How To Give Bad News To Clients

In an idealized world, you would never have problems and your plans would always work out the way you planned them.  Cars, trains, and busses would always work reliably, people wouldn't break their ankle just walking along the street, and electronics would never crash.  However, this is planet Earth, where reality means taking the good with the bad, and where success is achieved by overcoming problems- not avoiding them.  If you haven't had to give a client bad news before, than you probably haven't been in business for very long or you're extremely lucky.  When you do encounter a situation in which you need to deliver some bad news, know that you aren't the only one and that giving bad news is sometimes just part of running a business.  I've found that no matter what the bad news is, there are some key strategies for dealing with it and delivering it:

1. Put it in Perspective: 

• Has anyone died?  If not, than you can rest assured that this is not the worst possible news you could give someone. 
• Can the work be redone. recreated, or replaced?  If so, than you have some great options you can offer your client.
• Will additional time give you an opportunity to correct the problem?  You may not even need to deliver bad news if you can simply take more time to solve the problem.

2. Ask Peers for Help:

• Even if you've never had the problem before, chances are that other people in your profession have had the same problem before.  Find out what they learned from that experience.
• Find out what solutions you might be able to provide your clients in the event that the problem can't be solved without their involvement.

3. Sleep On It & Relax:

• Don't ever deliver bad news until you've had time to come up with some solutions, and you've had at least one night of sleep to gain perspective.
• Being able to respond reasonably requires a healthy state of mind - so, it's also good to start your day with something that relaxes you and helps relieve your anxiety so that you don't pass any of that anxiety on to your client.
• The one time when sleeping on it will NOT make it easier to deal with is if the issue is related to missing a deadline- in which case it's best to communicate any issue or delay before the deadline, or at the soonest possible moment.  If this is the case, skip #4 and #6 and find ways to get in touch as soon as possible.

4. Choose Good Timing:

• If you're a wedding photographer, don't ruin a couple's honeymoon by delivering news while they're sipping Mai Tais.  Wait until they are back into reality and ready to deal with real life again.
• Likewise, Monday morning is also probably not the best time to add another problem to someone's plate.  Consider any additional stress factors you can on the client's end in order to reduce the impact.

5. Have Good News Ready:

• Difficult situations are much easier to deal with when they are balanced by something positive.
• Offer alternative solutions as part of the good news, so that they are better received as possibilities.

6. Request A Phone Appointment:

• If your client typically deals with you via email, this is the one time you really want to get them on the phone.  Likewise, if you avoid talking to clients on the phone, you're going to be much better off in the long run if they can hear your words in your own apologetic tone rather than read your words over and over again in email with whatever doomsday voice they might add in their head.
• Request a phone appointment by email or voicemail, letting a client know that you have a few questions you'd like to task them about the work you're doing for them.  Offer three times and days that are good for you to chat on the phone and ask if there are certain days or times that are better for them- with the goal of finding a time as soon as possible when both of you are prepared to have a conversation without distractions.

7. Deliver News Without Drama:

• Let clients know what happened without dramatizing it.  Just state it as it happened, rather than framing it as a problem.  Accept responsibility and apologize for anything you had control over, and let them know what attempts you've already made to solve the problem.  Let them know that you really care about them and would like their opinion as to what they think the best solution would be.  Provide options for possible solutions, always ending with a question as to how the client would like to proceed.
• Give the client time to think and process the information.  Be patient and don't assume that silence is a bad thing, just let them think about the options you've presented, rather than trying to fill any gaps with apologies or excuses.  Just answer questions that are asked with facts, and always steer the conversation back toward focusing on a solution.

8. Implement Agreed Upon Solution:

• Make solving the problem your number one priority, and hire or enlist additional help if needed to get the project done.
• Keep clients updated more frequently on the solution in order to let them know that you aren't silently turning to other projects in the background.  Being proactive about your progress and communication means that they are never left to wonder about your dedication or efforts to serve them.

