Hi guys...it has been more than 18months  since I had someone that hasn't ordered photographs.  Most people are happy, and order within the first 5 days to get a 15% discount.  A few wait a couple of weeks and get their extended families together and order all at once.  Once in a while I have people wait until the last day that their gallery is available....the procrastinators!

I had a session a couple of weeks ago with a family of 4....mom, dad, two boys age 6 and 3.  They were dressed in Navy and red, so we did a  Navy blue backdrop with a lighter blue hotspot...  They wanted more formal looking portraits, so the sitting on the ground with a white backdrop wasn't what they were looking for.

I posted them in a gallery for them to see and within an hour the wife called me and said "The photos look a little dark and they are hard to see our faces....is this the way they are going to print"  So I asked what kind of computer that they are using to look at them with.....  "Well, our computer is about 10 years old, and it is a CRT monitor" and they have never messed with the calibration or brightness or contrast.  So I told them that if they could look at them at work or on a friend's computer they could see the difference....

So she hangs up and about 30 min later the husband calls.

"I just don't understand what my wife is telling me...what did you tell her?"

So I  go through it again, and he says....

"What color is the backdrop that you used?" 

Navy blue,

and he said "Well, it looks black on my computer, and our faces are dark" 

"Yes, that is because you have an old computer and an old monitor, you can gladly come to my studio and view them if you would like"

Well, if we order them on our dark computer will they look like that on the print??  We would feel more comfortable seeing proofs...we have never ordered any photos online before, other photographers have given us proofs to hold and look at.....

Ugh.  Ok, I can have a proof book sent to your house, then you will see how they will look printed.

(I have had 3 other photogs look at the photos and they all agreed that they look OK, and not dark...I am sure it is their computer)

Now he says that he isn't sure he likes them......ugh.

How do you handle this?  I don't really want to reshoot, so do I just say "Return the proof book and c-ya" ??

 

 

 here is an example of one of their photos with faces blurred.

 Can you brighten up the family, leaving the background dark?

 Ask them if they want a re-shoot or a refund?

 

 Did they say why they wouldn't want to come and see them in studio?  Wouldn't the proofs put you out $$, or would you charge?  I would really urge them to come in and then have them point out what they don't like.  Because if for some reason they don't like them I bet whatever it is has nothing to do with you! 

Becky

 I think they look good!

 I know this is already done and you can't undo it, but it might have been a mistake sending them a proof book.  That makes it very easy to scan the images and say that they didn't want to order because they don't like them. 

I would ask for the proof book to be returned to you.  I'd also NOT refund your session fee.  That paid for your time shooting, editing, and dealing with the clients.  If they choose to not order, so be it, but that session fee should be yours to keep, IMO.

I've had people not contact me and not order and those I just ignore.  Maybe 1 in a 100 do that.

 I had one 2 yrs ago Christmas email me that she wasn't happy with some of them and wanted a reshoot.  I think I even posted about these people on here.  THey creeped me out and I didn't want them back in my studio - but I also knew I was most likely not going to please them. 

I didn't return a penny of thier session fee and I told them under the circumstances the images I provided were of the utmost quality and the best I could offer them so there was no point in a reshoot.

Sounds like you're running along the same lines.  They wanted something specific, you gave it to them, but they're still unhappy - do you think you can ever make them happy?

 The proof book I sent them had 6 on a page and each print was bordered and watermark through the middle....and with their computer, I am pretty sure that they don't have a scanner.

Dave, they didn't want the background dark, or black, but in the photo I posted you can see that it is blue, right?

I am pretty sure that in the past they have gone to a chain studio and ordered on the spot....They said it was too far to come back and look at them.

idk.....

 I don't know how I'd handle it. In my past retail life, if someone had an issue, I'd have them come in so we could talk about it face to face. I'd see if I could get to the bottom of the problem, and let that dictate my answer. Maybe they just aren't sure how it's going to look as 16x20s. Or maybe they want the background lighter. Maybe, maybe, maybe...

My bottom line was to do what I could to please the customer, if it was possible to do so.

