I’m always open to flexibility with my wedding prices. When this bride had expressed that the wedding was to be very small, only about 40 people or so, she asked if there was any opportunity for some sort of discount. Usually, I only get about one in five brides asking for some amount of pricing flexibility, so I wasn’t really set back by her request. Also, because I was feeling really good about this bride, I included bridal portraits at no additional cost.

As time came closer to doing the bridal portraits, it became apparent that our schedules wouldn’t line up. After going back and forth a few times, it looked like her dress wouldn’t be ready until a few days before the ceremony. Therefore, I offered to exchange the bridal portraits for engagement portraits instead. Suddenly, the bride was perturbed that we wouldn’t be able to do her bridal portraits. She explained that she already had plenty of photos of her and her groom, but really wanted to do the bridal session. I explained to her that I understood her disappointment, however it wasn’t possible to do her session just a couple of days before the ceremony and have enough time to pick out a portrait to have printed in time for her wedding day. She requested that I take the price of the bridal portraits out of the wedding package that I had created for her. Also, although the bridal portraits weren’t included in the package she paid for since I had given them to her as a gift, the best I could do would be to do an engagement portrait session. I explained that she didn’t pay for bridal portraits, therefore I couldn’t refund them to her.

She agreed to the engagement portrait session and things went better after that. We had a great time shooting great photos of the happy couple and enjoyed great conversation while doing so. Soon after, the wedding day came and I shot the wedding event just like I always do, except this time I was shooting solo because of the smaller intimate gathering than the typical size of most weddings we cover.

As far as I could tell, everyone was having a wonderful time, I was getting great images for the bride, groom, their family, and their guests. However, after the proofs were online for them to view, I received a very heated email from the bride expressing her disappointment in the number of images captured, as well as her feeling like there were many “missing” images. I explained that due to the fact there was only myself shooting that day, the number of overall images would be less that if we shot with two shooters like we normally do. Also, I explained that if there were any images missing, it were the images that were either duplicates, out-of-focus, or not exposed properly. This didn’t satisfy the bride as she persistantly requested that I send them all of the images I captured that day.

Soon afterwards, she asked to schedule a meeting to go over the images for the album. However, this meeting turned into nothing more than a barrage of complaints about pre-conceived shots that the couple had in mind that I had missed (which by the way were never brought up or requested by the bride and groom prior to the event). Also, there were complaints about why I wasn’t capturing a certain moment over there while I was busy capturing moments over here… and so on and so forth.

Here’s the point of my long story. Rather than letting my adrenaline get the best of me and passionately defending myself against their claims of my inadequate skills as a professional wedding photographer, I chose to listen. That’s right, I just looked them in the eyes while they complained, ranted, and listed out all of my faults as their wedding photographer, and sat quietly. At times, I even said things like, “I’m sorry you feel that way” and “I can understand your disappointment”. Even with my statements, I wasn’t lying about what I said. I truly felt sorry that they felt this way.

As post-wedding negotiations still ensue, I continue to maintain a professional and sympathetic approach to this rather tenuous situation. Why? Because this is how business gets done. Yes, we are creative and unique individuals. But there are times where you must realize that part of your success is also about maintaining professionalism and customer service. In fact, the situation has progressed to the point where we’ve dissolved the contract, I’m refunding their wedding package minus the deposit, and I’m moving on. Why? Because, no matter what I do for them, they won’t be satisfied.

Cut your losses. It’s not the most enjoyable thing to have to do in business. However, there are times when you have to step back and realize that you can’t let your pride, ego, or your emotions run your business. The backbone of business is built on numbers, and you can’t manage your numbers if you let the emotional side of your business take over. Yes, there are plenty of times when your feelings enhance the client experience, making your business the personal touch that clients love. As time goes on, it’s apparent that there are many other problems this client is dealing with, and I was just one of them. Rather than dragging out the situation and trying to make it work, sometimes its better to realize that it just isn’t working. Don’t let your clients walk all over you just for the sake of making them happy. There are just some people in the world that you will never make happy. And it’s your job as a professional to know how to deal with the wrong clients.

This MpactPhoto.com post is sponsored by Animoto Pro.

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For starters, I always get a flutter in my heart when I get that email with the subject line, “You’ve booked online with ShootQ!” I know, it’s the little things, right? But then, I take the time to think about how that sale came into being. For example, I recently sat down with a wonderful couple last Saturday to talk about their wedding. They were referred to me by a local wedding planner, but also had a few other photographers on their shopping list. Of course, my competitive nature took over, wanting to book this couple all for myself. However, after years of practice, I’ve learned a few tricks on how to be in control of your instincts, your emotions, and overall your sales.

