| Sign in: |
| Members log in here with your user name and password to access the your admin page and other special features. |
|
|
|
|
|| SportsShooter.com: Member Message Board
Has Kodak changed Endura?
Eric Canha, Photographer
 |
Brockton | MA | United States | Posted: 10:09 AM on 12.15.09 |
->> I just got a call from a client complaining that the thickness or weight of the prints that she received last year is heavier than the prints I just sent her. In both cases the lab printed on Endura luster. I haven't found any information to indicate that the Endura has changed and a call to the lab confirmed that they are unaware of any changes either.
I'm inclined to believe that something else may be at work here, but I also want to make sure that others aren't hearing or getting similar complaints. |
|
Brad Barr, Photographer
|
Port St. Lucie | FL | USA | Posted: 12:03 PM on 12.15.09 |
| ->> file this under "some people live to complain" and move on. If its thinner...its so minor its a total non issue... |
|
Greg Francis, Photographer
|
Rochester | NY | USA | Posted: 12:17 PM on 12.15.09 |
| ->> Endura from Adorama hasn't changed in any way for me this year. |
|
Eric Canha, Photographer
|
Brockton | MA | United States | Posted: 12:42 PM on 12.15.09 |
->> Thanks Greg.
Brad when someone has cut a check for several hundred dollars I don't have the luxury of dismissing non-issues, when someone continues to cut those checks (this is a repeat client) such a dismissal can be costly. I have to at least know that it is a perception issue (and possibly more) on their end and work to resolve it.
Getting someone to buy the first time is a mark of salesmanship. Getting them to return and continue to spend significant sums are marks of quality, service, and an understanding of how to stay in business.
Turns out that she was unhappy with the 'basic' retouching done at the lab. Rather than to say that she liked the lines and wrinkles as-is she found a more subtle way of voicing displeasure. Funny thing is that I didn't remember checking off the retouch option AND I thought that she looked drop dead gorgeous in the prints. |
|
Delane B. Rouse, Photographer, Photo Editor
|
Washington | DC | US | Posted: 10:24 PM on 12.16.09 |
->> She wasn't subtle in voicing her displeasure, she lied.
Why wasn't she honest from the start?
You can apply all the salesmanship, service, and quality you want but why would the customer tell you "A" and she when she knows that the problem is "B"?
Whatever floats your boat man...
Delane |
|
Eric Canha, Photographer
|
Brockton | MA | United States | Posted: 8:49 AM on 12.17.09 |
| ->> Delane I can't tell you why she would point to A instead of B. That's just how some people roll. I would assume that it deflects the responsibility to the lab or manufacturer and gets her a second chance at ordering the prints without the retouching. |
|
Jim Pierce, Photographer
|
Waltham | MA | usa | Posted: 7:52 PM on 12.17.09 |
->> Eric,
You got your hands full with this one, it sure sounds fishy to me. I have found a couple of these customers in the past 8-10 years and they are the worst customers to have. They usually want something for nothing so they try and figure a way that you will give away part/all of the order. Not saying this is the case here but sure sounds like it. How does a "paper" problem turn into a "retouching" problem???
If you had reproduced this order on different paper as she first complained about, she would have then said "oh I really ment I did not like the retouching", then another order....Just costing you money, as I can't see her paying for this second set, or is she?...then all is good!!!
If this were me I would process ONE photo for her approval and then process the rest. This would only happen after I got the others returned.
I bet she wants all this before Christmas too.
Merry Christmas and have fun in Arlington, myself, have the week off and heading to VT and hopefully snowmobiling before a crazy winter season kick in!
Jim |
|
Brad Barr, Photographer
|
Port St. Lucie | FL | USA | Posted: 7:56 PM on 12.19.09 |
->> Ummmmm...I stand by my original post
"some people live to complain"....even more so now that you added that she totally lied to you.
Now its a "retouching issue"???> WTF???
Next its gonna be the texture on the print is off....she's just fishing for a way to get a refund/discount. Hold your grounds. People like this just love to try and push people around. If you KNOW your product was good....then stick to it. If she wants 'more' retouching, say certainly maam, thats absolutely possible. Our retouching rate is $xxx.xx, how would you like to pay for that today?
Say yes...and state your price for making it so. Then she can say no to the deal/issue or not. |
|
Eric Canha, Photographer
|
Brockton | MA | United States | Posted: 10:31 PM on 12.19.09 |
->> Alright Brad let me ask you straight up. If you had a family that you had done 2 weddings for and had a long-ish term relationship as "their" photographer, would you REALLY draw a line in the sand over $25 in reprints?? I mean seriously $2.20 a pop for 8x10's at WHCC and they're shipped to me free UPS blue label. I just can't believe that you or anyone else would alienate a repeat customer over $25.
Jim I dropped the viewing stations off this afternoon ahead of the storm. Looking forward to the tournament. Arlington was a very good tourney for us last year. Have fun in VT, I'm not a skier or snow toy fan so being indoors is a plus for me. |
|
Brad Barr, Photographer
|
Port St. Lucie | FL | USA | Posted: 10:50 PM on 12.19.09 |
->> Its not what you say its how you say it....alienating the client is not necessary....but neither is them lying to you.
At this point...you dont know what the actual issue is/was, so reprinting them without that knowledge would be futile.
I do 40-60 weddings a year btw....so I've been where you're at....you cant "fix" the problem if you havent established what the "real" problem is....from what you have posted...its not yet ascertained exactly what the real issue is.....perhaps you have...but if so you havent shared it here other than a "retouching issue"....
btw check out meridian pro labs....8x10 color corrected 1.35ea
merry Christmas
bb |
|
Delane B. Rouse, Photographer, Photo Editor
|
Washington | DC | US | Posted: 10:51 PM on 12.19.09 |
->> Hey Eric,
I think you're doing the right thing for your business. not to mention that your question was really about Kodak Paper... |
|
Eric Canha, Photographer
|
Brockton | MA | United States | Posted: 9:23 AM on 12.20.09 |
->> Brad I too shot weddings for some 15 years. 5 year ago I switched to concentrate on events and sports. I can't control that she lied to me. She didn't want to admit right off the bat that she didn't like the smoother (albeit fake) skin and other 'enhancements'.
I'm not sure what more you think that I'm holding back. The call came in that this year's prints were printed on 'thinner' paper. I told here that I would look into it. I called the lab and made the post here. Called her back and told her that based on the call with the lab that the paper hasn't been changed and that I'd be happy to have the order reprinted. That's when she lets loose with the idea of reprinting the order without the retouching. So while I've never put a man on the moon, I'm pretty sure that I've figured out what the real issue is at this point and go from there.
BTW in my second post I state openly that the problem was the retouching. I said it openly that she was unhappy with the retouching AND took ownership of the problem that I had inadvertently selected the basic retouching option. So I'm not sure why you would think that I was shooting in the dark..... All I was doing between calls with the client was checking to see if in fact there was any other complaints of Endura changing.
As Delane has so correctly pointed out I just jumped on here to make sure that Kodak hadn't made a change that wasn't published. Not looking for customer service advise on this one. |
|
Brad Barr, Photographer
|
Port St. Lucie | FL | USA | Posted: 5:43 PM on 12.20.09 |
->> Merry Christmas!!
Here's to hoping you dont reprint them all only to get the next response being..well i kind of like a little bit of the retouching, can you redo them with just a little bit...
thats all that i meant by knowing the exact solution...
Glad it worked out for you
bb |
|
Return to --> Message Board Main Index
|