Help! Client assumes she's getting a file.

[Jessica Merritt]

I have a client who is planning on having her friend make some save the dates for her wedding using one of the images that we will create from her upcoming engagement session. Here's the problem:

1. We don't sell files, ever. She just assumed she'd be getting the image even though we had a discussion about files in our initial consultation. She's also signed a contract (TWICE, because she rescheduled) with the same information.
2. We sell save the dates, so by providing an image, we're letting card product sales slip out the door. She knows we sell them, but a friend has offered to do them for free (they are scrapbook-y style, not really what we do).
3. We almost always do a blog post about sessions. I am worried that if we post about her session (even with a watermark) they'll just lift it and use it without our permission even after we have a discussion about the save the dates. And then, our watermark will end up on what will probably be a poorly formatted and printed save the date.

I don't really want burst her bubble and say, nope, the only way you're having a photo save the date is if we make it...but at the same time letting her have a photo doesn't sit right with me.

Possible solutions:

1. Sell a license for the photo close or equal to what would have been our profit on the save the dates. Provide tips for making it look good on the save the date. Feel stupid for wavering on our policy, and possibly setting ourselves up for a similar situation down the road when it comes to bridals and wedding images.
2. Sell her prints to glue onto the save the dates (again, they are scrapbook-y) at a volume discount.
3. Don't do a blog post about the session, or just wait a month or two until the save the dates have probably been designed or sent out already.

My tentative plan is to do a combination of 2 and 3.

Thoughts? Advice?

[J Eddington]

I don't get it. You have it in your contract that you don't sell the file. So burst her bubble. She needs to know. Don't let her go on thinking that she is going to get them. Since you have reason to believe she will lift them from the blog, I would not be posting them. I would always offer to sell it for a price.

[Jake]

Come up with your happy price and sell her the file.


Just make sure your happy price is a little more then you charge for your "save the date" cards....

[dtscds]

+1 on selling her the file at a nice price.
I would make it a point to "remind" her that she signed the contract and should be aware that you are not required to give her the files--it is out of the goodness of your heart that you are taking pity on her soul and helping her out of this "jam", (that she created for herself).
Or, you might offer to take another shot of her that could be used for the cards--with a sitting fee added in.

[CaptainTom]

"It has come to our attention that you may be expecting an image file from our upcoming shoot. I just want to reiterate that the contract with us that you signed does not include a digital file and precludes you from copying our photos for other purposes. Perhaps we are wrong on this account, but wanted to make sure your weren't expecting such a file.
If you decide you need a digital file, we can modify the contract to include it for and additional fee of $alotofmoney."

[Jake]

BTW, when you say "We don't sell files, ever." Do you mean for portrait shoots and weddings, or just portraits shoots?

[Jessica Merritt]

Thanks for the input everyone. I really think her assumption is innocent-it has been a long time since our initial consultation and she probably didn't read the contract as carefully as she should have (or at all).

As I've mentioned, I am really quite hesitant to break down and sell her the file, even for a large amount of money. It just opens up a can of worms for us. Plus, we booked her about a million years ago at a low price point. She's very price sensitive, so I think just about any figure I'd come up with she wouldn't be prepared to pay, and she'd just get frustrated with us. The goal here is to make her happy while still making money and staying true to our policies...I don't think that would happen here.

I have sent her a gentle reminder that we do not sell our files, and given her the option to buy small prints at a volume discount. We'll see what she says to that.

thejakestir-I mean for everything. Portraits, weddings, events. We're control freaks.

[jonnydonut]

never sell the files.

[dtscds]

The wife and I have been gearing up to try to start making money at this "taking pictures" thing. We have been perusing tons of photographers sites looking at web designs, logos, quality of work, trying to steal ideas for posing, pricing etc. I am AMAZED how many folks are including the disc o' files in the package price. Some of these photographers are doing amazing work and then giving the full-res images away as part of the price. We aren't very good yet but would not think about giving away the files. Maybe at some point after the event--6-12 months out offering a disc with all the images for a price. As part of the package!?
Didn't mean to drift off topic but I'm most of her friends prolly have all the files on discs she just assumes the files are hers to access as she needs.
Let us know how it works out--those of us new to the business side are interested in the outcome.

[Jessica Merritt]

dtscds-I can tell you that not offering high resolution files has saved us from more than a few clients. It is hard and getting harder to tell people that no, our files are not for sale. It's frustrating, but I still feel like we're doing the right thing.

As I said, the goal is to make our clients happy while still making money and staying true to our policies-in this case, not selling the files. Our usual solution to the "files" question is to offer a CD of web resolution and watermarked images from all of their portrait sessions and the wedding, identical to the ones on our blog. Basically, the idea is to fulfill the client's desire to share the images on email, MySpace, blogs, etc, while at the same time not allowing them to print them at Wal-Mart (without a lot of trouble, anyway).