1. Take a breath. Yes, it’s exciting every time you get a call or email for a client appointment. It’s like getting that first phone call or email from you’re biggest crush. You feel elated, you’re happy, smiling, heart pounding. But remember, you don’t want to seem desperate.

2. I always remind myself that I’m not the only one out there. This couple/client is probably checking out several other studios as well. However, instead of being competitive or under-cutting, I work harder at being myself. Why? Because if they don’t like me for who I really am, then it’s not a good fit.

3. Listen. Stop waiting for your turn to talk and simply listen to your client’s wants and desires. First off, they will remember how good it felt to be able to talk to you. Secondly, you can always take notes using apps like Evernote and then touch on points they brought up.

4. Again, be yourself. If you aren’t acting like yourself, then what are you really selling? You’ll find that you’ll work best with clients that truly appreciate your personality.

It’s great to be back, and I promise to never stay away from MpactPhoto for this long again :)

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So, as a 5-time veteran and 2-time speaker, I’m here to be your WPPI 2011 Charlton Heston with a few tricks to make sure you make it back home without looking like you just finished shooting Pat Benatar’s “Love is a Battlefield”.

1. Drink plenty of water. Sure it sounds obvious, but you don’t realize just how much moving around you’ll be doing. It’s a huge convention with two full-sized tradeshow floors with workshops and classrooms on multiple levels. We’re talking a proverbial Mecca of photography-dom! Besides, if you’re not familiar with the Nevada desert climate, you’ll learn soon enough that the dry desert air will suck any moisture out of your body pretty quickly.
2. Pack light. I see it every year. Some people want to wear their prize Canon 1D MK III around their neck the entire convention as if they were a prize turkey. What they don’t realize is that carrying around 20 extra pounds around your neck all day isn’t like shooting your regular wedding. Try it for 12 hours straight for 5 days!
3. Beware of dead zones! For real though, lots of photographers love their iPhones. And up until recently, iPhones were only available on AT&T 3G. Therefore, if there’s innumerable photogs with their beloved iPhones at WPPI, you can bet your signal will fizzle. So, if you’re not starving for 3G speeds, change your settings on your phone to not use the 3G data network. Your voice and text capabilities will work perfectly, and your phone battery will last much longer.
4. Day vs. night… shoes. Seriously, this should go without saying. Aside from the enormous long hallway between the tradeshow and the MGM casino and hotel, there’s plenty of pavement to pummel with your shoes. That being said, bring some very comfortable sneakers for daytime. Afterwards, hop into your favorite heels for your night time adventures.
5. Cash is king. I’m not talking about gambling, I do enough of that every time I fly Southwest. Just kidding. Anyway, the WPPI tradeshow is among the largest displays and sales facilities for the newest and hottest photographic gear. And the vendors know it. So, their providing plenty of deals and discounts that you can’t find anywhere else. So, if you’ve been waiting to buy a certain lens (Canon 50mm f1.2 L), now is the time to do it ;)
6. Did I mention water…? Of course, this applies again, because as we all know, Las Vegas has plenty of drinking and socializing. I’m not saying you shouldn’t enjoy yourself. Just remember to rehydrate for the next day’s adventures.
7. Be social. Some of the best friends you’ll make will be made at WPPI. I keep in touch with all my buddies from every year I’ve attended. And the best part is that we all share business secrets and techniques without the restriction of fueling our local competition! So get gabbing!
8. Twitter is your friend. I don’t even know who text messages anymore. It’s all about direct messages, mentions, and push notifications. With everyone on Twitter, there’s no reason not to be. With geo-location, photo uploading, hashtags and more, you’ll be “in the know” before it happens. Meet-ups, memories, and mayhem are all being recorded on Twitter. Just do a search for #WPPI and join in.
9. Empty your mind. Some of the best minds in the photographic business are at WPPI sharing what they know on how to make your studio thrive. So, take advantage from the sages and achieve your inner photo-ninja.
10. Have Fun! Yes, it’s a learning experience. That goes without saying. However, when else do you have the chance to hang out with great people and have some fun?

With that being said, I hope you all have a wonderful time and learn something new. See you there! -Dustin Meyer

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Ok, so probably not the “deliver” you had in mind. I just had to throw that in there since the birth of our son is several days away. Hence, why the posts have been few and far between over the past several months. However, even though the term “deliver” can have a several meanings, the meaning in this post has more to do with service rather than physically showing up to drop something off.

