--- it's so great your kids need your attention right now and I want you to give them what they need. How about I give you a call back at 4?

oh! Are you driving?

What time are you going to be home? I'd love for you to safely get home to your family and we'll talk then.

This can definitely wait! I'll call you again at X time (whatever time they said they will be home), sound good?

Oh, absolutely! We can certainly proceed with just the children. However, we just won't be able to redeem your gift certificate as it is for a family session. Is that ok with you?

(ALLOW FOR RESPONSE - most likely they will want to proceed with a FAMILY SESSION so they can use the gift certificate)

IF THEY AGREE THEN GO TO THE NEXT PART OF THE SCRIPT.

IF MORE ENCOURAGEMENT IS NEEDED TO MAKE SURE MOM AND/OR DAD ARE INCLUDED SAY THIS:

One thing I would maybe have you consider is what this will mean to your children down the line... I say that because every week I have some client come in and say "we are doing a family portrait because when I was growing up, my mom (or my dad) never liked having their portrait done, and so I don't have a single portrait with my parents, and I promised myself I would never do that to my children.

There is just such emotional equity in doing a portrait with the parents in it. You are communicating to your children through art just how important this team we call "family" is.

Did you have a portrait growing up with your dad in it?

(If they say YES:) What does that portrait mean to you? What loss would you feel if you didn't have that?

(If they say NO:) What would it have meant to have a portrait with you as a child with your dad in it?

HOPEFULLY, THAT WILL GET THEM TO AGREE TO BE IN THE PORTRAIT WITH THEIR CHILDREN. IF THEY AGREE, GO BACK TO THE SCRIPT.

IF THEY STILL HAVE NOT AGREED AND NEED EVEN MORE ENCOURAGEMENT, SAY THIS

I want you to understand WHY we want the portrait to be of the WHOLE FAMILY - it's because if it isn't, when your children have this portrait, what they will ALWAYS notice first is that someone very important is MISSING. Portraits of family are more important than ANY of us in this MOMENT can truly realize, and they send a message of what matters for decades to come. The question really comes down to, what gift do you truly want to send down the line for your children, and is that something their father or their mother should be excluded from?

(ALLOW FOR RESPONSE)

(IF THEY STILL DON'T AGREE)

IF THEY JUST DO NOT WANT TO BUDGE ON THIS, THEY WANT A PORTRAIT OF JUST THE KIDS:

I understand. The thing is that photographing just the children is not an option. If you will look at the terms and conditions we do let people know that we treat everyone the same, that this session is a family portrait and that to use the gift certificate the whole family has to be photographed, and all the decisionmakers need to be present at the session AND at the ordering session. What I can do is take a session fee of $500 and we can go ahead and get the session with just your children on the calendar. How does that sound?

IF THEY SAY NO, then clarify by saying:

It sounds like this just isn't a good fit for your family right now, but do keep us in mind if you want to create wall art of your family. That is what we specialize in and we'd love to do that for you.

FIRST ANSWER: Sure, I would love to give you that information but first I need to ask you a few questions. How does that sound?

(ALLOW FOR RESPONSE)

If they are agreeable, continue on with the Script.

If they are not agreeable, or they say a variation of their original question, you can THEN AND ONLY THEN use the SECOND ANSWER below. (You must try the First Answer first.)

SECOND ANSWER: Your certificate will cover the session and a gift sized portrait without having to pay any more. However, I want to be honest with you. We are amazing portrait artists and are going to take some incredible portraits of your family and you are going to WANT to buy more! Everyone who comes to us loves their portraits and chooses to purchase more than their gift certificate. Is that OK?”

(ALLOW FOR RESPONSE)

If response is YES, continue on with the Script.

Thanks for letting me know. Normally, what we do is book your dates and send your gift certificate out with your welcome packet

How does that sound?

---Oh, that's not a problem at all. We have a record.

---Oh wow, now I've spoilt your surprise.

However, now that I have you on the phone, congratulations on winning one of our Luxury Gift Certificates valued at $XXX.

So, tell me, who would you LOVE to bring to your photography experience?"

Well, it's really exciting. What you've won is a studio portrait session with us, as well as a fine art portrait with full artistry, for a total value of $1000.