9. Be OK With Disappointment:

• Delivering bad news also means being OK with disappointment.  Learning how to deal with disappointment without it crushing your soul or taking time away from being productive makes you stronger and more successful in the long run.
• Some people will be unhappy no matter what solutions or options you've given them.  Know that you aren't not responsible for someone else's happiness or unhappiness.  You are only responsible for the job you were hired to do, and for doing your best to fulfill that job.  If you have done your best to solve the problem, and the client still does not seem satisfied, than there is nothing more that you can do.  Let go of any hurt, anger, or frustration, and resolve to do better in the future.

10. Remember To Be Grateful:

• Put one job in perspective by remembering all of the other jobs that have gone well.
• Reach out to past clients that you enjoyed working with and send them a note of gratitude for choosing to work with you.  Your gratitude to many clients will spread more good will to counterbalance any negativity you may worry about from one client.

Anne Ruthmann is a lifestyle & wedding photographer from Boston, MA. She spent 10 years practicing marketing & management in corporate and non-profit businesses before pursuing her passion for photography as an independent small business.  She loves helping others find creative and smart solutions to business problems.  Follow her on Twitter to see her daily adventures and thoughts.

Review: CG Pro Prints Canvas

A few months ago I came across a review on a forum I frequent online raving about a new canvas company they'd discovered called CG Pro Prints. I was skeptical but for the price I figured that it was worth a shot to see if they would even come remotely close to the quality I've come to expect from my normal go-to printer for canvases.

Item: CG Pro Prints Canvas

Website: http://www.cgproprints.com/

Price: $12.99 - $64.99 (you read that right!)

What I bought it for/what I was expecting: For the price I was expecting something along the lines of the cheapo canvases that are always offered on Groupon or at Walgreens. I'm just being honest. Something most of the normal population would be wowed by but almost all professional photographers would sneer at.

Expectation met? Holy moses, boy was I wrong!!!!

Pros:

+ High quality canvases.
+ Sturdy as sturdy goes frames/backing. My CAT decided to lay on mine and they were totally fine.
+ Hardware already attached. + Closed back (I like this better than the open back due to dust issues).

Cons:
- Not quite as sharp as other companies, make sure to sharpen your images a tinge before printing.
- Some of my canvases had stray fibers that needed to be cleaned up.
- You have to digitally stretch the image yourself or choose a solid border for what wraps around the outside of the frame if the subject is too close to the border (most of the higher end companies do this for you).
- Is the low price a gimmick or is it going to stay low? I want to restructure my pricing for them but worry that they will rise as popularity surges.

Final Thoughts: As you can tell, I wasn't expecting much. Even though other photographers were raving about their product, I was somewhat ho-hum about it. How good CAN it be for that cost? I was floored when I got the canvases in and was so elated by them! I was crazy excited to hang them up in our home - I decided to be my own guinea pig because I didn't want to risk it on a client order. While side by side you can tell the other canvas from a different pro company is a bit more expensive, you'd be hard pressed to pick it out off of a wall and I can't justify spending 3 to 4 times the cost for the other canvas. Beyond that the CS from CG is brilliant and amazing. I couldn't be more pleased!!!

Want to see some pics?  I posted some over on my blog and detail shots of them here.

Corey Ann is a wedding & lifestyle photographer from North Canton, OH. She is a mix of everything - fashionista (runs Clothes for Pros, clothing suggestions for photographers), travel guru, deal hound and geek rolled into one. She's had a website online since 1997 and a blog since 1999. When not plotting world domination or her next trip, she can be found reading one of the 100+ books she reads a year. Follow her on Twitter.

Making It Big Without A Big Investment

Did you know it's cheaper to start a business than it is to get an MBA?  To top that off, if you invest in a business for 2 years and only break even, you will be better off than someone who has gone to school full time for two years and has to pay back a $30,000 loan for the next 30 years.  Plus, when you work for yourself, no one can fire you and you can create your own pay scale.  This is why I enjoy being an entrepreneur and making my living by doing what I love the most.

Inevitably, the diatribe I get from new photographers is... "but, I can't afford the fancy equipment, the fancy blog, the fancy website, yada yada yada yada."

