AboutDon Wood Expertise I have been a professional photographer for 26 years. Wedding, portraits, passports, copies, groups pix, reunions, etc. Specialty in photography of large groups. I also have worked in newspaper photography for most of my photographic years. I have built and maintained a b/w darkroom, and a color darkroom.
Experience I have been a professional photographer for 35 years. I am transitioning to digital photography so I might be able to help in that field. I'm retired now but am still able to be helpful in the field. I have built a b/w, color darkroom, worked in a color lab, worked in the newspaper field both in darkroom and as a shooter.
Question How do you decided when a refund should be given and when someone is just out to get a discount?
We are new to wedding photography, and work as a husband & wife team. I've never run into the problem of refunds, luckily everyone has liked our work. I also never had a contract (I know! big no-no).
Well, now that we've started to pick up a lot more business through word of mouth I decided a contract, insurance, LLC etc was in order.
How should I deal with refunds, and word it in the contract? Hopefully it won't come up, but I'm unsure how to handle it.
I give out the DVD w/ copyright & a custom designed album (optional). Everything I've read (photo.net, googled around for info etc), it sounds like you usually ask for you prints back if the customer complains and then give them a refund, or simply do not "offer" refunds at all.
If I am supplying a DVD then copies could be made by the time I even know about a complaint, so I am not sure what to do there. I do upload the photos to a gallery before I give them the DVD, if they have no complaints then, should that "void" them getting a refund with a complaint later?
Also I make very little profit off the Album, most of what I pay to have it printed comes out of what they pay me. The rest goes to me for my time designing it (maybe $100 tops) If someone were to not like the Album, I am then out of that money if I give them a refund.
Also, I've read story after story that sounds like people are trying to get their photos for free. (I dread the day that I might get someone like this). How do you handle this type of customer and still save your rep?
What advice would you give me on how to handle these situations? Is this something that can be handled via contract?
Answer You've actually answered your own question when you say that you will be using a contract. There are several sites on the net that give examples of wedding contracts. It's easy to adapt them to your circumstances.
Generally speaking, I've found that folks who want to defraud you will actually start laying the groundwork at the wedding by balking at your suggestions. A contract should state the whens, wheres, hows, of your service. It should state when you are to start. It could even specify the amount of time you will spend at the event.
You can set up your contract any way you wish, with any safeguards you wish, if they sign it, they agree to play by your rules. That is the advantage of having a contract. You could handle refunds by specifying that everything be returned and withholding the refund until that happens. As to the possible copying of the DVD, I can't help with that. The important thing about handling a client like that is to be professional about it at all times. Included in the contract is the proviso of a deposit to reserve the date. If they had to cancel within a reasonable time, I would have to be able to book another wedding that date before refunding. If I was unable to do so, I would hold the refund for another date for a similar deal. IE, if the contract was for a portrait sitting, it had to be a portrait sitting, it could not be used for something else, such as down payment on a wedding. This could be spelled out in the contract.
Thanks for asking. Good luck to you in your career. If you think of something more, please ask.
