What the heck? A tough post to share, but my first failure to deliver..
Fri, October 23, 2009 It happened to me a month ago and my ego is still bruised from it. My first client to ever say she was not happy with her photographs.
There I said it outloud. Ouch.
It still stings.
Here is how the day unfolded.
The little boy was barely four months old and I was taking Christening shots. I had explained in my conversation to her to have the baby fed and rested when I got to her home because it makes taking photographs easier for everyone if the baby is happy with a full belly.
After setting up all my equipment, she got him dressed in his outfit. He looked adorable but the second we put him in the bean bag to start shooting he started to cry. I did my little forehead trick to help calm him down and that seemed to work, but only enough for me to fire off about two shots. When he started to fuss more she told me he did not take a nap so he is probably tired.
I told her I was not on a clock to see if he wanted to rest. He fell asleep within minutes. I took some really sweet shots of him sleeping but Mom really wanted him awake. And I have to agree at four months they are so interactive that I wanted to capture him smiling.
He slept for about 40 minutes. The woman was the sister of a friend so we just chatted while he slept. You can tell she felt bad about him sleeping, and I offered to come back for a reshoot. She said she would try to wake him because he is always happy when he wakes up.
That was not the case. We tried an outfit change, and moving outside. I should share that I did capture some shots that I liked, but you could see he reached his limit.
He was definitely over stimulated and tired.
I called the day because I can see he had enough. When I got home I edited the photos and realized I captured some really sweet shots.
However, I was alone with that thought.
After I sent the link of photographs to the Mom she sent me back an email and the first line said:
"I'm not really happy with these".
I nearly threw up.
It was the first time a client has ever said that to me. Let me tell you I just stared at the screen, over and over again.
Her critiques were she did not see all the photos I shot (different backgrounds, angles, positions) and she didn't like the tight crops I do. I explained to her that as a photographer that I only display the best of the session and not every shot makes it into the final selection.
Thankfully, the session was free because she was a friends sister and as I mentioned before on my blog I do still do some portfolio building to help build my experience and eye.
I offered to do a re-shoot and she accepted. She did ended up ordering $160 worth of photographs/announcements. However, it still haunts me. I want every person to say WOW when they see their portraits for the first time.
To this day she has cancelled the re-shoot twice.
My lesson in all this and why I am sharing this on my What the heck post? Because I need to learn to realize not everyone is going to be happy. Had she paid for the session fee I would have refunded her money and hoped for the opportunity to do a re-shoot. I know some photographers offer to show all unedited images to the client and then edit only the ones they like. I may or may not go down that road. That can be a double edge sword in my eyes.
Another lesson, call the shoot when your instinct is telling you too. I should have listened to my gut and just said I would come back another day. I went off the Mom and realized that is because she wants the shots. And I totally get that. But after having enough kid sessions under my belt, I need to trust me more.
Have any of you guys ever had this kind of experience?
If you have, can you still recall every detail in your head like me? :)
PS. Happy Shooting
Reader Comments (13)
To answer the questions at the end of the post. Yes, and Yes. In fact, I've only done three shoots, and all three of them have been unhappy with the results. The last one did the same thing your client did, asked for the unedited shots. I didn't give them to her. I know, we shot some 600 photos and I only showed her 35, but part of being the photographer is having our 'artistic eye' as a service, or something like that.
My three failed shoots have caused me to give up on being a portrait photog. I have a 100% disapproval rating. It's still a sore spot for me, so I can definitely understand the bruising you're feeling. So... ((((((HUG))))) But if your approval rating is far more than the one disapproval, focus on what you do best. :-) If it helps, I LOVE your photos!
Ouch, that stings. BUT, not every session will go as planned and that mom needs to understand that had her child been rested (as you suggested) things may have gone better. In my opinion, it is NEVER a good idea to wake a sleeping child!
I agree with Momo Fali. Who wakes up a sleeping child?? Especially when you asked her prior to make sure the baby was rested. I wouldnt let one bad apple even effect you. I have YET to see a bad photo that has been posted by you. Your work is truly beautiful !!! Especially all of the infant and kid shots.
