May I ask how much you were planning on investing?

(LISTEN - if slightly off of what we want them to spend ($1500), say this:

I understand. We have NO minimum or required purchase for our Portrait Sessions. You only buy what you love!

That's a valid question - it's definitely an investment.

Can I ask you this: Why did you reach out to us? Why not contact one of the other local photographers?

(ALLOW FOR RESPONSE - 95% of the time they will say it was because "your work was so much better than the others." )

Thank you for those kind words. Honestly, we put our heart and soul into our work.

We don't require it, but when other people see the difference in what we do and products we offer, they often choose to spend, $1500, $3000...$5000 as much as $15,000 or $20,000.

I can guarantee that whatever YOU spend will be worth every dollar when I deliver it, and its value will grow even more every day afterwards.

Now, we realize there are photographers for every budget. We’ve chosen to focus on the luxury market, and give a higher level of white glove service for each and every client. Some clients value the additional levels of service—some don’t. Typically, the ones who do come to us.

I price myself in such a way that allows me to spend more individual time with each client, to create a custom, one-of-a-kind experience, service and products!

There are hundreds of side-gig photographers that will do sessions dirt cheap, but they don't do what I do, use what I use. Nor do they have the education and experience that I have. Therefore, you get what you pay for - I pride myself on conducting my business in alignment with the highest standards... because my clients deserve the absolute best!

I've worked hard to match what people receive versus what they spend. And we will never be anyone's cheapest option, but when well matched with a client who values what we do, the results are beyond everyone's expectations.

I understand your feelings toward my pricing and we may not fit your budget.





ANOTHER ANSWER B

Why do you think someone would pay significantly more for portraits with a Portrait Artist as compared to other photographers?





ANOTHER ANSWER C

I understand how you feel and I've had clients who initially felt the same when looking at the potential investments.

What they have found after working together though is... (and reiterate some key points of value such as the quality of the products, the benefits of the experience you provide, etc.)





ANOTHER ANSWER D

Really? Compared to what?

See, some people drive a Cadillac; some drive a Chevy.
Some people eat lasagna at an Italian bistro; some eat Chef Boyardee.
Some people want exceptional photography; some are okay with an iPhone photo.
Any car will get you where you need to go.
Any food will fill you up.
Any camera will take a picture.

The end result is similar BUT
The QUALITY of the results differ.
The EXPERIENCE differs.
The VALUE differs.

There is no right or wrong. It's simply what's important to you.

The bottom line: If it's really important to you, if it's a priority, if you see the value, you'll pay for it. If not, you won't.

Really? Expensive, compared to what?

(ALLOW FOR CLIENT RESPONSE)

I hear what you are saying - it sounds too expensive. Can you tell me more about what you had in mind?

(Find the true objection, FEEL, FELT, FOUND.)

I understand how you feel.
I have felt the same way.
What I have found is that when I invested in incredible experiences and quality products, it was so worth it .
What do you think the benefits of having a portrait created by a Portrait Artist is?
(ALLOW FOR RESPONSE.)

Can I ask: Do you feel that spending at least a few thousand dollars on a piece of art which is a representation of that which is most precious to people, something that can be handed down as an heirloom, is reasonable?

Yes, we are more expensive than some. But isn't that why you contacted us, because of what you have seen and heard about us? By charging an appropriate amount, we are able to deliver a level of service that others just can't.

Would you help me to understand: Are you saying that the price is the most important thing to you?

OR

Do you mind if I ask you a question? Is the price you pay for your family's portraits the most important thing you are concerned with?

Are there other things that are very important to you besides the price?

IF THEY STILL SAY IT'S TOO MUCH MONEY

Ms. Jones, I understand how you feel. I can tell you that many of my clients felt that same way, AT FIRST. But then they found, years later, that the cost was insignificant to the enjoyment they got out of having these portraits and how it meant so much to their families as well.

IF THEY SAY "Everything you say is true, but... it's too much for me to pay," say this:

Oh, I see... Hmmm. Would an affordable payment plan help?

(ALLOW FOR RESPONSE. They may say "Oh I didn't know you'd do that! That changes everything."

If they still say It's too much money, say this:

If I can give you something that you really wanted, would you be willing to pay a little more than you anticipated?

(Do they appreciate service, quality, and other factors also? I often ask, if you can have whatever you want ignoring price, what is ideal for you?)

1) Isn't it worth paying a little extra for __________ ?
2) Every distinguished home should have a __________ .
3) The _________ you receive will be worth many times the price.
4) You probably though you couldn't afford ___________.
5) Don't you deserve the best?
6) Not as expensive as you think/thought.
7) We're sure to have the perfect_________ for you.
8) You owe it to your family to _____________.

If they say "It's STILL too much" say this:

I totally understand how my luxury sessions look expensive. If I’m outside of your budget, that’s not a problem. I suggest one of our special events, which is a short session time with special event pricing.

Does that sound like something that might interest you?

Here's the thing, (name): No one truly knows what they're going to love until they see what's been created for them.

That being said, it's true that if you're like everyone else, you will love more than just one.

But because you were chosen, you are able to have this really incredible experience and spend way less than clients who just waltz in the door.

The thing is, it only makes sense to spend this kind of money on something you just fall in love with.

If you don't love it, you won't spend a dime.

And if you do love it, we will work with you to help you get what you love!

Everyone who chooses to have this experience is really happy they did, whether they choose to do a lot or a little.

You're in the driver's seat, and you get to decide what the perfect outcome for this is.

And we're here to help you, either by helping you make hard choices or by spacing out the financial part over time to give you plenty of breathing room.

How does that sound?





ANOTHER POSSIBLE REPLY 2, if they say "This all sounds wonderful but I know I will want more and spend too much money. I will pass."

Here's the thing, XXXX: No one truly knows what they're going to love until they see what's been created for them.

That being said, it's true that if you're like everyone else, you will love more than just one,
IF A PRODUCT, like A 10-INCH IS INCLUDED, ALSO SAY THIS: and will most likely love to see it in a larger size than the gift/prize.

But because you've been selected for this Artist Project (OR won this contest) , you are able to have this really incredible experience and spend way less than clients who just waltz in the door.

The thing is: It only makes sense to spend this kind of money on something you are blissed out of your mind over. If you don't love it, you won't spend a dime. And if you do love it, you'll have $XXX-Amount to play with and put towards your order, which is amazing!

Everyone who chooses to have this experience is really happy they did, whether they choose to do a lot or a little.

You're in the driver's seat, and you get to decide what the perfect outcome for this is. And I'm here to help you, either by helping you make hard choices or by spacing out the financial part over time to give you plenty of breathing room.

How does that sound?

How did you happen to come up with that number?

OR

Are you gonna let a budget get in the way of something you deserve?

IF THEY HESITATE OR SAY THEY HAVE TO TALK TO THEIR HUBBY FIRST, SAY:

So I am going to be honest and tell you that at this point in our conversation, most people are usually ready to move forward.

Sometimes, though, people are hesitant and that's okay. It seems like you might be a little hesitant too - usually when this happens, it's because they have concerns about something.

As we mentioned, we want this to feel like a good fit for YOU. Would you be willing to share with me what's making you hesitate?

(ALLOW FOR RESPONSE)

Is this something that you would like to do or is it best to pass this on to another family?

(ALLOW FOR RESPONSE)

I feel like I should let you know that we only have a few sessions left and I would hate for you to miss out - we just have a limited number of sessions and they are going really fast and I'd hate for you to miss out,

One option is to pick what you think is best date NOW. get you all booked in, and that way we know that you've got a slot!

And then if you speak to hubby tonight and for any reason you need to change it, just call me back tomorrow and we can wiggle that session around for you. How does that sound?

Oh my gosh, if it were up to men, family portraits would NEVER happen! I don't know about your husband, but most men literally want to do ANYTHING else besides THIS.

But YOU seem to understand how important this is FOR YOUR FAMILY, and that's why we're talking.

But you know, I get it - I understand...you SHOULD talk to your spouse! I definitely want to make sure it's on your husband's calendar.

IF IT IS AN ARTIST PROJECT:

The thing is I'd like to find a way to make sure this happens for your family and book you in so you don't lose your spot in our project or your $XXX-Amount gift certificate.

XXX. is it the date that you need to confirm with him?

Or are you unsure about paying the holding fee?

(ALLOW FOR RESPONSE)

You know, I understand...

The thing is that without the fee, I can't guarantee the date because sessions are first come first served. Other families are calling in, and we only have a few open spots left for this project, so it is likely the remaining spots are going to be gone quickly.

I'm afraid that if can't pick dates NOW, XXXX, your family will miss out on this opportunity.

So why don't we do this? Why don't we get you booked in to a date, take that fully refundable holding fee today, and if you get home tonight and discuss it with him and if it's an issue with the DATE working with your husband's schedule, call me back TOMORROW, and then we can apply your fee to a different date that we can find in common. But this gets you on my calendar.

If you talk to him tonight, if he feel like he doesn't really want to be involved and do this experience, then that's fine - call me back by TOMORROW and we'll cancel AND refund and we'll take you off the calendar.

Our sessions are filling up so quickly. At least this way we've got you booked in, so you HAVE a spot and your family won't miss out on the experience all together - because it sounds like this is something that YOU really want to do.

YOU tell me. Do YOU want to do this today, XXXX?

(ALLOW FOR RESPONSE)

IF THEY STILL DON'T WANT TO BOOK TODAY, THEN EXIT THEM OUT WITH THIS:

I understand. So I understand that to mean it's just not a good fit right now and you are passing this on to the next family. Just know that someday we would welcome the opportunity to create portraits for your family.







YOU COULD ALSO SAY THIS AT SOME POINT

In a few minutes I’m going to email you what we spoke about so you can show it to your partner. I would recommend that you sit down with your husband and look together at our web site.

This way, he will see the quality of the work we do and understand that this is much more then just a typical portrait, but a true piece of art that will be an heirloom for your family.

It will be something that speaks into your lives everyday and shows the relationship you hold dear as a family. It is truly an investment and I think he will understand that when he sees our work as well.

I totally understand. This is a huge decision.

Let me ask you this: If your husband says NO, then I assume you won't be moving forward. Is that correct?

THEY MAY RESPOND WITH "THAT'S CORRECT, WE WON'T MOVE FORWARD" or "No, we make all the decisions together. If he doesn't approve it, we're not going to go forward."
OR THEY MAY RESPOND WITH "I AM THE DECISIONMAKER:"

Okay, good to know.

Let me ask you this. If he or she says YES, does that mean you will go forward with this?

(ALLOW FOR RESPONSE.)

THEN SAY THIS:

Why?

(And now they're going to tell you all the reasons that they want to move forward with you and they start selling themselves. People don't believe it when we say it. They believe it when they say it.

If you don't mind me asking, is there something you're unsure of, or that I wasn't able to answer for you?

I understand. If you don't mind me asking, what exactly is it that you are shopping for? Maybe I can help.

I understand. May I ask you a question?

I'm sure there's a good reason why you're hesitating. Do you mind if I ask what it is?

Portraits are created to pass down from generation to generation.

We believe that it is a great idea to invest in more than one so that each child can inherit one or more and not have to fight over them.

If they say: We will be adding on to our family/building an extension/moving in the near future so don't know what we want.

ANSWER: "Canvas Gallery Wraps will be perfect for you! You can expand the grouping as your family grows and changes, and you don't have to worry about matching a frame to a new decor style. You can also take images out of your grouping, because each piece stands alone."

If it's a matter of fitting a large print in their new home... Queen / King beds are big. Couches are big. You can fit them in a room.... You can fit a large print on a wall.

OR If they say: "We will be adding on to our family/building an extension/moving in the near future so don't know what we want."

We have portraits of all sizes, and one size will be perfect for you!

You can expand your portraits as your family grows and changes, and you don't have to worry about matching a frame to a new decor style since we have frameless finishes as well.

If it's a matter of fitting a portrait in your new home... Queen / King beds are big. Couches are big. You can fit THEM in a room.... You can fit a large print on a wall.



ANOTHER WAY TO ANSWER

I suggest going for a standard size that would always fit in, like an in between, like on a wall between windows or behind a couch.

That's also one of the reasons we have other options such as custom designed albums and portrait boxes. Are those things you might have an interest in?

I understand how you feel. With the magic of Photoshop, though, we can slim you by about that much, but honestly, this is when I am going to remind you that as parents we think that these portraits are being taken for us, but they are really FOR OUR CHILDREN.

Did you find that as your mom grew older and had wrinkles, and perhaps weighed a bit more that you loved her any less?

(ALLOW FOR RESPONSE)

I'm going to bet that our children feel the same way about us!

JUST SUPPOSE we could create Wall Art, really a group of artistic, emotional portraits of all of you together that you truly loved. It was everything you ever dreamed of.

If we could, would you be willing to invest between $1,500 to $2,000 for that Wall Art?

(ALLOW FOR RESPONSE)

I understand exactly how you FEEL. Many people have FELT that way when they first spoke with me. But you know what they FOUND?

They found that even though the investment was a little more than they originally had wanted to do, they were so thrilled with the results, that they were more than happy to invest just a little more!

If you don't mind me asking, what have you BUDGETED for your photography?

(ALLOW FOR RESPONSE)

HOW IMPORTANT are these photographs to you?

(ALLOW FOR RESPONSE)

Is the price going to be the MAJOR DETERMINING FACTOR as to who does your family portrait?

(ALLOW FOR RESPONSE)

If you don't mind me asking, HOW MUCH TOO MUCH are we?

(ALLOW FOR RESPONSE)

How LONG WILL IT BE before you do this again?

(ALLOW FOR RESPONSE)

HOW LONG HAS IT BEEN since your last really nice family portrait?

If you were my SISTER, I would say what I am about to say to you. Follow through, set a date and have the call with us. There's no charge for that call and no obligation. What you learn will amaze and excite you. Then at least you are making an educated decision.

How do you feel about the things we have talked about here?

I understand your concern. No responsible parent will bring in a kid with a 104-degree temperature!

We would rather you NOT book a time unless EVERYONE in your family is aware of the IMPORTANCE we are placing on your appointment by SPECIALLY scheduling our STAFF to come in for YOUR family.

However, with 14 days notice, we will reschedule and your fee will apply to your new date.

But we understand that an emergency can happen, so we do allow for ONE reschedule due to a medical emergency or illness with less than 14 days notice. After that, there would be a rescheduling fee.

OR I only have windows
OR I have art already hanging

I understand.

The thing is that clients who seek us out consider their family portraits to be priceless. art.

For instance, if you had the good fortune to inherit a Monet, for example - would you find a place for it on the walls of your home? I'm sure you would - and that's because of the value!

We believe that your family portrait is much more valuable than a Monet!

So I would suggest that you walk through your home, and you might be surprised at the spaces you find for family portraits!

If they say: I just don't have any more room on my walls to hang another large portrait,

Let me tell you the story about my mother-in-law, a classy lady and great decorator. She had a very small home, and was immensely proud of it and loved decorating it.