While that's a terrific size for a gift print, many of our families find they want larger wall art when they come in -- there is no obligation, but our clients LOVE what we create. So we will take you through our process just like a regular client so that we can create the perfect art for the walls in your home.

How does that sound?

The choice is all up to you and you don't have to make any decisions until you see your portrait choices.

Also included with your session experience is:

...your planning session with Mindy, the portrait artist, on the phone, where you'll plan your vision for your session together,

and of course, the portrait session with us,

and then a cinematic presentation of your best portraits, as well as a specialist design consultant who is going to show you through the best portraits from the day and help you choose amazing artwork for your home.

How awesome is that?"

(ALLOW FOR RESPONSE)

FOR A ARTIST PROJECT/CONTESTWINNER GC: You have 10 days in which to claim your prize and actually book in and schedule a date, and that date can be scheduled within six months - (so once they pay a booking fee, they have six months to use it)

I understand. Right now, our calendar is not open that far out.

We do have a 10 day expiration to claim your prize. We can extend your expiration until we open more dates. Would you like to do that?

(ALLOW FOR RESPONSE)

Great! All of our sessions have a holding fee to hold the dates and times when you book.

To extend your gift certificate until more dates are open, you have the option to pay the $150 refundable holding fee NOW. When we open more dates, this puts you at the top of the call list and gives your family the first choice of dates.

As soon as the calendar opens, I would contact you to finish our conversation, choose the date and get your portrait session added to our calendar. Would you like to do that?

(ALLOW FOR RESPONSE)

Wonderful!

By PAYING the holding fee, you're agreeing to KEEP this appointment. - and it protects us from last minute cancellations and no-shows.

The holding fee is returned to you at your ORDERING SESSION, either TOTALLY refunded or put towards a purchase if you choose to purchase more than the gift certificate.

We do ask that, should you need to reschedule, you give us 14 days notice of that. With that notice, your holding fee goes with you to your new date. The only time the holding fee is not refundable is if you just don't show up, and for permanently cancelled appointments.

So are we putting it on your VISA or a Mastercard today? (DROP DOWN TO "COLLECT PAYMENT" for the LINK TO THE PAYMENT FORM)

Our gift certificate says right on it that it can't be transferred so that would forfeit the gift certificate.

ARTIST PROJECT/CONTEST: That's because it would be unfair to the others who did enter and didn't win

AUCTION CLIENTS: That's because we want to make sure that our clients have chosen us and love what we do. It should be a blessing, not a burden.

So, have you seen our work and how do you feel about it?

Great, then let me take you though the process and we'd be happy to have you in the studio if you'd like to come in...

You know what, mom?

I can hear it in your voice that you would really really love this... but it also sounds like we need to wait for the right time... together...... tell you what...

You hold on to that packet you received from me.

We will make a note that you can use it anytime in the next 12 months, so when YOU'RE ready, just know that we're here for you to hold your hand through your Portrait experience - it really is life changing!

-Oh, fantastic. That would be awesome. We would love for that, too.

What we have is for every piece of artwork that you purchase, we provide you with a social media file all sized and ready for you perfectly for the screen so you don't have to do any more work on them. They are ready to Go. How does that sound?

How does that sound?

"Oh, that's fantastic! One thing that we have designed specifically for that need for people who are wanting to gift their photos to relatives and potentially send them overseas are gift prints. They come in a protective folder so they are protected and packaged to be sent overseas in a standard size so they easily can find the frames for them. that way you would be able to give them the photographs that you know they will love.

How does that sound?"

-We actually archive everything that is purchased on three servers, at the lab, backed up to cloud and a back up on the server, your portraits are safe.

If you ever want to have it reprinted we know we have them stored for you - also our commercial labs guarantee what we order, too. We are guaranteeing that in many different ways. And we know that files can corrupt, so if we were to give them to you on a USB or a disk that is quite possibly going to be damaged, or corrupted in the future, the only way that we can guarantee if you do take that archive that it will actually work is for us to have copies. But if you purchase the copy on disk then we no longer have that archived because it is then your responsibility, so we decided it was actually safer for us to do that. How does that sound?

