Taking Feedback into Consideration

Problem: The printing service I use (a middle-man) does not clearly state instructions on client end.

Solution: I removed that option from several galleries all together and placed a note on purchases made in-cart to further explain the information.

A Note:

My printing service is unfortunately not in-house, which makes this particularly difficult to navigate a solution for. I have reached out to the middle-man in the process to request making it more client-friendly where directions are clearly stated. Cropping photos for print is really meant to only be used in cases where the photo is not already cropped and centered to the specific size of the print you are ordering. For instance, if I have cropped something in editing as an 8x10, it might not format perfectly as a 5x7.

Reaching out was only my first step in rectifying the issue. I also placed notices on the message that appears after ordering to notify clients ordering prints to reach out to me immediately via my personal website to rectify any issues. Please remember, we are all human and I cannot possibly answer my email 24/7. However, replying to the middle-man’s automated emails concerning print times, order information, etc. doesn’t actually get to me. I don’t see those emails typically until 12 hours later (for the first one, once the middle-man approves it to go through to me) or 30 minutes - and hour for subsequent email. . I will never see the first right away, they filter the emails, and sometimes my own spam filter filters them beyond that.

Problem: Email turnaround

Solution: Set realistic expectations with clients concerning email response time and make use of the automatic response feature more frequently (when appropriate).

A Note:

I do try to respond to all emails within 24-48 hours. I know how stressful communication can be, especially when planning a wedding. There are a few factors to double check that your email made it across my desk:

1. You have used the contact form on my website: This 100% guarantees that your email is filtered straight into my priority inbox. It also automatically enters your email into my address book so that my computer doesn’t think you are spam in future.

2. You have responded directly to an email conversation with me: I do not receive replies from automatic messages right away, unfortunately. If you are not in my contact list specifically (by doing step 1), your email goes through multiple rounds of filtering. The first is by the 3rd party that sends the automated messages for me, the second is by my virtual management system, the third is by my regular gmail inbox. All of these have super strict spam prevention to assure that only priority emails get through to me. If you reply to an email chain you and I have had exchanges on in the past, I will definitely see it.

I do work both during the week and on weekends. Editing and your events keep me busy. As a 2022 bride, I know that it’s difficult to remember that you are looking at one wedding several months from now but that your vendors are often looking at 4-12 big events before yours is even the first priority. I will always make an effort to get to everyone immediately, but know that I might not always be able to. I promise, I will get to your email as soon as I can.

And I always go last email to most recent, so you won’t be skipped over.

Problem: Angles included in final gallery were unexpected and client felt they didn’t all represent the best light of the day.

Solution: I have made a bigger effort to explain the importance of second-shooters in capturing every piece of a live event. I have also chosen to make a better effort in explaining the importance of room layout/design when comparing your own photos to the day of someone else who I also photographed.

A Note:

I felt this was one of the hardest pieces of feedback to navigate as I hand-select final images myself. I also hand-edit everything, even when it’s not a full retouch. This is feedback I feel I’ve received multiple times for varying events and reasons. At first, I truly felt that maybe I just wasn’t good enough to do my job. Maybe my storytelling in the images I selected wasn’t coming across or that my own sentimentality was being perceived as ruining a final album. In the end, I realized that I wasn’t making an effort to be understood. When I go into consults now, I try to make an added effort to ask the client to send me photos of my work that they like as well as photos by other photographers. I walk through and explain what I can and can’t do based on my own style and expertise as well as what importance the location or decor plays. I can’t shoot the end of a long cathedral train making its first walk down the aisle and also capture the bride walking down head-on in the same second. I can’t shoot head-on through a table if a bride is sitting at a bridal shower opening gifts. Those images will always have to be from an angle around the table. I cannot make a dark blue room white. These are human limitations and I not only have to accept them, but I owe my potential couples and clients the courtesy of explaining them as someone who lives them every day. It’s definitely a tough conversation, but I feel like it’s one that actually helps narrow clients down into really seeing if they want to work with me.

Problem: My date wasn’t secured after inquiry

Solution: Let clients know at booking that dates are only reserved with a signed contract and paid deposit. Also reminding inquiring parties that inquiries need to be submitted via my official contact form in order to ensure the date is marked properly in my system and that I contact them directly when a second party sends an inquiry for the same date.

A Note:

I have the memory of Swiss cheese these days! I get so many inquiries via Facebook, Instagram, text message, and randomly in person that I can’t possibly keep track of everyone who asks about a date one time. The best way to ensure I have you as a possible booking for that date is to contact me via my booking/contact form on my website. The management system automatically flags that date for me even before a deposit is paid. It also flags subsequent inquiries as possible conflicts and lets me reach back out to you and see if you’re still interested in booking as well as let the new inquirers know that someone does already have interest in the date. I give a courtesy 48 hour period for the contract and deposit to come back if a party is still interested before cancelling the inquiry.

Please also note that this is why utmost transparency during your search for a photographer is important. If I don’t know that you’re no longer interested/have gone in a different direction, I can’t properly inform secondary inquirers.