When she told us she was putting a second couch in the living room, we couldn't believe she was even considering it! There was just no more room...but guess what? She found room and it was beautiful!

I asked her the question everyone was thinking...and that question was, Where are you going to put that couch?

You know what her answer was?

"If you love something enough, you will find a place for it!"



STEER THEM TOWARD AN ALBUM

Sometimes our clients who have limited wall space find that albums are a perfect way to document their family.

OBJECTION

I’’ll never look at an album.

I understand. Clients who don’t love albums prefer to have a statement piece of their family on the wall or several smaller pieces in a wall gallery.

I understand -- this is a transitional area and I would say the majority of my clients are not in their forever home when I meet them.

The thing is that clients that seek us out consider their family portraits to be priceless art. For instance, if you had the good fortune to inherit a Monet, for example - would you find a place for it on the walls of your home?

I'm sure you would - and that's because of the value!

We believe that your family portrait is much more valuable than a Monet.

And you know what: If you moved, I bet you would take it with you and find a place to display it in your new home.

But here's the thing: THIS portrait of your family really has more value TO YOUR FAMILY than any other piece of art, wouldn't you agree?

So I would suggest that you walk through your home, and you might be surprised at the spaces you find for family portraits.

Most though when they do move to their new place, have even more space. And if you are like me, I always move the same furniture in the new place, like my sofa and bed, so we can design for the space over pieces of furniture, so no matter where it is in your new home, it will still be appropriately sized.

Obviously we are excited about creating a portrait that will be a stunning addition to your decor,

Many of our clients are in a transition phase so my goal is to design something that will look great on ANY wall so as you are moving around, it will look great wherever you put it.



ANOTHER WAY TO ANSWER

I suggest going for a standard size that would always fit in, like an in between, like on a wall between windows or behind a couch.

That's also one of the reasons we have other options such as custom designed albums and portrait boxes. Are those things you might have an interest in?

I understand. I know sometimes it's hard being a military family, because not only do you move a lot, but sometimes dad (or mom) isn't with the family.

Family Portraits will help you to remember special times together. And the best part is that taking those family portrait memories with you to your new home will help the kids to settle in to their new location and feel more secure!

Legacy portraits captures your journey both as a family so that at your next duty station, the next home you live in will share your story as soon as your portraits are displayed

It's okay that he feels this way. Have you ever wondered why?

Probably best not to pressure him as he is quite normal, and this happens from time to time.

Perhaps you can ease the whole topic by letting him know he can just use the gift certificate but that we will still give him all of his options.

(subtext maybe is 'give me some cheap prints)
All of our pieces come ready to display - I want to be sure that you'll get them on your walls right away so that you can enjoy them every single day.

We are only open on weekdays. Weekends are for family.

Just like you’d have to take some time off for a doctor's appointment, because they’re only open during the week, our families find that taking a day, or even a half day, off- making this a super special time for you and your son/daughter is completely doable.

Most of our clients will enable a special time for their child and either take them to school later or pull them out early just like if they go to the doctor — but the portrait session will be so much MORE FUN!

ANOTHER PHOTOGRAPHER'S STORY

One day when I was about seven years old, my mom came to my school and took me out of school for the day.

And we spent the day going to the movies - we went and had a picnic - we spent time together just her and I.

It was the most special day ever and I’m almost 50 years old and I still remember it.

You can really mark this moment by taking them out of the classroom and showing to everyone how important they are to you by spending the day doing something special together… while everybody else is still at work/school.

Most of our clients make a fun day of it. Take your child/children out of school, come to our Studio and have an amazing experience and then go out for some food and ice cream.

Your child/children will never forget it, and it will be even more memorable since you took him/her out of school to have a fun day out! Every time they look at this portrait, they will remember the entire wonderful day they had with you!



OR, DEPENDING ON AGE OF CHILDREN AND TIME OF DAY FOR PORTRAIT

Most of our clients take their kids to school for a half day after the session. You can change them for school at the Studio and take them straight there too!

IF THE KIDS ARE OLDER: Ask if they are on a scholarship or something similar which requires attendance. That usually prompts them on way or the other. For that, suggest:

They would only need to leave school 20 mins early for our last session (if that). Is that possible?





OR

What grades are your kids in?

Those are such fun ages.

How long has it been since you’ve had them photographed professionally?
OR
How long has it been since you’ve had a family portrait session?

(ALLOW FOR RESPONSE, Client Says: A year, 3 years, 5 years, never…)

Having this done for your family is really important, and it’s something that you’ll always remember and always enjoy.

You know, we book our Portrait Sessions on Fridays, so I don't have any other options.

Would you consider taking your kids to school late one day, or getting them out early?

Or what most of our parents do is: They make it a family day and take a half day at work. We have some great restaurants in the area. Lots of people like to surprise their spouse/family etc... and just enjoy each other as a family and take the day to themselves. It's a portrait that will last you a lifetime so it's definitely worth it.

You know, Sarah, I’m going to bet that you’re only going to do this once this year. A family portrait session is so valuable to your family.

Why don’t we set up a time when you’re willing to take them out of school early, or perhaps take them a bit late one day?





ANOTHER RESPONSE

I know after the last two years we just don’t want our kids to miss any more school! So I totally get it.

The thing is though, when you think about what children get from this experience, it’s so worth a couple hours of school!

Every time they look at their portrait they’re going to get this powerful dose of magic.

Imagine if you still had something like from your childhood, and it reminded you of a time your mom did something so special for you.

It’s a memory they’ll have forever.





OR

(Describe what’s amazing about the experience...) And that’s why parents are so happy to take a few hours off from school and make a day of it— when parents do that, it just makes it all the more special for their child.

When you were young, did ever get to do something like that with your mom?

Oh, what does your husband do?

(ALLOW FOR RESPONSE, Client Answers: He works… )

That does sound busy! You must be really busy with the kids, too, with him working so hard.

How long has it been since you’ve had a family portrait?

(ALLOW FOR RESPONSE, Client Says: A year, 3 years, 5 years, never…)

This is so important for your family. I hope you’ll let your husband know how much you appreciate him taking the time out FOR your family to do this. Do you think that he would consider taking a longer lunch one day (or going in late, leaving work early, whatever fits the situation)?





RIGHT NOW, WE ARE NOT OFFERING ANY SESSIONS ON WEEKENDS, BUT SAVE THIS RESPONSE FOR FUTURE USE:

Absolutely. Our weekend session fee is just $500.

(And be quiet. Your weekend session fee should be at least double what your weekday session fee is, unless of course that is the only day that you schedule appointments.)

I understand. You want to bring your child to the Ordering Session.

The thing is that Ordering Sessions are adults only, so that is not an option.

Do you have a babysitter that you use or perhaps someone in the family that would be available?

(ALLOW FOR RESPONSE)

If no, say this:

I understand.

The thing is that Ordering Sessions are adults only, so that is not an option.

It sounds like right now, perhaps we are not a good fit for what you are looking for.

(AND THEN STOP TALKING. Silence is good while you let that sink in with them.)

THEN SAY:

You are welcome to keep our number and call us back in the future when your circumstances change, if perhaps a relative comes to visit, or you are able to find a babysitter.

IF THEY ASK: "Can't you make an exception for me" – REPLY WITH:

I understand why you would want us to make an exception for you.

The thing is that we HAVE made exceptions in the past and what we found is:

It does not work to have children at the Ordering Session. That's why Ordering Sessions are adults only and having children there is not an option because there are important decisions to be made and we need focused and undistracted time to do this.

In fact, families in the past have expressed REGRET that they had involved the children because the appointment took so much longer than it would have otherwise. That's one of the reasons why we no longer make exceptions for this.

If they CAN'T AFFORD THE HOLDING FEE and WON A GIFT CERTIFICATE:

Oh! I am really sorry, and we really understand that we are all now experiencing a really different situation.

Today (or whatever the final day is for claiming it) would be your last day to redeem your prize, but give me one second to check something.

(PAUSE FOR A FEW MOMENTS)

Okay. So what we're going to do is: We're going to make an exception for you today due to the strange circumstances we all find ourselves in right now.

Even though our policies are transparent and on our website and you agreed to them when you entered the contest, we're going to give you ONE MONTH MORE of time, to be able to pay the holding fee and redeem your slot.

You just have to call us on this number within that one-month time period and we will get your holding fee then and give you a date.

How does that sound?

(ALLOW FOR RESPONSE - usually it's positive.)

Great! I look forward to hearing from you and getting your family on our calendar.

IF THEY SAY SOMETHING LIKE "I need to wait to pay until my next payday" or "I get paid on Friday":

I understand. What day is PAYDAY?

(ALLOW FOR RESPONSE)

IF PAYDAY IS MORE THAN 2 WEEKS OUT, SKIP DOWN IN THIS FIELD TO THE RED "IF THEY SAY PAYDAY IS MORE THAN 2 WEEKS OUT" PART AND SAY THAT.

IF PAYDAY IS WITHIN 2 WEEKS, SAY THIS:

You know what? If you need us to wait for payday, that is no problem at all.

How that works is I can take your card number and information now.

You okay me charging your card the day after payday which would be XXXXX date.

IF YES, THEN SAY:

Great! Let's go ahead and get you all set.
(TAKE THE CREDIT CARD INFORMATION. TYPE IT INTO THE "WAIT UNTIL PAYDAY RESPONSE" FIELD IN THE SSDC FORM. AND INFORM THE STUDIO TO SET THIS UP TO RUN IN SHOOTQ, INCLUDING ON WHAT DATE.)

We will run your card on that date. Once your payment goes through, we will reach out to schedule your Portrait Session.


IF THEY SAY PAYDAY IS MORE THAN 2 WEEKS OUT,
OR THEY SAY NO TO GIVING THE CARD INFORMATION NOW TO LET US RUN IT AFTER PAYDAY,
OR "THAT DOESN'T WORK,"
OR ASK "Can I just pay it on that day (payday)?", THEN SAY:

CALL US BACK with your card on payday.

Now a session DATE is not guaranteed for you until we receive payment of the Holding Fee, just so you understand.

(ALLOW FOR RESPONSE, MOST LIKELY A "SURE.")

Great! (AND END THE CALL HERE)

IF THEY SAY THEY CANNOT PAY TODAY - ARTIST PROJECT

I completely understand. I know what's it's like to be caught between paydays.

OR IF THEY SAY THEY CAN'T PICK A DATE TODAY

CONTINUE HERE FOR "CANNOT PAY TODAY" OR "CANNOT PICK A DATE TODAY"

The thing is that we ONLY have a few sessions left open to book in for this project.

In fairness to ALL of our clients, we do not hold slots open.

They are booked first come, first served.

So you are welcome to call me back when you are able to pay your holding fee (or "TOMORROW to choose a date"), but just know that I cannot guarantee that we will have ANY OPEN SLOTS because I have other calls scheduled after yours.

Let's go ahead and schedule a follow-up call so you KNOW you have a place on my calendar.

What date/time works for you?

SET A DATE/TIME TO FINISH THE CALL

I understand. Sometimes people think this is a scam but I can assure you, your holding fee will be refunded 100% back to you at your ordering session. (FOR A WEEKEND: or will be applied as a credit to your order at your ordering session.)

This is is merely to hold your appointment slot on our calendar.

IF THEY PRESS MORE:

We just ask for this because we are a small family business and this protects us from no-shows when we choose an entry. Cancellations can be devastating to our small business.

Much like a hotel holds a card for incidentals to reserve your space, you will get it back once you arrive for your ordering session and it ensures that all of our staff will be 100% focused and serving your family.

I understand.

What I can do is text you the link right now and you can enter your information into the SECURE form yourself WHILE WE'RE ON THE PHONE TOGETHER.

That way we can make sure everything goes through and move on to the next step.

How does that sound?

(ALLOW FOR RESPONSE.)

IF THEY SAY THAT SOUNDS GOOD:

Great! Give me one moment and I will TEXT that link to you.

THROUGH, JUSTCALL, TEXT THIS LINK TO THE CLIENT:
https://www.everafterportraits.com/holding-fee-payment-by-client/

TALK THEM THROUGH COMPLETING IT IF NEEDED.

WAIT FOR THEM TO COMPLETE IT AND SUBMIT IT. ONCE THEY HAVE, CHECK TO MAKE SURE WE RECEIVED A SUBMITTED FORM.

Great!

(RETURN TO THE SSDC FORM and continue from there.)





IF THEY STILL DON'T WANT TO COMPLETE THE PAYMENT FORM RIGHT NOW OVER THE PHONE, THEN SAY:

You know, I understand...

The thing is that without the fee, I can't guarantee the date because sessions are first come first served. Other families are calling in, and we only have a few open spots left for this project, so it is likely the remaining spots are going to be gone quickly.

I'm afraid that if can't pick dates NOW, XXXX, your family will miss out on this opportunity.

So why don't we do this? Why don't we get you booked in to a date, take that fully refundable holding fee today, and if you get home tonight and there's an issue with the DATE working, call me back TOMORROW, and then we can apply your fee to a different date that we can find in common. But this gets you on my calendar.

Our sessions are filling up so quickly. At least this way we've got you booked in, so you HAVE a spot and your family won't miss out on the experience all together - because it sounds like this is something that YOU really want to do.

YOU tell me. Do YOU want to do this today, XXXX?

(ALLOW FOR RESPONSE)

IF THEY STILL DON'T WANT TO BOOK TODAY, THEN EXIT THEM OUT WITH THIS:

I understand. So I understand that to mean it's just not a good fit right now and you are passing this on to the next family. Just know that someday we would welcome the opportunity to create portraits for your family.

It’s such a bummer, I know. I wish I didn’t have to, but I’ve unfortunately learned the hard way that not everyone takes this as seriously as we do. So, we have to charge a refundable deposit equal to our regular session fee, and then it’s either refunded or you get to use it as a credit towards artwork. Make sense?

I understand.

Believe it or not, some people reserve the date and time and then do not show up for their appointment!

Because I am not good at guessing who would do this, I treat every client the same. I know you wouldn't do this but I am always surprised at who does!

So to avoid this, my policy is the Holding Fee is required for all sessions. It reserves the time and date for you alone and helps us create a remarkable experience for you and our other clients.

Because we only photograph a limited number of sessions each month, we need to be assured that clients will show up as scheduled.

When you look back on your portraits decades from now, you'll be glad you invested in a high-quality portrait artist who provides high-quality products.

I'm honored that you thought enough of our photography to inquire about our prices. Since you've seen those and you're really the best judge of your budget, I'll simply leave that decision to you.

OR
I strongly believe in a fair wage for excellent service and great quality products. It's the same when I do business with other people, so I have no trouble treating my business the way I treat others.

OR
Not every photographer takes care to value their services appropriately. I'm well aware of the costs involved in delivering high-quality results to my clients, so I price things accordingly.

OR
It's kind of strange to have a conversation about taking a pay cut before the job has started! (LAUGH A LITTLE) All I can say is that the prices I charge are well-earned and I hope I get the chance to prove that to you.

