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Clients from hell

matteusclement

matteusclement

macrumors 65816
Original poster
Jan 26, 2008
1,144
0
victoria
I need some advice.
I truly believe that I am cursed.
This is the second time that I have had a client drag on for MONTHS.
I am a casual, cash only video guy (read: a student)

Here's the story:
- I shoot a wedding
- I edit the wedding
- Turnaround time is three weeks (sept)
- Client says thank you
THREE WEEKS LATER
- client claims there is a funny sound during the ceremony
- I double check and can't find ANYTHING but burn a new copy just incase
- She says same problem ensues on two machines

Now it's December and she still hasn't gotten herself to my place to sit down. She emails me and says that I have to fix it.

I don't even think I have the footage on my computer anymore.

1. What do I do?
2. How do I prevent this from happening again?
 
matteusclement said:
I need some advice.
I truly believe that I am cursed.
This is the second time that I have had a client drag on for MONTHS.
I am a casual, cash only video guy (read: a student)

Here's the story:
- I shoot a wedding
- I edit the wedding
- Turnaround time is three weeks (sept)
- Client says thank you
THREE WEEKS LATER
- client claims there is a funny sound during the ceremony
- I double check and can't find ANYTHING but burn a new copy just incase
- She says same problem ensues on two machines

Now it's December and she still hasn't gotten herself to my place to sit down. She emails me and says that I have to fix it.

I don't even think I have the footage on my computer anymore.

1. What do I do?
2. How do I prevent this from happening again?
Click to expand...

If you have been paid, why do you care if she isn't getting back to you? Just tell her that she needs to make an appointment within 2 weeks to come and resolve the issue. If she doesn't make it or fails to show up, then it's her loss. Archive the footage and get on with your life. Tell her that if she doesn't get back to you within a set time, that you'll have to charge her to hold the project beyond 2 weeks. Money is a great motivator.

If you haven't been paid, then shame on you for releasing video without total payment first. Next time put that in your contract and also an expiration of X amount of time to make changes.

In the future, don't ever take footage off your computer until the project has been completed and paid for.
 
I agree with the above... but do stay nice, positive and professional. You never know who he/she knows and might recommend you for that big job in the future.
 
I was paid

I was paid, then she got it and a month later I got an email about this problem.

I guess it's my conscience that is eating at me. Damn guilt.
 
If they can't make the time don't worry about it. As for hearing it, if you had the original footage and nothing was on it then you could have her listen to that as well as having her bring the dvds with her so you can judge better if it's something on her end or not. To be honest, it can't be that bad if she can't find the time to meet with you.
 
There's really nothing you can do until you get her to show you the exact problem. If she can't make the time to come by your place, then that's not your concern. If you're feeling particularly charitable, offer to pay her a house call. Either way, determine whether there's actually a problem. If there is, fix it. If there isn't, then there's nothing you can do and at least you'll be in the same room, can mutually agree that there's no problem, and have visibly done everything you can for her.

I once burned a DVD for someone in another town and it came back to me with her sister. She was pretty adamant: "My sister couldn't get this to work, it won't play, blah blah blah" and insisted on getting a new copy. I asked her to put it in her own DVD player and show me the part that doesn't play. She put it in -- and it played fine. She said "Well, that's strange, I wonder what my sister's problem was then!" I don't know, but it's no longer my problem!
 
All good advice for the future setting up parameters but you still want to find out what this client is complaining about. Maybe bride misses bossing caterers and florists around. Better get in the same room with her with the DVD and get it out of your mind. You are conscientious and that's the pain of being pure at heart (to quote a band name) and you want to protect your reputation. Cover yourself in the future with the advice others have posted here.
 
Ask her if it was the actually wedding video? ... or the one her Husband ordered 3 weeks after the wedding? ... kidding, it sounds like wedding costs are starting to sink in and she is hoping for discounts
 
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