Dealing with customers (gripes)

Kev King · Apr 22, 2003

I just read another thread that spoke of sales of hi-res original digital files, which brought up some onther concerns I've had.... I wanted some more feedback, so here is a new thread.

btw, the thread I refer to is: http://forums.dpreview.com/forums/read.asp?forum=1014&message=4922189

Dealing with customers:

I shot sportbike races for a few months and had a blast doing it, but I must say, dealing with people is a real pain in the a$$. I would shoot the images of just about everyone at the event, then I'd put them up on my website (about 500 images per event), along with ordering instructions.

But every customer insists on being difficult. I tried to be flexible with my policy as I wasn't trying to make a living, just some extra side $$ doing something I enjoy - but people quickly took advantage of this.

For example, I didn't charge shipping for prints if they were going to be at the next event... I'd just give them to the person the next week or whatever. The event would come, no customer, then a voice message or email a few days (or weeks) later wanting me to mail the pics. I tell them there is a $5 charge - but what's the chance they will write me a check for the shipping??

Another huge problem is the customer that is very vegue about the options they want, then drop off the planet for 3 weeks, then gripe because I don't have the pics done for them.

Then the thing that REALLY torques me - I offer the digital images on CD if they want, but I size them down to a 1000 x 600 pixels - more than large enough to print small inkjet images or to email to friends or whatever. I am VERY clear that they are smaller images, NOT the 6MP originals. I also clearly state that they are not to be re-printed except for personal use. To date, I've had at least one customer per event call me wanting their $$ back because the image I gave them are un-usable. (They send them to their racing sponsors, who say they are too small to use, then they get all bent out of shape). I remind them of the disclaimer (which of course they have never heard before) and that I charge a minimum of $100 per digital original if it is to be used commercially for any reason.

For those of you who shoot public events.... how do you deal with this? I've tried to be flexible to suite the needs of every customer, but it turned into a huge waste of time. I was spending about 20-30 hrs in a week (including shooting the event, then dealing with the bozo customers) and I'd end up making $100-200 on the deal... but that's just too many hrs to waste dealing with people.

The only real solution I see is to require all orders be placed online through web form (which is automatically rejected and spit back with a nasty-gram if they manage to screw it up), charge ship & handling on EVERY order, require cleared payment before I'll even consider printing it and inform them that digital images (regardless of size) are not available except for the 200x300 pixel previews on my website.

I could go on and on about this. I haven't done any of these events for over 3 months now - just becuase I don't want to deal with the people.

How do the rest of you manage the BS with the general public??

Thanks,
Kev

chi · Apr 23, 2003

sales is like fishing. just put a fishing line out and don't reel
it in until you get a bite. bite meaning payment. don't
make prints for those just nibbling on the bait or those that
look like they'll bite. only start work after payment has
been made. make credit card payment easily available.
i'd say about 80% of my customers use the paypal option. you can
use their cart feature. for those sending check/mo, only act
after you successfully desposit it. also send all stuff via
mail to avoid scheduling hassles trying to arrange pickup.
never send digital copies unless full compensation is made
for the complete file size. most people don't understand
megapixels and would try to print a thumbnail if they have the chance.

John Adler101560 · Apr 23, 2003

I agree with the above. Even though you're not doing it to make a living, you have to handle it in a very business-like way, so you don't feel taken advantage of.

Keep it to a website business, mail-delivery only, payment in advance, digital original files available for extra charge. Don't sell low-res files-- people don't understand the distinction, and can't use them for what they had hoped.

-john

Idclick1 · Apr 23, 2003

Stop being so flexible offer what you offer put a time limit on ordering and sell full digital files for a big price tell them that is just the way it is.

Clients will always try to get more for less. Like the low res. files then expecting them to be as good as full files.
Just sell full big files and let let it go.

Bob

Kev King said:
I just read another thread that spoke of sales of hi-res original
digital files, which brought up some onther concerns I've had.... I
wanted some more feedback, so here is a new thread.

btw, the thread I refer to is:
http://forums.dpreview.com/forums/read.asp?forum=1014&message=4922189

Dealing with customers:

I shot sportbike races for a few months and had a blast doing it,
but I must say, dealing with people is a real pain in the a$$. I
would shoot the images of just about everyone at the event, then
I'd put them up on my website (about 500 images per event), along
with ordering instructions.

But every customer insists on being difficult. I tried to be
flexible with my policy as I wasn't trying to make a living, just
some extra side $$ doing something I enjoy - but people quickly
took advantage of this.

For example, I didn't charge shipping for prints if they were going
to be at the next event... I'd just give them to the person the
next week or whatever. The event would come, no customer, then a
voice message or email a few days (or weeks) later wanting me to
mail the pics. I tell them there is a $5 charge - but what's the
chance they will write me a check for the shipping??

Another huge problem is the customer that is very vegue about the
options they want, then drop off the planet for 3 weeks, then gripe
because I don't have the pics done for them.

Then the thing that REALLY torques me - I offer the digital images
on CD if they want, but I size them down to a 1000 x 600 pixels -
more than large enough to print small inkjet images or to email to
friends or whatever. I am VERY clear that they are smaller images,
NOT the 6MP originals. I also clearly state that they are not to
be re-printed except for personal use. To date, I've had at least
one customer per event call me wanting their $$ back because the
image I gave them are un-usable. (They send them to their racing
sponsors, who say they are too small to use, then they get all bent
out of shape). I remind them of the disclaimer (which of course
they have never heard before) and that I charge a minimum of $100
per digital original if it is to be used commercially for any
reason.

For those of you who shoot public events.... how do you deal with
this? I've tried to be flexible to suite the needs of every
customer, but it turned into a huge waste of time. I was spending
about 20-30 hrs in a week (including shooting the event, then
dealing with the bozo customers) and I'd end up making $100-200 on
the deal... but that's just too many hrs to waste dealing with
people.

The only real solution I see is to require all orders be placed
online through web form (which is automatically rejected and spit
back with a nasty-gram if they manage to screw it up), charge ship
& handling on EVERY order, require cleared payment before I'll even
consider printing it and inform them that digital images
(regardless of size) are not available except for the 200x300 pixel
previews on my website.

I could go on and on about this. I haven't done any of these
events for over 3 months now - just becuase I don't want to deal
with the people.

How do the rest of you manage the BS with the general public??

Thanks,
Kev

Jon ... · Apr 23, 2003

Another tack ...

Work the program backwards ...

Decide how much this aggrevation is worth to you. Plop that number on the top of the page. Take last years sales and figure how many Units (8x10 sheets of paper) you actuually sold. Add actual costs and any labor you pay others. That leaves us with some costs per actual Unit. If all is done right, this would be your selling price. I imagine you could also crank in equipment purchases and deprication if you would like.

Now we know the Unit Cost, do not sell anything that is less than an 8x10 sheet of paper. Whatever fits, you can sell. Ask them up front if they want it mailed or not. Again, for a charge which includes a reasonable profit for your trouble.

And, all orders are ---prepaid---. Period!

Then, the next event you attend, you can do what others have. Let's say a Unit price is $10. KaChing, KaChing, KaChing. $10. $10. $10.

That makes it alot easier and, since your terms are very clear, things will work out better. I would do this stuff all day long as it is prepaid, there is no retouching, the printing is easy and no one expects it to last a hundred years. Once in a while you will get a grouch. BUt, KaChing KaChing KaChing makes it all better on the way home as you make a deposit in the bank.

Jon ...

Search

Dealing with customers (gripes)

Kev King

Active member

chi

Guest

John Adler101560

Active member

Idclick1

Leading Member

Jon ...

Forum Enthusiast

Keyboard shortcuts