When Client Doesn't Understand Time Needs

A question I see frequently on photography boards is how to address clients who want 100 images to be created in 30 minutes of time- or some variation of how to deal with a client who is expecting too many images in too short of a time frame.

The Problem: 
Generally, clients have this expectation because they haven't fully understood how much time professional image creation takes.  You're the expert, and perhaps you even provided them with timeline suggestions, but somewhere along the line your suggestions weren't understood or were trumped by someone else who told your client that it wouldn't take that long.  As far as the client is concerned, taking a photo is like taking a selfie- a few seconds and you're done- so you need to help them understand why it takes longer when working with a professional.  They aren't ignorant, they just aren't professional photographers who see 100x more detail in every image and spend extra time making sure it looks better... which is exactly why you're being hired in the first place.

The Solution: 
Address this as early and as soon as possible by quantifying the amount of time each image takes for the client.  Help them understand the process and what happens during that time so that they can be realistic in their time goals.

Wedding Example: If it takes 5 minutes to round up the right people and create a great formal portrait at a wedding, than let the couple know that every posed image request needs to have 5 minutes allocated in the timeline.  If they request 50 posed images in 30 minutes, remind them that each pose can take 5 minutes to get everyone in place and properly focused, and then ask if they'd like to add more time or remove some of the requests.

Commercial Example: If it's a product shoot and you know it takes about 1 hour to get the lighting right with all the variations you need in post-production, than help the client understand that every photo request will also require 1 hour of time from the stylist, studio, and lighting crew.  By helping a client understand what is involved in the creation of each image before you get to the shoot, you save everyone time and frustration in the end.

Be The Expert:
Clients come to you for your expertise because they don't have a full understanding of what it takes to create the work you create.  Make sure you educate clients and help them understand as much as possible in order to have a successful shoot with realistic expectations.  A client needs to know when their expectations aren't reasonable or accurate, and you are the only one who can help them understand what time is needed to create your professional quality.

Anne Ruthmann is a professional photographer in New York City. With over 10 years of success as a full-time photographer in weddings, portraits, editorial, and now architecture and interiors, she spends any extra time she has helping others find smart solutions to business problems.  Stay in touch on Instagram, Twitter or Facebook.

Ask Jillian - Kudos Without Credit?

I've gotten some great "Ask Jillian" questions, so I think I'd better get to writing! Today's "Ask Jillian" comes from a photographer who I am going to dub "Catalina" (yes, after software I was using last year, for the nerds among us). She's like to know how to deal with bloggers who post and talk about her images...but don't credit her or ask permission.

Catalina writes us to say:

One of my big boosts of blog readership and business has come from being on some high profile wedding blogs. It's so flattering and I have built real life relationships with these women. My question is, I get a lot of other blogs just taking my work and using it on their not so well done blog. They even go as far as to take screen shots of my websites of non-watermarked photos. I put a message on my blog saying I'd be happy to 'loan' you the photos and to let me know. Through the magic of google alerts, I can still see people using my photos without asking for their blog's content. I don't want to ruin any potential relationships, say if the person is an invitation designer in my area, but I really want people to show a little respect. How might I handle these situations without looking like a scary cop?

Well, Catalina, in the new era of web 2.0 this is going to become a very common problem. I think it's awesome that you are (as has been suggested here before) using Google Alerts to find out when others are saying nice things about you! It's a wonderful feeling to find out that your business is being talked about....but not so great when they are talking but not using your name!

I think you're already taking the right approach, but let me expand a bit. Here are the things I try to remember:

1. Stay calm, cool, and collected.
Catalina is already doing this, but it's a good reminder for the rest of us. Keep in mind that it's a positive thing to have more people looking at your work, so don't get too worked up. And *most* people out there really want to do the right thing and will if you just ask nice enough. Don't get yourself all worked up until you've tried the nice approach first.

