unhappy customer?

[updaduff]

So friends of mine organised a day where women came and had a makeover and then had some photo taken - i was the photographer. the cost was $60 per person and i said i would edit 5 of their photos and put it onto disc.
Makeover was hair and makeup and also some clothes and props to be photographed in.
Im only really starting out in photography, but every one loved their photos (think pinup/burlesque style photos) and every one had a great time.
In total i made $20 pp and then some people purchased additional photos at $10 a copy so i ended up making a little bit extra.
Any way, i received an email from one of the ladies that came to the make over day saying she only received 5 photos and they werent edited. I explained that as the flyer said (and its still on FB so linked her to it) it was only 5 edited photos and that i very sorry if i had put on the wrong photos. she sent this through as a group email mind you.
through a few emails, she insisted that she was told that she would receive all the photos taken (about 30 images) and i would edit 5 photos. again i directed her to the flyer my friends had made up where it clearly said "5 edited photos on disc". finally she accepted that that had been the agreement.
She is now saying that the editing was not done. and said that she thought editing meant that i would manipulate the photo with different backgrounds etc. because in my portfolio i have created portraits of people into a fairy tale sort of surrounding etc. I said that edited means that i removed blemishes, smoothed out skin etc.
I am now wondering what i should do??? I am waiting to hear back from her about what she would like me to do with her photos and i have offered to resend another CD with the *5* photos. I dont want to receive any negative feedback about it, but i think she is kinda trying to get more than what was agreed from me! $20 for 5 photos i thought was an awesome bargain!! (we were raising money for charity)...

sorry so long, any comments?

[emzluvbub]

Far out, I'd tell her to go Jump. But I know you cant do that as its your reputation on the line. I would just very nicely apologise and tell her that she received the same as every one else and that was the arrangement you had with *insert your friends name here*. Perhaps she would like to organise a time for a proper session where you can give her the backgrounds etc for a discounted price..(lol too cheeky?)

There's always one huh :rolleyes:

[Shanaynay]

Yep, she sounds like she just wants to milk you for all your worth.....

However, I can appreciate how she would have gotten confused about the 'editing'. Did you state anywhere what 'editing' meant?

I would urge you to always define 'editing', or even call it 'processing'.

I call it processing, and explain in writing (upon session booking/print order, whenever you get the chance what it means.

I generally write something like: "All images will be processed: adjusted for correct exposure, brightness, contrast, sharpness and colour correction"

Then people do not expect unicorns and rainbows and the like :D

When you give people a file that has the above processing or 'editing' - most people don't realise that it doesn't come out of the camera like that - particularly if you processing style is very natural, then they can't SEE the editing.... so they assume it's not I think.

What would I do? What I would WANT to do is tell her to get stuffed.

But I probably wouldn't and would try to make her semi-happy - don't be fooled into thinking that you can make her happy, you can't - some people will NEVER be happy no matter what you do!

I'd probably 'edit' (special effects or whatever she thought she was getting) and be done with it.

I wouldn't give her extra files. It's still not going to make her happy, so don't do it. She'll tell the others that she got the files, and then you'll have to give them to all of them.
Perhaps offer her the rest of the files at a reduced price if you think that she really wants them.


ETA - Sorry, just read that you did specify what editing meant.

[updaduff]

thanks guys. i did for a split second consider just giving her her photos. but in the email i sent her with the proofs i did say please choose *5 photos and if you would like to purchase additional, you can at $10 extra*

Im not going to back down on that one.

I like your wording describing editing phineas - i might steal that for later if thats ok :)

i found out later that the girl is using these photos for a modelling portfolio, so i assume she would like more than 5. the whole event was for charity and after paying for my petrol and a few other things, i really didnt make money and the only money i have made is the extra prints people have order and it really annoys me that this girl is complaining.

without sounding pompous, i took awesome photos of every one and it barely cost them any thing! I wish i could have some one do my hair and makeup and take awesome photos of me for $60!! lol.

[Myztiks#1Fan]

resend the email but highlight the part of only 5 photos and if she wishes for more, she can purchase more.

[Gothel]

can you offer her one extra photo for $10 edited into a fairytale background, explaining to her that she received what everyone else received but you will do this for her because there has obviously been a misunderstanding somewhere along the line. Let her know how much a fairytale photo normally costs and talk up the fact she is getting more than all the others. Give her a little and make her think she's getting a lot.

I think 5 photos + make over for $60 is an absolute bargain. My kindy is doing a fundraiser and we get one family photo for $15.

[Shanaynay]

If you don't want to back down, then don't :no:

Tell her that out of the goodness of your heart that you'll give her all the photos in exchange for her making a contribution to the value of the photos to charity :D

Definitely sounds like she's just keen to get images for nothing for her modelling portfolio. If you feel like helping her out, tell her to go to the website model mayhem, she'll get heaps of people who will shoot her for free and give her the images.

[Gothel]

just read you second post upda, absolutely right, by no means give away your work. You can be sure you are not the first business person she has complained to like this. Stand your ground :yes: :yes: :yes:

[lemonpancakes]

Don't give this woman anything more than she paid for! What a cheek. $60 is a bargain. Don't undersell yourself. This woman can just learn to read the find print (not that it was even in fine print). I know it's not a nice feeling knowing someone is not satisfied with your product/service but you can't please everyone and the customer is NOT always right.

[updaduff]

thank you guys - you have confirmed my course of action. I will just confirm what editing means and that if she wishes to purchase more she can.

I just hope this doesnt affect our next fundraising day :(

ms tiggywinkle - my DS did that fundraising last weekend i think. i hear they are good so you should have a nice picture - was yours framed or on a canvas? I was going to book my family in too.

[One of THOSE mums!]

I personally wouldn't bend. She sounds like she is trying to take you for a ride.

Stand your ground. You are completely in the right. And it is plain as day.

For what it is worth what you have done sounds amazing. Extremely high standard work, incredibly cheap for the customer, but still raising money for charity. And you basically make nothing. You should be proud!!!

[updaduff]

thanks OOTM :)
it was soooo much fun!!!

[trishalishous]

Far out, I'd tell her to go Jump. But I know you cant do that as its your reputation on the line. I would just very nicely apologise and tell her that she received the same as every one else and that was the arrangement you had with *insert your friends name here*. Perhaps she would like to organise a time for a proper session where you can give her the backgrounds etc for a discounted price..(lol too cheeky?)

There's always one huh :rolleyes:

THIS! Its a great compromise.