We only archive what you have purchased because it costs money and time so we are only prepared to do this for what clients value. By purchasing the portraits they love , then clients are telling us what they actually value

You know, I had a friend who backed up his family photos on a 5.25 floppy and his mother decided to label it with a post it note with family photos and then a staple through the post it note so that it wouldn't come off - can you imagine? He lost all of their family portraits!

technology changes and fast we don't know what you will be able to read but we have you covered CD's aren't even going to have anything on them past 3 years

How does that sound?

Oh, did you know we design custom made albums and we do all of that for you. We create a beautiful album professionally designed. You can choose the portraits so you will have your very own album, that is beautifully made. The best thing is that because they are professionally printed from one of our printers, they are museum quality so they are rated to last 150 years quality so your grandkids won't miss out on knowing who they look like! The album will last long enough that they can actually compare.

How does that sound?

-I understand

The thing is that we're just sticklers for quality. Like we spend so much time designing these portraits, we want to make sure that we don't fall short at execution, we want to uphold our end of the responsibility for your investment.

So it would be like going to Mortons and you order, you know, something off the menu, and the chef sent out a plate of ingredients, and said, Make it yourself.

That's what we liken giving you a digital file to because you're gonna take that digital file to a Costco or an online printer or whatever, they're not calibrated to our work, you know, it's an hourly employee sending things through a machine.

We are Portrait Artists, and that's just not how we want our work finished, are represented. And we know that we can't then guarantee it, because we don't know the materials that they're using. And a lifetime guarantee is VERY important to us.

-Can you help me understand: Are you saying that the only thing you want is JUST digitals? Why would you want JUST digitals?

"I want them just to keep them"

LISTEN TO THEIR RESPONSE:

“I hear what you are saying.

Can I ask: What would you rather own - An original Monet or Picasso hanging on your wall or the same image on a thumb drive?

(ALLOW FOR ANSWER)

So art is valuable, wouldn't you agree?

We believe art of your family is really priceless because it will be around long after the memory is gone.

We feel that Art is worthy of and meant to be displayed. That is where you will get the most enjoyment, from having it on the wall and therefore the most bang for your buck.

The old adage "Out of sight, out of mind" comes to mind.

We decorate our walls with things we cherish...wall portraits are always within sight and as such; the family/pets/friends/loved ones are always on our mind.

I don't know about you; but in the quiet moments of the evening or early morning, I catch sight of a portrait on my wall of a cherished person and talk to them...reminisce or just share thoughts as if they were right with me in person.

The wall portrait is a tangible way to keep someone "close-in-spirit".

A cd in a drawer somewhere just doesn't offer the same instant gratification...the images are "out of sight and out of mind".

We are a full-service studio so we specialize in the experience and finished products. What we do is to create one-of-a-kind artwork for our clients’ homes.

Honestly, once my clients see the beautiful wall art, albums, and other products available, they realize that what they really want is a way to display and share their portraits, not just digital files.

It's like every home has a pair of scissors but if you want a haircut with style, you got to a stylist, someone who really knows what they are doing -- would you ever give those scissors to your husband cut your hair?? In a similar manner, if you want something exceptional, really art of your family, you go to a professional and get professional products.

How does that sound?"

-I understand

The thing is that consumer level products may seem to be the same quality, but they are not. It's like a receipt from McDonalds - if you go back and look at it, in say, three years, the ink almost disappears -- not like letters people wrote even 100 years ago that are still around. Once they get your money, they don't care how long their product lasts, so initially it SEEMS less expensive.

We are a full service photography company just for the main purpose of giving you the best experience and the most professional finished products possible -- and also the highest quality printed, wall-sized portraits that are professionally finished. Did you know that the portraits we create are rated to last over 200 years? Not only do my pro lab prints look perfectly beautiful, but that they are at an archival quality level that IS unavailable to consumers!

What we do is to create one-of-a-kind artwork for our clients’ homes.

Honestly, once my clients see the beautiful wall art, albums, and other products available, they realize that what they really want is a way to display and share their portraits, not just digital files.