2. Make friendly and encouraging contact with the blog owner.
Most will be elated that you found their blog and contacted them. Start off by emailing them to say that you noticed they had featured some of your work, and thank them for their kind words! Say you're super excited to be on their "insert appropriate positive adjective here" blog. Then ask if they would mind posting a link to your website or blog, so that blog readers can see more? If their blog is well done or has a big readership, you might ask if they would mind if you mentioned their post on YOUR blog! This gives them a bit of a turn-around boost and really shows you're willing to help them out too.

You might also leave a comment on the blog entry, that says something to the effect of:
"Oh my gosh, thanks so much for featuring my work! I'm elated that you like it. Anyone who wants to see more...http://mysite.com - hugs, photographer"

3. Don't worry about the level of "professionalism" on their blog.
Catalina mentioned that sometimes the blogs aren't well done, or the screen captures they are taking look poor. I wouldn't worry too much about it. I do like the idea of offering to provide higher quality images for their use, but otherwise don't sweat it. Readers of the blog (probably friends and family of the author) aren't likely to hold it against you...so long as they have a link to your site which *is* high quality. It's more important that they are saying nice things and providing a link to your blog/site.

4. Put it in perspective.
If the "nice approach" doesn't work, don't necessarily jump into "lawsuit" mode. Yes, it's frustrating when we aren't getting credit for our good work, or when someone is presenting our work in a less-than-professional way. But our response...both internally (stress and emotions) and externally (emails, calls, lawsuits)...needs to be proportionate. Take a step back and decide what the impact will be. If it's a random bride's blog and her family and friends are her only readers...it might be worth just letting go. Do a couple of google searches for your business name, and see where that link shows up. First page? Worth pursuing. 18 pages in? Probably not. (In cases of you not being named...it likely won't show up at all.) Think about the time, stress, and money you'd need to put into fighting the injustice, and decide if it's worth it to you.

Depending on the situation, it might be a mild case of "stealing intellectual property" (they aren't claiming the work is theirs, but they are using it without permission). If you feel it's worth pursuing, check out Anne's post about confronting someone who has stolen intellectual property.


Thanks Catalina for the question! I hope that you have more blog recognition than you know what to do with, cause I know it will help you grow your business!

PS - Another idea would be to add a disclaimer to your blog/site indicating that images may not be used without crediting you with a link to your website. Then when you contact someone, you have a policy to point to.

Jillian Kay is a wedding & portrait photographer from San Jose, CA. By weekday, she is a mild mannered software engineer. By weekend, she is a joyful and energetic force behind a camera! Jillian enjoys tackling the tough questions about client relationships and helping others see win/win solutions. When not working, she loves taking walks, blog-stalking, visiting with friends, and enjoying life!.

Ask Jillian - How to charge friends and family?

For my first installation of "Ask Jillian" I have a question that constantly haunts most photographers! How to handle friends and family?

Since I don't like talking to myself (in public), I'll be giving made-up names to our friends who post anonymously. Today, our question is brought to us by "Muriel."

Muriel writes:

I am CONSTANTLY struggling with what to charge close friends/family for photo sessions. I just finished my first year of photography and it was a successful one (luckily!). But I'm still starting out and can't afford to do a lot of discounted sessions. Especially when right now, that's mostly who I'm doing sessions with. But I also want them to use me so that they'll tell other friends/family about me. What do I charge them??

Well, Muriel, congratulations on a great first year! Let me start off by saying that the answer to this question will be different for every photographer. The only "wrong" policy is not having one. In the end, it's all about making decisions and communicating them clearly. Here are some steps to guide you (and everyone else) through creating a policy.

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1. Delineate your audience into clear-cut groups.

(Caution, "best friends" is not clear-cut and it's hard to tell someone "I'm sorry, you're only a 7 on the friend scale, and my discount is for 8+ people." )

For example, these are mine:
-Immediate family (my parents, siblings, and their spouses).
-3AM Friends. Friends who I would feel comfortable calling at 3am if I had a nightmare and vice verse. These are my closest friends. I don't have many and they respect my time.
-Everyone else. That's right, everyone else with whom I have a relationship is in this group.

You will need a different policy for each group. You might choose "cousins" or "vendors" or "my kids' friends' moms", but try to keep it as simple as possible.