This is my worst fear. Having someone not like my photos. I know it will happen. I am just starting out and am super paranoid about it. But you do amazing photographs! So, no need to worry!!
Kim - I always love your photos and the little subtles you capture in them, but I am not a photographer...I am a mom. I will admit that I have had sessions where at the end, I am not happy with the photos, but can typically chalk it up to some fault of my own. I wouldn't take the reshoot cancellation personal...at least for me, after a bad session, I tend to wait a while to try it again. I always feel like I waist the photographers time and perhaps my children are 'ready' for that type of thing and instead will just shoot my own home photos until they are a bit older. Maybe she is just waiting...
Sorry!
~K
OMW, thankfully that hasn't happened to me. I would be shattered! I have had one client that was unhappy with the time it took to print... and it was 2 days!
if she didn't like your style, she should not have asked you to take the photos in the first place... you should not change your style for every person
I haven't done any client work, but seems to me that the mom was every bit as responsible for her unhappy photo session. Seriously, she was getting the shoot for free and you went above and beyond what anyone else would have. Don't be so hard on yourself. You aren't going to make everyone happy. Your portrait work has been exceptional. Like WOW, I have yet to see a photo of yours I didn't like.
Oh, Kim, I'm so sorry this happened. I know how you must feel, I would be hurt and crushed, too. Probably would've cried for a week over it...but, like the others said, you are an excellent photographer with a great talent and don't you worry at all about this one incident. She is obviously not the right client for you. How can she not like a close crop on a beautiful little baby face?? Who doesn't love that?? There are some people you just can't please, no matter what. I know it's hard not be hurt over it, but keep your head up! Your work is beautiful and such an inspiration to me. Thanks for sharing your story, I'm sure this will happen to me too one day and hopefully, I will remember my own advice :)
Well, this really hasn't happened but I have had a couple clients who didn't really give me any feedback at all. So I don't know how they feel.
First off, I would NEVER show all images - NEVER!!!! I know some photographers do that, but I always choose the best and then edit all of the best.
Second - I think you did exactly what you should do, offer a re-do.
Third - Just accept, as you said, not everyone will be happy. Maybe she would rather go to Sears and park her kid next to a fake wagon wheel - to each their own!!!
Lastly - if you haven't visited the Natural Child Light Photography group on Flickr, I would definitely recommend it. There are a whole range of photographers, people lilke us who are starting and very seasoned professionals (like Audrey Woulard!) have popped in. They are active and an incredible resource. Just join the group and post this very experience. You will get a TON of people who have been in your exact situation.
Have a good one!!!
I love your blog and you are a great photographer. I am just beginning and I feel so lost. I look at your pictures and think, "Wow, I hope to be able to take great pictures like that some day." I feel inspired by your work.
I just found your website yesterday via twitter and I am amazed nad thoroughly impressed with your work! I'm sure your worst work would be far better than my best! lol Chalk it it up to experience and lessons learned and trust your instinct like you said! I will continue to watch your work!
Wow, that is a rough one. I'm too paranoid to really put myself out there like that, so you get major points for having the courage to pursue what you love and to face the critical people. Hell, my MOM is the only one that seems to think I'm totaly crap. LOL Don't be too hard on yourself. I wouldn't share unedited photos either. Most people are unaware how much crap you have to take to find the gems. ALSO, this is DEFINITELY not something to be worried about. It was a portrait sitting. That can always be redone. It is not like you shot a wedding and won't have a second change. No worries! You are beautifully talented, you know that you produce beautiful images. That is what matters.
THANK YOU!!! Thank you for posting this experience...thank you for being so honest. I have never had anyone outright tell me they didnt like any of the shots, but I have had "less than steller" reactions, which sting as well. My biggest fear is that someone WILL say "OMG, I hate these!". No, my biggest fear is that someone will "find me out"...and realize that I am still learning (we are always still learning at this photography thing) and that I have no business owning a camera!
So, thank you for posting something that I can totally relat to...and comforting me. "Maybe I am not alone." :)
Thank you!