like that all the time. I just tell them no. That's not the way it works. I explain that it would be like me giving/selling the negatives, and this is how I pay my bills. I have had several people tell me, after I've told them that I do not sell digital files, that they will just scan the prints they bought (already purchased. I wouldn't do business with someone who would say upfront that they would scan my work). Explaining to them the whole copyright thing goes in one ear and out the other. It's a problem in the digital world. You can't follow up on every print sold that is scanned and put on someone's myspace or facebook page. I cover all that upfront with studio/portrait/commercial work, but I also shoot events where this is more of an issue (for me anyway). I turn down work with people who need only images on a cd.

[kronos2818]

What I do is bring it home to the client. Like if the client is a computer software company that wants photos for their software packaging. I ask them: When you sell your software package to your customers can they install it on an unlimited number of computers? Their response will be "no" because the customer is only buying permission for a certain number of people to use the software. Then I ask them why is that??? Their response is; Because we designed and own the software we are selling the rights to use the software only. And then I say that is right that is what I do too. I designed the photograph (lighting, composition and equipment) I only sell the "right to use the photograph.

What I am trying to say is use a reference point that the client is familiar with. Some part of their industry that is similar in circumstance. They will feel you are interacting with them in their intellectual level by using an example that they are familiar and have to deal with themselves thus not feel you are insulting their intelligence.

[CaptainTom]

Aren't they insulting our intelligence by asking us to provide services/products for essentially nothing ?

[KdLaneJr]

Originally Posted by CaptainTom

Aren't they insulting our intelligence by asking us to provide services/products for essentially nothing ?

No Tom. They are actually demonstrating their lack of intelligence in failing to understand the photography business model.

[zepp]

Originally Posted by CaptainTom

Aren't they insulting our intelligence by asking us to provide services/products for essentially nothing ?

Yes, but it doesn't mean we should stoop below a professional level ourselves and insult theirs.

Sure, I think of using those examples, that I stated above, as they fly into my mind when a client makes an absurd request. I dare do so though. One must be careful - every situation is different.

I would never use a method such as the one portrayed in the YouTube spot - that is unless I wanted to rid myself of the client once an for all.

The entire point of this post is to discuss openly as it might help all of us learn from each other. Great feedback so far.

[HotHolly]

I just say NO. No is your BFF and helps you get serious clients that have money to pay you. When its not worth the money to them, its usually not worth your time. And they may have the audacity to ask Southwest for a free flight. You never know.

Say no, close your stuff, and get up to leave. There are marks of people that arent serious buyers - that is a serious clue.

[CaptainTom]

As you say, each situation requires a unique tact.
I might approach it in the respect that " I'm sorry that I can't accomodate your request at this time. I do get a lot of requests like this, but because of the extended time/cost/effort/etc that it would take to provide you with the best possible product, I just can't fit it into my schedule at this time." If they continue to press, explain that you are so busy with ongoing commercial (paying) projects, that you could not get to their request in a timely fashion.

just one idea of many.

[jasonhuang]

great video!
wish i could put that on my site. haha!

i don't think you should give examples. think about what an airline would say if you asked them a similar absurd question. they'd simply say, "no." they assume you know why. so they don't go and give examples of why. assume the same thing about your customers. assume they know it's an absurd request. i think that's the least we can do; to respect our customers in a way that we think they are smarter than that. as opposed to assuming they are dumb for asking that question, assume they are smart and know they are taking a stab in the dark.

i think, in the end, you want customers who are smart anyway. :-)

fwiw, i like holly's suggestion. give them the pricing. my response would simply be, "dear, jim, here's the pricing info for my prints and my files. take a look and let me know if you have any questions. thanks!"

i feel like a true professional is someone who doesn't look like they need the business...or the publicity. someone who can wait for their customer to come along and pay full price for their work.

anyway, good luck!

[kronos2818]

Originally Posted by zepp

Yes, but it doesn't mean we should stoop below a professional level ourselves and insult theirs.

Sure, I think of using those examples, that I stated above, as they fly into my mind when a client makes an absurd request. I dare do so though. One must be careful - every situation is different.

I would never use a method such as the one portrayed in the YouTube spot - that is unless I wanted to rid myself of the client once an for all.

The entire point of this post is to discuss openly as it might help all of us learn from each other. Great feedback so far.

I agree, remember we are business owners and must deal with customers. If we insult them back very time they insult us. We will not be in business for long, not matter how right we are "we will lose our customer base". So you will be right and correct the insulting customer but in the process that will be the last time he is your customer and will let others know "how rude you were to them".
Now I am not saying to alway bend over and "take it" But if a customer throws out a little comment to try to get something for free. Don't hit him over the head with a sledge hammer. Because if you do you just killed you customer...