It's like every home has a pair of scissors but if you want a haircut with style, you got to a stylist, someone who really knows what they are doing -- would you ever give those scissors to your husband cut your hair?? In a similar manner, if you want something exceptional of your family, you go to a professional and get professional products

We are so very careful to make sure that everything that leaves our studio is finished only in the highest manner with full artistry on canvas. The only time any client can see our work without full artistry is when they are in the studio looking at their proofs. It is a way we protect our image. It’s also a way we show respect to both you and us, because we will only give you something if it is our absolute best." ___________________ OR

Oh, thank you for asking, but that's not a product that we offer.

We are happy to print as many as you want. That is why our clients come to a professional - it's what we do. We create everything for you because we specialize in custom designed artwork and everything that leaves the studio is fully finished, the highest quality and ready for you to enjoy.

It's similar to getting something from a designer, like say Prada or Versace. You wouldn't even think of going to them and asking them for the pattern and the cloth just because you have a sewing machine because you are going to whip it up yourself

So in a similar way, we create art of our family - that's what we do - we make sure the quality is the highest available for professional photography and that we use the best labs, labs that are not available to the consumer.

And the other thing is that statistics show us that no one is printing their digital files any more - they are just so busy!

We used to sell just digitals but we sent a survey to 50 clients and of the 32 clients that responded, only 2 had indicated that they printed anything larger than a few gift prints for family.

Our typical client values quality artwork to display and enjoy every day, and pass down to your children". That's why we have gone to great lengths to make sure that everything we produce is archival and rated to last over 200 years with normal use.

The real value of what we do will be in the portraits of your family that you'll see and enjoy every day on your wall, the album that you hold your children on your lap and look through and treasure the memories as they grow up, and then they will do that with their kids. Those are going to be the things that bring you the most joy, not digital files that will live and die on your computer.

How does that sound?"

REPLY WITH: IF YOU DO NOT (SIMPLE): Here at Ever After we specialize in Fine Portraits that are museum quality art. We begin the process with our hands and end with our hands. A digital wouldn't fulfill our purpose. Our purpose is that your two year old daughter is going to have an heirloom portrait that we created now and that you can gift her on her wedding day - that'll never happen with a digital file. I know that on her wedding day, you are not going to just go throw your phone on the gift table with your digital photos. My purpose is that you be able to put something beautiful in her hands to start her family legacy on the first day of her new family, something that lets her carry your family to her family, that is fine art, hand printed by the artist, that can't be done in a digital. Oh, no, I’d never SELL you just the digital but I’d be happy to GIFT it to you when you purchase wall art because I know you want to enjoy it on your phone or computer. We don’t sell just digitals or digital packages. We focus on printed products that you can enjoy in your home and on your walls and see every day. How does that sound?

IF YOU DO NOT: We have a very prestigious brand that we are obsessive about protecting. We never let portraits leave our studio without full artistry so that everything that leaves are studio properly represents us. It's that same obsession that will also drive us to create a masterpiece for you. Though we start with a photograph, this is more like commissioning an original art piece for your home.

OR IF YOU DO: "Absolutely. May I ask what you want to use them for?

_______________________________

I understand why you might want a price list and we used to send them out but we found that people didn't understand what the products were so they didn't understand the pricing - for instance, have you ever seen a portrait box or wall art that has a steel or ice finish?
CLIENT: NO
Exactly. That is the problem we were running into. Most of the time, when people are asking for a price list, they are trying to determine what they might want to spend. So what we do is before you are ever photographed, we create custom wall concepts for your walls and go over the price range, based on the finish you choose. Our products start at $500 and go up from there.
How does that sound?

Well, that's really going to depend on what you want in the end. So what I'd love to do is just find out a little bit more about you so that I can get a really good sense for what it is that will be perfect for you. That way, towards the end, I can give you a much better idea of what you would be likely to spend with us. How does that sound?

(ALLOW FOR RESPONSE)

Okay, so first of all, let me find out: Who would you love to bring along?

---Absolutely -- you are going to love the portraits so much you won't HAVE to - you will WANT to spend more money than you gift certificate!

But just to reassure you, there is no REQUIRED purchase, so what you spend is up to you and you are only going to buy what you love.