IF THEY ARE ASKING TO RESCHEDULE THE PORTRAIT SESSION WITH LESS THAN 14 DAYS NOTICE AND IT IS NOT DUE TO BEING POSITIVE FOR COVID (WE DON'T WANT TO GET SICK EITHER):

Oh, no! If we have to reschedule, that would mean forfeiting your deposit. Are you sure you can't, you know, do the date that it is currently scheduled for?


IF THEY ARE ASKING TO RESCHEDULE WITH 14 DAYS OR MORE NOTICE:

FIRST, SAY THIS:

Oh, no! If we have to reschedule, it may be difficult to find a new date as we are quite booked. Are you sure you can't, you know, do the date that it is currently scheduled for?

IF THEY MUST RESCHEDULE AND THEY ARE GIVING US 14 DAYS OR MORE NOTICE, GO AHEAD AND RESCHEDULE THEM. THEIR HOLDING FEE WILL GO WITH THEM TO THEIR NEXT APPOINTMENT. BUT TELL THEM THIS TOO:

We do allow one reschedule with 14 days notice. But after that, any reschedule would require a rescheduling fee. So you would forfeit your holding fee if you cancel or reschedule a second time, which means that you would need to pay a new holding fee to schedule a session on our calendar. So please keep that in mind.


IF THEY ARE RESCHEDULING DUE TO COVID WITH LESS THAN 14 DAYS NOTICE, THEY ARE ALLOWED TO DO THAT ONE TIME. RESCHEDULE THEM FAR ENOUGH OUT THAT THEY WILL BE WELL, AND SAY THE ABOVE PARAGRAPH TOO.



THIS IS OUR POLICY ON RESCHEDULES:

Our studio is staffed in advance to provide the Ever After Portrait Experience, which is in high demand. A short term cancellation means that not only your family misses a session but that the Studio can’t book in another session and misses an opportunity.

As you know, normally a Holding (or Session) Fee would be forfeited completely when an appointment is altered with less than 14 days notice.

However, if you have COVID, you may reschedule ONE TIME without loss. We will apply your Holding Fee to a new session day and time.

After that, any reschedule would require a rescheduling fee. So you would forfeit your holding fee if you cancel or reschedule a second time, which means that you would need to pay a new holding fee to schedule a session on our calendar.



IF THEY TRY TO RESCHEDULE MORE THAN ONCE

Sarah, would you mind terribly if we put your new appointment at a time when it is very unlikely you would have to postpone or reschedule?

I’m really embarrassed to have to ask you.

The last two times I had to cancel on my sitter at the last moment and while I really don’t mind doing that for such a good client as you, I felt bad doing it to her. Is it terrible of me to ask this of you?

SARAH PRALL:
So just as a suggestion, when someone is freaking out, the best thing to do is to just say: "Talk to me. Tell me everything. Tell me what happened." Be the trusted advisor, try to help them.

TRY TO WORK WITH THEM SO THAT THEY DON'T CANCEL COMPLETELY.
BUT REMEMBER GOOD CUSTOMER SERVICE. WHICH IS WORTH MORE, KEEPING THEIR FEE, OR KEEPING YOUR REPUTATION?

Oh, no, really? We would so hate that because there are NO REFUNDS for permanently cancelled appointments, but more importantly, what’s making you feel like you need to cancel?
Talk to me. Tell me everything. Tell me what happened." Be the trusted advisor, try to help them.

THIS IS A PHONE CONVERSATION MINDY HAD WITH A CLIENT IN MAY 2023, AFTER SHE CONTACTED US BY EMAIL SAYING SHE HAD TO CANCEL:

We got your email. And, you know, if you want to cancel, I want you to know you absolutely can. But I'm just wondering if there's anything that I can do to help, like, if we can reschedule it or…

(ALLOW FOR RESPONSE. – LISTEN)

CLIENT RESPONDED WITH: "I had something happen in my family last week, and I'm struggling, and I don't know if that's something I'll be able to overcome by the time the portrait session comes around.”

MINDY: Yeah. So I totally get that. I don't want to photograph you when you're not in a good place. And that's what you're going to see, right, when you look at the portraits. And that's not what I want. I know that's not what you want.

So, you know, like I said, if you want us to refund your money, I absolutely will do that.

BUT I can also just put it ON HOLD, and give it a month or give it a period of time that is comfortable for you. And we can talk again, and either reschedule it, you know, or - I just kind of wanted to GIVE YOU OPTIONS, because, you know, I don't know what’s going on until I talk to people.

CLIENT RESPONDED THAT YES, POSTPONING WOULD BE BEST AND SAID SHE DIDN'T EXPECT THE FEE TO BE REFUNDED BECAUSE OF ALL OF THE WORK WE HAD DONE UP TO THEN, DESIGNS, ETC., AND AGREED THAT WE CONTACT HER LATER TO RESCHEDULE!

SO THEN SET A DATE/TIME YOU’LL CONTACT THEM BACK.
IN THIS CALL, MINDY SAID THIS:

So, why don't we do this? Since you don't really know right now, why don't we put it on hold? And I will contact you back. I know we scheduled it for June. Why don't I contact you in September? That will give you the whole summer and see where you are. Okay with that? Does that sound fair to you?

CLIENT RESPONDED: Sure. Yeah.

MINDY: All right. So let's do that. I'll put a tickler on my calendar. And I'm really sorry. I know life now sometimes can be just so unpredictable. And I hope that things are getting better for you and resolve in the way that you want them to. You know?

CLIENT RESPONDED: Yeah, thank you. I appreciate it.

MINDY: I just loved hearing about your family. And you have a sweet story. And I'd really love to meet you guys. But you know, I'm here to do whatever makes you comfortable and what works it out for you. And I want to make sure that's good for you.

CLIENT RESPONDED: Yeah, definitely. Yeah. Makes a lot of sense. And, you know, definitely I didn't even think about, you know, looking at it, you know, if we went and had the session on the 16th or on the 19th. Like, looking at that, I would remember.

MINDY: Right. So let's press pause. And we'll revisit it. I'll call you again in August, late August, September-ish, and we'll see where things are. And if you're comfortable going forward, then we'll do that. And if not, we'll figure out what you want to do.

THEN BE SURE TO PUT A TICKLER ON THE CALENDAR TO REMIND YOU TO CONTACT CLIENT AT THE TIME YOU TOLD HER YOU WOULD.




CLIENT COMPLAINT - RESCHEDULING - REFUNDING - Disputes
We've had 3 this year. We're not high volume yet.. All 3 have been people who cancelled/tried to reschedule last minute. They clearly agreed to the terms on the phone call, and deny it later.
I've made a new policy to refund them as soon as they push vs just ask.
One never called prior. I let them know if they want to leave it charged back I'll dispute it, or if they just want to cancel the dispute we can refund them.



First I try to save it -

1. "I understand your concerns but a credit instead of a refund is always expected in any business where lavish custom work will be done such as a custom suit, custom drapes, or commissioned art work. Otherwise, we put ourselves at the risk of thousands of dollars invested in the chance someone may change their mind. We have always felt like we have sophisticated clientele that can’t be talked into anything they don’t want to do. We also try and make sure that all of our selling is permission based ".

2. If that doesn't work, I then offer to refund them and put them on a payment plan instead to make some money more readily available.

3. If that doesn't work, I offer more that makes it irresistible.

4. IF THAT DOESN'T WORK, I REFUND them - our reputation and relationships with our partners are more important than anything else. Even if it means losing an order here and there.



EAP's POLICY FROM THE AGREEMENT IS "Permanently canceled appointments or no shows will result in the loss of your fee and will not be refunded."

Oh, no! As is mentioned in our Studio Policies, permanently cancelled appointments would mean you forfeit your deposit.

Are you sure you can't, you know, do the date that it is currently scheduled for? Or reschedule it to a new date?

We'd love to refund you your session fee, and be of service when you have more time to dedicate, no problem.

Let me refund you the money.

I'm happy to work with you when the timing is right!

What if the zoom meeting isn't about viewing photos?

What if the meeting is about deciding how powerfully these portraits will impact your family for decades?

And making sure that the portraits are chosen depending on what you would love to feel more of every time you come home?

And giving your children a visual legacy of the love they've been born into?

We would never ask you to spend your valuable time on something that doesn't matter. '

Photos' may not be your thing, but your family and your home is, and that's what this is all about it.

It really is a necessity that you're at this meeting, because your valuable input and perspective on what matters most is needed.

We'll be sure to find a time that works for both of you.

"How much is the 40-inch?"

If it's okay with you, because a lot of the prices are a little interdependent. I'd like to put the order together and I'm going to put the pricing up on the screen.

Once you've chosen sizes, I'm going to take you through everything, it's going to be easier for you.

(You have to find out what they’re really nervous about: —Making the right choice, would they want something different? —they’ve agreed to make only make big purchases together — she feels like she’s spending his money —doesn’t trust herself and the decisions she makes, needs someone else’s approval to feel confident)

Do you mind if I ask… what is it that makes you hesitate without them here?

(ALLOW FOR RESPONSE)

hmm… do you have a sense of what he was hoping you’d accomplish in our meeting today? (ALLOW FOR RESPONSE)







ANOTHER POSSIBLE RESPONSE

Well, you know him best. What would you do if he was overjoyed and told you to get everything you want?

(Usually with this first question, you see their hesitation and they could say something like “I know our finances. There’s just no way we could afford the 40inch I loved.” Then I find the issue is not her husband; it is her who is uncomfortable with the price and address that so that she’s excited and loves what she’s getting. I will usually ask the next side of that question if it seems she really wants it but knows her husband will say no)

You know your husband best. If he said you can’t get the stars, the moon and the galaxy, would there be a compromise that you feel he would be comfortable with?

(Usually this is a yes and we can find something that she will love but doesn’t feel her husband will kill her over.)

(Another thing that helps in this situation is making it relatable.)

Oh, I don’t know if your husband is anything like mine but if I called and told him I spent xyz on "portraits," he would have a cow. Men don’t always see the VALUE of a portrait!

But I promise you if you hung this on your wall and he sees the look on your daughter's face when she walks in and sees herself as a beautiful, strong and confident girl, he would tell you it’s worth every penny.









ANOTHER POSSIBLE RESPONSE

Or another Sarah example was from one of our group zoom sessions. And she explains this so much better than I can but basically: How each of you as a parent have different jobs and responsibilities and how this type of responsibility has fallen on you as you’ve been here throughout the whole process of showing up to the appt and scheduling to view, and how we’ve gone over so much it’s impossible to ask him to show up at the end and make a decision on something he wasn’t a part of this entire time.




If she tells you she can’t finalize the order because of the set budget, ask this:

What is the budget you agreed on?

(ALLOW FOR RESPONSE)

Do we need to adjust your order to make sure it falls in line with what was decided before even seeing them?

Or do we go ahead and help you have what you realize you love now that you’ve been able to realize what that is?

Is the set budget the most important decision making factor, or the satisfaction of what you’ve chosen?

For example, like, if you wanted to purchase a new refrigerator, and set your budget before even looking at them, and the one that fits within your budget doesn’t have the freezer space or the icemaker you were really wanting, do you get something that isn’t what you really wanted to fit the budget? Or do you adjust the budget once you’ve realized what it is you really want?

(If budget reigns supreme, and Dad won’t participate, I don’t see a way forward. Do everything you can to keep her as the decision maker and help her either
1) adjust the order to a comfortable range so you don’t lose it all,
or 2) realize the importance of this outweighs her husband’s feelings about it.

OPTION 1: Reschedule, include him, make sure she goes home and explains this isn't just about "pictures" - it's about whatever your studio offers (legacy, a child's self-esteem, the celebration of family, etc)

No problem. We'll just need to schedule a time when we can ALL meet together to be able to make educated decisions.

Any decisions need to be made when we are all able to see them, since this is a visual decision that of course needs to made visually. We won't be able to make any kind of choices over the phone.

What does he do for work? What's his schedule like?

OPTION 2

Well, do we need to include him, or do we need to adjust your order down so that you feel more comfortable? If so, what would you like to let go of?
OR Do we need to structure this into smaller, less noticeable payments that won't be cause for concern?

OPTION 3: Mirror her with "He'll kill you?" and then be quiet. Let her explain.
See what she says, and then address that particular issue. Will he kill her because they're going on vacation? Because they're getting divorced? Because portraits trigger his gambling habit? What is it? What does "kill her" actually mean, and why?

You won't be able to persuade her or change her mind-- but you can help her see this from a different perspective and be an active participant in the problem solving. You can ask,

If he says no, then does that mean all of this will have gone to waste? Is there a happy medium you'd like to see if we can figure out?





ANOTHER POSSIBLE REPLY 2

If your husband was here, what do you think he'd want to have? You know him best.

Is she a daddy's girl? Is he daddy's mini me? I bet he'd agree with what you like best.

I know what you mean. But honestly, how could he refuse this? It's his children. And like you - and I know this because you're here - your children must be so very important to him. How can I help you preserve these memories?

When's the last time he went clothing shopping for the kids with you? Sometimes it's just Mom's place to make these decisions.

Would it help if you bought this on a Payment Plan?





ANOTHER POSSIBLE REPLY 3

Oh, well, let's figure out this problem together. Let's see we can do about this.

Let's just say that you knew he would be fine about it. Is there anything that you personally, you know, aren't quite sure about or that's making you pause?

Well, so what happens if he does, you know, have a big problem with this?

You know, what were you hoping, you know, would be the result of having this experience?

Well, of course, he's gonna think that, right?! I mean, as far as the fairy session, is this anywhere near, you know, the top of his list of things that are important?

I haven't met a man yet that's like, "I know what I want to do? A fairy experience!"
Of course, he feels that way. But it's not actually for him. Who is this really for? You know, is it for him? It isn't.

Well, of course he doesn't! There are probably 842 other things he would rather spend money on, 3 of which you might agree with. We all have our things.

But here's the thing: It's moms who take on the heavy lifting of family portraits. It's moms who understand how important this is, and it's moms who make sure this gets done. It's moms who make sure the family has certain things that dads don't ever have to worry about it.

Of course this isn't his thing. But that doesn't mean it's unimportant.

The question is: Should someone who doesn't care about this kind of thing make the final decision about it, or should it be the person who understands not just how important it is now, but decades from now?

You wanted to do this for a reason (remind her of what she said)

Let’s makes sure what’s important for the family doesn’t get thrown away just because it’s not one person’s thing.





ANOTHER POSSIBLE REPLY 2

Let's talk about that. Like what would happen if you felt unsure about something? Like if you are like us, there are certain kinds of decisions that you do feel really comfortable making without him, whatever he thinks of it.

Because I know, there are some things like, "No, this matters, and we're doing it," right?

I mean, it's like that in every relationship. There's certain things I do that my partner would never do. And I'm like, "Well, I'm doing it."

Well, so what happens if he DOES have a big problem with it? In my world, it's about how much you spend on something that he doesn't really value as much as you do.

I mean, as far as the portrait session, is this anywhere near, you know, the top of HIS list of things that are important? I mean, I haven't met a man yet that's like, "I know what I want to do. A portrait experience!" Of course, he feels that way.