Now that we have that clear, let’s lay the groundwork. Maybe you’re just starting out, or perhaps you’re a more seasoned studio. Either way, delivery of a service, sale, or product always comes with the requirement of professionalism and finesse. We spend much of our time talking ourselves up, pitching our lines, and promoting our image to our clients and colleagues. However, how many of you can actually truthfully admit that you deliver 100% of what you preach? I’ll be the first to admit that I don’t always live up to my end of the sales pitch. Sometimes, I start to feel comfortable with where I’ve come from and where I’m going, allowing myself to slack off in certain areas. But keep in mind, your clients come to you at all different stages in your business. Some from the very beginning, others a few years after you’ve established your self.

What does this mean for you? It means that I have to constantly remind myself that I must always bring 100% to the table through every step of the game. If I slack off at any point, that may be the one thing that my clients remember the most. For example, today I went to AutoZone to buy a replacement headlamp for my Prius. Honestly, I wasn’t sure how I was going to replace it myself, but nonetheless I was pretty proud of myself for even thinking I could pull it off. The sales agent was kind enough to help me locate a brake-light bulb (which I also needed to replace), but ended up selling me the wrong headlamp bulbs. He was kind and friendly enough, but his mistake made for a difficult evening for me. After taking apart the headlight apparatus, I removed the burned out bulb and learned the mistake of the AutoZone salesperson. After much frustration and a few words in a completely different language, my mind was set that I would never take advice from that store again.

I promise this isn’t just a venting session about my one-eyed hybrid. My point is that any thing that goes wrong or gets overlooked by your business can stick with your clients for a very long time. As I’ve always said, as an artist, part of your job is to use your creativity to capture peoples’ memories. However, the other part of your job is to deliver what you promise.

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Ok, so a little dramatic, but it’s my true feelings on the topic when it comes to painting the right picture of yourself. I want to share a recent experience with you that I just had with a client. Actually, it just happened last night to be specific.

I have this amazing bride. Funny, successful, photogenic, creative, talented, everything. Jennifer is the bride we all come to love, and hope to have within every client.

Like many of my brides, Jennifer is an out of town bride. Therefore, I rarely get to sit down and go over bridal images in the studio with my brides. Most of our review time is spent on the phone. What does this mean? I don’t get to “razzle-dazzle” Jennifer with a gorgeous Animoto slideshow, pull on her heartstrings, make her mom cry, etc. I have to use my words over the phone as we look at them together in a Collages.net gallery. I can’t use music or fancy special effects to knock her dead with my images. I have to use myself.

Hmm, how do I do that, Dustin? You have to show your clients that you’re an artist in every true sense of the word. A short while back, I attended the WPPI Road Trip when it came to Dallas. And they never fail to satisfy me. If there’s one speaker you ever need to hear before you die, it’s Joe Buissink. This man is an artist in every way, not just with his photos, but in the ways he crafts intricate connections between himself, his artwork, and his clients. It’s a glimmering spiderweb of passion, love, creativity, and beauty interwoven to attach the client to their commissioned work for a lifetime. And that’s my point, your client is hiring you to paint a beautiful portrait of themselves. And you are the filter they trust to make it unique with your own flair and style.

I spent at least two hours on the phone with Jennifer, guiding her, helping her make her decision on which canvases she wanted to display at her wedding. Why would I do this? Because when you know more about an artists intentions, you’re more likely to love a piece of work. Think about it. Wine lovers take the time to learn about what region the grapes were grown in, what time of year they are harvested, how they are pressed, and eventually fermented into the bottle they’ve come to appreciate. It’s the same way with our work. We have to educate our clients on the who, what, when, where, and why of every image when it comes to selecting the perfect portrait. You have to make everything in the photo count, leave nothing in or out that would take away from the image. A painter wouldn’t paint something onto the canvas if it wasn’t supposed to be there.

A lot of this is backed with confidence. It takes time to build, can be smashed to bits in an instant, but it’s completely essential to selling your images. When your client hears the passion in your voice as you describe why this image is a perfect representation of her personality, the Hollywood lighting, the vintage diner booth with dark brown leather, the brass accents, the gold framed cow painting that appears to be kissing her on the back of the head, the power of her personality glowing from this image, the fact that this image looks like a shot taken between shots while this fabulous bride is taking a break and she still looks amazing… well you get the picture (wink).

The more you invest your passion into your explanations of your work, the more your clients will love it. You’re an artist, it’s supposed to be about love, creativity, passion, etc. I guarantee the first time you try it, you’ll be amazed at how much of a difference it makes with your work and with your customers.

