It's was a long journey with one client but I have learned so much through that one experience!! The family I did photos for last summer - Three Generations - ordered a canvas print. The grandmother who paid for it sent me the sweetest card and that was the end of it. Or not. The grandmother wanted a specific photo printed and she wanted it to look as it did on the computer. When they were trying to order, the cropping was not what she wanted so her daughter got on the phone with me and we placed the order directly
At some point, I miscommunicated something and the canvas arrived with the photo not looking how it did on the computer. It was cropped on the sides and that was not what she wanted. The daughter called me and explained and I told her I would look into it and get it fixed. It quickly became apparent that this was my mistake. As I said, I must have not communicated well what I was looking at or something, so here I am with a client who is not satisfied with their product that they paid good money for. How am I going to fix this experience? The first step is that I sent them a new print, with the correct dimensions, for free. They already paid for their photo and so they will get it. Customer satisfaction is EXTREMELY important to me. In addition, I sent them some complimentary prints of a few other photos from their session and a hand-written note. Mistakes are going to happen. It's inevitable. What matters is how you deal with them. In the end, they got their print and they LOVED it!!!
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Hi! I'm Sarah!
I am a natural light portrait photographer. I've been taking photos since 2014 and would eat a smoothie from Tropical Smoothie Cafe for lunch everyday if I could. Thank you so much for stopping by. I blog about sessions, things I'm learning, stuff in my life, and information for YOU, my client. If you like what you see around the site, I'd love to work with you! I'd also love to connect with you on Instagram. I'm @sarah_jayne_photo :) Archives
April 2024
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