But you know, who is this really for? You know, is it for him? It isn't.

Moms get the value of family NOW, and Dads tend to feel it LATER, and are glad they have portraits, but typically AT THE TIME, they don't see the value of it like moms do.

But what would happen if you decided to spend $10,000 or $15,000 on portraits? I have had moms do that.

Would you be okay if he spent that on something that he valued without speaking with you?

Like, would he be okay if you bought a house that he was going to also pay for without him seeing it or having any input in the decision?

No, right? Like every couple has that line.

Because I don't know where that line is and I don't want it to take a fight between the two of you to figure out where that line is, I ask both decisionmakers to be at the Ordering Session.

You know, moms do the heavy lifting, right, and they make things happen in the family. And a lot of times, you know, men come in at the end, but you know, that's their luxury is to come in at the end and to not have done any of the work, you know.

IT'S OKAY TO SAY YOU CANNOT GO ANY LOWER ON SOMETHING

I have already heavily discounted your order, but it sounds like it's not worth it to you. Which is okay.

If you’d like to discuss what we can change from this order to achieve the number you want, we can have that conversation.

OR

Since we won't be able to go lower on cost, how about we talk about how we can give you the breathing room to make payments on your order?

IF THEY KEEP TRYING TO BARTER OR NEGOTIATE OR HAGGLE TO LOWER THE PRICE

No, I'm sorry, I can't do that. Our price is our price. If you'd like to discuss what we can take away from the order to get a lower price for you, we can do that.

FIGURE OUT WHAT YOU CAN DO

Hmmm. I'm not saying I can do that... give me a second to write some numbers down here to check... before I do that... let's pretend I could do what you're asking... what would happen next?

It needs to be "we can do that" or "we have a deal" or some variation. It can't be blank stares. Otherwise they will continue trying to mark things down or ask for more stuff after you agree to their proposal. If some emotional focus and questioning can happen in this process others may bring to this. My guess is that would be a strong pairing with sound negotiating strategy.



ANOTHER POSSIBLE RESPONSE 1

Honestly, if I lowered the price, that would be disrespectful to you and to us. I have worked hard for 34 years to have the best artists in the country, and I would honestly rather lose your order then tell my artist they have to watch the clock because we negotiated on your order.





ANOTHER POSSIBLE RESPONSE 2

This is it. You already have essentially XXX% off and bonus files.

I can take something out and go lower but I can’t disrespect my other clients who pay full cost by giving it to you even less.

Tell me though, in an ideal world, what would you like and for what price?





ANOTHER POSSIBLE RESPONSE 3

it’s not fair to our clients for one person to pay a fraction of the price. It’s unethical and disrespectful so we can’t do that.

Of course, I understand. Many people come in with pretty low expectations, because that's what's out there, right?

Have you ever had, or do you know anyone who's had, a fine art portrait experience? No?

Well, of course, there can be some sticker shock if you've never done anything like this before.

But let me ask you, why would we only show the very least of what we can do for you, especially if you've never had an experience like this?

The most powerful choice you can make is an informed one, and that's why we show you all the possibilities. How can you make an educated decision if you weren't give a chance to consider what's possible?

I understand you came in thinking about one thing, and now you're considering something else, but that's life right?

How many times do you go into Target for dog food or just one thing and come out with an overflowing cart? You didn't realize you wanted or needed it until you had the chance to see it.

The same is true with this. Instead of just the one thing, now you can actually come away with perfect thing.

So putting aside the financial aspect for a moment, when you look at this portrait at the 40" size, does it in fact feel perfect, and something you'd like to have?

Because if so, that's just the truth of it, you knew it when you saw it. And now we just figure out the financial part with financing or spacing it out over time.

Listen, you know, this is a huge shock, I'm sure, to come in at the end of this experience, having not been familiar with any of it.

I feel for you, I really do. And this is not a small amount of money that we're talking about.

You know, what I do know is that moms, you know, tend to do the heavy lifting, and make sure these kinds of things happen.

And I'm sure there's all kinds of things you rely on her for, to just take care of. This seems like it's one of them.

But what that means is you're coming in at the end, without having had the benefit of being able to have the experience, and that's really tough.

But, you know, in this moment, what we're going to do is: We're going to talk about, you know, what feels most important. And sometimes it might be the financial, you know, and quite often it's what this looks like and the impact that this has on your family.

And when it comes to financials, there's all different kinds of creative options to help, you know, give you some breathing room about this.

In this meeting, we go over all the possibilities so that we can make educated, intentional decisions.

So it's okay, you know, that you're coming in at the end. I just want to make sure that we go through everything really thoroughly, so we feel like we're not doing too much. and we're not doing too little.

We're really figuring out like what is the perfect thing, the perfect end result for you guys.

Listen, you know, Mom, who was the one who made sure that this happened, she got them dressed, brought them, you know, she has been dealing with, you know, with all the logistics of this.

And you know, she had some hopes and dreams, you know, when she came here.

And so let's see how we can help those hopes and dreams be realized, you know, in a way that makes sense for you guys as a family.

DIRECT THIS TO THE MOM/WIFE

So how big is the TV in the living room?

(ALLOW FOR RESPONSE, usually Mom will go, "Yeah, it's BIG")

And how often does he buy a new TV? Because those last what, two years now? Three?

These family portraits will last for generations! Your children's children will be able to enjoy them.

IF SALES PERSON IS A MAN, SAY THIS:

As guys, we always seem to find money for our hobbies. Right?

She works hard for the family, too, right? She's spent time getting everything ready for this amazing experience for the family, right?

Even if you don't value the portraits as much as she does, that's okay, because it matters to her.

Oh, I see. Just wondering... would knowing the prices beforehand have changed your feelings about what you love?

There are two ways we can make these decisions: What it costs or how much we love what it looks like.

If we choose based on cost, we can’t care what it looks like.

If we choose based on what it looks like, and therefore impacts your day-to-day for the better, we just work out the financial part.

Which decision do you feel you’ll enjoy and be grateful for the most?

That’s ok! Sometimes the most incredible opportunities and special experiences we have are ones we didn’t necessarily plan. What an amazing opportunity for you!

If you love it, let’s do it!

Wow! that's a super strong feeling! Like, what is it that's making you say that?

IT’S “JUST” PICTURES

(Minimizing the value of the service you provide.)

OBJECTION:

“That piece of paper doesn’t cost you that much! I could print them at Costco for $2.”

RESPONSE:

I understand.

The paper is the least expensive part of this process. You can print YOUR photographs at Costco but not portraits that I’ve created.

I’m a control freak and they have to be lit, retouched, and printed to perfection. But we get that not everyone needs/wants that level of service.

OBJECTION:

My other photographer doesn’t charge this much.

I can get 200 digital files for $300 from another photographer.

Other photographers do mini sessions.

(Minimizing the value of the service you provide.)

RESPONSE:

I understand.

We are definitely NOT your typical portrait studio.

IT’S “JUST” PICTURES

(Minimizing the value of the service you provide.)

OBJECTION:

We’ve never paid this much for just pictures before.

RESPONSE:

I understand.

Our work falls more in line with the furniture/artwork budget for your home than the “photo” budget.

Our clients prefer that we custom frame, deliver, and install their portraits that become part of the art in their home.

IF THEY SAY THIS, it's usually followed with, "So I'll just take the FREE thing, or the SMALL one"

Oh, I understand. Would you like some suggestions about some different things we can do? We have this conversation, you know, a lot with people! You know, lots of people are moving and things are shifting.

And, you know, there are other things that are just as important as this. You know, we all have things we need to take care of. No one comes in here with just one thing to take care of.

No one has a line item in their budget for fine art portraiture. No one comes in here, you know, having "prepared" for this. And so what we do is we figure out: How do we need to massage this and with all the other things that are important, so that THIS doesn't have to fall through the cracks?

Because you've never had a family portrait like this before! (Or your daughter is 11. And, you know, this is the time to do something like this.)

So we have this conversation a lot. We figure it out. Would you like to talk about some things that might be possible?

(ALLOW FOR RESPONSE)

You know, we have a LAYAWAY PLAN where you make a payment once a month. We don't run a credit check. We take two cards, a primary and a secondary, and only use the secondary if the primary doesn't work that month for some reason. You receive your portraits after you've made your final payment.

In your case, once your mortgage has gone through, I could send you a link and you could then apply for financing if you'd like to pay it off in full, instead of waiting on layaway. How does that sound?

IF THEY'VE BEEN ON A LUXURY VACATION OR JUST BOUGHT A LUXURY CAR OR SOMETHING SIMILAR

So, XXX, when you say you can't afford it, can you tell me more about that?

(ALLOW FOR RESPONSE, "Oh, we just went to Fiji for vacation and spent a lot of money...")

Okay. So you spent a lot of money lately. And so tell me more about that. When you think about, you know that you spent a lot of money, you know, are you feeling like you never want to spend money again? Like what? What's happening for you?

(ALLOW FOR RESPONSE, "Well, it's just a tough time right now. You know, we're just in a tough spot right now."

Well, do you mind if I ask you, like, if we took all the financial parts of this and just parked it over there for a minute, you know, how does this portrait feel for you?
I mean, what if we could just put all that to the side, what matters to you about having this portrait?

(ALLOW FOR RESPONSE, "We love the work, it's not that. We're in a tough spot right now.)

I get it. I totally get it. I hear you. And I'm just wondering about, you know, just really putting it off to the side for a moment, what did you love about the work?
What felt important for you to come in and have this done?

(ALLOW FOR RESPONSE, "Well, our daughter's going away to school, and our son is already in college")

Your son that's already in college, how often do you see him?

(ALLOW FOR RESPONSE, "A couple of times a year")

Do you have portraits of him from when he was young?

(ALLOW FOR RESPONSE, usually a "yeah)

But you don't have anything of him now, right?

(ALLOW FOR RESPONSE) So, you know, what I'm wondering is: If you could imagine, you know, that they've both gone off to school. When you walk around your house there, you don't feel their physical presence there anymore. What would you love to see?

(ALLOW FOR RESPONSE)

Yeah. You know, it could be so easy, like, we have all these things kind of battling for our attention in the moment. You know, we don't sort of like look down the road.

But when we think about the purpose of a fine art portrait, you know, it's not just for this moment. It's for today and next year and 5 years and 10 years from now. And the purpose of it is to help us feel.

So I understand we have all these other things happening. And yet, these are all fleeting. These are all going to go away.

And so, you know, I think in this moment, we can just consider, you know, the power and the purpose of a portrait is to help you feel them when they're not around.

So you can say no to all of this, it's totally fine. It's no problem.

But I would be remiss if I didn't help guide your attention towards down the road, because I cannot tell you how much regret I hear from parents who don't have anything like this.

And it's totally fine if you want to say no to all of it, you know. But I just want to offer this different perspective.

So when you think about it in that way, and you're looking back on this moment, what do you feel like you wish you had done in this moment?

(ALLOW FOR RESPONSE)

(The sale will not happen without desire. If we are not guiding them to have an emotional feeling and connection, nothing will happen. The very first step is to bring them back to a "feeling" space, a "connection" space. Does this matter to them? If you help them look at it from a different perspective, does it become more important? Do they have a more emotional feelings towards it? That has to happen first.)

ONCE THEY SAY, "You know what, I love these!" THEN SAY:

Listen, we can work out the financial part. We help people with this all the time. We're all dealing with other things we need to pay for and take care of.

Would you like to talk about some possibilities?

I hear you. Do you mind if I ask… just for a moment, can we put financial concerns to the side? Just for a minute - we can come right back to it, (BIG SMILE)

When you think about these portraits, and the reason this felt important, why was that? Why now? And if you really were free to have the perfect thing from this, what would that even be? Just curious.

When they tell you, repeat it, and ask

A 40-inch canvas. But why, though? Why *that* portrait, at *that* size. What does it help you feel, and why is that important? Just out of pure curiosity.

(They tell you.)

Keeping what you’ve just told me in mind, when you think about NOT HAVING THIS, now or ever - because this moment in time never comes around again - would you like to see what we could do to make this possible?

(After all that they will most like say yes, and then you’ve got a chance to find something workable.
If they say "No, we really can’t do it," your last ditch effort can be

When you say you can’t do it… could you… could you tell me a little bit more about that? Sometimes when I understand a little bit more, I can come up with something we haven’t thought of yet.
(Maybe they need a payment plan.)



OR

FIND OUT WHY - because maybe in her mind, she's like, "Well, these are just some pictures," and like, "I'm not going to get this kind of money on pictures."

Okay, so when you say that, what do you see, you know, this as being?

OR

What do you mean? Can you tell me more about that? What is it that's making you uncomfortable about this?

OR

Help me understand. I really want to understand. If there's something I can do, you know, I'm happy to do it. But I just need to understand a bit more about, you know, what's happening for you.

(ALLOW FOR RESPONSE)

If I make it affordable and give you time to pay, would that make a difference?

(Ask if they can tell you more about that. You want to know what's making them say this. Are they buying a house? Getting divorced? Paying for college? Going to Malta for 3 weeks? Husband lost his job? Each of these have different solutions, and you don't want to offer anything until you know what the right one is.

Once you know WHY, then work together for a solution instead of just going into sales mode and trying to change their mind, or by going straight to discounting or lessening their order.)

EXAMPLE, GETTING DIVORCED:

So it sounds like what we need to do is have this be smaller payments that are off the books so that no one sees it. Does that sound right?

(If they keep saying it's about money, work to isolate the issue.

Putting the cost of college OR new tires OR your vacation to the side for the moment, do you remember what felt important to you about doing this?

Just for the moment, if we just give all of that a little distance and put it over there, what were you really hoping for with this session?

When you look back on this, what would you wish you would have chosen?

This is the moment where we send a gift to our future selves and our children... what would you most love for them to see?

(All of these questions are designed to give them a chance to convince themselves, and they do that by hearing their own words in their own ears. They start to realize and reconnect with what matters to them, which is essential for the sale to happen.)

We all have other important things to take care of, right? It's never just one thing.

What we do is help people have something that feels really important, but is never part of the regular budget, and we do that by massaging this in with everything else. We have this conversation a lot!

Would you like to hear about some of our creative financial options that make this possible?

(They will either reconnect with their desire, or tell you what the real issue is. Maybe it's because the truth is, they're worried what other people will think of such a large family portrait. Once they tell you, you can address it. But if you never find any of this stuff out, you are just shooting blind hoping something will stick.

I understand, you obviously love and cherish your children to give them the best in education/vacations.

I want you to project yourself 20 years into the future . . . What are you going to wish you had done?

I promise you, I could not buy this portrait back from you in 20 years.

In fact, I want you to think about something you bought 20 years ago that you still have today.

(Client will be stumped)

I can guarantee you will still have this portrait in 20 years, and I could not buy it back from you at double the price you pay today.

Would it make a difference if we could do a payment plan with you?





ANOTHER POSSIBLE REPLY 2

Sometimes we all have extra expenses, and those expenses can come in multiple doses.

