The Dichotomy of Understanding

Dealing with the Not-So-Well-Versed-in-Photography Client

“I love candid shots and a journalistic approach to photography. Oh, and here’s an eight page photo list of all my must-have shots. I really like those with the progression of a kiss. We must make that happen.”

It never fails. For every five clients that leave the creative genius up to you, the photographer, and trust you’ll come back with stellar results, you’ll encounter one that resides in a delusional world where “candid” and “posed” are interchangeable terms. Or cropping a picture to make it an 8×10 means that you stretch it to fit the space – you certainly shouldn’t lose the bottom quarter inch of Nancy’s high heels.

It can be rather frustrating to try explaining the technical side of photography to someone who already seems to own The Biblical Rendition of Producing Breathtaking Photos (you just Googled that non-existent book, didn’t you?). It could be anyone: the overly-organized bride, the tag-along dad on a senior portrait session, or the anxious mother of a two-year-old that expects her son to sit still and smile pleasantly at the camera (no goofing off allowed).

It’s no wonder my hair started turning gray at the ripe old age of 31.

Maintaining Grace Under Fire
Screening your clients prior to finalizing a session date is an awesome idea – simply verify that the potential recipients are familiar with your artistic approach. Of note, it’s a red flag if a caller says something like, “Oh yes, I’m familiar with your style and love your work, but I was hoping we could do things a little differently.” You’re going to have a hard time dealing with someone who isn’t willing to give you creative control.

Of course, you may choose to bottle up your frustration in exchange for money in the bank (don’t say I didn’t warn you), in which case it’s important to learn how to side-step those awkward moments when your ability to do your job is apparently in question.

Establish a Clear Approach — Whether it’s in person, via email, a shared Pinterest board, or over the phone, take the time to figure out what your client is specifically looking for. Ask her what one must-have shot she wants, take notes, and assure her that you’ll do everything in your power to make that happen (PhotoMerge often comes in handy under these circumstances).

Assert Your Expertise — When he mentions “candid” shots, politely explain to him what that is and the difference between that and something posed. If she plans to do ten wardrobe changes and five different prop set-ups for her daughter’s one year photo session, explain that her daughter probably won’t make it through more than two before wearing out. You’re the expert. You’ve experienced these situations before and you have a better idea of what to expect, regardless of how well Momma knows her little girl. The key is donning yourself an expert without coming off as pompous and unapproachable.

Give One Last Chance — Many clients don’t know what they want until they’re in the moment of the session. So, get everything you think will make for a solid proof gallery, and, toward the end of the session, ask the client if there is anything he’s thought of before you put the lens cap on and call it good. He may not have ideas, but you’ve done all you can to accommodate – and this will come in handy later.

The Post Session Debacle
As I’m sure you’ve experienced before, the client that is one of the easiest to work with during the session, can turn werewolf once you reveal the proofs.

” Why is she off center?” – Time to pull out the Rule of Thirds chart.

“Why didn’t you take a shot of Jimmy jumping in the air. That would have been great.” – Gently remind him you asked for additional ideas toward the end of the session and no flying shots were mentioned.

“She didn’t smile in a single picture? Is this all of them?” – Assure her that you only show your clients the best of the best and remind her how you stood on your head in polka dot bloomers without so much as a batted eye from your subject.

Many out there simply don’t know what they want until they see the results, and have a hard time grasping the fact that, by then, it’s too late. As long as you maintain professionalism, it’s okay to stick up for yourself and your craft. Oh, and it’s probably a good idea to have some information on aspect ratio to pass along once print orders come in, too.

The Customer Ain’t Even Close to Right
And that’s the nature of any industry and any set of customers. Many think they know what you do and could do it better themselves if they had the right equipment (don’t even get my started on that entirely more exasperating issue). You may have to guide, teach and explain until blood vessels begin to surface in your neck.

Thankfully, the number of avid supporters of your skill far outweigh the under-versed Photography Bible thumpers who want to pick it apart. Otherwise, how would you be in business in the first place? It’s best to put on your Humility Hat, grit your teeth in nodded agreement, and find yourself excruciatingly overbooked the next time that client comes calling.

And the next time… And the next time…

(originally posted on Ink’d Content)

C2C and Abundant Uses for Ranch Dressing

The Relationship Acronyms of Business Success, Part 3

When you work to create interactions between your clients or customers, you’re using the C2C business model, which stands for ‘client-to-client’ or ‘customer-to-customer’ (and yes, even client-to-customer). Basically, with the C2C approach, you provide a place for everyone to come together, using your products or services in the process. And even if your business doesn’t automatically lend to this model, you can easily adapt it to do so.

In keeping with our culinary theme, C2C is like ranch dressing – you can use in on most anything with yummy results. Ranch ties many things together, and your C2C approach should do the same.

Myriad of Munchies

A veggie tray has a variety of crunchy vegetables to enjoy, such as carrots, broccoli, peppers and cucumbers. However, ranch dip goes a long way in really making them mouth watering. Of course, ranch dressing is the finishing touch on a salad, marrying a variety of elements together in one palatable concoction. You can make a ranch chicken dish, appetizers, soups… ranch can make almost anything come together to satisfy the taste buds.

Businesses using a C2C model are like the ranch dressing in that they bring a variety of people together with delightful results. A coffee house connects business people with stay-at-home-moms and college students. Social media sites like Facebook connect and reconnect most everyone on the planet. Etsy gives boutique craft shop owners the opportunity to come together in one place and sell their wares (as does eBay and Craigslist).