One classic technique is to ask them if there was something specific that was on their minds. Then, whatever they said we would respond "I understand you're not happy about XXXX. If I could take care of that, would you place your order today?" That's a tool to find out what their real issue is. If they say "Why yes, we'd love to order" then it's all good. If they say "well, my mom's dog died and I need the money to cremate the dog" then you'd know what the real issue is. 

I would be disinclined to refund sitting fees too, unless I thought it was the best way to have a clean break with the customer. An unhappy person tells 200 people how miserable you were. A happy person tells 10 they were happy.

I always followed the Davy Crockett rule "Some times you get the bear, sometimes the bear gets you!"

 

Dave

 

Marti, on my uncalibrated office monitor, it is a pretty dark blue background.  I know this monitor makes everything look darker than my home monitors, so I have no doubt that the prints are going to be lighter.  Perhaps you might print one, say 5x7, with your proof mark across it to show them.  Even if they don't end up ordering one, you won't be out much money and you can always use it as an example for future customers of why an uncalibrated monitor won't show true colors, explaining that the customer was concerned about how dark it was based on the monitor, but look, see, it isn't. 

Lucky1:

Dave, they didn't want the background dark, or black, but in the photo I posted you can see that it is blue, right?

 

I'm on a crap monitor, I can see it's blue, but it looks real dark on this one.
The monitor doesn't matter though, they have the proofs.

 

Lucky1:

I am pretty sure that in the past they have gone to a chain studio and ordered on the spot....They said it was too far to come back and look at them.

idk.....

 

This is what really pisses me off sometimes.  You mentioned before that he told you they've always gotten printed proofs in the past and/or they've never ordered online before.  So why didn't they think of these things BEFORE they even booked the session?  How in the heck did they think they were going to order if they are too far away to drive?

I am so happy that I've gone to Portrait Consultations now for every single shoot I have.  I give them a booklet that explains everything in detail so even if they didn't hear me or forgot we talked about it, it's in writing.  They sign an agreement that says they understand all the important stuff (model release/copyright laws/etc) and they get a copy of that to take home as well.

That way there is no suprises - that are my fault - after I've spend my valuable time shooting and editing and posting thier session/images.

I'm sure you explained your process to them before they booked and I'm sure you even discussed it with them when they came in for the session, so it sound like things just keep coming up.

I would send them a letter/email or call and ask that the proof book be returned to you if they do not plan on ordering with in ## days.  

It doesn't even seem like they're giving you a specific bottom-line reason why they haven't ordered.  Just a bunch of excuses.

Excuses are fine, whatever, but I'd rather just write them off and move on to a paying client.

 

FWIW I'm on my calibrated studio monitor and that images is fine.  The children are nice and bright and I can see the light blue hotspot with the dark blue around it.

Dave W:

Lucky1:

Dave, they didn't want the background dark, or black, but in the photo I posted you can see that it is blue, right?

 

I'm on a crap monitor, I can see it's blue, but it looks real dark on this one.
The monitor doesn't matter though, they have the proofs.

 

I have to agree. I am on my calibrated monitor and the border of the image are almost black, I do see a little blue around the kids. The kids look good but the background seems a bit dark to me.

RRP:

Dave W:

Lucky1:

Dave, they didn't want the background dark, or black, but in the photo I posted you can see that it is blue, right?

 

I'm on a crap monitor, I can see it's blue, but it looks real dark on this one.
The monitor doesn't matter though, they have the proofs.

 

I have to agree. I am on my calibrated monitor and the border of the image are almost black, I do see a little blue around the kids. The kids look good but the background seems a bit dark to me.

 My monitor is pretty well calibrated i.e. my prints match my screen, and I also see the background as dark...I can see what I'd call a dusky blue almost halo like around thier heads, but otherwise yeah it's quite dark.

Using Color Schemer and picking up color from the image posted here:

Left side down by the shirt sleeve I get hex #09100D  in RGB that is R-9 G-16 B-13

Around the heads I get hex #384952 in RGB that is R-56 G-73 B-82

If you plug either the hex code or type in the RGB values in Photoshop's color pallette you will see what I am seeing (and possibly what they are seeing)

That sad, I don't see the problem! The red shirts and blond hair against the dark looks fine! And I cannot imagine anybody not being happy with your work!

 Thanks Tina, that helps. 

I didn't ask him if the printed proofs still look like a black background or not....