The truth is, 10 years from now, every one of those expenses will be completely forgotten about. This portrait will be remain.

NOTES: Money objection. Needs a reason to justify spending the money because they love to spend money! Offer a payment plan if needed. Offer a Portrait Renewal plan if it will close the deal.

You know, whenever something felt impossible, my dad had a favorite saying, "You can eat anything if it's thinly sliced."

I haven't met a person yet who has a line item in their budget for "heirloom fine art portraiture." And doing something as meaningful as this can sometimes seem impossible.

But all we need to do is break this into bite-size pieces so that you can have all the breathing room you need to have this - while still taking care of the other important things in your life.

It doesn't have to be an either/or.

So let's take a look at what some monthly payments could like.

NOTES: It’s important to listen, show compassion, and understanding. People want to know that they are understood. If they don’t feel understood, they won’t buy. In most cases when they get laid off, if they really truly couldn’t pay for a portrait . . . they will self-cancel. So, if they kept their appointment, there is definitely a chance of selling to them. Payment plans are key to facilitating this.

Sometimes we all have extra expenses, and those expenses can come in multiple doses. The truth is, 10 years from now, every one of those expenses will be completely forgotten about. This portrait will be remain.

I want you to project yourself 20 years into the future . . . What are you going to wish you had done? I promise you, I could not buy this portrait back from you in 20 years. In fact, I want you to think about something you bought 20 years ago that you still have today.

(Client will be stumped)

I can guarantee you will still have this portrait in 20 years, and I could not buy it back from you at double the price you pay today.

Would it make a difference if we could do a payment plan with you?

IF THEY SAY SOMETHING LIKE, Holiday time is so difficult! Just endless bills and overspending... I'm just completely tapped out, there's no way I can spend anything more on pictures, REPLY WITH THIS (Clear headed identified with version):

The holidays are just so.... full, right?
It can really feel like a lot. Luckily it's fleeting and only happens once a year!

You know, I wonder... do you even remember what you got for Christmas last year? Do you think kids actually remember?

(ALLOW FOR RESPONSE.)

When you think about it, a portrait like this is the complete opposite... Every day it's this amazing reminder of what really matters... and you said it yourself earlier-- family.

What would it feel like to have something that cuts through all the noise of this time of year, something you and your family love coming home to? Something that doesn't eventually get donated to GoodWill like sweaters and whatnot, but just gets more valuable each year?

(ALLOW FOR RESPONSE.)

People don't run into burning buildings for the toys after all. They only do that for things that can't ever be replaced, like the family portraits.

Would you like to talk about some possibilities to help this happen for you?

(ALLOW FOR RESPONSE.)



MISSED OPPORTUNITIES Option
The power of of a fine art portrait is to help people feel deeply. And it's like, one of the biggest regrets that people tend to have is MISSED OPPORTUNITIES.

A really common regret is, you know, is the missed opportunities. When you think about this and you look back on this decision, how do you think you're gonna feel about it?

There's a decision now, but there's looking back on this decision. When you look back on this decision, and like, this just kind of falls through the cracks, like, how do you imagine feeling about that?

(He obviously would rather be home watching football right now than doing this, and there's a lot of things he could have been doing on a Saturday.)

What made you want to do this? You mentioned that it's important for you to capture this special time of your child's life.

Imagine if you hadn't taken up this opportunity for him now. And he went into adulthood without a celebration of this beautiful turning point in his adolescence.

I'm looking at these portraits of him. Which do you feel will have the most memorable impact for both you and for him moving forward? And for his adolescence?

You chose to celebrate him. In this moment, you know, which one of these do you feel like celebrates what you love about him best?

Which one celebrates what you would love for him to see about himself best?

Imagine that this moment, you know, if you just let it pass you by, right, what if this moment had just fallen through the cracks?

So you didn't do that and here we are. So you honored this moment.

And so as you look at these, which ones of these do you feel like celebrates him best and celebrates what you would hope he could recognize himself best?

How many times we wish we could do something over but in this moment now, this is the moment where you make the decision. What would we like to do with it?

When I ask in the beginning of a session, you know, why did it feel important for you to do this for them now? What what I hear most frequently is "I want to capture this time, because it is so special there at that awkward age."

What does it mean to you to capture this time?



OTHER POSSIBLE WAYS TO ANSWER

You know, how easy it is for us as adults to look back at our lives and like things make sense. We can see things clearly, you know.

But imagine being your daughter's age, you know, she's eight. She has no idea what's going to be most helpful to her when she's in college, and when she's grown to look back on.

Do you think something like this might be powerful for her to look back on, and this experience that you're helping her have in this moment?

We can't predict what this is going to do for her. But as adults looking back, there are these really powerful moments that we all had where our parents did something for us that they probably had no idea was that powerful in the moment.

What would we like to make sure she's able to have later? Because we have no idea, you know, the ripple effect of how powerful these decisions are.

When we look back on our lives. It's so much clearer.

But looking forward, we have no idea what's going to end up being powerful.

How do you think this will be for her to look back on? What would you love for her to see or feel as she looks back on this?

What would you most love for her to be able to recognize in herself?

What would you most love for her to be able to see about herself? What would you most love for her to realize is true for her?

We talk about how we just wish our kids could see themselves through our eyes. It's because basically, we just want them to see how magnificent they are.

it's more of like a recognition of the actual truth.

When you think about, you know, that the things you've heard your daughter, say, you know, or she's not saying nice things about herself, and you imagine the kinds of pictures of herself that she's carrying around in her mind, which of these portraits would you most love to see replace those pictures she currently has in her mind?

What would you love for her to see in her mind every single time she thinks about herself?

When kids you know, come home and they see this portrait on the wall, and they see it often enough, that starts to replace what they see in their mind, because what's in their mind is not the truth. They've got the truth on the wall.

When she is your age, what is it that she will need to remember about who she was as a child? What do you want her not to forget?

If you could hold a magical mirror up for Sarah to look into and see her greatest gift, what would she see in herself

So often we talked about it with we could go back and change anything, you know, what would it be? But now we've got this moment, you know, to send this gift forward.

What does she need to not forget? As she gets older, what is the thing that you that she needs to be able to recognize and see about herself?

I wish I could go back and do something like that for myself. I would have changed everything

As we look over these pictures to choose your favorites, something you can try saying is "That's my Sarah," when you look at a portrait and feel just that.

Then this portrait can help her see who she is through your eyes, "That's my Sarah." Want to try it?

As adults, we have these moments where we've just -- we just ache to be reminded of something good and beautiful about ourselves.

You know, some of us have that, you know. Some of us, you know, our parents did something for us when we were young or some some experience gave that to us.

That's this moment now for your daughter. What are we going to help her have this?

What would you most love to give her through this experience? So that she has this to remind her every single time she needs it?

And no one gets through life not needing it at some point.

With the power of time, fine art portrait has the power to evoke feeling. It's why museums are filled with treasured portraits and why people run into burning buildings to save family photographs.

What a great gift to use for the upcoming holiday/event! (What a great way to commemorate your anniversary!)

Do you remember what you got for Christmas/Anniversary five years ago?

Every single member of your family will remember what you got for Christmas/Anniversary {insert year}. You will remember getting this gift!

NOTES: Money objection. Client is using big upcoming events as an excuse that they don’t have money. Flip this around and use the holiday/event AS AN EXCUSE TO SPEND MONEY.

Do you have a friends and family discount?”

Is that MY price?

If I refer a bunch of people to you can I get a deal?

RESPONSE

All of our Pro Bono/Charity work has already been scheduled for the year (ha ha jokey jokey)

We are so fortunate to have clients who patronize our business AND refer other great clients like them. Sothe bottom line is that these are the prices.

There are two ways to pay less.

Buy less things or smaller things.

Should we look at a smaller family portrait or which poses would you like to eliminate?

(So you can explain how this is different from what they're basing it on, ask them:

How did you arrive at that number?

(ALLOW FOR RESPONSE)

Is that number more important if it means you are experiencing a size that is too small to actually enjoy, or leaving behind portraits that you love?

If they say the number is more important

If that's the case, then it doesn't really matter what it looks like. But is that really true? Now that you see the reality of choosing this small size, is that really what you were hoping for?

Let me be sure I understand. Remember, at the Design Session, I mentioned that we delete what you don't order. I don't want to do that if you still want to order. Are you saying you do still want to order?

"I still do want to order"

I understand. So we have standard sizes for our portraits. So, for example, a 30 or 40 inch will fit in any home. Every room has 4 walls.

Let me ask you this: If you were fortunate enough to be gifted an original MONET or RENOIR, do you think that you would be able to FIND A PLACE to display it in your home?

(ALLOW FOR RESPONSE, most likely a "Well, yes, of course")

Well, your family will feel this portrait has even more value than an original Monet!

"I would still want to make sure it would fit in my new home - I want it to fit the space and my home isn't finished"

I understand. So your holding fee paid for the time to have this Ordering Session. If you want to extend the time period to order, you absolutely can do that. We can extend it for 4 months. (IF HOME WON'T BE DONE IN 4 MONTHS, EXTEND IT MORE)

The fee for a second Ordering Session is $200. How would you like to pay for that? And let's pick the date now so it doesn't fall through the cracks.

IF THEY THROW A FIT ABOUT THAT FEE:

I understand. Let's see. Okay. What we could do is: Your holding fee should be refunded today, BUT that would mean that you would need to pick your portrait TODAY, and I understand you don't want to do that.

So what we could do is hold on to that holding fee and use it to extend the Ordering Session period for X number of months. How does that sound?









ANOTHER POSSIBLE WAY TO REPLY 2

(I think what could have helped, especially with lessening her frustration, is to ask her to tell you more so that you can better understand.)

(When someone is getting heated, or even slightly frustrated, everything needs to stop) and ask something like THIS:

Help me see this through your eyes. What feels most important to you in this moment? What do you wish we could do? What do you wish could happen?

"I'm just not comfortable purchasing anything until my home is completed."

Can you tell me more about that? What is it that makes you uncomfortable about that? What needs to happen before you're comfortable with a decision about your artwork?

(ALLOW FOR RESPONSE)

(Once she tells you, you'll be better equipped to offer a solution.

(At that point we had been going back and forth for over 15 minutes and she was starting to get more and more heated insisting that she absolutely could not purchase until after she moved in"
--She's not feeling heard and feeling like she needs to repeat herself
This seems like an example of someone who *feels like* they're being made to do something they don't want to do, and that someone is trying to talk them out of what's important to them and change their mind. I know this wasn't your intent necessarily, but this is how it can come across.)

SAY IT LIKE THIS INSTEAD:

The reason why we make the final portrait decisions and send artwork off to be printed is because your portrait's digital form is the most fragile. Sometimes things happen we have no control over, and to make sure clients' artwork is safe and sound, we send it off right away.

On rare occasions we do hold artwork, which requires putting extra safety measures in place, and so there is an additional fee of $300 for that service. Does that seem like the ideal option?

OR SAY:

What we've found is, when we choose the size that is ideal for the portrait, it looks perfect no matter where it lives. Would you like to see what I mean by that? I can show you different sizes in different spaces (Room Views) to see if it helps you feel more comfortable with the decision. How does that sound?

(When you need to deliver a policy, it goes over better when it's delivered with an explanation of how it takes care of the CLIENT, NOT the STUDIO.

(If there is a firm policy, it can be softened with: We typically send our client's artwork off right away to keep it safe and sound, but tell me, if you could have this be the perfect thing for you, what would that be?

If she says, "I'd reach out to you in 6 months when I'm all moved in" could you agree to not return the fee until that appointment and go ahead and schedule the next ordering session right then?

(In these kinds of situations it seems like we have to offer or agree to things we really don't want to, but push has come to shove and I'd rather offer a compromise that keeps the sale alive than have it go to a zero.)

Help me understand. What do you mean by that exactly? What is it about the payment plan that specifically wouldn't work for you?

(ALLOW FOR RESPONSE)

IT MAY BE ABOUT ANOTHER BIG EXPENSE, SUCH AS COLLEGE TUITION FOR THE KIDS, BUT FOR ANYTHING SIMILAR, SAY SOMETHING LIKE THIS:

Listen, I get it! We've got tuition - we've got all of these other things, you know.

But is that what we were trying to take care of when we scheduled this appointment for your daughter?

Or was there something else that we wanted to really help her with?

And what if we could really focus on: Let's do this experience for her. And if it's okay with you that we just sort of put those things to the side so that we can really focus on: What is it that felt really important to you about this for you and for her?

YOU HAVE TO BRING IT BACK TO WHAT MATTERS MOST, what mattered enough for them to come in here and do this. SO USE QUESTIONS LIKE THESE:

How does it feel to have not ever had a family portrait?

How has that impacted you?

When you think about how this will impact your children never having had it what does that feel like?

Because I want to make sure that whatever you want to feel more of is what we're able to do through this portrait.

No, because otherwise, I have to put myself in the collection business, which I don't want to do.

If you do want to pay it off sooner, you can always expedite that. Some clients do that, but we're not going to call and ask you to change your plan or make extra payments.

You’ll never make a better decision than when we’re looking at the portraits together with me to help you figure out the placement and sizing for your home.

It eliminates the possibility of making an expensive mistake.

If they are asking about seeing images that you didn't show them, RESPOND WITH: :
I select the BEST of the portraits to show you. The ones that you don't see are either out of focus or I clicked the shutter at the wrong time and caught blinks or not so flattering expressions. I take those out so that you don't get overwhelmed seeing so many images and to make the selection process easier for you.

Every portrait you purchase a print of comes with the matching digital file, so you can print as many copies of those as you'd like! You are certainly welcome to purchase more portraits from your session.



RELATED TO HEAD SHOTS OR OTHER DIGITAL BUNDLES: If they are asking about the images that they chose not to purchase, RESPOND WITH:

Every image you purchase a print of comes with the matching digital file, so you can print as many copies of those as you'd like! You are certainly welcome to purchase more images from your session. You are currently at [NUMBER THEY'RE AT]. You are [NUMBER THEY ARE SHORT] images away from the next image bundle. If you choose to bump up that, it will be [INSERT DOLLAR AMOUNT], which lowers the price per image!

If you do just the gift certificate, it's always the full group of you together, the Family Portrait.

I did those other portraits basically, on a speculative basis at my expense, in hopes that you would choose to upgrade. So those are available if you choose to upgrade.

But if it's just what you won, it's the Family, all of you together, and it's any one of those that I showed you.

I'll be honest with you: The reason we do this is we hope you're going to invest beyond the gift certificate.

So those additional portraits, I do those because this is how I make my living. So they're available as something else if you want to do that.

What you won, you really, really won, and that is the family portrait that you won. It's not something else.

What we can’t be is a storehouse for yesterday’s hopes and dreams (or yesterday’s unmade decisions).

But what we can do is help make them real for you NOW. Instead of putting off the decisions, we choose what matters now and let go of the rest.

The financial part gets worked out a variety of ways, so that you have both the breathing room needed and comfort knowing these portraits will be yours.

