Is there something in the water....? More portrait bitchy-ness
Cut because everything came out longer than I meant to...
So, last Saturday, I'm showing a walk-in their photos and I see someone (a session from a couple of weeks ago, presumably to pick up his order) walk in. I let the family look at their photos while I check on the man who walked in. He said he was picking up his order but when I looked I didn't see it. So, I looked up his order and saw he only ordered the digital downloads and enhancements, which were sent via email. There was no need for him to come in.
Let me backtrack for a second - when he and his wife (?) came in for a maternity session, English was not their first language. Fortunately, I was able to find someone at the store who spoke Spanish. She was extremely helpful, even was able to guide them in the camera room with poses and such. She translated what we offered. They liked a lot of the pictures and I explained the packages and the option to just get everything sent digitally. I added - as I always do - anything you order from us will be here [this date].
She translated that and he said "No, this is fine." This meaning digital download and enhancements. He got everything for $130, which - believe me - is a great deal for what they're getting. Apparently he wouldn't stop talking to the Spanish translator, even when she was trying to inch her way out the door to get back to work.
Back to the situation on Saturday - I tell him we don't have any physical portraits for him but asked if he received the email. He said he did but the girl - who now apparently spoke 'poor Spanish' - told him that his order would arrive at this date. His English is still terribly broken so I get on the walkie to get in touch with someone who spoke Spanish and I told - via walkie - they're working on it because someone else needed a translator. So, I explain to him - for the 4th or 5th time - that he ordered digital images, I asked if he wanted to order anything else even though it won't arrive until this particular date, he said no and that was it. There was no order for him to pick up. Period.
HE. WAS. STILL. ARGUING. WITH. ME. Like, I don't know what you want - you have everything!
Meanwhile, I still had people waiting for me at the computer AND I had my next appointment walk in. To his credit, he was understanding to let me tend to the other customers. The people at the computer put their order together and were ready to go, I apologized for the wait and dad whispered, "Man, that guy really doesn't get what you're saying." I let out and awkward laugh and got them checked out. I tell the next appointment - who has a three-month-old baby, by the way - to pick out the next background and to give me just a moment. They were genuinely sweet and very understanding.
I get back to this customer and then get back on the walking asking what the "20" was on the translator. He got snappy and said, "I don't need someone to speak Spanish for me. I speak good English." He was almost offended that I was trying to find someone to help with this language barrier. Whatever. Then he asks for the manager. Fine. I get on the walkie for the LOD to come to the studio. I have to get started with this next appointment, but the LOD arrived just in time and he starts bitching at her as to why they have no one who spoke Spanish.
YOU! JUST! GOT! OFFENDED! WHEN! I! WAS! TRYING! TO! FIND! SOMEBODY!
She apologized and assured him that they were working on it. I apologized to him, saying I have to get started with them. Again, to his credit, he patiently said that was fine. I am trying to get things started and - OF COURSE - the lights don't want to work. And the baby is getting cranky, understandably so. About this time, the translator walks in the studio. They were trying to calm the baby so I assured them they would get a couple of free sheets for their patience. Again, they were super sweet and understanding. Probably more than I deserve.
I go over to the ... situation and the girl said that her Spanish wasn't fluent but she was going to try her best to help. So, we go through the whole thing AGAIN. At least three more times, with the LOD standing there. He was getting agitated, not understanding why he wasn't getting anything. Complains that he spent $130 on an email. Which, I'm sorry, is insulting to me. I worked my ass off. He was a control freak. He got the rights to use those images however he wants (copyright included) AT HIS CONVENIENCE.
He finally says "whatever" and walks out giving me the peace sign.
After that was done, so was the baby. I apologized immensely for everything but we were going to have to reschedule because I'm going to have to call someone to figure out what the problem was with the lights. They were, again, so sweet and understanding. They said they work in customer service themselves and get how people get. So, they rescheduled for the next morning. Bought everything.
