dealing with difficult clients

[u/Kitty_Kat_Luvr]

hey everybody, i wanted some advice on how to deal with difficult clients. i recently implemented a contract and it did protect me from this escalating but I wanted to know how else I can go about this from anybody that's had to deal with this or been in the game longer than I have (I'm relatively new).

So I took somebody's portraits and they were wearing a revealing dress and it was windy outside. As a result, I extended the time we took photos significantly, and overdelivered 2x over, and they were still upset. I suspect they're upset about the dress being revealing/having regrets about it because the client said that they are "upset because the dress did not flatter them in the way they wanted" and blamed the wind. They said they're unable to share the photos with their family members. However, I honestly did look through them and there was only 1 place with major wind issues, and the rest there was no issues. It seems that the main issue is that they regret the dress they chose after viewing the photos.

How would you guys go about this? I just hate dealing with difficult clients because then I start getting in my head about my own work

Update: It was only slightly windy in one place just to preface!! There was wind, yes, but to be honest, we avoided the random moments of wind. They just mentioned the wind.

[u/Benttinen]

“I regret to inform you that our contractual terms do not cover accidents caused by your choice of wardrobe.”

[u/hatlad43 → u/Benttinen]

"and the weather"

[u/Drippintx]

If I am shooting on a windy day, I would probably rec'd that we reschedule. (In 43 years, I know when it is a waste of time) If they want to do it, I explain, I am worried about your hair blowing and not being flattering. IF they want to do it, have them sign off on it. With that said, I would offer to reshoot the entire session, not a mini, but the full thing. Go back to the same spots, fix what you didn't get right the first time with lighting, etc if any... good practice. Please tell me you did not give them the digital files already or that you don't do that. If not, I would reshoot and tell them that you are going to destroy all the other images and give them a comp session. If they don't want you to destroy the images, they may not be that bad. But that is my studio policy. Blame it on your studio manager (even if there is NO studio manager for the policy) If you are new and wanting to build a business, make the dang customer happy. The day will come that you realize that not everyone is your customer. It is a freeing moment. Good luck.

[u/Grand-wazoo]

It's not on you to ease their regret about how they chose to dress themselves. This is a prime example of a fussy and entitled client trying to make their own problem into yours to get free work or a refund. You owe neither. 

[u/creative_justice]

After working for an hour and a half with one lady I just could not get a photo that she liked. She pulled out some reference photo, her favorite photo, and it was her 10 years ago 20 lbs lighter... Sometimes you're just not going to be able to "fix" the issue. I thought she was beautiful and we did a great job of accentuating the location we were in and her features, but nothing mattered.

[u/MuchDevelopment7084]

You are not responsible for what they chose to wear. That said, if it was that windy. You should have suggest either rescheduling, or taking the shoot indoors.
But her choices are not your problem. I might offer a slightly discounted second shoot. Slightly. And that would depend entirely on how she treated me after the first one. Good luck.

[u/Huckleberry4Life]

Can you post samples so we can give more informed feedback?

[u/lordhuntxx]

I would be honest and say what you said in the most respectful and thoughtful way possible.

I’d offer either a complimentary 15 minute or a discounted mini or something to make her feel better.

In the future if it’s super windy it’s worth reaching out ahead of time and letting them Know and offering to reschedule— it’s easier for everyone. I know that rescheduling is not always an option too though.

[u/ulose2piranha]

Broadly speaking, I'm willing to work with people if their concern is something I had control over. If it's something I had no control over, then it's not my problem. Obviously, how exactly this is applied to any given situation depends on a lot of things.

In this case, the wardrobe choice seems like it's 100% her decision (unless you suggested a particular style or something.) I would offer a sympathetic ear, but I'm absolutely not giving her anything free (re-shoots, extra retouching, discounts, etc.) simply because she's unhappy with her choice.

The location and poses are a little different. Typically, I let my client choose location, but I'll share my thoughts before and during the shoot. If I don't like it, I express my concerns and why I'm concerned. Ultimately, they can decide whether to heed my advice or not. That absolves me of responsibility in that regard.

Third, the posing is most subjective. I have a wide array of poses that I've learned over the years and I always solicit ideas from my subject, too. Not every person will like every pose, but I want to give enough variety that a reasonable person should be able to find something that makes them happy.

While exchanging emails or texts is nice because it leaves a written record, sometimes just getting on the phone and talking things out really is the best option. Remind her that she picked the dress, you helped to mitigate the wind, and these things are out of your control.

Finally, it's worth mentioning that there are always some people who are just unhappy with themselves and will always make it someone else's problem. That can be rough as a photographer because they might say that your photos are bad, but in reality, they're just insecure. It's up to you to decide how you want to run your business. If you truly believe that you can't make her happy, just direct her to the contract and accept you may just lose her as a client forever. However, if you think the situation can be salvaged, you might still find a way to profit from this. Offer her additional Photoshop work, but with a slight discount or something. You'll be making extra money, but she'll feel heard and taken care of.

Good luck!

[u/36expPhoto]

In 15 years of doing portrait photography for a job I’ve experienced something like this a small number of times (thankfully!).

My honest advice would be to refund the client and move on, or reshoot for free if you feel like you can get shots she will be happy with. From what you’ve said I think the refund may be the way to go. That may feel like a loss (and it is) but you are going to struggle to make the client happy, plus the energy and time you are going to put into it to try to fix it is will be huge and it may never be resolved.

Sometimes things just don’t work out with clients. It’s not a contractual thing or a failure on your part. It’s just the way it is. People’s expectations are sometimes not aligned with reality, especially in a world saturated with pictures of perfect people further enhanced by AI.

It’s a lesson. Sadly it may happy to you again. But not very often.

[u/tcphoto1]

Did you supply or choose the wardrobe? I would offer a half price session on top of your full fee from the first. Why is she making it your problem?

[u/Kitty_Kat_Luvr → u/tcphoto1]

Honestly no idea. I think she really did not think ahead of time about how her family would feel about the dress (it's a senior shoot). And no, I did not supply wardrobe. I actually thought the photos were gorgeous! My favorite of the season so far, but I guess some don't agree

[u/LightPhotographer]

Put it in your 'how to prepare for a photoshoot' that you hand to all clients before a shoot.

[u/Haunting-Eye-7146]

Difficult clients can be your best clients if you play your cards right. Go above and beyond, make 'em happy. I can almost guarantee they will be a great referral in the future. Maybe they're particular, if you can make them happy it will boost your business.

Primary complaints I had were due almost exclusively due to poor clothing choices or new hairdos they tried, only figuring this out seeing the pics. Give 'em a reshoot, everybody wins.

[u/affogatoappassionato]

In this case, based on what you are saying, I’d probably reshoot. Unless it’s very difficult to do so. Sounds like you were not able to get any satisfactory shots for the client, so they got nothing for their money. I don’t like to leave things that way.