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The biggest problem with websites right now is that as photographers, our sites are a direct reflection of our level of confidence in our work. Think of it like this: when you come to a Flash-heavy site, your browser slows down, your computer speeds up, everything takes a big inhale. It’s almost as if the site itself is gearing up to make a big sales pitch. There’s music playing, colors splashing, maybe even some animated birds flying by or some flowers sprouting up. All in all, it’s a big production.

But what about the images? So much creativity has gone into building the site itself. However, does the same level of creativity in the site equal the amount of effort in the photos. Does it surpass them? Maybe you were in a hurry and posted some older photos just to get your flashy new site up and running. Did you build a fancy kit car with a shiny exterior, but put a tiny engine in it?

Offbeat Bride, a wedding blog, posted a great article about photographers and their websites. It basically hits all the points that many brides must deal with when they search across the wide expanse of photographer sites. It discourages the use of music on a photography site and flash heavy sites. It goes on to talk about the lack on information posted on sites such as pricing and location, however that’s more about open information than the tech side of the site.

The argument is that brides have only so much time in the day to browse websites for wedding photographers. Many of them are doing this during their lunch break, or god-forbid during work hours. Therefore, the longer your site takes to load, the less likely she is going to stick around. Plus, most of the time there aren’t any speakers on their computers at work, or they have the sound muted.

My question is this: Why are you hiding behind all of this fluff?

Everyday, I get questions about pricing, packages, albums, prints, websites, etc. And it all shows me a lingering problem in the photography industry… a lack of confidence.

Confidence in your work affects everything. It affects how you price yourself, how you package your weddings, how you negotiate the sale. It affects how flexible you are when people question your numbers. Do you stand firm, give a little, or completely bend over backwards. And honestly, do you want to work with someone who has little to no respect for your actual photography?

So why dress up your site with all the bells and whistles? Stand behind your work, put it out front for everyone to see. Let the image be what brings in clients or turns them away. It’s the image they’ll have after everything is said and done. You may have a great personality, but your personality isn’t going to be with them long after the wedding is done. It’s the image.

Be proud of your work. Take out all the distractions on your site and let brides see what they came to see. Be confident in your images and it will show through your site, your prices, everything.

Take care and be good to one another :)

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Collagesnet Standouts from Dustin Meyer on Vimeo.

http://collages.net. Professional Wedding and Portrait photographer Dustin Meyer gives a shoutout to Collages.net’s new product, Wall Standouts. Cheers!

You love taking photographs. You love making your clients laugh as you snap their portrait. You also feel your heart burst when your clients cry over your images. So why can’t you get them to buy anything? In the beginning, I was just as frustrated as many of you. I would sit up on the computer late at night wracking my brain, questioning why I couldn’t increase sales from my photo sessions. People loved my photos, they loved the experience, but they were only paying a hundred dollars here and there. It brought me to tears many times.

It’s not that you want to be rich. It’s not that you want to swindle your clients. But, your passion for photography drives you to create amazing photos for your clients. Your time and talent are worth everything to you. The trick is to learn how to translate that into sales. Merely posting your images on your website or online hosting gallery isn’t going to encourage your clients to buy more.

People tell me all the time, “But Dustin, I don’t want to make my clients feel like they’re in a high pressure salesroom!”  Absolutely not, I completely agree. My focus is to create an enjoyable and relaxing environment surrounded by overwhelming emotion. There are so many sayings out there when it comes to studio sales. Skip Cohen, a studio guru, states “Beauty is in the eye of the checkbook holder”. This is so true, based on the idea that when people cry, they buy. This doesn’t mean that your playing on their emotions. Rather, it reflects their emotional investment in your work. They love your images, so why not show them what they can really do with them?

Over the years, I’ve slowly built my collection of studio samples. I know for a fact that my clients won’t buy a Collages.net album or a gallery wrap from Canvas Press unless they see it with their own eyes. They want to touch it, feel the weight, see the quality, and know what they’re getting is something they’ll enjoy for a lifetime. People won’t buy a car if they can’t take it for a test drive. Why would they buy an album if they don’t get to hold one in their hands?

My point is this: You’re not creating a high pressure sales situation. You are enabling your client to see the multitude of ways they can enjoy your images forever. Instead of smothering them, let your clients be free to take in all the wonderful things your studio has to offer.

Above all else, remember this lesson… as a professional photographer, taking photos isn’t your only job. Helping your clients get the best results from your images is also part of your job. Don’t leave your task half-done. By completely satisfying your customers, your sales will increase, your profits will grow, and your passion will be rewarded.

Please post your questions and comments below…