Rush Jobs & Going 'Above and beyond'

[Erik Anderson]

So here's a quick question:
One of my regular clients had me shoot his new car. No big deal there, he gets new cars every 4-6 weeks (yes, really) and we have a deal for $X. Typically I turn around the photos in 2-3 days. Sometimes it's longer, but always with 5 days. I send him resized 800x images so that he can use them in his for sale ads within that time frame and spiff up a couple in photoshop for him and everyone is happy.

I shot another car for him tonight and as I'm getting in my car he says ' I really need those photos tomorrow'. Well, long story short the typical 15-20 photos in2-3 days blossoms into 35-40 photos turned around within 24 hours.

The quandary:
I didn't say anything at the time about expediting services, but probably should have. As mentioned he's a regular paying client who although he's not single-handedly making me rich, he's providing a steady and reasonable income for the time invested. I feel like I should keep my word and provide the images within 24 hours as promised, but broach the subject of additional payment for the fast(er) turn around.

What say you?

1) I'm justified in asking for more money.
2) Don't rock the boat with a guy giving you steady good paying business asking you a favor this time.
3) A wallaby playing in a string quartet.

[John Thawley]

2 & then 1 -

Don't rock the boat... but monitor the situation so it does not slip into becoming the "norm."

You have to look at business in a broad sense.... even pricing. I've gone to races where I didn't have as much work as I'd like.. but in the grand scheme of things, I need to be there to follow through on servicing clients and I need to plant seeds. Plus, you never know what will come of it later. I recently sold an image for a national campaign that was taken at such a race. Likewise, I just sold 2 images for a Canadian campaign from a race last year that happened to be my most profitable.

My point is, your "store" has to be open to do business. Some days are slow... some days are busy... some days the store has a sale... if it all averages out into a good year, you're doing something right.

JT

[Greg Mitchell]

I totaly agree with John's comments sometime there are the can i get this tomorrow. As long as its not turning into more the norm, a good consistant paying customer is great to have. if once or twice a year he needs a 24 hour turn around not to bad. but also maybe not after a shoot talk to him that fast turn arounds are not always possible, maybe broach the possibility of a premium charge for that half night of work to get it back to him in time.

[Erik Anderson]

Great advice JT, thanks!. Having shot for this client for going on a little over a year now, I have a feeling that this will become part of the 'standard' but will watch it.

Next question:
I'm now hauling out more equipment (my Calumet 750s, generator, etc) and this shoot was the first time I'd used them. I'm at the point where the 3-4 hours total (shooting and editing) per shoot is stretching into 5+ since I'm spending more time editing photos than I was (more attention to detail).

What's the best way to approach a price increase with a client? Since it's steady business, I'm walking a careful line. It's not like he's taking me to the cleaners, but I'm spending at least 2 hours more per shoot than when I started with him.

[Daniel Buck]

I'm no businessman, so take my thoughts with a grain of salt :-)

If you are on comfortable talking terms with him, the next time you shoot for him, I personally would bring up the situation, that you really had to bust balls to get the images done last time in the short amount of time he required. If he doesn't get the hint and asks for the short time-line again, I would then ask for extra compensation and mention your previous conversation about having to bust balls.

I realize this is a regular client, but if it's going to turn into a regular nightmare for you, you should probably do something about it.

For the first time, I would probably just let it slide (as you have done). But if he does it again the next time, he's probably going to start expecting them with the 24 hour turn around each time after that, so you had probably best bring it up within the first few times!

Just my thoughts :-) I don't deal with clients in photography, but we do have to deal with clients regarding CG work, and "going above and beyond" is often something us artists always want to do (because we want our work to look good!) But the producer folks often time have to tell us not to, or to start pushing on the client for more funding.




In regards to his matter, I have always been told the "triangle of working". The triangle has 3 sides (duh! haha!) One side has "Fast turn around", one has "Quality work", and the other has "Cheap rice". A client can only sit on one corner at a time, and thus have only two sides of the triangle, never all 3!

