6 Steps to Dealing With Upset Wedding Photographer clients & How to deal with it

As a wedding photographer, one of the biggest challenges you may face is dealing with upset clients. No matter how hard you try to provide the best service possible, there may be instances where a client may feel unhappy or unsatisfied with your work. Here are some step-by-step tips and instructions on how to deal with an upset client in the wedding photography industry.

1. Listen and empathize: The first step in dealing with an upset client is to listen carefully to their concerns and empathize with them. It’s essential to show that you understand their frustration and that you’re willing to help them in any way possible. Depending on what they are upset about you can give them a space to vent, complain, comment, and ask questions via video conference, survey, or email.

2. Acknowledge their concerns: After listening to their concerns, acknowledge their feelings and express that you understand why they feel the way they do. It’s important to validate their emotions and show that you’re taking their concerns seriously. This could sound like:

An Example of that could look like this: 

  • I understand your frustration with “XYZ”, I would be frustrated too, especially since this is an important date. while I can’t reverse time and undo the unforeseen events, I would like to provide some alternatives for you to make things right.

3. Offer solutions: Once you’ve listened to their concerns and acknowledged their feelings, offer some solutions to address their issues. For instance, if the client is unhappy with the quality of their wedding photos, offer to schedule a reshoot or edit the photos to their satisfaction.

An Example of that could look like this: 

  • Here are some alternatives I can offer: Bridal Session, Bridal Session, Anniversary Sessions, Complimentary Album etc.

4. Keep communication open: Keep communication open with the client throughout the process of resolving their concerns. Update them on the progress of their request and be available to answer any further questions they may have. Sometimes clients just want to know you care, and need a space to be heard. Let them fill out a client complaint form, this give a nice buffer and can resolve a lot. You can create a survey here:

Where you can create surveys for client feedback

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5. Apologize if necessary: If you’ve made a mistake or if something went wrong during the wedding shoot, apologize sincerely to the client. Owning up to your mistakes and showing genuine remorse can go a long way in diffusing an upset client.

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6. Go the extra mile: To ensure that the client is satisfied with the resolution, consider going the extra mile. Offer a complimentary photo session or provide additional edits to show that you value their business and are willing to do whatever it takes to make things right.

Dealing with an upset client in the wedding photography industry can be challenging, but by listening, empathizing, offering solutions, keeping communication open, apologizing if necessary, and going the extra mile, you can turn a potentially negative situation into a positive experience for both you and the client. Remember, it’s not just about taking great photos, but also about providing exceptional customer service.

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Dealing with customers is never easy, there are so many scenarios that can happen, just be ready to serve the client while still honoring your boundaries and business!