Would you like to see how we might space this out over time for you?

You’re certainly welcome to do that, but when you return, you will be paying full retail price at our studio.

The smarter way to get what you really want, at a lower price, is to utilize your certificate toward the portrait size that will give your family a presence in the home.

I want you to think about the time, energy and effort it took to get everyone here to create this beautiful portrait. As a parent/mom/dad/sibling I understand this is no small feat.

Ultimately, I know you really want a {insert size}, so what I’m hearing is maybe the price point isn’t working for you.

My job is to help you get what you want, with something that I can do . . . tell me what that looks like for you.

What is most important to you? Is it size or finish? If you could wave your magic wand, what do you want?

THEN LISTEN TO THE ANSWER.





ANOTHER POSSIBLE REPLY 2

The certificate size does not have the same presence that the larger portrait does, so it will not give you a real experience of what it will be like to have a large family portrait. The certificate size is a gift size.

Why come back and pay retail when you have {insert certificate amount} to apply toward the portrait now?

(When this comes up, you can talk about the footprint of the portrait (the space it takes up) vs the impact of a portrait (the size of the faces) and how at that small size what is best accomplished is feeling like you have to go walk right up to in order to enjoy it.)

Also when someone makes their mind up ahead of time, you can speak to it directly. SAY THIS:

Do you mind if I ask… is it fair to say this is a decision that needs to put finances first?

(If it’s YES, then you can ask them if it’s ok to put the financials to the side, just for a moment, to see what even feels important, that if they were Beyoncé and it was their birthday, what even feels like the ideal? If they are willing to consider any of this, you have a chance.

Is it okay if we put the financial aside just for a moment, so we can see what feels important?

If you could wave a magic wand, what even feels like the ideal?

If they are willing to consider any of this, you have a chance. If not, they’re most likely in survival mode or there is just something more important than portraits.)



ADDITIONAL THING YOU COULD SAY:

The portrait you don't notice, see and enjoy every day is not all that different than the portrait you never did.

What an incredible opportunity! How great is it that you get a {insert certificate amount} advantage toward artwork of your choice!

Because you have {insert certificate amount}, you can really get what you want.

It’s often times the things we don’t do that we regret the most, instead of the things we do.

OR

Sometimes life surprises us with incredible gifts!

OR

Congratulations! What an incredible gift you received!





My Parents/Employer/Friend gave this to us as a gift.

PARENTS:
Wow! Your parents must really love you! You must be their favorite child! What an incredible opportunity! If you did want to go with a {insert larger size}, you have a {insert certificate amount} advantage toward what you really want! That’s amazing!

EMPLOYER:
Wow! Your employer must really appreciate you! You must be their favorite employee! What an incredible opportunity if you did want to go with a {insert larger size}, you have a {insert certificate amount} advantage toward what you really want! That’s amazing!

FRIEND:
Wow! Your friend must really like you! You must be their favorite! What an incredible opportunity! If you did want to go with a {insert larger size}, you have a {insert certificate amount} advantage toward what you really want! That’s amazing!

In a friendly, curious tone, say this:

Oh, what makes you say that?



ANOTHER POSSIBILITY

That’s no problem. Just out of curiosity, is it possible you could end up loving more than just one? Or maybe wanting it in a larger size?

Would you be open to the possibility of changing your mind, that is, only if you find you’d be happier with a different choice than what you’re deciding now?

Well, what's on your phone is free, because you already have it, and taking a cell phone photo is one of the quickest things you can do, right?.
So... this isn't actually free, because it's taken significant time and considerable energy, yes?
You made sure to dress up and look your best (or whatever they did). Then with driving we're looking at 4-5 hours of time that could have been spent on a hundred other things.

Is it fair to say no one has time to spend on things that don't matter?

What was important to you about this? Why go out of your way to have something as meaningful and beautiful as this?

(ALLOW FOR RESPONSE.)

The reason why I'm making such a point of asking these questions and understanding why this is important for you is:
I want to make sure whatever felt important in the beginning is what you come away with at the end.

Can you help me see this really clearly through your eyes, so we really focus on that instead of things that don't matter?

(ALLOW FOR RESPONSE.)





ANOTHER POSSIBLE RESPONSE:

Wow. That's a really firmly held opinion - why IS that?

(THEY RESPOND WITH SOMETHING LIKE: Oh, because we don't want to put expensive things on our wall the the painting, even the walls are dirty. It's NOT OUR PLACE, we RENT it, we don't really care about experiencing things in your in the wall we have seen your list of price is far too expensive for us. And we don't really we are not this kind of person.)

Can I ask you, you know, if you're living in a place where the walls are dingy and it's not yours and it feels like it might be a little difficult to enjoy, do you have anything in your home that you can look at that instantly brings you joy?

(THEY RESPOND WITH SOMETHING LIKE: I like to appreciate are the photos in my phone. I love seeing the photos in my phone the last, the last holiday or the the one we made face on. And sometimes I look at my Facebook, Facebook wall, and I am I have fun with my Facebook wall and the other ones.)

So it sounds like what you really like is having an experience that takes you away from the apartment you live in. Right?

(THEY RESPOND WITH YES)

So this is what I'm wondering. You know what? It's okay if this isn't for you.

But I mean, what if you could have something up that you actually enjoyed looking at so that you didn't have to escape into this little small thing, like your phone? I mean, I'm just wondering, like, how would that be, to be able to look up and go, "Ah, wow, I love that"?

(THEY RESPOND WITH SOMETHING LIKE: I'm not sure because I don't want to spend money on something that I can have on my phone.)

Maybe it's for you and maybe it isn't, but what would that be?

(THEY RESPOND WITH SOMETHING LIKE: I think most people would probably say, Well, I mean, that would be great. It's just never gonna happen.)

Okay. Well, what if it could, though?

Would you like to just take a look and even just see, you know, what strikes you?

There had to a reason they went to your studio. If you’re full up and satisfied, do you order more food? Or is there something still missing? SO SAY THIS:

Hmm. Can you tell me, with all the portraits you’ve had done, what made you want to have this one? What felt different about this experience?

(ALLOW FOR RESPONSE)

OR SAY THIS:

Well, why come here then? What were you still looking for? What need still needed to be met?

Well, what you get is $XXX (whatever amount gift certificate is for) to put towards anything that you like!

It does fully cover, you know, the cost of the 10-inch.

But as you can see here, this is just the beginning of what's possible!

Let's focus on what you really love. And then we'll talk about packages and pricing later on down the track.

I'm here to help you choose and have what you love and what you want. Because this is like a timeless piece that you'll have in your home forever.

Has that piece ever been the heart of the home, or has it been more of an afterthought?

How would you feel if that piece were larger, and a central part of the home?





ANOTHER POSSIBLE REPLY 2

How much more presence and enjoyment would that piece give you if it were sized appropriately for the faces?

How often do you look at the portrait? Is it in a public spot or tucked away somewhere on a shelf?





ANOTHER POSSIBLE REPLY 3

Just because that’s the way it’s been done, is that the way it should always be done?

The 10” portrait is a gift size portrait, and that is why you received it. Because it is a gift.

AUCTION: Our Studio {insert name} kindly donates these gifts to charity auctions, etc.

NOTES: This is a client deflecting from themselves and making a decision, to putting fault in your lap. Don’t engage. This is a price objection.

We understand that. This portrait was 100% donated on our end, so all the proceeds go directly to the cause at the auction.

NOTES: Money objection. Could be a big mouth, or could be someone who spent a lot who feels like their obligation has been met. Client needs education on who benefits from the donation at the auction.

Our gift certificate stipulates that the gift portrait is a full length portrait of everybody that we photographed together. Those tighter portraits that I do are in a different style.

The portrait that we donated is a full length portrait of the four of you together.

I did photograph the kids individually, and other groupings, in hopes that you will fall in love with the work and choose to invest more than your gift.

I do those portraits on a speculative basis. They are in addition to what is included with your gift.

This is a beautiful portrait of your family. What would be the reason you wouldn’t want this beautiful portrait of your family in your home?





ANOTHER POSSIBLE REPLY 2

Why wouldn’t you want to do a larger portrait for your parents? Don’t we delight in surprising our parents especially in gift giving?

If this is at all within your reach, how can we make this work for you, and your parents?

It’s important to frame the portrait for the portrait itself, not the current open frame available.

Nothing will stand out more than the wrong frame on the portrait. It’s like going to Sears to put tires on your Porsche.





ANOTHER POSSIBLE REPLY 2

If you have had this frame since (insert long ago date, 1986), why haven’t you put anything in the frame up to this point if it is so significant to you?





ANOTHER POSSIBLE REPLY 3

When you put this portrait in the frame, what will mean more to you? The frame that encases the portrait, or the portrait itself?

Should we make the frame, which is less significant, beholden to that which is more significant?

Don’t wait till you’re older to have your forever portrait created.

You want to be remembered with great life and vitality in your forever portrait.

Do you have a portrait of your parents at this age? Or of them as a couple?

IF ANSWER IS NO:

What WOULD that portrait mean to you?

IF ANSWER IS YES:

What DOES that portrait mean to you?

NOTES: Offer family plan if they purchase so their entire family can be photographed.

So when you made the decision to have THIS PORTRAIT be in this collage, what was it that made that feel like the ideal for you?

THEY'LL SAY SOMETHING LIKE, "Well, because I love to see everything together."

Having a lot of little things on the wall is a choice that you can make, but sometimes what can happen is they disappear in a sea of things the same size.

It can be hard to know what to do with it all, as opposed to having pieces that have IMPACT that you take care to find a really special place for.

What we do here is we make sure that we choose the perfect size so that it has an impact, so it becomes something that you really care about.

I'm just wondering: If you had something that could impact you as soon as you walked in the room, what that might be like?
You know, when when we're considering putting something on the wall, it is really important that the eye knows where to look.

It's like a song, right? You don't want all the notes in the song to be exactly the same. Because, one, it's boring. Two, you don't quite know what to pay attention to.

The same is true with portraits.

So you know, of course, you're free to have everything be the same size. It's just something to consider.

You know, even when we have varying sizes, even if you go from a 5x7 to 11x14, it's all of a sudden more interesting, because there's some variety.

When we talk about sizes, it's like your favorite song - if it's turned up too loud, it's uncomfortable.

We want to really discover what that is. Right? We want to understand what is too much, what is too loud. Okay?

And then we want to figure out like, what is the perfect volume - because you could listen to your favorite song at the perfect volume every day, all day, forever. Right?

But your favorite song with not loud enough becomes background noise. It's kind of irritating because it's never ever ever enough. It's frustrating.

We want to make sure that the same is true for your portraits. Okay, we want to really discover like, what is too small? What makes it turn something really beautiful, powerful into individual clutter?

When it's on your wall, the station never changes. It's always that volume forever. It can never be changed. It can never be turned up louder.

So let's make sure that we figure out you know, what is the perfect volume for the impact and the feeling that you want to be able to get every single time you look at this portrait. All right?

So here's the thing: It's either big enough for that to happen or it's not.

It's either big enough to capture their attention so that it feels special to you

Or it's the size where it blends in with everything else and just feels, you know, insignificant. Okay?

So this is the moment where we get to decide: What kind of experience are we going to help our family have?

If the portrait size would be considered insignificant, then what message are we really conveying to our kids about the family when we choose this?

That's the thing about a family portrait - it is unlike anything else you will put on your walls because its purpose is different than any of these other portraits you have.

So, you know, when you thought about helping your family and your children have this kind of experience, what is it that felt really important to you? Like, what is it that you wanted to help your child, you know, feel and experience and see for herself?

(ALLOW FOR RESPONSE)

So what I'm hearing is that for your collage wall, you have most things you know, they're about the 8x10, 11x14 size.

How would you feel if we had a signature piece that really drew your attention in first and give the eye and place to land - so that then it could travel and see the rest of the story? How would that feel? What do you think?

(ALLOW FOR RESPONSE)





ANOTHER POSSIBLE REPLY 2

You know, when we do put something that is the same size as everything else, then everything feels equally important -- or actually equally UN-IMPORTANT.

Because your eye doesn't know what to focus on, your eye has no way to discern, you know, what matters here when everything is small.

And so I'm not saying that we have to go huge. But even just going, you know, a couple sizes larger, where it's large enough to capture people's attention - so that what you love and what matters can be seen, you know, that can have a very powerful impact.

Would you be up for even just, you know, taking a look at some things, even just kind of like in the middle size, making sure, you know, we don't go too big?

How would that feel? What do you think?





ANOTHER POSSIBLE REPLY 3

Can I speak to that? Because this is what we have. When we talk about how now is the time for the decision, for what kind of impact it has, when we take something like this, and we put it with everything else, it makes it only have as much importance as everything else it's with. And it tends to disappear because of that.

And especially when we're putting it on a wall that has lots of other things, you know, the eye doesn't quite know where to look.

And so if we're hoping that this is going to be something especially magical for her, but she just walks by it every day because it's just another, you know, square shape on the wall, it really isn't doing what it's capable of, which is to help her have an experience every single time she looks at it.

So I mean, of course, you can certainly make that decision.

But when we take a look about what this particular portrait does, it really is unlike anything else you have on your walls.

And so what I'm going to invite you to do is to is to look at it on a wall, so we can really see the impact versus the footprint.

Can I show it to you in different wall spaces?





ANOTHER POSSIBLE REPLY 4 (EMILY)

I understand that you have this beautiful wall collection at your home. I have one at my home too.

A wall collection is about the pieces collectively as a whole, not individual pieces.

This piece will be a standalone piece, and it won’t blend in well with others. It will stand out like a flashlight, and you want a cohesive body of work . . . and then you will have this one piece that doesn’t match, so you will naturally move it anyway.

Because this is a standalone piece, you wouldn’t put the star of the show with the corps of the ballet. This is your prima ballerina piece. (Or this is your quarterback of the football team.)

(from EMILY)

I understand that you have this beautiful wall collection at your home. I have one at my home too.

A wall collection is about the pieces collectively as a whole, not individual pieces.

This piece will be a standalone piece, and it won’t blend in well with others. It will stand out like a flashlight, and you want a cohesive body of work . . . and then you will have this one piece that doesn’t match, so you will naturally move it anyway.

Because this is a standalone piece, you wouldn’t put the star of the show with the corps of the ballet. This is your prima ballerina piece. (Or this is your quarterback of the football team.)

They will want one too! I could understand not wanting a large portrait if this was just a portrait of yourself, but this is a portrait of your family, of those whom you love and cherish the most. This portrait shows the love and connection you all have.





ANOTHER POSSIBLE REPLY 2

Do you make all of your decisions on what your friends and family think? Did you buy your home, car, or clothing based on what your friends or family would think?

It’s an impossible task to manage other people’s thoughts or emotions. You are doing this portrait for YOURSELF, not them. IF they love it, awesome! If they don’t? Who cares? It’s not what they think . . . it’s what YOU think about it.

How do you FEEL about it?





ANOTHER POSSIBLE REPLY 3

How would that make you feel to be the pride and joy and possibly the envy of your friends and family?