Who said you needed these things?  Not me.  I certainly didn't have any of those things when I started out.  What did I have?  I had a hand-me-down Olympus OM10, 35mm with manual focus and manual advance.  I just gave people photos as gifts after family gatherings or weddings.  My photos ended up on their walls and on their coffee table, and THAT was how my business started- even before I knew my business was starting.

 I actually didn't set out to become a professional photographer- people just loved my work and asked me if I could work for them.  

I had no website.  All of my images were being posted to Shutterfly galleries (after I finally got a small point & shoot digital camera and learned that labs would scan my film to disc), just so other out-of-state friends and family could see them.  I did headshots for people who wanted to be actors, models, and performers - simply because they were my friends and I had the technical know-how of working a camera with depth of field.  They paid for my film, and my processing, and I even got a little extra to help me upgrade my lenses and buy more batteries.  Eventually I was asked to photograph a wedding and I knew I couldn't photograph a wedding without an auto-focus SLR to get the results I wanted, so I just asked to be paid enough to cover the cost of a 35mm Canon Rebel and an extra flash.  They got all of their images to scrapbook, and I put a few on a basic "dot mac" website, as well as on a photo.net free gallery and on a flickr gallery.

That was how I started as a professional photographer- no website, no fancy lab, no fancy gallery, no fancy lenses, no fancy cameras, just whatever I could put together with what I already had.  Of course, that's not how my business or my equipment looks now, but that's what got me to where I am now- where I can own all the professional equipment I want to own, where I can hire people to help me, where I can go to the workshops I want to attend, where I can pick and choose the clients I want to work with, and where I can take vacations and time off when I want to rejuvenate.

The reality is, if people want to pay you for the work you're already doing, with what you already have, than it's a good sign that you have enough talent and skill to earn a living from your craft.

Whether you have the talent and skill to run a business and turn a profit is an entirely different subject, but you most certainly can rely on the economic engine of people wanting to hire you for your talent to be a good judge of whether you can become a professional.  Actually, this is how many entrepreneurs start out- by simply sharing their passion with other people and creating from their heart.  Anytime someone says "I will pay you to do XYZ for me"- it means that you have a talent or skill that is valuable enough and desirable enough for other people to pay for it.  The key to being profitable and making a living from it, is to always spend less money than you make.  If you only make a little but spend even less, than you're creating good business habits that will help you sail easily toward long term success and a great retirement plan.

Anne Ruthmann is a lifestyle & wedding photographer from Boston, MA. She spent 10 years practicing marketing & management in corporate and non-profit businesses before pursuing her passion for photography as an independent small business. She loves helping others find smarter solutions to business problems. Follow her on Twitter to see her daily adventures and thoughts.

Take Days Off!

It's that time of year again!!!  Wedding season!!  When weekends are a bust, free time is at a minimum and when you question why you ever got into this field in the first place.  The temps begin to soar and you look longingly at swimming pools where your friends are basking in the sun and you are running off to another shoot.  The summer holidays everyone enjoys with a cold beer in hand you spend with a cold lens in hand instead.  Most of the time though, it's worth it but sometimes you stop and think about all of the fun you are missing.  You look at the schedule that is bearing down on you for the upcoming season and feel a bit of dread about losing the weekends you've gotten used to having over the winter break.  We've all been there and if you claim you haven't, you are lying.

When I first started out a little over 5 years ago, I would take every booking and let them have any day I was free.  The first two "wedding seasons" for me were May - October solidly booked with no weekends off at all, many weekends were with multiple weddings.  It took me a few years to finally see that I needed breaks in the summer and started scheduling days off during my wedding season.  It took me another year or so to stop feeling guilty about doing so.

Look, I like money.  I just happen to like my sanity a bit more.  

*insert catty remark about my lack of sanity here* ;)

I'm not saying you need or should take every weekend off but when you start booking up with weddings or portraits, step back and look at your calendar.  After a year or two you should know where your sanity threshold is and when you start to hit the burnout stage from back-to-back weddings.  I found for me, 6-8 weeks is my max in a row that I can happily do.  More than that and I get a bit antsy.  Go through your schedule and schedule those weekends off on your calendar and make sure you stick to it unless it is something that you TRULY want to shoot.   Also, I know a lot of photographers refuse to schedule sessions on Sundays to take a day off from shooting during the week all together and to have one weekend day with their family.  I really like this idea and have been trying to transition to this myself.