SUNDAY - yes, my weekend of crazy wasn't quite over yet - a woman walks in to pick up her order. I show her the one 10x10 she ordered (she ordered the digital download also, which should have created black & whites and sepia images, without having to pay extra for those) then she says, "Now where's my CD?" CDs are becoming obsolete, we're merging with the modern technology and doing things digitally.
I said, "We don't do CDs any-" She cuts me off and gets really huffy. "No. I ordered a CD. Where is it? We discussed this. There were enhancements on it. Where is the CD?"
She was...very controlling at the session but I am overly polite and eager to please and made sure she got everything she needed, including the enhancements. I managed to take her down a couple of notches at the session but at this moment, she was clearly ready for a fight. I said, "let me check and see what is going on" - and she lets out a huge sigh and rolls her eyes. She indeed got the digital and should have gotten everything she paid for, she said she got the email but no enhancements.
"Not a problem," I said. "I will take care of this right now." So I did ... and she was still bitchy to me. She turned her attention to the optional purchases - for whatever reason, the lab only sent two (out of what's supposed to be four - for $20). So I said she could have them for $15 but she looked at me, saying, "No. They're $5 a piece. There's only two, that should be ten dollars."
"Well, actually, they're worth between $15 - $30 a piece but we typically give them for $20 for all fou-"
"No. If there's four of them and they're $20, that means they're $5 a piece."
Look, lady - I'm glad you have the capability to do basic math but this is a business - these are extra sheets, generally worth (altogether) $90 and we're selling them to you for $20. These are optional purchases, you didn't pay for them; you don't have to pay for them.
At this point, I just wanted her out of the studio so I let her have them for $10. She slammed the change on the counter and told me to have a good Sunday, then left.
Why are people like this? I am doing you a service and I am being nice - probably more than you deserve - and you're going to treat me like that?
GO. AWAY.
Sorry this was a more lengthy than I planned. It was such a frustrating weekend, even with only two customers acting that way. Thanks for letting me vent.
So, last Saturday, I'm showing a walk-in their photos and I see someone (a session from a couple of weeks ago, presumably to pick up his order) walk in. I let the family look at their photos while I check on the man who walked in. He said he was picking up his order but when I looked I didn't see it. So, I looked up his order and saw he only ordered the digital downloads and enhancements, which were sent via email. There was no need for him to come in.
Let me backtrack for a second - when he and his wife (?) came in for a maternity session, English was not their first language. Fortunately, I was able to find someone at the store who spoke Spanish. She was extremely helpful, even was able to guide them in the camera room with poses and such. She translated what we offered. They liked a lot of the pictures and I explained the packages and the option to just get everything sent digitally. I added - as I always do - anything you order from us will be here [this date].
She translated that and he said "No, this is fine." This meaning digital download and enhancements. He got everything for $130, which - believe me - is a great deal for what they're getting. Apparently he wouldn't stop talking to the Spanish translator, even when she was trying to inch her way out the door to get back to work.
Back to the situation on Saturday - I tell him we don't have any physical portraits for him but asked if he received the email. He said he did but the girl - who now apparently spoke 'poor Spanish' - told him that his order would arrive at this date. His English is still terribly broken so I get on the walkie to get in touch with someone who spoke Spanish and I told - via walkie - they're working on it because someone else needed a translator. So, I explain to him - for the 4th or 5th time - that he ordered digital images, I asked if he wanted to order anything else even though it won't arrive until this particular date, he said no and that was it. There was no order for him to pick up. Period.
HE. WAS. STILL. ARGUING. WITH. ME. Like, I don't know what you want - you have everything!
Meanwhile, I still had people waiting for me at the computer AND I had my next appointment walk in. To his credit, he was understanding to let me tend to the other customers. The people at the computer put their order together and were ready to go, I apologized for the wait and dad whispered, "Man, that guy really doesn't get what you're saying." I let out and awkward laugh and got them checked out. I tell the next appointment - who has a three-month-old baby, by the way - to pick out the next background and to give me just a moment. They were genuinely sweet and very understanding.
