The client experience: What being in front of the camera taught me about being behind it.
Some of you reading this know my backstory, some of you may not. So to bring those of you, who’ve found yourself here purely through my photography work, up to speed, my life and work for nearly the last 18 years has been on stage, as a burlesque artist. It was only when the pandemic hit, that I found my way back to the vocation I originally trained for - photography.
This means that for almost two decades, I have found myself in front of the camera on countless occasions - through photoshoots I’ve booked with other photographers. It means that I have experienced first hand a variety of things, some good, some not so good, when it’s come to hiring someone else to take my portrait. And beneath the surface of my own photographic business, I have listened to those experiences, to help shape the kind of experience I want to offer my own clients.
Recent shot captured on film with client Didi Derriere
Here are just a few of the ways in which my own experiences as a client, have helped shape how I work as a photographer.
Before continuing - I would like to preface this post to acknowledge that there are some amazing photographers, whose work and work ethic I love and continue to return to as a client. Many of the topics discussed below stem from isolated negative experiences that I’ve worked to turn into positive experiences for my own clients.
Having zero say in the set up.
As a client, I've worked with photographers who will determine and decide how my photos will look, the colours, the backdrop, the lighting. There is nothing inherently wrong with this - I know as a photographer myself, what will work best when presented with a specific look or outfit, this IS part of the photographers creative work (and the reason you book them), but I like to give my clients choice. Many clients have a particular vision in mind, so I allow them the freedom to request these things and work WITH them to create their dream set up.
That said, I love nothing more than when a client trusts me to style and art direct their shoot, I believe it's one of my strongest skills as a photographer and allows me to create something unique to them.
Lack of clarity around pricing & what you're actually getting
One thing I've found frustrating as a client is being quoted a price without having any real understanding of what that price includes. I've had experiences where I've enquired about a photoshoot, been given a figure and that's pretty much where the information ends. No indication of how many final images I'll receive, how long the shoot will take or when I can expect my finished photographs.
For me, that's a big part of the client experience. You should know exactly what you're paying for and what to expect before you commit to booking.
Now that I'm on the other side of things, I have a clear pricing structure that I use to build my quotes. I'm always upfront about deliverables (particularly the number of final edited images) and give clients an estimated turnaround time before they book.
My pricing has increased over the last three years, but the foundations of how I calculate it haven't changed. It generally comes down to:
Shoot time: The time spent photographing the client.
Editing time: The time required to edit each final image.
Set-up: Some shoots require considerably more preparation, styling, materials or even additional assistance.
Business overheads: Studio rent, set materials, website hosting, equipment maintenance and all the other behind-the-scenes costs that come with running a photography business.
All of these things have to be factored into the price of a shoot, and I think it's important that clients understand that they're not simply paying for the time spent in front of the camera.
You might notice that I don't have every single price listed on my website. I tend to advertise specific packages when I'm running them, but otherwise, I prefer to provide a tailored quote based on your enquiry.
And there's a reason for that. I don't want you to book me purely because I'm the cheapest option (I know I’m not). I want you to book me because you love my work, connect with my style and see the value in what I offer.
That doesn't mean pricing should be a mystery, though. If you enquire with me, I'll happily provide all the information you need to understand exactly what's included, what it costs and what you can expect.
You should never have to guess what you're paying for when booking a photographer. Clarity and transparency should be part of the service, not an added bonus.
Having no say in the editing & retouching process
Editing is another area where I think there's a bit of a balance to be found. Not every photographer will allow you to dictate how they edit or retouch your images, and to be fair, I don't necessarily see a problem with that. If a photographer has a very defined editing style, that's probably one of the reasons you've booked them in the first place. You're investing in their creative eye, after all.
However, as a client, I've experienced both ends of the spectrum. I've received images that have been retouched so heavily that I barely recognise myself, and others that have arrived with little to no retouching at all. Neither experience left me particularly happy.
This is why I like to give my own clients the opportunity to make specific requests when it comes to retouching. Whether it's something they're particularly conscious of, a detail they'd prefer softened or simply an element of editing they'd like me to avoid, I want them to feel comfortable communicating that with me. At the end of the day, these are photographs of them, and I want them to feel confident and happy with what they receive.
That said, there's a little caveat here!
Please trust your photographer, too. There's a reason you've booked them, and hopefully, that's because you love their work and trust their creative judgement. I'm always happy to take on board reasonable retouching requests, but there's a difference between communicating your preferences and trying to micromanage every single pixel with a five-paragraph list of instructions.
Sometimes, you might actually be surprised by what your photographer produces if you give them a little creative freedom.
And one more thing: not everything can (or should) be "fixed in post". Good photography starts with getting things right in camera. Lighting, posing, styling and composition all play their part, and editing isn'ta magic wand that can fix absolutely everything.
This is photography, not AI. There's a limit to what can realistically be changed in an image, and I think it's important that both photographers and clients understand that.
Transparency around additional costs
I'll share a little story with you. Once upon a time, I worked with a photographer on a creative exchange. I'd already delivered my side of the agreement, we'd had the shoot, and everything seemed to be going as planned. Then, not long afterwards, I received a request to pay an additional fee for studio hire (because they “forgot” to mention it beforehand).
Now, this wasn't a studio we'd specifically hired for the shoot. It was a space where the photographer already had all of their equipment and belongings permanently set up. The amount wasn't particularly significant, but it was the principle of it. This was never discussed beforehand, wasn't part of our original agreement and certainly wasn't something I'd agreed to pay retrospectively.
I stood my ground, and, unsurprisingly, I've never actually seen the images from that shoot!
Experiences like this are exactly why I think transparency around additional costs is so important. Nobody likes unexpected charges, particularly when they come after you've already committed to a booking or, in my case, fulfilled your side of an agreement.
When you enquire with me, I'll provide a clear quote for the work involved and make sure you're aware of any potential additional costs before we go ahead. For example, if you'd like to purchase additional edits beyond those included in your original package, I'll make sure you know the cost upfront. No surprises, no awkward conversations afterwards and certainly no retrospective charges.
If there's an additional cost, you should know about it BEFORE you agree to the booking, not aftertheshoot has taken place.
So, what have I learned from being on the other side of the camera?
Spending years as the person in front of the camera has taught me an enormous amount about the client experience. I've experienced things I loved, things I didn't particularly enjoy and a few things that I certainly wouldn't want my own clients to experience.
Those experiences have shaped the way I work, how I communicate, what I include in my service and ultimately, the kind of photographer I want to be.
And, to reiterate, this isn't a dig at photographers as a whole. There are some absolutely incredible photographers whose work I adore, and who I’ve happily returned to as a client time and time again. Often, it's their creativity, professionalism, clear communication and the way they make me feel throughout the process that keeps me coming back.
Beautiful images might be what brings someone through your door, but it's the entire experience, how you treat them, communicate with them and make them feel, that leaves a lasting impression.
