How to Deal With an Unsatisfied Photography Customer

Offer unsatisfied customers a free photo session.

No matter what business you are in, it is inevitable that you'll have some unsatisfied customers. In a photography business, it is often hard to know how to handle unsatisfied customers because it is difficult to exchange equal goods. For example, if a couple hires a photographer for a wedding and is not satisfied, the photographer may have a hard time making the situation right because he cannot reshoot the wedding.

Instructions

1. Determine the reason for the complaint. When a customer approaches you to let you know that she is unsatisfied, find out exactly why. For example, if you took pictures of her baby, determine if it was your fault or if the baby was acting up that day.

2. Stay calm. Some customers will present legitimate gripes while others are simply never happy with any service. Avoid acting frustrated or arguing with the customer. Listen to what they have to say and try to calm them down if they are irate. Never offer excuses to justify the issue. Take full responsibility over the issue, even if you feel the customer is overreacting.

3. Ask the customer his opinion. After discovering the issue, ask the customer if there is something specific you can do to fix the problem. If it is possible to reshoot the pictures, volunteer to do this. If it is not possible to reshoot the pictures, ask the customer how he feels you can fix the problem.

4. Make an offer. If you determine that you can reshoot the pictures, offer a significant discount to the customer or provide a free framed portrait. You can also offer to eliminate the sitting fee. Make sure you offer a substantial discount to show the customer that you care tremendously and want to make it right. In photography, like many businesses that rely on word-of-mouth, it is sometimes better to lose money on a sale simply to avoid a customer from spreading negative remarks about your work.

5. Follow up with a phone call. One good business practice is placing a phone call several weeks after performing services for a client. With an unsatisfied customer, a follow-up phone call can make the customer feel like she is valuable to you. When you call, ask her if she was satisfied with your work and if there is anything else you can do for her.

References

• Hoover Web Design; How to Deal With Unhappy Customers; Ken Bidgood
• Sales HQ; 6 Rules in Dealing with Unhappy Customers; Jonathon Farrington