What we talked about is something that i truly believe you will love to have. But we definitely have other options and you''ll be able to see them at your portrait session

OR THIS:

Linda, I’m so glad you understand the value and importance of a portrait like this! Yes, although you do have a certificate that will cover a small portrait, we often see our families investing $1500, 2,500, even $3500 or more to have handcrafted collections created to decorate their walls, so you definitely might want to budget some extra so you can get something you love in an appropriate size for your home!

I'm glad you asked. We do have SOME options available. Although I will say we are not a regular studio - so we understand what WE do isn't for everyone. Our portraits are more of an art piece so we specialize in wall art portraits in various finishes but logistically we don't offer art for your wall in that small of a size. We DO have gift prints available and Mindy will explain more about that in your planning session by phone. How does that sound?

"What if I just want smaller prints?" No problem, we do have options for that and Mindy will discuss that more with you during the planning call.

HOW MUCH DOES IT COST FOR SMALLER PRINTS?

Our pricing menu starts at $500 and goes up from there.

If - Ask: May I ask how much you were planning on investing?

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

I understand - We have NO minimum or required purchase for our standard studio sessions. You only buy what you love.

If they say: "You're expensive."

Smile and say

Thank you.

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

SAY "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?

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?

Of course it would be refunded to you at your ordering session. But I would tell you that most people do choose more than the 10-inch portrait. So of course, there’s no obligation to purchase more, but we do find that most people choose to do so.

With 14 days notice, you can reschedule your session and your holding fee will follow you to your new date.

The only time the holding fee is not refundable is if you just don't show up and for permanently cancelled appointments. (PUT A NOTE THAT THEY ASKED THIS AS IT IS A NEGATIVE BUYING SIGNAL FOR CUSTOM, AND THEY MIGHT BE BETTER SUITED FOR A HUGS AND KISSES)

I completely understand why you are asking about XXXX.

The thing is that clients that seek out our studio and the artwork we create want a custom experience and value quality products. From what I'm hearing, would you say that quality or price is more important to you?

(ALLOW FOR RESPONSE)

IF THEY SAY PRICE:

I understand. Since you are more budget focused, I would recommend that you check out J.C. Penney's - they are one of the few studios left in the area for those that are more budget oriented.

Yes, we are expensive, isn't that why you moved forward with 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 daughter/sons 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 all my other 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

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

CLIENT: Oh I didn't know you'd do that! That changes everything.

If they say It's too much money say:

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 "“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? If you change your mind about a regular session, do let me know and I’ll get you on my calendar.

OR "I thought this was a free gift"

RESPONSE 1: Oh we do this with everyone, regardless of how they came to us. Because we can only take a limited number of sessions, we just need this holding fee to secure the appointment. It is totally refundable at your ordering session.

OR FOR WEEKEND: It can be 100% applied to your order at your ordering session.

(Any reasonable person will understand this. If they don't, let them go.)

OR RESPONSE 2: Yes, 100 percent it is free! Your certificate does cover a 10" portrait with full artistry. Our Holding Fee is 100% refundable at your Ordering Session.

There is no obligation to get anything else past that. You can just come in and get that.

I do feel like I need to let you know though that most people that visit our studio, they just absolutely love the portraits from their session and they love the idea of getting more portraits and feel like it's the perfect opportunity to get a beautiful portrait and update their family portrait.

So I wanted to make you aware of that so that there are no surprises when you come in.

(If they come back with anything past that, you don't want to work with them.)

I NEED TO CHECK YOUR PRICES. WHAT DOES IT COST?

Our eight by 10s are $500. Our wall portraits start at $1500. Our portrait boxes start at $2500.

But because you were chosen, I'm going to offer you some specials and some bonuses. So you won't pay full price for anything.

But I can't really tell you what your total is going to be until I know what you want. But that's where the prices start.

IF THEY SAY "THAT IS OUT OF MY REACH"

I understand. That's fine. Keep us in mind for next time

I understand. Was there a budget that you were trying to keep to?

(ALLOW FOR ANSWER) "$900 is what we are planning on spending"

(ALLOW FOR ANSWER)

Thank you for sharing that. We do have options that will fit within that range, and you will learn more about those options on our planning call.

