If They Say This, You Say THIS...
Photography clients will ask 3 terrible questions and here is how to answer back.
As a photography business coach (and still working photographer), I often hear from other photographers about the challenges they face with client requests. Whether it’s about handing over raw photos, offering discounts, or providing every single photo from a shoot, the requests can get tiresome and they are crucial for maintaining professionalism and profitability in your business.
Let’s dive into how you can effectively handle these common situations, keeping it simple and relatable.
1. Handling Requests for Raw Photos
One of the most frequent questions photographers get asked is, "Can I have the raw photos?"- and each time you take a deep breath to keep composure or to keep from jump at them. It's vital to have a clear and consistent policy about this. Here’s how you can handle it:
Set Clear Policies: Start by explaining that it’s not just them; nobody gets the raw photos. It's a standard practice in your business to ensure quality and consistency. When they realize it’s a uniform rule, they’ll ease up a little but that still isn’t enough. Then I would say to…
Educate Your Clients: Explain why you don’t provide raw photos. For instance, tell them that just like an artist shows only their best paintings, a photographer only shares their best pictures. This ensures that only high-quality work is associated with both the client and the photographer. In the video above, I explain how even for the Madonna World Tour, she used only about 8 images to promote a global stadium tour. I saw Steven Klein photograph so many beautiful images of her, but they only used a handful. After that, if the mood is fine I would go into…
Use Analogies: Make it relatable. Say something like, "When you go to a restaurant, you don’t take home the ingredients that didn’t make it into your dish; you enjoy the final, delicious meal. Similarly, I ensure you get only the best shots that perfectly capture your moments."
2. Responding to Requests for Discounts
It's not uncommon for new clients to ask for discounts, especially with promises of future work or referrals. Some cultures encourage this type of bargaining and it’s not considered rude, and some just do it to be rude. Here’s a simple way to address this all types:
Reward Loyalty, Not Promises: Politely explain that while you appreciate their interest, your policy is to offer discounts only to returning clients as a reward for their loyalty. This approach honors those who have already shown their commitment to your business.
”Rewarding loyal clients is actually one of my favorite things to do! I’ve given additional hours, extra prints, and sometimes exclusive rates to clients who have been loyal to my business over the years. I’m really looking forward to adding you to that list!”
It’s a politer way of saying “I’m no dummy. I’m no newbie either. I’ve heard this before. So you support the business first and then I’ll consider giving you a discount but until I see loyalty, I’m not providing a loyalty discount. Kthanksss.”
3. Explaining Why Clients Can’t Have All Photos
Clients often ask why they can’t have every single photo taken during a session. Here’s how you can clarify this:
Educational Approach: Gently explain the concept of selectivity and quality control. Use the analogy of watching a movie. Just as directors choose only the best scenes to include in the final cut, photographers select only the best images to edit and deliver.
Set Expectations: Inform them that part of your job is to sift through and find the photos that best represent the event and their personality, ensuring they only see the best of the best.
Conclusion: Building Understanding and Trust
Educating your clients about these aspects can help build understanding and trust. It’s crucial to communicate your policies clearly and consistently from the start.
Remember, your goal is to ensure that your clients respect your professionalism and the artistic integrity of your work. By setting clear expectations and communicating the value you provide, you can foster a more respectful and lasting relationship with your clients.
Additionally, bet that they are not accustomed to photography or video business rules. We see this daily and for them, it could be a rare splurge. Simply explaining the process to them could give them and you, a far more pleasant experience.
Every interaction with a client is an opportunity to reinforce your brand’s values and commitment to quality. Keep these conversations positive and professional, and over time, you will build a clientele that respects and values your work just as much as you do.
If you are interested in additional help, especially with pricing your photography and all that comes with the world of pricing - I have an online course that would give your business a major edge! The course is called S.T.E.P. Pricing. The S.T.E.P. stands for (Secret to Easy Photography) and then of course Pricing.