If you’ve been in the brand photography world for a while, you’ve probably worked with a rogue client or two. If not, just wait—it’s bound to happen! And honestly? We all go rogue sometimes.
Maybe it’s because we’re hangry. Maybe it’s because we have a million ideas bouncing around in our heads. Whatever the reason, clients can go off track, and it’s our job to guide them back while keeping the experience positive.
So, let’s talk about the two most common types of rogue clients and how to handle them like a pro.
The Client Who Loses Track of Time
You know the ones. The shoot is moving along, and suddenly, you realize time is slipping away. Maybe their makeup artist is doing constant touch-ups between shots. Maybe outfit changes are taking longer than expected. Before you know it, you’re running out of time to capture everything you planned.
When that happens, here’s what we say:
“Hey [Client’s Name]! This shoot is going SO well, and we’re loving everything we’ve captured so far! Time has flown by, and we’ve got about 30 minutes left. Let’s take a quick look at our shot list and prioritize what’s most important to you so we can make sure we get those in before we wrap up!”
Why does this work?
- It keeps the conversation positive.
- It brings up the time constraint without making them feel bad.
- It keeps the focus on their needs.
If they ask why you can’t get through everything, you can gently explain that extra elements (like hair and makeup adjustments) have added more production time than planned. And if they seem like they want more, you can offer to extend the session for an additional fee.
The Client Who Goes Off Script
Then there’s the client who has a total change of heart on shoot day. Let’s say they booked a lifestyle product session, but when you show up, they decide they actually want e-commerce-style images on a plain background.
Cue the deep breaths.
Rather than shutting them down, we’d say something like:
“Hey [Client’s Name]! Totally understand the change of direction, and we’re here to help make this work for you! Just so you know, the type of e-commerce images you’re describing require a completely different setup and gear, which we didn’t bring today. But here’s what we CAN do: we can stick with our original lifestyle plan and schedule another session for those e-commerce shots, OR we can tweak today’s shoot and use the available surfaces here to get as close as possible to that look. What do you think?”
This approach does a few things:
- It reassures them that they’re being heard.
- It avoids a flat-out “no.”
- It gives them choices, so they feel in control.
Giving Clients Options = Empowering Them
At the end of the day, how you handle tricky client situations directly impacts your business. Remember, all clients (rogue or not) will remember how you made them feel.
When you give your client options and allow them to be the ones who choose, they feel comfortable and in control, and then they’re ultimately responsible for the outcome they receive based on the choice they made.
Whether it’s a dream client, a rogue client, or even a nightmare client, the goal is the same: serve well, communicate clearly, and maintain the level of excellence that makes your business stand out.
So, here’s to handling rogue moments with confidence and keeping your shoots on track!
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