Tuesday Tutorial: Handling a Re-Shoot request
Tuesday Tutorial: Shoot Re-Dos
It shouldn’t happen often, but every once in a while, a client may want to re shoot. Maybe she didn’t like how her hair and makeup was done after the hype of the experience was over, or maybe she wasn’t feeling her best that day and she sees something in the images that are causing her to react. There are multiple ways to handle these types of situations.
- Say no. Yes it can be that simple, but it won’t leave a good taste in your clients mouth, let alone help your referral rate.
- Yes of course, but you have to pay for it since all the work was already done and time can’t be given back. This gives her the option, but she won’t be happy most of the time having to re pay for something she didn’t like the first time-especially if she isn’t guaranteed money back if she doesn’t like the images for a second time.
- Say yes, but if she wants hair and makeup again, she has to pay for that-the session itself, you’ve got covered. This can be successful in it puts the ball in her court and allows her to take a moment to rethink-was it the hair and makeup or was it something else?
- Yes of course! It means the world to me that you are satisfied with your images and want to bring them home with you. You proceed with a full shoot with hair and makeup and essentially “start over” with this client to ensure her happiness. This is great for her, as it makes her feel like you really care, but if word gets out that you do this for one, be prepared for potential others looking for a second free shoot with the works. Great customer service here, but without a guarantee of product being purchased to make up the lost income from doing the free version from the re-do, is it really worth it for you as a business owner and how hard will it hit your sales average and bottom line?
Any of these ways could work; all have their positives and negatives. You need to find out which one works for you. Make sure when something like this happens, that you do not just say ok and do it. The results will be similar to the first and it will affect your sales and more importantly, the clients’ happiness. Dive into it with her. What specifically didn’t you like about the images? What were you expecting? You may find, that she thinks the post work is too much, or that she had a different vision than what you showed her. Sometimes, it is simply her own body image issues. Find out where the problem lies and how you can appease your client and everyone will be happy with the end result.