ANOTHER POSSIBLE REPLY 4

Why do you say that?

(ALLOW FOR RESPONSE, may be something like "I mean does it look like too much?")

Don't you think this family portrait will be the most valuable piece of art in your home?

(ALLOW FOR RESPONSE, most likely positive)

IF IT SEEMS LIKE THEY ARE DOING SOMETHING THAT IS JUST OUT OF THEIR COMFORT ZONE, TELL THEM HOW NORMAL IT IS

I'm so glad you feel that way! Families who want do their family portrait justice, and really honor what matters most, typically choose 40's or larger. It's the norm.

But most importantly, it's the size you connected with the most, which means it could never be the wrong choice! The heart loves what it loves.

The question becomes, do we honor what our heart told us was true, or do we deny that out fear of what others may think?

IF THEY SAY SOMETHING ABOUT "ALL OF OUR OTHER FAMILY PICTURES ARE SMALL, WHEN THE KIDS WERE YOUNGER":

When families are younger, portraits tend to be smaller, because it's easy to be preoccupied with the day to day. Everything tends to feel equally important.

But as time passes, the visual legacy of family naturally becomes more important, and portraits take on more significance and meaning. Larger portraits reflect this realization, and acknowledge this is a time of pride, celebration, and honoring of the generations.

How important would he like his family's visual legacy to feel?

The purpose of a fine art portrait is to be the focal point of any room it's displayed in. If it's not large enough to be seen without having to walk up and stand right in front of it, it simply isn't able to accomplish its purpose of making an impact. It becomes ordinary.

Is that really the feeling you want? The same as what you did before, even though everything has changed?

IF THE FAMILY HAS GROWN LARGER SINCE THE LAST PORTRAIT THEY HAVE:

Now your family has grown and the people in the portrait would be even smaller NOW because there are MORE of you!

If you're okay with that, that's okay! But are you really?

QUESTIONS YOU MIGHT WANT TO ASK - DO IT WITH A VIEW TO HELPING THEM HAVE THE IDEAL OUTCOME OF WHAT THEY REALLY WANT:

Do you remember when we were going through the sizes, and you had such a strong connection to your family at that size? What did that feel like?

What did being able to see and connect with them help you feel more of?

If you were not comparing this to something else, what size felt the most ideal for you?

Which size do you enjoy more?

How captivated do you find yourself by the smaller portrait? How captivated are you by this gorgeous larger hand-painted piece?

When you think about this decision, do you want to limit it to the comfort of the known, or embrace the joy of beautiful significance that only larger sizes can offer?

TRY TO NAIL DOWN WHAT THE REAL ISSUE IS:
Does it just feel uncomfortable because they've never done this before?
Are they worried about being judged by others?
Is he not sure it's worth it?

MAYBE ASK:

if you could meet all the other families that have portraits like this and see how appropriate this size actually is, would you feel differently?

If you knew that everyone who saw this would only see how important family is to you, would feel differently?

There's only ONE thing your friends and neighbors will say when they see your family portrait on the wall of your home, and that's. "Oh my gosh, that's amazing!" (Pause) "I wish I could have a portrait like that of my family!"

How do you feel when you are looking at art. someone else's piece of art?

(ALLOW FOR RESPONSE, or REFLECTION on that)

How you feel about how this portrait is representing your family, don't you think that is even more important?





ANOTHER POSSIBLE REPLY 2

What do you care about more, you know, your experience of your family, or what your neighbors may say?





ANOTHER POSSIBLE REPLY 3

So from what I understand you’re telling me is you think that people will think you’re vain?

Let me ask you a question. What’s more important to you? What your neighbors think of you? Or what your children will feel when they see this portrait?

I understand if this was just a portrait of yourself, but this is a portrait of your family, of those whom you love and cherish the most.

This portrait shows the love and connection you all have. It’s shows the unity you have as a family.

This portrait is a nonverbal way of giving your children a hug when they walk past the portrait. It’s also a way of communicating to your family that they matter, and they are important . . . important enough that you put them up on the wall with a life size presence.

Tell me what it is you're seeing that you don't like.

(ALLOW FOR RESPONSE.)

And if they're just like, "It just looks weird"

What do you mean by that?

(ALLOW FOR RESPONSE.)

And if they're just like, "I just never like look like this"

I know, right!? That's kind of the point of this, is for you to be able to see yourself in a way that you don't normally!

Correct me if I'm wrong, but what you're seeing here, is it matching up with what you're seeing in your mind?

(ALLOW FOR RESPONSE.)

That doesn't tend to be good, right? What we think of ourselves in our mind tends to not look good. Does that happen for you?

Our artist can work magic.

NOTES: This is the time to reiterate the artwork your artist can create.

(EMILY: We don’t do any re-shoots. If they client is super unhappy, we tell them that we are not the photographer for them. If you do a reshoot, you put the client in the power seat, and the photographer/studio is now at their mercy to make them happy. In most cases when a studio consents to a re-shoot, the client still doesn’t spend.)

I understand that. You selected the wardrobe you wore today for your portrait session that represents your family, so we are going to honor that. It will be beautiful when we are finished with it.

If you go with our painted finish (if your studio offers painted finishes) then we have much more leeway with changing wardrobe, and we make the changes you desire when we do painted portraits.

NOTES: Only offer a re-shoot if the client purchases a larger size IN ADVANCE. Otherwise, this will be another ZERO sale if you re-shoot.

A tasteful portrait will complement any environment. The décor, as well as your personal taste in artwork, will change over time, but this classic portrait will be endure.





ANOTHER POSSIBLE REPLY 2

You booked an appointment at our studio, knowing the style of portraits we create. What made you go through the effort to find wardrobe, get dressed, and travel to our studio to have your portrait created if you don’t like the style?





ANOTHER POSSIBLE REPLY 3

How incredible to be remembered in a forever portrait in your best light!

NOTES: This is a money objection. No one invests time and effort to create a formal portrait because they don’t like the style.

A tasteful portrait will complement any environment.

If you were lucky enough to receive an original artwork by Monet, DaVinci, or Renoir, would you say it doesn’t match your décor?

The décor will come and go, but the portrait will remain.

NOTES: The client might need more time to think about it . . . it is generally a money objection. When you can paint a picture of how easy and prudent it is to make a decision at the studio, they will have clarity with their purchase and bonuses.

Yes! I’m happy to help you with that today. We block out two hours of studio time specifically for your family, to decide on the portrait and artwork for your family.





ANOTHER POSSIBLE REPLY 2

Yes. We have found in our experience, that the time the client has the most clarity is when you can see the artwork, size, finishes, and framing. While you are here, you can see all of these to make an informed decision.

I only archive purchased portraits. All others are purged after the Ordering Appointment.
But here's the great news!
Right now, we have special offers only available during your Ordering Session, such as BLOCKS OF PORTRAITS.
So the more portraits you buy, the less you pay per image! With these,, we can give you the best value possible.
Let's return to our culling and find out what portraits are really calling your name.

No wall space can be a couple of things: It could be a genuine money issue; they’d rather say they have no walls than they have no money.
Or, it’s “I don’t know how this fits into my life and it feels like too much because I’ve never done this before/feels too grand/afraid of what people will think/don’t care enough about it to make space for it.”
As with every concern (objection) that gets brought up, it’s important to drill down and figure out what it really is. SO ASK THIS:

When you say you don’t have any wall space, how do you mean?







ANOTHER POSSIBLE REPLY 2

If a 40” portrait of your mother (or grandmother or great-grandmother) appeared suddenly at your door, would you find room for it?







ANOTHER POSSIBLE REPLY 3

We always recommend going with the size portrait that is the right size for your family. Your décor will come and go, and you may even live in another home in the next 5-7 years as the average American moves about that often.

Where you hang the portrait today may not be where you are going to hang it in the next house. This is a forever portrait that will always have real estate on your walls.







ANOTHER POSSIBLE REPLY 4

If you were lucky enough to receive an original art piece by Leonardo DaVinci, Monet, or Renoir, would you ask for a smaller size? Or would you find a spot for it in your home?
(Clients will smile here as they realize it’s not really about size.)
This family portrait will have more intrinsic value to you than any other art piece in your home as this art showcases the people you love the most.







ANOTHER POSSIBLE REPLY 5

We find that some of our clients must move something from their walls to create space for their family portrait.

However, what we have found is there is usually nothing of more significance than the family portrait showcasing that which you love and cherish the most. If you love it, you will find a spot for it.

You could also display it on an easel.

Great! Most of our clients are art collectors! This is why they choose our Studio to commission their family portrait.

What we have heard from our clients after they get their portraits on the wall, is their family portrait becomes the most valuable art piece on their walls. It has more value to them than any other artwork.





ANOTHER POSSIBLE REPLY 2

Wow! You are our ideal client because you understand, love, and collect art. That’s exactly what this is.

While you are out collecting art all over the world, this will be the art piece you created right here in your own home state. Our museum quality pieces compliment other works of art on the wall very nicely.

Listen, you know, I totally get it. Most people - like no one is in their forever home. I mean, most people move, you know, like, I don't know, seven times in their life. Right? So this is a really common concern. People don't want to make a mistake about this.

So if you don't mind, you know, would you like to talk about some possibilities about how we make sure that you make a choice that looks perfect no matter where you live? How about that?

(ALLOW FOR RESPONSE)

When we choose the perfect size for the portrait, it looks good no matter where it lives. Can I show you some examples of that?

(THEN SHOW IT OVER THE COUCH, AT THE BOTTOM OF STAIR, OVER THE FIREPLACE)

Do you see what I mean? Is this helping you feel more comfortable with this decision?

IF THERE STILL SEEMS TO BE CONCERN, ASK ABOUT IT TO GET TO THE BOTTOM OF THE CONCERN

help me understand this. I want to make sure that I really understand what's concerning for you. Can you tell me more about this? What is making you say that?



ANOTHER WAY TO ANSWER

I suggest going for a standard size that would always fit in, like an in between, like on a wall between windows or behind a couch.

That's also one of the reasons we have other options such as custom designed albums and portrait boxes. Are those things you might have an interest in?

Let me be sure I understand. Remember, at the Design Session, I mentioned that we delete what you don't order. I don't want to do that if you still want to order. Are you saying you do still want to order?

"I still do want to order"

I understand. So we have standard sizes for our portraits. So, for example, a 30 or 40 inch will fit in any home. Every room has 4 walls.

Let me ask you this: If you were fortunate enough to be gifted an original MONET or RENOIR, do you think that you would be able to FIND A PLACE to display it in your home?

(ALLOW FOR RESPONSE, most likely a "Well, yes, of course")

Well, your family will feel this portrait has even more value than an original Monet!

"I would still want to make sure it would fit in my new home - I want it to fit the space and my home isn't finished"

I understand. So your holding fee paid for the time to have this Ordering Session. If you want to extend the time period to order, you absolutely can do that. We can extend it for 4 months. (IF HOME WON'T BE DONE IN 4 MONTHS, EXTEND IT MORE)

The fee for a second Ordering Session is $200. How would you like to pay for that? And let's pick the date now so it doesn't fall through the cracks.

IF THEY THROW A FIT ABOUT THAT FEE:

I understand. Let's see. Okay. What we could do is: Your holding fee should be refunded today, BUT that would mean that you would need to pick your portrait TODAY, and I understand you don't want to do that.

So what we could do is hold on to that holding fee and use it to extend the Ordering Session period for X number of months. How does that sound?









ANOTHER POSSIBLE WAY TO REPLY 2

(I think what could have helped, especially with lessening her frustration, is to ask her to tell you more so that you can better understand.)

(When someone is getting heated, or even slightly frustrated, everything needs to stop) and ask something like THIS:

Help me see this through your eyes. What feels most important to you in this moment? What do you wish we could do? What do you wish could happen?

"I'm just not comfortable purchasing anything until my home is completed."

Can you tell me more about that? What is it that makes you uncomfortable about that? What needs to happen before you're comfortable with a decision about your artwork?

(ALLOW FOR RESPONSE)

(Once she tells you, you'll be better equipped to offer a solution.

(At that point we had been going back and forth for over 15 minutes and she was starting to get more and more heated insisting that she absolutely could not purchase until after she moved in"
--She's not feeling heard and feeling like she needs to repeat herself
This seems like an example of someone who *feels like* they're being made to do something they don't want to do, and that someone is trying to talk them out of what's important to them and change their mind. I know this wasn't your intent necessarily, but this is how it can come across.)

SAY IT LIKE THIS INSTEAD:

The reason why we make the final portrait decisions and send artwork off to be printed is because your portrait's digital form is the most fragile. Sometimes things happen we have no control over, and to make sure clients' artwork is safe and sound, we send it off right away.

On rare occasions we do hold artwork, which requires putting extra safety measures in place, and so there is an additional fee of $300 for that service. Does that seem like the ideal option?

OR SAY:

What we've found is, when we choose the size that is ideal for the portrait, it looks perfect no matter where it lives. Would you like to see what I mean by that? I can show you different sizes in different spaces (Room Views) to see if it helps you feel more comfortable with the decision. How does that sound?

(When you need to deliver a policy, it goes over better when it's delivered with an explanation of how it takes care of the CLIENT, NOT the STUDIO.

(If there is a firm policy, it can be softened with: We typically send our client's artwork off right away to keep it safe and sound, but tell me, if you could have this be the perfect thing for you, what would that be?

If she says, "I'd reach out to you in 6 months when I'm all moved in" could you agree to not return the fee until that appointment and go ahead and schedule the next ordering session right then?

(In these kinds of situations it seems like we have to offer or agree to things we really don't want to, but push has come to shove and I'd rather offer a compromise that keeps the sale alive than have it go to a zero.)

Oh, great! Sounds like you have a clean slate to work with! You have a new place to decorate!

Let me ask you: When you move, are you planning on moving your furniture, like your beds and couches?

(They will say yes)

Great! Just like you will find a spot for your furniture in your new home, you will find a spot for your portrait!

What’s more important, is to find the appropriately sized portrait of your family that connects with you.

Décor will come and go. Where you hang the portrait might change over time. What’s most important, is to go for the right size portrait as the current space might change.



ANOTHER WAY TO ANSWER

I suggest going for a standard size that would always fit in, like an in between, like on a wall between windows or behind a couch.

That's also one of the reasons we have other options such as custom designed albums and portrait boxes. Are those things you might have an interest in?

Oh Great! Sounds like you have a clean slate to work with! You have a new place to decorate!

Where do you envision this going in your new home? This portrait will be the first thing you hang on your walls. This will be the crown jewel of your new home! What a great message you are sending to your children!

Let me ask you this, when you move, are you planning on moving your furniture, like your beds and couches?

(They will say yes)

Great! Just like you will find a spot for your furniture in your new home, you will find a spot for your portrait! What’s more important is to find the appropriately sized portrait of your family that connects with you.

Décor will come and go, where you hang the portrait might change over time. What’s most important is to go for the right size portrait as the current space might change.



ANOTHER WAY TO ANSWER

I suggest going for a standard size that would always fit in, like an in between, like on a wall between windows or behind a couch.

