This is my first first post here so bare with me. I am a portrait photographer. I am a part-timer, I don't make a full living from photography but the income it provides is decent. Recently I had a customer come to me because a friend of theirs purchased a gift card for them. The denomination of the card payed for a one hour session with the family, which was the intention of the friend who purchased the card for the couple. The friend felt that they could take on the purchase of prints on their own. The couple was provided a price sheet that explained the prices of prints, books etc. and that prints and digital files are not included with the session, they are purchased separately.
The session was great, the pictures look fantastic and the client was very pleased. They then asked what the next steps would be. I provided them with a second copy of the price sheet and kindly told them they could choose their favourite photos and I would have them made into the prints or artwork of their choosing. However, they came back asking for a CD of images rather then prints or photo books. Knowing that they would likely wish to share them online I let them know that I could provide them with social media images, low res files suitable for sharing but not for printing.
I received the following response...
"A Social image CD will be useful but we are also hoping to print some really large size walls arts for our bed room. I am wondering if we need large files size images. If I give you a 128 GB USB, can you give us high resolution files?"
This response has left me with some mixed emotions. I happy to admit then when it come to the business side of things I am a bit green. I showed the response to a few friends. Some felt that the customer was playing innocent, pretending to not understand hoping that I will provide them with high-res files to print as they please.
I am trying to find the right way to respond without alienating the customer however I almost feel like the customer doesn't see me as a legitimate photographer. I feel like handing over a CD with high-res images is not very professional, It's also not a very good way to make a profit.
Any advice for a newbie in the field? How would you respond? How do you feel about providing high-res files?
As a commercial photographer, I have no issues with providing digital images to clients as long as its part of deliverables of the project. As a personal/family photographer your approach can be different.
You did make it clear that they had many options for products in your price sheet. I would reply that if they desired a custom product that you do not normally sell, that you will be happy to gather their information regarding their wall art use, find an appropriate vendor to complete the project, and provide them with a price estimate. You can only guarantee a high quality product when you control the printing and delivery , and you do not provide high res images for third party use.
Nailed it with the last sentence.
Scott, thank you for your sound advice. The last line really did nail it. I responded to my customer and kindly let them know that I simply don't provide high res images for third party printing. They replied apologetically and said they would be happy to purchase prints or artwork from me for their home. Thanks again for the advice, it really helped me to know what to say.