Set Your Safeguards
One of the ways you can be prepared to handle client problems is by setting your safeguards. Wondering how to do that? Just use your wedding photography contract. Having a signed contract is a prerequisite. Also, make sure that it is approved by your lawyer, eliminating the scope of any loopholes. Your contract should clearly mention your deliverables, the services you are providing, and other vital details. Your second safety net could be good insurance. To understand more about the need for insurance, read our blog on Wedding Photography Liability Insurance.
Suggested Read: The Ultimate Guide To Wedding Photography Contracts
Common Client Problems
1. Lost Memory Cards
Data loss is one of the most common and unfortunate client problems you could have as a wedding photographer. Therefore, if you aren’t already, you may have to go pro at keeping track of your belongings during and after a wedding. Because even if you lose a memory card once, it could potentially create a pretty huge mess for you. To avoid this situation, you could consider having backup cards that you never take out from the camera. But when there is no backup card, search EVERYWHERE! The car, the venue, your bags, etc.
2. Corrupt Images
Again, you could avoid being stuck with corrupt images by shooting with cameras with a backup card that you never remove. When you do find yourself in this situation, try various card recovery software options. You could also try calling PPA and see if they can help. If neither works, you could also check out photographer forums and do research on how people in the same situation fixed the problem.
3. Missed Out Moments
Another common wedding client problem is regarding missed moments. This problem can arise due to various reasons. Perhaps you just didn’t anticipate it, or you were busy photographing something else, or your gear malfunctioned at the wrong time. No matter what the reason, your first step should be to apologize and own your mistake. But if there’s a genuine reason behind missing a moment, try explaining it to your couple without appearing defensive.
4. Unhappy Parents
Sometimes, you might find yourself in situations where the couple’s parents are unhappy. This could be due to multiple reasons, and you might not always be the root cause. One of the things you could do to avoid such client problems is to make sure that both clients and their parents are informed about the agreed timeline and checklist beforehand. Sometimes, the couples have agreed with and signed the contract, but their parents might have their own plan in mind – in such cases, you could explain the ins and outs of what you’ve discussed with your couple to them or refer them back to your couple.
5. Buyer’s Remorse
Sometimes, buyer’s remorse could also be the cause of some client problems. Buyer’s remorse is a sense of regret a buyer feels after having made a purchase. Finding the right response to such situations could be tricky, mainly because it has nothing to do with your work. What you could do to handle such situations is listen and ask them how you can resolve their problem. If practical, you could show them a bit of a sneak peek of the wedding images. This could help them better understand where they invested their money.
How to React & Respond?
While you don’t necessarily have control over what problems your clients can come to you with, you do have control over how you react and respond. Rather than jumping to your defense (even if you are not at fault), listen to them as they voice their complaint. Once you understand their concern, ask them how they’d like for you to fix the issue at hand. Essentially, remember to be more mindful. If they give you a possible suggestion, see if you could cater to it. If not, you could suggest a solution from your end and try to get to a middle ground.
Remember, Errors Happen
Remember, faults happen, and mistakes are a part of life – both professional and personal. Even though you aim to provide an amazing client experience and do everything you can to keep your clients satisfied, making everyone happy may not be the most realistic goal for your wedding photography business. So when things go south, first, try to hear out and understand your client’s concerns. If there is no practical solution or if your client is refusing to meet you halfway or threatens you with legal action, then you may want to seek legal guidance.
At ShootDotEdit, we love bringing you resourceful tips that help you grow as a professional wedding photographer. And to help you dedicate your time to doing things you love, we also help to lessen your post-production workflow by taking editing off your plate. To learn more about how we can help – check out our pricing plans.