Wedding Photography - Complain.

Hi All, I would love to hear some advice on how to deal with this situation as I am taking it very personal. Couple booked me for a wedding couple months before a wedding, I would call it as last-minute booking. There was not any issue with signing T&C's etc. I always work very closely with my couples and sending Wedding Questionnaire to fill which include all the requests, details etc. I also kindly explained how important it is to receive them back before a wedding, so I know every little detail and don't miss anything special to be captured. Sadly, I couple ignored. Also, did not approved the final Shooting Timing Schedule where I also asked to add and remove anything they want. Also, I have let them know that time could be crucial for all the family formals, wedding party and bridal party photos. I did not get any response on that as well. On a wedding day I did not get photos of the groom and his groomsmen, but I did try to get all boys together, which I explained. Did not get the smallest details of the dress. She wants the dress on his own-without the veil etc. Bride was late, ceremony was late, and, in the end, we only had 30 min for photos (started with family formals). Missed couple and wedding party photos. I did not get any good photos inside marquee etc. I invited them for a quick photos during evening but at time couple was a bit drunk, bride was unhappy already and was arguing with the groom. In the end these photos I took does not look good at all. Now, after I shared a sneak peek gallery with 20+ photos bride is very unhappy and started to ask for numerous photos she want/wanted to be captured. BUT I was not given that all information before a wedding. She only started to speak after a wedding which is so sad. I'm doing wedding for 8 years now and never ever had situation like this. As this couple is wealthy, I feel like she could dig deeper, and I could be in a trouble. I do not feel 100% guilty for not having all the photos she wants but still taking it very personal. I have been also in contact with my insurance broker and explained this situation and will contact again if I will receive a real complain. I now sent her an email explaining my feeling and some of my thoughts (but I kept it very professional and kind) and will also asked on if there is anything I can do to resolve this situation. I would appreciate any kind of advice/suggestion. TIA

Hi All,

I would love to hear some advice on how to deal with this situation as I am taking it very personal.

Couple booked me for a wedding couple months before a wedding, I would call it as last-minute booking. There was not any issue with signing T&C's etc. I always work very closely with my couples and sending Wedding Questionnaire to fill which include all the requests, details etc. I also kindly explained how important it is to receive them back before a wedding, so I know every little detail and don't miss anything special to be captured. Sadly, I couple ignored. Also, did not approved the final Shooting Timing Schedule where I also asked to add and remove anything they want. Also, I have let them know that time could be crucial for all the family formals, wedding party and bridal party photos. I did not get any response on that as well.

On a wedding day I did not get photos of the groom and his groomsmen, but I did try to get all boys together, which I explained. Did not get the smallest details of the dress. She wants the dress on his own-without the veil etc.

Bride was late, ceremony was late, and, in the end, we only had 30 min for photos (started with family formals). Missed couple and wedding party photos. I did not get any good photos inside marquee etc. I invited them for a quick photos during evening but at time couple was a bit drunk, bride was unhappy already and was arguing with the groom. In the end these photos I took does not look good at all.

Now, after I shared a sneak peek gallery with 20+ photos bride is very unhappy and started to ask for numerous photos she want/wanted to be captured. BUT I was not given that all information before a wedding. She only started to speak after a wedding which is so sad.

I'm doing wedding for 8 years now and never ever had situation like this. As this couple is wealthy, I feel like she could dig deeper, and I could be in a trouble. I do not feel 100% guilty for not having all the photos she wants but still taking it very personal.

I have been also in contact with my insurance broker and explained this situation and will contact again if I will receive a real complain.

I now sent her an email explaining my feeling and some of my thoughts (but I kept it very professional and kind) and will also asked on if there is anything I can do to resolve this situation.

I would appreciate any kind of advice/suggestion.

TIA

Do you use an approved contract, like that supplied by the Master Photographers' Association or the British Institute of Professional Photography? Both have been checked by Trading Standards and my PI insurer insisted that we use an approved contract. I'm glad to hear that you have PI insurance, because one great advantage is that they're good at seeing off vexatious litigants, especially those have have behaved unreasonably. It helps to write a narrative of the problems and the steps taken to mitigate them. Copies should be supplied to both insurer and client. Are you a member of a professional association because they can be very supportive. Good luck!