That's also one of the reasons we have other options such as custom designed albums and portrait boxes. Are those things you might have an interest in?

That’s exactly WHY this is the perfect time! Babies and children don’t keep! This is a perfect way to remember your child at this age.

NOTES: Family could be expanding. This is also a money objection. You could bring in the Portrait Renewal certificate to close the sale if needed.)

We have a family plan specifically created for families like yours that are not yet complete, our Portrait Renewal. If you decide to go with {insert size here}, you can come back to our studio with your new addition, and we will create another family portrait for you at the size and finish you chose to do today.

If you don’t expand your family, you might feel sad that you didn’t go with the size you ideally wanted. It’s always the opportunities we don’t take that we regret the most.

Our hope is that every child in the family inherits a family portrait. It’s also a non-verbal way of sharing with your children that they were important enough to have a beautiful family portrait created, even if younger children didn’t come along.





ANOTHER POSSIBLE REPLY 2

Okay. Well, you know, how would you feel if we really celebrated THIS MOMENT, you know? Because it's a big move, you know, going from one child to, you know, as your family grows.

You know, how would you feel about celebrating and honoring THIS MOMENT of when, you know, your new little one has joined the family, and we do something for the wall?

Because I'm sure there's so many other pictures that you have with your oldest, you know. How would you feel if we did something that felt really special, that then, you know, your youngest could could claim as their own, you know, many years from now? How would that feel?

Don’t make the same mistake twice. It’s not too late to make it right.

What an amazing opportunity to do this now as your children aren’t changing too quickly. What a perfect time to create your forever portrait!

Absolutely, of course, you know. You can always come back another time.

But, you know, your kids are going to be different the. You said that you don't have anything like this to capture the magic of childhood (OR whatever it was they said about WHY this important now).

You can always come back again, but your kids are going to be different people, you know, and I just don't want you to regret not doing this today.

Does that still feel like the right decision for YOU to not get anything today?

When you think about this, is that really what you want to do?

WE HAVE CLIENTS SEND SNAPSHOTS OF WALLS, BUT IF WE EVER STOP THAT, USE THIS RESPONSE:

You know, most of our clients don’t measure. In fact, we don’t encourage measuring; otherwise, we would have mentioned it on the phone.

What we want is for you to find the most appropriately sized portrait for your family. When you do this, you will find a spot for it.

It can seem like we're saving both time and money by going the digital route, but that doesn't end being the case, does it?

Yes, there can be some sticker shock if this is the first time you've had a fine art experience.

The hard part about that is: What was spent doesn't end up being well spent, because nothing comes of it in the end, except some more unfinished projects!

That's why I love what we do here... your fine art piece will be delivered and ready to put up for display immediately, without even having to take it to the framer - if you frame with us - let alone go through getting it printed yourself.

Our time is one of the most precious things we possess. It's something we can truly never get back. It's true for what we're talking about here. This is the moment where we decide what happens to this piece.

Does it turn into forgotten digital dust, or do we do it justice by having it archivally printed and beautifully framed for everyone to see?

How would it feel to have a completely different experience to the ones you've had, and have this all taken care of for you?

Looking back on this decision, what will you wish you'd chosen? What decision will your future self thank you for?

So tell me why. And what is it that you would hope to do with them? And just tell me more about that.

(ALLOW FOR RESPONSE, probably something like "I just want digital so I can post them on social media. I don't want to have anything printed out. I just want digitals.")

Oh, so what is it that makes you feel like you wouldn't want anything printed out?

(ALLOW FOR RESPONSE, probably something like "Because I can go and print it down at the Walgreens.")

Have you done that before?

(ALLOW FOR RESPONSE)

So do you find you tend to have lots of digital files and digital pictures BUT nothing really happens with them?

(ALLOW FOR RESPONSE, probably something like "No, I just have them on my phone.")

But then hey never sort of get to enter real life. Right? They just sort of stay locked there.

You know, the reason why we don't really do digital files is because it ends up turning into digital dust or digital digital clutter. It's like we have so much but we never know what to look at. Right?

And so the purpose of when we get things printed is: We take our favorites, and we print them in some form or another so that we just get to enjoy them without having to like scroll through or find the thing, right?

And so many portraits and photos, right beautiful, lovely things just get forgotten.

So I totally understand that that's what you're used to. I mean, most people are.

But this is why we do it differently. So that this can actually have an impact on your life, you know, and whatever you choose to put on your wall. It's gonna be something that you love so much you want to see it every single day. So when you look at it, you're just gonna love it.

Any ORDERED portraits will be archived and stored in a digital library for emergency replacements, and available for the next year.

We have found that if the portrait doesn’t move you enough today when you’re looking at it, it won’t move you a week or year from now when it’s not in front of you.

And the reality of it is is that you will not come back to purchase it. And that's okay. We want to help serve you today with what will work best for you today.

What we can’t be is a storehouse for yesterday’s hopes and dreams (or yesterday’s unmade decisions), but what we CAN do is help make them real for you now. Instead of putting off the decisions, we choose what matters now and let go of the rest.

Anything NOT ordered today will be DELETED.

So if these feel important to you to have, we should go ahead and take care of the now. Which ones were you thinking of?

(ALLOW FOR RESPONSE)

IF MONEY IS MENTIONED

The financial part gets worked out a variety of ways, so that you have both the breathing room needed and comfort knowing these portraits will be yours.

Would you like to see how we might space this out over time for you?





ANOTHER POSSIBLE REPLY (BUT SAY THIS KINDLY OR IT CAN SOUND SNARKY!!!!)

If your portrait is not important enough for you purchase today, why would it be important for me to store in my files?

Can you tell me more about that?

What is it that is making you not feel sure about this?

So, it sounds like you are not sure on which size and finish you want.

If you did know, what would it be? If all sizes and finishes were the same price, which would be perfect for you?

NOTES: It’s either a money objection, or they are trying to communicate to you they are confused and need more information . . . take a moment to review with them your offer and see if you can help them understand what you are offering in conjunction with what they want.

Well, this is usually the point where people are jumping up and down!

Like, what's making you hesitate? Like, what's keeping you from feeling, you know, super excited?

OR

You know, one of my favorite quotes is "The problem is you think you have time."

Can I ask you, how long have you been wanting this? How much more time are you wanting to pass before you finally have this?

When you think about this, what is it really you're wanting to go over in your mind?



IF THEY SAY:
Yes I know but I don't rush decisions in my life and never when a big amount of money is involved.

That’s no problem. Just out of curiosity, do you mind if I ask, how do you know when you’re ready? What needs to happen before you feel confident in saying yes?

OR

That’s no problem. Just out of curiosity, do you mind if I ask, after you’ve had enough time, what’s the thing you want to feel sure about?

(Isolate the issue, keep drilling down until they tell you what the real concern is. It needs to be addressed together.)



IF THEY SAY:
I want to feel I am sure about my decision and for this I need time.

Ok, no worries. What in particular do you need to feel sure about?





ANOTHER POSSIBLE ANSWER

The reason why we make our final decisions in this meeting is because it's the most effective way to make decisions you can feel confident about, because you've seen it with your own eyes.

It's essential to make visual decisions visually. Once they're not in front of you anymore, it's impossible to make educated, intentional decisions, because you can't see how the different choices will actually impact you.

But more importantly, this is usually the point where people are jumping up and down with happiness....

What's keeping you from having that feeling?
OR
What's making you not feel sure?
OR
What other information would be most helpful for you, so that you could really see what the ideal outcome is for you?
(See if you can help them tell you what's really going on, even if it's as simple as "talk to me... what's going on for you? I'd like to help if I can."



IF THEY SAY SOMETHING LIKE "THIS MUCH OF AN INVESTMENT IS TOO MUCH," OR SIMILAR

You had mentioned, you know, how amazing it would be for you to have these portraits of your (daughter) in this way. Like, just help me understand, like, what is the priority for you?

(ALLOW FOR RESPONSE)

has there ever been a time where you, you know, went ahead with a purchase that you thought might have not made sense, but that you actually felt really good about?

OR

Does this feel like, you know, every other decision that you've ever made? Or what feels different about this decision, compared to, you know, some of the ones that are purely like black and white?

OR

Going back to, you know, when you think about what felt really important to you as far as having the session, was having it be fiscally, you know, responsible -- was that, in fact, the most important thing that you wanted to be able to get out of this? Or was there maybe something else? You know, was there a feeling that you were going for?





ANOTHER POSSIBLE RESPONSE

Well, what will change between now and when you think about it? Is it the price?

You know your husband pretty well. What do you think he will say?

(ALLOW FOR RESPONSE)

I know we don't know exactly what he thinks about this, but let's pretend for a minute that he loves this much as you do.

And if that were the case, what would you want to happen next?

What do you think he would love most about this?

What do you think he'd appreciate most about you making sure your family had something this beautiful, and had this much meaningful impact?





ANOTHER POSSIBLE REPLY 2

I don't know if your husband is anything like the men in my life, but if I just call them on the phone, they have no idea what I'm wanting to buy.

And if I just told them, "I want to get portraits," you know, he's going to tell me "no" right away, because they don't have any idea what it really is or means.

But if you hang this up on your wall, and then your daughter walks into the house and just gets so excited - that reaction she's going to have looking at the portrait, if your husband watches that happen, he would say it was worth every penny, and then some.

But you know your husband best. Do you think he would feel the same way?

Are you going to regret not getting this?

What I'm so curious about is this: When you were making the decision to put the portraits that you have up, what was it that you based your decision on about what was worthy of being on a wall?
Like, what was it that you were wanting to feel or see more of, you know, for the portraits that you do have up there? You know, what was that for you?

(ALLOW FOR RESPONSE)

Is there a reason why you're wanting to make your decision based on something different now?

(ALLOW FOR RESPONSE, probably something like "I just have too many things on the wall.")

Okay. Do they all feel equally important?

if you were to take something and have it be much smaller and have, you know, a lesser impact than everything else, you know, what is it that that would do for you?

IF THEY KEEP INSISTING ON SOMETHING FOR A SHELF, THEN CONSIDER OFFERING THEM A PORTRAIT BOX:

Well, you know what? What do you think about the idea of a collection of portraits that you could have in a BOX with an easel that you could just switch out every day as your mood changes, and you want to see something differently?
And it could just be right there next to you in this little, you know, intimate relationship with this particular experience. How does that sound?

Most of our clients invest in Wall Art at a level that we just COVER the Gift Prints. Gift Prints are available, but for most of our clients that just gets taken care of.

If you did just a gift print, it is $500 to add a Gift Print on. But again, most of our clients do some wall art, so it just gets taken care of.

If you buy a car, no one wants to pay for the floor mats. It's just kind of wrong.

We're not inexpensive, but I'm not going to nickel-and-dime you. I don't like when I'm nickel-and-dimed. I don't want to do that to you. So normally, that gets covered when you invest in Wall Art.

IF THEY SAY "We love doing a Christmas card every year. What options are there for that?"

I'm going to make that really easy. Here's how I do that. If you spend at least $1500 over your certificate (so a 20-inch or larger), you choose any image you'd like, and we give it to you as a digital file large enough to put on a card.

PURPOSE OF AN ALBUM
Let's talk about the differences in purpose, you know, between wall art and an album, all right?

You know, we take a look at an album, and it's this beautiful, rich story of all these moments and portraits, right? And we get to sit there, you know, and snuggle with someone while we look through it.

And then you know, when we are done with it, we close it, and we put it away, right?

We can only see it when we make the decision to take it off the shelf and look at it.

PURPOSE OF WALL ART

But when you think about the PURPOSE of a wall portrait, it's to have DAILY powerful impact. Right?

And it's this piece that we choose because it helps us feel more of what we want to feel. It reminds us of what's important every single day.

And so there's just two very different purposes tom you know, why we would choose to put something on the wall versus why we would, you know, have the story being an album.

And that's, quite honestly, is why most people decide to do BOTH.

You know, it's not that one is more important than the other. They just do two completely different things.

So how would you feel, you know, if we took a look at that? We do offer discounts, you know, when we package things together. It might actually be a quite economical choice, when we're putting those two things together.

How does that sound? What do you think about that?

If there's a father there that's dismissive or silent, not involved, you HAVE to gather him in and make him part of the decision, or else Mom will go for something large and then they'll discuss it and bust it back down to a 10 or something.

TO INVOLVE A SILENT PARTNER, SAY THIS WITH A LAUGH:

Okay, Mr. Tall, Dark and Silent, talk to me! Are you feeling what's going on over here? I'd love to hear how you feel about this.

(ALLOW FOR RESPONSE)

IF HE SAYS, "I don't know, it just seems like this is too much," SAY THIS:

Oh, okay. What part of it feels like too much?

(ALLOW FOR RESPONSE)

IF HE SAYS, "Well, you know, the thought of having us up on the wall, you know, it just seems like we're just trying to get attention to ourselves. And that's just not something, you know, people should do," SAY THIS:

Like, can you tell me more about that? You know, did you grew up with portraits on your walls?

(ALLOW FOR RESPONSE)

IT MAY BE SOMETHING LIKE, "Well, no, my mom always said bla bla bla, bla bla." And then he might say something like, okay, so he loves it, you know, but it's too big.

If it's too big, it's just going to feel uncomfortable. So does that feel true?

(ALLOW FOR RESPONSE)

So how about we do this? How about, you know, we find a happy medium, where it's big enough, you know, to have the impact it's capable of, which means people feel something when they when they see it.

But it's not so big that it makes you just want to leave the room. How about we do that?

AND THEN GO FROM THERE

IF THE CLIENT HAS A GIFT CERTIFICATE BUT THEY WANT TO LEAVE BEFORE THE ORDERING SESSION IS COMPLETE

I have a few more details to finish.

I’m sorry but we won’t be able to honor the gift certificate and complete any portraits if we can’t finish these last few items.

ADDRESS IT
What is it that is feeling so funny, when you look at these?

(ALLOW FOR RESPONSE, maybe "He looks so awkward.")

What is it that you're seeing that feels that way for you?



IF DAD HASN'T BEEN INVOLVED UNTIL THE ORDERING SESSION, AND HE'S MAKING FUN, THEN ADDRESS IT

I get it. I know, this is -- you know, you've never had this experience before. But this is really important to MOM (or YOUR DAUGHTER).

So you don't have to be here for this. But if you are here, then we're going to take a look at these seriously.

So it's clear how Samantha feels about these, Mom and Dad. How do you feel about these?

Is the most important part of this experience to NOT SPEND anything? If we make this decision purely by what it costs, we can’t care what it looks like.

(IF THEY ARE PRICE SENSITIVE, SHIFT THEM TO A WITH LOVE SESSION)

I understand.
Some clients come to us and are just are not interested in wall art. They only want a few prints, or maybe even one image for a Christmas Card, or to replace an print in a frame they already own.
Things like these are a better fit for our WITH LOVE sessions. It has package pricing. So it sounds like our WITH LOVE session is just a better fit right now.

So we will get that scheduled for you.