I sent him an email late afternoon stating the 15% off if they order by Friday (since they got the book on Monday) and if they had any questions, or if they wanted to meet at the studio then to give me a call in the morning....I was gone all night tonight.

I guess we will see what happens! 

I just had a family like this- They bickered through the whole session with each other about poses and not wanting to be there or have pictures done. (4 beastly teenagers) any conversation I tried to have was quickly shut down.so I just smiled and took the pictures. Of course they hated them all and sent scathing emails about what I should have done to make them look better and how I should have posed them better blah blah blah. The mom emailed and said there was only one she would consider buying and only wanted 2 5x7s. So I invoiced her for the 5x7s and told her they would ship directly to her once the invoice was paid. I never mentioned anything about all the nastyness but I soooo wanted to write back that I can't help it if they didn't like the subjects of the photos and maybe if they had, had a halfway decent attitude they would have looked better. (there wasn't anything wrong with the pics that anyone else could see)

she paid the invoice I mailed her the 2 5x7s and good riddance.  I really wanted to argue and defend myself but it was an arguement I could never have won. They were just nasty grouchy people.     HOPEFULLY anyone she badmouths me to will take into consideration who it is coming from, but what do you do?

crazy4kids:

I just had a family like this- They bickered through the whole session with each other about poses and not wanting to be there or have pictures done. (4 beastly teenagers) any conversation I tried to have was quickly shut down.so I just smiled and took the pictures. Of course they hated them all and sent scathing emails about what I should have done to make them look better and how I should have posed them better blah blah blah. The mom emailed and said there was only one she would consider buying and only wanted 2 5x7s. So I invoiced her for the 5x7s and told her they would ship directly to her once the invoice was paid. I never mentioned anything about all the nastyness but I soooo wanted to write back that I can't help it if they didn't like the subjects of the photos and maybe if they had, had a halfway decent attitude they would have looked better. (there wasn't anything wrong with the pics that anyone else could see)

she paid the invoice I mailed her the 2 5x7s and good riddance.  I really wanted to argue and defend myself but it was an arguement I could never have won. They were just nasty grouchy people.     HOPEFULLY anyone she badmouths me to will take into consideration who it is coming from, but what do you do?

I just have to say you handled this very well.  I have a hard time biting my tongue sometimes and you did a great job killing them with kindness!

I don't have time to read the other posts, but if it's any consolation, the picture you posted looks completely fine.  I can't imagine why they wouldn't like it unless they have ugly faces. 

 She left a message this weekend that she would call me today.  She said in her message that they are going to order a few of the poses of the kids....idk...we will see.

 I looked at the photo several times.  It might look dark on the BG, but it is a very nice photo.   If she only orders a few I wouldn't be concerned, the work was good.  I would have ordered them if they were my kids in an instant.  You have already gone above & beyond by sending the proof book.

they look fine to me the bg doesnt look dark at all. let us know how it turns out

 The mama called today, and she admitted that the photos look better in the proof book.  She also admitted that she didn't like the way she looked in the family photos (she is about 40+ with no makeup, a bit overweight, and her hair is a bit frizzy.....hey I just described me!)  I hate photos of myself too!

She ordered some of the boys and one family pose.  So, while not my biggest sale, she did order more than I thought she would.

 Sounds like it was a good ending, considering everything!

From what you said and from looking at your example photo with the face blurred... please forgive my language but what you have are ignorant customers. Get them to look at them on your monitor OR get a hand full of 4x6's and meet with the people & be ready to take an order. All monitors are different, all screens, all browsers interpret code differently. Duh, the photos look different on different screen. Not knowing this is not their fault. Most people don't know that. For example I have two monitors on my computer and it is kind of weird for me still to see nice pretty photos on one, drag the image to the second monitor and see heavy orange coloring. the first thing you should do in the future is to warn people about different monitors. Inform them so they will be ready. That will cut them off real quick from thinking of all the ways you did them wrong. Then just be ready to either show prints or for them to come back to your studio. That's pretty much what I found when selling online. I'm finding now that it is easier for me to just make prints to show off as proofs; but anyway. Inform your customers about anything they may experience like the Dark Side of the Monitor! muuuuhahaha... PS good luck