Do you use an approved contract, like that supplied by the Master Photographers' Association or the British Institute of Professional Photography? Both have been checked by Trading Standards and my PI insurer insisted that we use an approved contract.

I'm glad to hear that you have PI insurance, because one great advantage is that they're good at seeing off vexatious litigants, especially those have have behaved unreasonably.

It helps to write a narrative of the problems and the steps taken to mitigate them. Copies should be supplied to both insurer and client.

Are you a member of a professional association because they can be very supportive.

Good luck!

[quote] It helps to write a narrative of the problems and the steps taken to mitigate them. Copies should be supplied to both insurer and client. Good luck![/quote] The narrative could be important - with the camera EXIF providing evidence of the time shooting started and finished; putting a time frame on how many photos were reasonably possible after the late start etc. Reading between the lines the bride wanted more shots than were possible in the shortened time scale and the groom was perhaps not reasonably co-operative on the day. While not directly your fault not getting photos of the groom and groomsmen could be perceived by some as a weakness. As you say it is so sad that the Bride did not express her photographic aspirations before the event. The possibility of a partial reshoot of the bride in her dress with a duplicate bouquet could be for the future. Speculation on my part is that your fee included much more time than 30 minutes for photography. If your standard fee presumes about an hour for photography and this had been possible[i] there will be a much wider range of images[/i] and less scope for the brides disappointment. Again - good luck.

Quote:

It helps to write a narrative of the problems and the steps taken to mitigate them. Copies should be supplied to both insurer and client.

Good luck!


The narrative could be important - with the camera EXIF providing evidence of the time shooting started and finished; putting a time frame on how many photos were reasonably possible after the late start etc.

Reading between the lines the bride wanted more shots than were possible in the shortened time scale and the groom was perhaps not reasonably co-operative on the day.

While not directly your fault not getting photos of the groom and groomsmen could be perceived by some as a weakness.

As you say it is so sad that the Bride did not express her photographic aspirations before the event.
The possibility of a partial reshoot of the bride in her dress with a duplicate bouquet could be for the future.

Speculation on my part is that your fee included much more time than 30 minutes for photography.
If your standard fee presumes about an hour for photography and this had been possible there will be a much wider range of images and less scope for the brides disappointment.

Again - good luck.

Just a thought for the future, maybe get the info face to face or over Zoom, the bride & groom may be daunted in what they want, and what's available. It also gives you the opportunity to "up sell". Then if done F2F you can just get them to sign off the requirements.

Just a thought for the future, maybe get the info face to face or over Zoom, the bride & groom may be daunted in what they want, and what's available. It also gives you the opportunity to "up sell". Then if done F2F you can just get them to sign off the requirements.

[quote] sending Wedding Questionnaire to fill which include all the requests, details etc. I also kindly explained how important it is to receive them back before a wedding, so I know every little detail and don't miss anything special to be captured. Sadly, I couple ignored. Also, did not approved the final Shooting Timing Schedule where I also asked to add and remove anything they want.[/quote] This should have sounded alarm bells perhaps? I'm not a wedding photographer but I would be wary of any job where the client is not prepared to work with me to achieve a good result. But you can use their lack of cooperation as a defence.

Quote: sending Wedding Questionnaire to fill which include all the requests, details etc. I also kindly explained how important it is to receive them back before a wedding, so I know every little detail and don't miss anything special to be captured. Sadly, I couple ignored. Also, did not approved the final Shooting Timing Schedule where I also asked to add and remove anything they want.


This should have sounded alarm bells perhaps?

I'm not a wedding photographer but I would be wary of any job where the client is not prepared to work with me to achieve a good result.

But you can use their lack of cooperation as a defence.

