Being a small business owner is interesting because you have to deal with people. Sometimes the clients are what make your job wonderful and fun; and sometimes the clients make you want to pull your hair out. If you have to work with a client who is being particularly difficult, here are some tips that may help.
Choose the right client
I love going out for coffee or chatting on the phone with clients BEFORE they book me. Between the initial conversations prior to the photoshoot, hanging out during the photoshoot, and communication after — it is a lot of time spent with someone or talking to someone (even more so for a wedding)! I want to make sure that if I'm spending that much time with a person, we actually get along.
Don't just book someone for the sake of filling your calendar or making more money, because the stress and misery you'll put yourself through isn't worth it. Only choose clients who you think are amazing, and who you would want to hang out with in real life!
Listen to what they want and communicate clearly about what you provide
Unmet expectations or a difference in vision is the greatest source of conflict. Make sure your client has viewed your portfolio so they know the style and type of photos you take! Make sure they know exactly what you offer and what they will receive.
Put it in writing
Going along with the point above...in addition to communicating what you offer and what a client will receive, you must also write it down in a legally-binding contract. Most people are amazing, but in the rare instance that you have someone out for vengeance, you need to make sure you're protected.
Try to understand the situation from their point of view
If you're anything like me, you're proud of the business you've created — you love the art that you create for people. But that can sometimes lead to a "my way or the highway" mindset.
You may take pictures of people all the time, but in reality, people usually don't have pictures taken of themselves very often. It's a big deal for them! They are excited and nervous, and not to mention, making a hefty investment. Before you jump on the defensive, try to put yourselves in this person's shoes and assess whether there is something you could have done better or differently.
Own your mistakes and LEARN from them
If you do see the situation from a client's point of view and realized that you could have done better, tell them that! Photographers are humans too, and we are not perfect. Most of us are always navigating the delicate, ever-changing intricacies of owning a small business. This is not an easy feat, and we won't get it right 100% of the time. The majority of the time, clients will be understanding if you just admit when you screwed up and try to find a way to fix it. But the most important thing is that you own up to your mistakes and you don't repeat them.
Smile, smile, smile! ...and walk away.
Sometimes, you just need to cut your losses and walk away. If a client is being too difficult, it may be worth having a conversation with them about whether or not you are the right photographer for the job, and be ok with them telling you they want to go in a different direction. Photography is your passion, and you cannot risk that little light in your soul going dim.
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