“I had NO idea that you were SO EXPENSIVE!”
“Can I get a refund (on the custom artwork that you just spent hours on)?”
“I REALLY want just the digital files, why can’t you just do that?”
If you own a business, you must get used to difficult conversations or you won’t be in business for long.
It comes with the territory. Potential clients hear what they want to hear, don’t pay attention or you mess up and don’t give them the right info to begin with.
No matter the cause, you are going to have days when you get an email something like this:
“I’m bummed about the price. I average at least 3 professional photoshoots a year with various talented photographers and these would quite literally be the most expensive photos I have EVER purchased.”
(actual email from prospective client)
🤢GUT CLENCH, am I right?
If you have ever had a client interaction that made you want to scream into a pillow - you are not alone.
Joining me today to help us unpack her own difficult client conversations is adventure and hunting dog photographer Kristen Murray.
Together we break down the conversations that leave us wondering:
Do I stand my ground?
Do I back down?
And if I stand my ground, what do I say? What does that look like?
Or, how we most often feel in these situations:
Do I just quit and become a hermit?
Listen in as Kristen shares a real and stressful experience with a client who disagreed with her over dog training methods, even going as far as calling her a bad dog mom? (Them’s fightin’ words!!!)
Instead of letting things blow up, Kristen listened and held space for a differing perspective, and guess what? That client came back to her and hired her again.
But wait, HOW?
Kristen and I talk all about keeping your cool even when it might be difficult by setting boundaries without burning bridges. She offers up some fantastic advice to help us have the difficult convos and still protect our tender, creative souls.
If you sometimes struggle with standing your ground while maintaining professionalism, this episode is definitely one you will not want to miss.
In this episode, you will learn:
- how to handle difficult conversations by staying calm (even though you’re NOT at all CALM)
- the importance of respecting differing opinions and practices to improve client relationships
- why you should avoid defensive reactions and instead respond thoughtfully
- why active listening (listening to understand rather than respond) is so important
- the positive effects of simplified pricing - breaking down pricing into smaller increments
Timestamps:
[2:55] Kristen travels nationwide, specializing in capturing the bond between adventurous dogs and their humans.
[5:26] A near-death experience led Kristen to pursue dog photography full-time, leaving her previous job.
[8:17] Kristen advises finding your passion and leaning into it, focusing on what you love and excel at.
[9:30] Kristen learned to handle upset clients by staying calm and addressing issues thoughtfully.
[11:51] After a tough conversation with an upset client, Kristen gained respect and even a potential referral.
[14:38] Handling disagreement calmly gives you a superpower others often lack in business.
[15:28] Kristen focuses on the bond between owners and their dogs, regardless of training methods or appearance.
[16:55] ATJ values respecting differing opinions and creating an environment that celebrates differences.
[19:49] Responding thoughtfully to criticism or apologies leads to resolution and de-escalation.
[21:23] Kristen reflects on having remained calm, approaching a situation with respect to resolve the client's concerns.
[24:36] Kristen believes people tend to avoid conflict, which worsens situations and leads to miscommunication, especially via email.
[25:34] Difficult conversations aren’t always negative, and listening helps lessen tension and misunderstanding.
[27:50] Kristen realized that smaller price increments and a personalized approach reduce client stress.
[29:49] Kristen suggests starting with a customized approach and acting quickly.
[32:19] ATJ suggests that expressing opinions confidently, without fear of confrontation, helps find good solutions.
[34:28] Kristen appreciates a flexible approach to business, adjusting when needed.
[36:10] ATJ commends Kristen for staying true to herself and adapting what she learns to her business.
Click here to listen!
WE WOULD LOVE IT IF YOU’D: Rate, Review, & Follow Us on Apple Podcasts
“I love ATJ & The ReWork!.” <– If that sounds like you, please take a minute and rate and review the show! This helps us support more portrait photographers — just like you — move toward building the PROFITABLE, sustainable businesses that they really want. Click here, scroll to the bottom, tap to rate with five stars, and select “Write a Review.” Then be sure to let ME know what you loved most about the episode (and any topics you are dying to learn about).
Also, if you haven’t already, FOLLOW the podcast. We’ll be adding some bonus episodes to the feed this season, and if you’re not following, you’ll miss out. Follow now!
You can also email me directly with your suggestions at: [email protected] - OR DM me directly on Instagram @atjphoto or @do.the.rework
We’d love to hear your thoughts, suggestions and ideas!
Links and Resources:
Download a Transcript
Ultimate Client Consultation Form
Frequently Asked Difficult Questions (FADQ’s)
Sales Sabotage Evaluation Tool
Allison Tyler Jones Education Courses
Do The ReWork
Website | Instagram
Allison Tyler Jones
Website | Instagram | LinkedIn
Kristen Murray
Website1 | Website2 | Instagram1 | Instagram2 | Facebook1 | Facebook2