[quote]Just a thought for the future, maybe get the info face to face or over Zoom, the bride & groom may be daunted in what they want, and what's available. It also gives you the opportunity to "up sell". Then if done F2F you can just get them to sign off the requirements. [/quote] I almost always have a wedding consultation before booking is made as it is important for me as well for a couple to have a good click. I did offer a consultation before signing the agreement. The groom was ready to schedule a phone consultation but never scheduled. We also met in person week before a wedding. They both looked busy and not willing to spend a time to discuss all the details. The bride told me that she has some photos in phone she would like to be captured. I kindly suggested to share with me. Never shared. If only I knew... I would never ever book this wedding... There are some few things to mentioned but I won't as it can go long way...

Quote:Just a thought for the future, maybe get the info face to face or over Zoom, the bride & groom may be daunted in what they want, and what's available. It also gives you the opportunity to "up sell". Then if done F2F you can just get them to sign off the requirements.


I almost always have a wedding consultation before booking is made as it is important for me as well for a couple to have a good click. I did offer a consultation before signing the agreement. The groom was ready to schedule a phone consultation but never scheduled.
We also met in person week before a wedding. They both looked busy and not willing to spend a time to discuss all the details. The bride told me that she has some photos in phone she would like to be captured. I kindly suggested to share with me. Never shared. If only I knew... I would never ever book this wedding...

There are some few things to mentioned but I won't as it can go long way...

[quote][quote] sending Wedding Questionnaire to fill which include all the requests, details etc. I also kindly explained how important it is to receive them back before a wedding, so I know every little detail and don't miss anything special to be captured. Sadly, I couple ignored. Also, did not approved the final Shooting Timing Schedule where I also asked to add and remove anything they want.[/quote] This should have sounded alarm bells perhaps? I'm not a wedding photographer but I would be wary of any job where the client is not prepared to work with me to achieve a good result. But you can use their lack of cooperation as a defence. [/quote] Thank you! To be honest I could not imagine this happening! Yes, I have all correspondence. The bride opened and started to speak only after receiving the preview photos. Still waiting for the reply to my last email. Not sure how this all will end but my gut feeling says it will be difficult to deal with her.

Quote:
Quote: sending Wedding Questionnaire to fill which include all the requests, details etc. I also kindly explained how important it is to receive them back before a wedding, so I know every little detail and don't miss anything special to be captured. Sadly, I couple ignored. Also, did not approved the final Shooting Timing Schedule where I also asked to add and remove anything they want.


This should have sounded alarm bells perhaps?

I'm not a wedding photographer but I would be wary of any job where the client is not prepared to work with me to achieve a good result.

But you can use their lack of cooperation as a defence.


Thank you!

To be honest I could not imagine this happening! Yes, I have all correspondence. The bride opened and started to speak only after receiving the preview photos.

Still waiting for the reply to my last email. Not sure how this all will end but my gut feeling says it will be difficult to deal with her.

[quote]Do you use an approved contract, like that supplied by the Master Photographers' Association or the British Institute of Professional Photography? Both have been checked by Trading Standards and my PI insurer insisted that we use an approved contract. I'm glad to hear that you have PI insurance, because one great advantage is that they're good at seeing off vexatious litigants, especially those have have behaved unreasonably. It helps to write a narrative of the problems and the steps taken to mitigate them. Copies should be supplied to both insurer and client. Are you a member of a professional association because they can be very supportive. Good luck![/quote] No, I am not a member of any of these two association. I shall research what benefits I would get. Will def consider.

Quote:Do you use an approved contract, like that supplied by the Master Photographers' Association or the British Institute of Professional Photography? Both have been checked by Trading Standards and my PI insurer insisted that we use an approved contract.

I'm glad to hear that you have PI insurance, because one great advantage is that they're good at seeing off vexatious litigants, especially those have have behaved unreasonably.

It helps to write a narrative of the problems and the steps taken to mitigate them. Copies should be supplied to both insurer and client.

Are you a member of a professional association because they can be very supportive.

Good luck!


No, I am not a member of any of these two association. I shall research what benefits I would get. Will def consider.