2. Know your worth, and communicate it with everyone.

Never give anyone a free or discounted shoot without telling them what you would normally charge for that shoot. Make sure they know the value of the session that they are getting.

For my friends, I let them know what the full cost of the session is whenever the subject is first approached. "Sure, normally my sessions are $xxx, but I like to offer one at-cost session to good friends." Now when they go off and tell others about me, they know exactly what I charge, even if they received a free session.

3. Set boundaries on your generosity, and communicate those too.

In my policy, which I don't mind making public, my immediate family gets as much of my photographic talent as I can force them to take. Of course, we live 2000 miles apart, and I'm only home twice a year. My time is always free to them and products are at-cost.

For my 3AM friends, my wedding and portrait photography services are free, and products are just above cost. Again, we are only talking about a handful of people whom I seldom see. I have done one wedding for a 3AM friend; I stayed in her bedroom the night before her wedding, and we stayed up giggling and talking in the dark.

Everyone else - this is the group where the policy really comes into play. Everyone else gets one at-cost portrait session. This just covers the cost of my editor; my time is free. Products are full-price, but I do provide them the high-resolution images. Weddings are full price.

Also, I only do a limited number of these sessions a month and only if I have the available "free" time. So if they want a "right now" session and my calendar is looking full, I give them the option of paying full price and booking sooner or doing "at-cost" when I have more free time. You need to keep openings in your calendar for paying clients and for "you" time. It's okay to be protective of your time, and those who are deserving of your generosity will understand this.

4. Set expectations for delivery times.

This applies to regular clients too, but it is increasingly important for friends and family. Let them know that since your regular clients need to come first, it will take X weeks to get their photos back to them (probably 2x your normal delivery time). Since you aren't being paid for your time, you need to make sure it fits into your leisurely time. It's best to communicate this before their shoot. If they need more expedited handling, offer them a full-price session or refer them to a friend.

5. Sign all the normal contracts.

I'll be honest, I don't do this with immediate family, but then again I have a really incredible family. With friends and coworkers, I do still have model releases or portrait contracts signed. For the 3AM friend's wedding, they signed a normal wedding contract. (Except the final cost came to $0.) This not only protects both parties, but also helps you communicate to them that you are a professional...not someone with a hobby.



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So, Muriel, one idea would be a "Friends Of Muriel February Special"...invite your friends to book a session in February for a special price. Let them know that all sessions will go back to normal price of $XYZ in March. If it generates a lot of interest and makes your friends happy, you can do it again next year during a slow month.

Alternatively, you could decide that your policy is to always give a percentage off for friends and family. Or to never discount at all, and only do full session prices. Another approach with many benefits would be to offer free upgrades to friends and family who purchase sessions at full-cost session.

For exactly "what" to charge...only you will be able to select a price, because only you know your friends' income level and interest level. Choose a few price points between "free" and "full price." At each level, how many friends do you think would book? Do you think those bookings would generate adequate future business? Do you think those friends/family have networking connections with people who are your target client base? Try to think more long term rather than the just short term income they would generate. But if, long term, the discounts won't help your business, you should not feel bad about charging full price if that is what you want your policy to be.

For another point of view, try this previous post: "Leaping from Hobby to Profession"
Another good read from the blog, on pricing in general, is at "The Psychology of Pricing"

I encourage everyone to chime in with other opinions and personal experiences!! I, quite frequently, do not have the best ideas, but our conversation can generate brilliant thoughts!

If you have an "Ask Jillian" question, please email Jillian at jillian@jilliankay.com


JILLIAN

Jillian Kay is a wedding & portrait photographer from San Jose, CA. By weekday, she is a mild mannered software engineer. By weekend, she is a joyful and energetic force behind a camera! Jillian enjoys tackling the tough questions about client relationships and helping others see win/win solutions. When not working, she loves taking walks, blog-stalking, visiting with friends, and enjoying life!.

And here are a few photos I took (at no cost except that I wanted to get to hold her) of my 5 week old niece, Eden. :)