Photographers Guide To Working With Difficult Clients

It’s inevitable, if you are working with people or clients, then at some point you may run into a difficult client. Albeit, it could be a minor incursion, but nevertheless, it can rub you or your client the wrong way. I have been a photographer for over 20 years and have had my share of clients who where bent out of shape for one reason or another. Often times, it’s nothing I did, but just the mere fact that the client was having a bad day, or they where under pressure for a deadline and took it out on me. On rare occasion, I do come across a client who is ridiculous in their demands. So, the million dollar question is, what do you do in a situation where you may encounter a client who is unreasonable or just being difficult? And the answer is, well, there are many answers, but wouldn’t it be great if there where a single, magic answer?

There are some things that come to mind, but I guarantee that if I, or you, acted on them, well, let’s just say we would lose clients real quick. Being as diplomatic as possible is the best prescription to combat the ailing client, photographer business relationship doldrums . Now, this doesn’t mean that the client is always right. I’m of the school of though that the client is not always right, but if you show fairness and are able to resolve the clients issues, they too will realize that they are not always right and you can both walk away with a win-win situation, or at least you hope you can.

When it comes down to it, I’m talking about the real nitty gritty, rock-’em, sock-’em disagreement, no list is going to help you. It’s going to boil down to your attitude and a good one at that. Oh, let’s not forget the ability to listen and have an open mind about the situation. And it’s OK to agree to disagree, and even let it be known that you can agree to disagree, but find some sort of middle ground to where the both of you can walk away feeling good about the transaction and exchange so that, even if the client never comes back or refers people to your photography business, they don’t  go off half-cocked (that’s a weapons related reference to all those who where thinking dirty) and plaster hate posts about you and your business all over the internet, because they will regardless of whether it’s true or not.

So, I’ve put together some pointers that will help arm you, ahem, I mean empower you when dealing with potential client problems, both in your studio and while out on location. Don’t take this as the gospel, but a great starting point in dealing with potential problems with your photo, or any other, client.

1. Listen -Remember when your mother would yank on your ear and yell, “pay attention sonny!” Well, just consider you client your mom telling you to pay attention…sonny! You will learn a lot from your client if you just listen. They will tell you what they want by their complaint. Listen, I mean really listen. Do not interject your thoughts or become argumentative. Listen to what they say. Once the client has stopped talking, then you can take the information you just received and address their issues. All too often, we are thinking in our heads what to say next without listening to the client. This time, just listen, then formulate a response. You will appear to be less assertive and more approachable and open to them.
2. Be patient – Getting excited, and I don’t mean in a good way, over a situation is a sure way to lose control and potentially lose a client and many more if they tell others about how “excited” you became. Again, allow your client to express their concerns, remember listen, and then respond. Place yourself in the clients shoes. Try to see the situation as they see it. Surly you have been a client at one point who feels they where in the right with the vendor, etc.
3. Have a Positive Attitude – Remember the adage, “How you think is everything?” Well, I’m here to tell you it’s TRUE!!!! Think negative outcome, you get a negative outcome. Step into your Zen Zone and regroup if you have to, but whatever you do, put on a happy face, even if you’re feeling anything but happy. Your client will sense your negative vibes and will automatically become defensive if they see you are anything but positive.
4. Offer Something – Once you have listened to your clients complaints, offer a resolution. It’s always to give a little than nothing at all. In most cases, your client want’s something in exchange for their perceived inconvenience. It’s always good to offer up a few free prints, frame, or small album if you are dealing with wedding or portrait clients. If it’s a commercial client, offer a few free images, aside from what you have already agreed on. Perhaps it’s a reduced rate on the next photo shoot or even a discount on the current one in question. The point is, offer something of perceived value that does not compromise you’re own bottom line. In extreme cases, it may be necessary to give away the farm to save future business, especially if it’s a good commercial photo account. OK, maybe I was a bit over zealous when I said give away the farm. Maybe the barn doors, but hold on to the farm.
5. The Contract, Your Fall Guy - Assuming you have a signed contract, and you should have one, you can always refer back to the contract, after all, the client signed it, right? But first, make certain you are not in violation of your own contract. Yes, you will be amazed at how many business owners swipe a contract from some internet site, don’t read it, and just thrust it in front of their client. Hey, it happens. So, make sure you have crossed your “T’s” and dotted them “I’s” before you bring up the contract or it could back fire on you. If you have agreed in writing to a certain package or photo product, or what ever you agreed to, you can simply refer to the contract the client signed. Now, they may grumble a bit and still post some not so nice words about you on the internet, but we all know stick and stones can break our bones but names will never hurt us, uh, actually, words will hurt in today’ internet culture. My advice, only use the contract as the fall guy if you are prepared for any potential consequences. Notice I said, “potential” since not everyone is irrational.

Now that you’re empowered with some knowledge, you’re ready to tackle the big customer complaint issues, right? OK, maybe it’s going to take more than a list of what to do’s. It’s going to take a positive attitude and a willingness to listen to your client and really hear their complaint. You may have to part with a few giveaways, but in the end, it’s a small price to pay when it comes to gaining more business and saving your social reputation. Now, go make your clients happy and proud!

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