For example, they can have Fast turn around, and a quality product, but they aren't going to have a cheep price! They can have a cheap price and a fast turn around, but they aren't going to have a quality product! They can have a cheap price and a quality product, but they won't have a fast turn around!

I'm no business man, so I don't know the best way to relay that to the client. But for your own internal purposes, you can where that is going :-)

[John Thawley]

Great advice JT, thanks!. Having shot for this client for going on a little over a year now, I have a feeling that this will become part of the 'standard' but will watch it.

Next question:
I'm now hauling out more equipment (my Calumet 750s, generator, etc) and this shoot was the first time I'd used them. I'm at the point where the 3-4 hours total (shooting and editing) per shoot is stretching into 5+ since I'm spending more time editing photos than I was (more attention to detail).

What's the best way to approach a price increase with a client? Since it's steady business, I'm walking a careful line. It's not like he's taking me to the cleaners, but I'm spending at least 2 hours more per shoot than when I started with him.

Well... if costs are increasing, you need to address it. BUT... don't wait for a job to address it. I would draft a letter accentuating the positive. "I really appreciate your business... you're a valuable customer. As I continue to look for ways to better serve my clients and continually look to better the quality of the finished product, With that in mind, I'd like to present you with my current rate card.

I would give the impression that this is something you're sending out to ALL of your many, many clients... you don't want to appear he's been singled out. This is simply business.. and he'll probably have no trouble accepting that. This would also be a good time to add "rush" charges and standard turn-around times to your rate card. :)

Lastly, one comment Daniel made... "hint around." NEVER hint around... be very direct. This is business. Things should always be clearly stated to avoid confusion and misunderstandings.

JT

[Daniel Buck]

Lastly, one comment Daniel made... "hint around." NEVER hint around... be very direct. This is business. Things should always be clearly stated to avoid confusion and misunderstandings.
I'm glad someone could counter some of this! Though often times our producers have to translate 'hints' from the clients, maybe it doesn't go both ways? (or... shouldn't?) :)

[Erik Anderson]

Well... if costs are increasing, you need to address it. BUT... don't wait for a job to address it. I would draft a letter accentuating the positive. "I really appreciate your business... you're a valuable customer. As I continue to look for ways to better serve my clients and continually look to better the quality of the finished product, With that in mind, I'd like to present you with my current rate card.

I would give the impression that this is something you're sending out to ALL of your many, many clients... you don't want to appear he's been singled out. This is simply business.. and he'll probably have no trouble accepting that. This would also be a good time to add "rush" charges and standard turn-around times to your rate card. :)

Lastly, one comment Daniel made... "hint around." NEVER hint around... be very direct. This is business. Things should always be clearly stated to avoid confusion and misunderstandings.

JT

Spoken like a man who's BTDT. Great advice all around, surprisingly simple yet critically important. My biggest issue is the time spent. This shoot alone was 3.5 hours of shooting and I've got 1 hour just in the few HDRs I'm doing.

Getting back to the issue of addressing the rates, should I preface it with a phone/face to face conversation or let the letter do the talking?

[John Jovic]

Erik

Just a though but does your client want you spending an extra couple of hours (with Calumet 750s, generator, etc) or does he/she still prefer the original service and the original price. Yes you may be doing a better job these days but this may or may not be what your client wants. You need to consider that he/she may prefer to pay less and receive less as well so possibly offer alternatives rather than just a price hike.

JJ

[John Thawley]

Spoken like a man who's BTDT. Great advice all around, surprisingly simple yet critically important. My biggest issue is the time spent. This shoot alone was 3.5 hours of shooting and I've got 1 hour just in the few HDRs I'm doing.

Getting back to the issue of addressing the rates, should I preface it with a phone/face to face conversation or let the letter do the talking?

Other than quoting a specific job, in a case like this, I would take the path of presenting a "rate card" update as if it's something you're sending all of your clients... not just him. That way, it's very much "business." You don't want him feeling singled out. Plus, I think the process of creating a pricing menu might help you understand your pricing and costs across the board.

JT