Sure, these shop owners, career people and socialites can function in their daily personal and business lives without a little ‘ranch’ – just as chicken and baby carrots taste pretty good on their own – but why not use the ranch when it’s there and make things even better?

Adding a Little Zing

Some business owners may be reading this article and assuming that, because they don’t offer a product or service that immediately brings people together, this subject doesn’t apply. However, creating a C2C environment can be beneficial to any business, and there are a variety of ways to go about it, even if it’s not an automatic function of your offerings. Consider the following possibilities:

Community Events — Organize a community event related to your business, or participate in a locally organized event in order to create more awareness and foster an interactive environment. For example, if your clothing store has a downtown store front and your community sponsors a monthly downtown event, get your business in on the fun by offering discounts and activities for event patrons. A photographer can offer a photo booth at a kids carnival hosted by a local charity. A baker can host a cooking contest at the community center. It’s easy to get involved and works wonders for creating a C2C environment.

Teach a Little Something — If you have a skill to offer, don’t keep everything to yourself. If you invest in your clients, they’ll invest in you. For example, landscapers can offer a garden design course, photographers can teach mom’s how to use their cameras at home more effectively, and a freelance writer can provide a course on common grammatical mistakes. All you have to provide are just a few basics for a small fee, and you’re not only making extra money, but you’re bringing people together with a common interest.

Ranch Goes With Everything

Have you ever tried to get your toddler to eat something he’s not particularly fond of by letting him dip it in ranch? Even somewhat weird combinations, like ranch and hot dogs or ranch and scrambled eggs, turn out to be surprisingly tasty. The same is true for adopting a C2C business model. Even if your product or service doesn’t immediately say “let’s get together” like a coffee house or Facebook, it certainly can – the creative possibilities are pretty limitless.

Plus, there’s the added bonus of more revenue, and who can dismiss something as important as that? After all, a customer-to-customer interaction means they’re talking – chances are, they’re probably talking about your business. You certainly don’t want to leave them at a loss for words. Dip up (har-har) something exciting to create a flourishing C2C environment, and see the yummy benefits.

(originally posted on Ink’d Content)

Knowing When to Walk Away

Whoever said ‘the customer is always right’ never dealt with the meticulous, unappeasable, make-your-life-a-living-hell client. You know they’re out there. I bet every one of you reading this post encountered one (or 20) in the lifetime of your business.

Maybe the logo you designed had 15 tweaks before the client decided to scrap it and have you start over with a completely different concept. Or there’s the client that insists on getting a picture of her child smiling and, no matter what you do, her two-year-old refuses to cooperate, but it’s all your fault (yes, because it has nothing to do with the pressure the parent is putting on the little tike). Every freelance writer, at one time or another, has experienced the client who ‘knows’ what she wants, but sends your work back three times because she’s changed her mind about the approach (and, by golly, you should have read her mind and done it right the first time!).

Whew. Maybe I’m getting a little worked up here, but it can be very frustrating to deal with such repelling behavior. There comes a time when you have to decide if that client is actually worth all of the trouble and stress. You have to recognize when to walk away.

How Do You Know?

There are some clear red flags that you and a client won’t mesh well. While these warning signs will vary, generally you can expect some difficulty when dealing with the following personalities:

1) Unappeasable Nature

Some people are just impossible to please and will find something wrong with everything. This isn’t just in relation to the products/services you provide; this characteristic tends to saturate every aspect of their lives. If you’re walking on eggshells and doing everything in your power to make things right, but still can’t make any headway, then you may have an impossible perfectionist on your hands.

2) Center of the Universe

This one goes without explaining, but I’ll do it anyway. A handful of clients you’ll encounter will think they’re the center of the universe and that everything revolves around their gravitational pull. Selfish and overbearing, nothing you do will ever be enough for these individuals.

3) Passive Aggression

Back-handed comments about your inability to please a particular client, even when done with a chuckle and comedic portrayal, are still just as insulting as a client who yells. “You do a great job for me, but I certainly don’t want to be the last client you ever have [insert guffaw], so let’s figure this out so you can get it right next time.” These individuals have a lot to say, but aren’t particularly fond of confrontation. Instead, they’ll express displeasure in a more manipulative, and sometimes moderately threatening, between-the-lines sort of way.

Stick it Out or Walk Away?

While sticking it out does pose a problem for maintaining your sanity, these clients often develop a loyalty to your business, despite their blatant indignation. Surprising, isn’t it? Sometimes this is because you’re the only one that will put up with them, other times it’s because they enjoy having so much power, and most of the time there is absolutely no logical explanation.

The point is, you need to determine if the stress these types of clients put you under is worth enduring for what you charge. I often find that it’s not, but you might be more patient and able to endure much more torment than I am.

Whatever you decide in the end, there is no way of knowing what a client will turn out to be like when he contacts you initially. In that case, when dealing in contracts, an escape clause is an absolute must. Know your personal and professional limitations, and always provide yourself with a way out. Do your best to sever the business relationship with grace and proficiency, but it’s probably in everyone’s best interest if you ‘man-up’ and walk away.

Vent Share Your Thoughts

Do you have an impossible client horror story? Did you come up with an inventive way for cutting ties? Share below and feel that sense of release we all enjoy when expressing our own disdain for life’s crummy moments with someone who totally understands.

(Originally posted on Ink’d Content)