In my short time so far on TPF, I have seen plenty of discussions about files/no files, so there's plenty of information for you to peruse if you want to learn about what others are doing!

[Jessica Merritt]

What I sent to the client:

As we discussed at our meeting, we never sell our image files. We will not be able to provide you with a digital image for you to use for your save the dates. I just wanted to be sure that we're clear on that-I don't want to have to burst your bubble later if that was your plan! If you would like to use an image from the engagement session, you will need to purchase prints from us. Assuming that you'll be ordering a large group of them at a time, we'll be happy to give you a volume discount for the size that you need.

What she responded with:

About the picture purchasing, would it be okay if I purchase one of the pictures for the save the dates and then wait to buy the group of them a little later? When I purchase the picture(s) do I get them on a dvd?

Can I get a witness?

[KD5NRH]

Originally Posted by Jessica Merritt

1. We don't sell files, ever.

Well, there's your problem; here's absolute proof that successful companies sell files, though sometimes at ridiculous prices.

[HotHolly]

Originally Posted by Jessica Merritt

I am really quite hesitant to break down and sell her the file, even for a large amount of money. It just opens up a can of worms for us.

I totally agree. Part B of that...I had a client book a $99 baby session once. That is the sale price. She seemed to want cheapest possible. She asked if she could buy the files. I almost said OK, b/c she really pressed and Im a softie. I said no. That session grossed over $2K total.

Part C - the very few times I have sold the files, I have regretted it. The client cant seem to do it on their own. Will you print these for free? Will you retouch them for free? Why is the color screwy? (Walmart trying to color correct super saturated colors). What the hell is aspect ratio? It is a major headache.

If the bride is that cheap, you can sell her the little prints in bulk. We do that for announcements and call them image inserts (aka mini wallets). The 1st 48 prints are $XYZ and they can add to the amount in sets of 24s. If we offer those, it is b/c the client already made a substantial purchase...otherwise you are loosing sales.

Trying to work with your client AND keep your business the way you want it the goal. You want a win win situation. Without, she is going to get under your skin and you'll most likely have some regret. You can help her get the milk without giving away the cow for free. mooooo~

[RKEnnis]

Groan!

Originally Posted by kd5nrh

well, There's Your Problem; here's Absolute Proof That Successful Companies Sell Files, Though Sometimes At Ridiculous Prices.

[PictureCow]

Okay... I’m confused because on your website it says:

http://www.snaptacularphotos.com/faq.html

Can you give me a DVD instead of prints?We offer CDs of web-resolution photos only. That means that you're free (and encouraged) to email, post, and share any and all photos we give you online.

However, if you'd like a high-resolution copy of an image, you'll have to buy the print first. We do this not because we want to force you to buy our prints, but because we know from experience that you'll be woefully disappointed if you don't. Even though you may have the best of intentions, chances are that your CD of photos will end up on a shelf, unprinted and undisplayed, for quite some time (we've seen it happen!). When all is said and done, you've paid a premium price for a professional service, and we've put a lot of work into creating beautiful images for you. Walgreens is just not going to do your photos justice. Our printer works exclusively for professional photographers, and offers excellent quality that consumer options just can't touch. It's like the difference between sending out invitations on notebook paper versus vellum-there's just no comparison.

When you receive your prints, you'll get a file for each image that is printable at the size you purchased. So if you've ordered a 5x7 print, you'll get a file that you can print unlimitedly at 5x7 or smaller. We even make our prints more affordable by building discounted print credits into each package.


So if you have this on your website it's reasonable to assume that your clients expect to be able to buy the file. So she has to buy a print to get it... that's still selling a file. That’s what I got out of that.

The industry had definately changed. I think it’s a mistake for holding WEDDING client files hostage. I have collections that include all the digital images. The collection that doesn’t include them never sells. The collections that include the DVD of images also includes proof prints and a flush mount album as well. It's priced accordingly.

To sell digital files you have to make money ON YOUR SERVICES. Not bank on making money after the fact from the sale of prints. (and you will get some sales but I can tell you now that cause I paid upfront I couldn't careless if they order anything after the fact)

I look at like this. My clients are going to want everything. So I charge for EVERYTHING up front. That way they don’t have decide what to keep and what to not keep. I don’t have to worry about uncle bob with his digital rebel cutting into my sales. They get to enjoy everything.

I am very clear in my sales pitch to explain to them that they’re getting a deal because I’m making sure they have everything they want. I warn them about photographer who charge too little up front and banks on making their money after the fact. I ask them to run a few numbers and to see how quickly those prints will add up. I encourage them to meet with lots of other photographers and to consider this when they're price shopping.

And one final thought. In business it’s better not tell a client NO. You just make it a price that means you both win. So I have no problem selling digital wedding files to a client who's already investing in my servies, albums and prints.