I get back to this customer and then get back on the walking asking what the "20" was on the translator. He got snappy and said, "I don't need someone to speak Spanish for me. I speak good English." He was almost offended that I was trying to find someone to help with this language barrier. Whatever. Then he asks for the manager. Fine. I get on the walkie for the LOD to come to the studio. I have to get started with this next appointment, but the LOD arrived just in time and he starts bitching at her as to why they have no one who spoke Spanish.
YOU! JUST! GOT! OFFENDED! WHEN! I! WAS! TRYING! TO! FIND! SOMEBODY!
She apologized and assured him that they were working on it. I apologized to him, saying I have to get started with them. Again, to his credit, he patiently said that was fine. I am trying to get things started and - OF COURSE - the lights don't want to work. And the baby is getting cranky, understandably so. About this time, the translator walks in the studio. They were trying to calm the baby so I assured them they would get a couple of free sheets for their patience. Again, they were super sweet and understanding. Probably more than I deserve.
I go over to the ... situation and the girl said that her Spanish wasn't fluent but she was going to try her best to help. So, we go through the whole thing AGAIN. At least three more times, with the LOD standing there. He was getting agitated, not understanding why he wasn't getting anything. Complains that he spent $130 on an email. Which, I'm sorry, is insulting to me. I worked my ass off. He was a control freak. He got the rights to use those images however he wants (copyright included) AT HIS CONVENIENCE.
He finally says "whatever" and walks out giving me the peace sign.
After that was done, so was the baby. I apologized immensely for everything but we were going to have to reschedule because I'm going to have to call someone to figure out what the problem was with the lights. They were, again, so sweet and understanding. They said they work in customer service themselves and get how people get. So, they rescheduled for the next morning. Bought everything.
SUNDAY - yes, my weekend of crazy wasn't quite over yet - a woman walks in to pick up her order. I show her the one 10x10 she ordered (she ordered the digital download also, which should have created black & whites and sepia images, without having to pay extra for those) then she says, "Now where's my CD?" CDs are becoming obsolete, we're merging with the modern technology and doing things digitally.
I said, "We don't do CDs any-" She cuts me off and gets really huffy. "No. I ordered a CD. Where is it? We discussed this. There were enhancements on it. Where is the CD?"
She was...very controlling at the session but I am overly polite and eager to please and made sure she got everything she needed, including the enhancements. I managed to take her down a couple of notches at the session but at this moment, she was clearly ready for a fight. I said, "let me check and see what is going on" - and she lets out a huge sigh and rolls her eyes. She indeed got the digital and should have gotten everything she paid for, she said she got the email but no enhancements.
"Not a problem," I said. "I will take care of this right now." So I did ... and she was still bitchy to me. She turned her attention to the optional purchases - for whatever reason, the lab only sent two (out of what's supposed to be four - for $20). So I said she could have them for $15 but she looked at me, saying, "No. They're $5 a piece. There's only two, that should be ten dollars."
"Well, actually, they're worth between $15 - $30 a piece but we typically give them for $20 for all fou-"
"No. If there's four of them and they're $20, that means they're $5 a piece."
Look, lady - I'm glad you have the capability to do basic math but this is a business - these are extra sheets, generally worth (altogether) $90 and we're selling them to you for $20. These are optional purchases, you didn't pay for them; you don't have to pay for them.
At this point, I just wanted her out of the studio so I let her have them for $10. She slammed the change on the counter and told me to have a good Sunday, then left.
Why are people like this? I am doing you a service and I am being nice - probably more than you deserve - and you're going to treat me like that?
GO. AWAY.
Sorry this was a more lengthy than I planned. It was such a frustrating weekend, even with only two customers acting that way. Thanks for letting me vent.