I really hope that you take a moment after reading this and hit up your calendar and take sanity breaks for yourself.  Even if you've already booked up most weekends with weddings, take Sundays off and stick to not shooting or working that day.  I promise you, those little breaks will become a haven for you in the busy months ahead!

Corey Ann is a wedding & lifestyle photographer from North Canton, OH. She is a mix of everything - fashionista (runs Clothes for Pros, clothing suggestions for photographers), travel guru, deal hound and geek rolled into one. She's had a website online since 1997 and a blog since 1999. When not plotting world domination or her next trip, she can be found reading one of the 100+ books she reads a year. Follow her on Twitter.

What WON'T You Do?

A lot of people set out do define themselves and their business in terms of what they WILL do, however, you should also create a set of intentions for what you WON'T do.

This week I had to fire a client. I had to do it because they were starting to cross over into an area that I have determined unacceptable for me and my business: rescheduling a shoot more than once.

If this were a direct client for my business, I would have asked for a non-refundable retainer for the appointment that would be applied to their total package. This ensures I'm still compensated for spending the time and travel even if someone doesn't honor their end of the request and commitment. However, in this particular circumstance, I was serving as a contractor for an agency that entrusted me to serve this client and to get the job done no matter what- which meant no retainer fee or penalty to the client for not holding up their end of the commitment.

After the client scheduled and cancelled three times, I decided that it would be in the best interest of the agency who hired me if I just fired this client. I never have this problem with my own clients, so I was a bit nervous about how it would be handled by the agency when I acted on their behalf, however I also let the agency know about the client abusing their service offer. I told the client that due to the number of scheduled cancellations, I would need to cancel their request for photography and they could resubmit a new request when they were ready to communicate more clearly and honor their commitment. Within hours of firing this client, I received three new requests from the agency for clients that were all able to make a commitment within the next two weeks. Obviously, karma was on my side and I made the right choice.

While I've been traveling the world, I've also decided that I WON'T work on the weekend, unless it's a very special circumstance that I know will be of a greater long term benefit. In fact, not only have I decided not to work on the weekends, but I've decided I won't do any shooting gigs with my professional gear on Monday or Friday either. This allows me to have more four day weekends and to make sure that my work load is manageable while I'm working with reduced internet speeds and occasional internet outages or times of disconnection. This also means that I'm not using my professional gear for personal projects that aren't going to result in additional income to pay for the wear and tear on the limited gear I'm traveling with.

I started defining what I WON'T do a couple years ago when I needed to maintain more control over an incredibly busy shooting, meeting, and speaking schedule. I decided that if Saturdays were shooting days, than Sunday and Monday were days off and any shoots that were photographed on Saturday weren't going to be ready until at the very least Wednesday or Thursday- because I knew that Tuesday was also going to be a day to catch up on inquiries and communication with clients. Putting limits on when I'll work has helped me create clearer expectations for clients and has allowed me to define my time off and to really take it without guilt for what I'm NOT making progress on. Feeling guilty about taking a break is pretty much the worst feeling ever because you never feel like the time really is YOURS to have when there are outstanding projects. However, if you've set clear expectations with your clients that you don't work on certain days in order to have time to connect with your family and friends, than they can also have more reasonable expectations of the fact that you deserve weekends in your work week as well.

I hope that this post can inspire you to define what you WON'T do in your business so that you can avoid being taken advantage of as a creative soul & business. The healthier and happier you are as a creative business, the more people will value your time and want to work with you.

Anne Ruthmann is a lifestyle & wedding photographer from Boston, MA. She spent 10 years practicing marketing & management in corporate and non-profit businesses before pursuing her passion for photography as an independent small business. She loves helping others find creative and smart solutions to business problems. Follow her on Twitter to see her daily adventures and thoughts.