Ann Monteith, CPP, M.Photog.Cr.Hon.M.Photog., ABI, offers some good advice on dealing with irate and difficult clients:
"Keep your cool. The first step in gaining the upper hand when you're confronted by an unhappy client is to keep yourself under control. Complaints aren't any fun to hear, and often the complainer's attitude or behavior is unpleasant or challenging. He or she has come to “push” on you. Remember that if you push back, the unhappy client will just push harder. So above all, keep your cool."
"Access the problem. Are you responsible for the problem, or is the
client making an unreasonable demand? The answer to this question will
dictate how you proceed."
About Ann: Ann Monteith is a well known authority on studio business management and serves as a consultant to studios around the country both privately and under auspices of industry suppliers. An ardent volunteer with Professional Photographers of America, Ann is a member of the Board of Directors, Chairman of the Board's Business Initiative Committee and former Chairman of the Board of Trustees of the PP International School. She holds a Master of Photography and a Photographic Craftsman degree from PPA, and is also CPP.
You can hear more from Ann Monteith and other experienced photographers by attending PPA's Make More Money in Photography Conference, July 24-27, in Scottsdale, Arizona. For more information about this and other PPA hosted events, visit http://events.ppa.com.
Leave a comment