I am a wedding planner and I have a client that booked a photographer (not one that I recommended or even know). They just got their engagement photos back and they hate them. They now want to cancel this photographer and find a new one based off of my recommendations. I've never had this happen. How do you suggest we go about cancelling? I've read the contract and they will lose their $500 deposit. But that should be it. The bride wants to tell them that they've decided on a destination wedding as to not hurt their feelings. Do you agree? Or since I'm their wedding planner should I be the one to contact them? Any help or advice would be appreciated!
Thanks!
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Hi Melissa,
You can try contacting the photographer to give them a heads up - probably best to be truthful in this situation, since you may have to work with them in the future. However you won't be able to officially cancel the contract for your client since you weren't the one who signed the contract. They will have to do that in writing themselves. I know its hard when they want to spare someone's feelings, but these things happen and better to do it now than be unhappy with the pics from one of the most important days of their lives.... The photographer may ask what they didn't like about them, so maybe talk with your clients before and see if you can get more info on what they didn't like so you can help give feedback. Sometimes vendors really try to improve by getting constructive criticism in these types of situations.
Good luck!
Stacey
Hi Melissa. Difficult situation, but here is how I would suggest handling it. As the planner, I'd talk to the photographer and explain exactly what it is they do not like about the photos and give the photographer (will say he for this discussion) a 2nd chance to shoot the engagement pictures on the premise if they do not like them this time, they are opting out of the contract. If they do, then problem solved. As you know our reputations are key for us and the photographer is no different. I would bet he would give 150% effort for them to ensure they are happy both with the retakes and their wedding.
If your client just wants to move on to someone you recommend, then I'd still talk to the photographer and be prepared with the what didn't they like questions. I hate to make people feel bad as well however without knowing the truth, how can you fix it for the next couple?
As a photographer... I would suggest they have a reshoot. How bad are the pictures? Digital cameras provide instant gratification and the couple could ask to see the images in the camera as they shoot. Which poses the question was it the photographer? Did the couple just not like the way they look in the pictures or was photographer inexperience to blame?
The engagement session is a good way to work out the kinks and get familiar with the couple. Now is the time to work it out.
You could dig a little deeper to find out and remember... this is a sign. Beware! Triple check everything... you could be next.
Here is an engagement shoot I recently did. They loved it but the effect I added may not be everyones favorite so I showed them a bunch of styles.
_MG_2209.jpg, 5.1 MB Thanks for the advice everyone! I told the client she should be honest. I told her I would gladly contact the photographer first to discuss it and give them a head's up. So we'll see how this goes!
Hi Melissa,
You've gotten good advice and I'll add a little more. The reshoot is a good solution since it allows the photographer to 'make good'. However, as a conflict coach, I'd suggest a slightly different approach in organizing this.
Sit down with the couple and help them articulate exactly what they didn't like and use open ended questions like, Can you tell me more about how it felt to work with this photographer?. This way you'll accomplish a couple of good things.
1. You'll help the couple get clear about what they didnt like. Was it just the pictures or did they not enjoy the session which caused them to not like the picture? Gently get them to be as specific as possible because this is the feedback you'll want to share with the photographer to help him improve.
2. During this conversation it's a good time to re-establish your working relationship with the couple, too. You might reinforce the idea that the reason they have a planner is to use your expertise to avoid these kinds of issues
3. You want to reset your couples expectations about the engagement photos and discuss next steps if they continue to be displeased. How often does a person hire a photographer so they might not be aware of what they should expect. You would also revisit the contract, canceling it and what the cost will be.
Here's where I differ from most, I suggest that you encourage and support them as they tell the photographer. They'll need your help feeling comfortable with the conversation, getting the language right (there's no point in lying) and stating their new expectations to the photographer. You could be there with them acting as the informal mediator so the conversation flows instead of getting stuck in blame or accusations.
Being the mediator isn't for every wedding pro, and it does require learning and practicing basic skills first. But if you've ever helped friends or kids work through a difficulty you've know enough to get started. Your job, really, is to keep them talking positively and highlight areas where they agree (I call them gems) and where there is a difference (some will be obvious, some not so much- this is where having a third party like you to highlight them is invaluable)
Acting as their informal mediator allows you to be a thought leader and leave them with skills to improve their life, in addition to a terrific wedding.
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