Just out of curiosity though, how did you happen to come up with that number?

(ALLOW FOR ANSWER)

Can I ask: Why are portraits valuable? (She wants them to tell her why portraits are important)

I heard a statement recently:

"Value is always long term," "Price is short term."

It's like, any car will get you there, but those that value quality and safety won't test drive a KIA, because it has the lowest safety rating.

In a similar way, any camera will take a picture, but some people want exceptional photography.

Some are okay with an iPhone photo or a CD, just like some drive a KIA. They still have a picture, but the QUALITY differs, the EXPERIENCE differs and the VALUE differs.

We feel that 25 years from now, when your child has left home, portraits of them when they were so small they still fit in your hands will really be priceless.

There is no right or wrong -- it's what's important to you.

As far as the investment, we want you to have pricing that is fair and accurate, so we use snapshots of your walls. During your Design Session you will see custom designs with a range of pricing based on the size and finish. But I can tell you, yes, that you will love the portraits so much you will want to spend in the thousands not hundreds.

How do you feel about that?

OR

This is what we offer to our clients so they get the best experience possible. But if it's not for you, it's ok and we understand that we are not for everyone.

I guess you can tell that we may be a little more than you expected. Would you like to come in for a consult?

My job as a professional is to create more than you will ever be able to afford - otherwise your choice would be limited and you would be just like those other photographers.

Others have been in your situation and they found it helpful for us to sit down together and plan out a strategy for them to have what they decided was important.

Would that be something you would find helpful?

(yes)

The next step will be a planning call with Mindy and she will discuss those options with you so you will know what your investment could be.

How does that sound?

Here's the thing Leslie, 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, and will most likely love to see it in a larger size than the gift certificate 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 drivers 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?

I completely understand that you have a budget you have to stick to, but I can tell you right now that for someone who is professional, ,very experienced and can give you the type of portraits that you love, you will not find someone to do that for (X) amount of dollars.

With the type of photography that we do and the how custom it is, we are not able to do it for that price.

If budget is more important to you than the quality of your artwork and your portraits, I am sure you can find someone who is starting out in photography or a college student, that could maybe do you as an example but you will probably not find a professional who has the experience of how to pose you, Photoshop the images so they look artistically beautiful.

And of course, the main reason that the CD photographers exist is because they don't have the experience to create products of high quality - they want their money and be done with you with no guarantees of standing behind their work so they don't offer products.

So let me ask you right now, is it more important still for you to keep within that budget or are these portraits more important that they look the way you want them to look, and be of high quality, so that you love them?

IF THE PORTRAITS ARE MORE IMPORTANT THAN YOUR BUDGET, I'M SURE WE CAN WORK SOMETHING OUT. If you fall in love with them and have to have them, we have an excellent lay away plan that's interest free.

OR

“Price is an important consideration. So I have some context: How much research have you done on what a typical investment is for a product/service like this?”

"I hear you. The best products are often more expensive."

"Okay. So which part don't you want?" (What you're telling the buyer is that price is inextricably linked to value. So if a buyer doesn't want to pay full price, they won't be able to get the full value.)

"Have you ever bought a similar product or service before?" (Another possibility is that the prospect has an inaccurate idea of what this type of product or service costs -- perhaps because they've never purchased it before. With this question, you can clear up their misconception.)

"When's the last time you bought something based on price alone?" (Again, no one likes to feel cheap.)

“[Prospect’s name], I would rather apologize for the price today than for the lack of quality and your unhappiness forever. Now, let’s not let a few dollars keep us from doing business together.”

"Thanks for your honesty. How much were you thinking of spending?" (The prospect's answer will reveal whether they're in the right ballpark or playing in a completely different state. This response also turns the conversation back on them, so they're forced to take a stand or admit they were bluffing.)

ANSWER:

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 say: I have a budget of X say "Fantastic, during your planning call, Mindy will discuss what clients typically end up choosing, and of course, we do have other options. I think you'll fall in love with some of our heirloom quality items like our custom designed Wall Art groupings."

I don't want you to come into this experience and see these photographs that you love. You are going to see about 50 portraits and I will tell you, it's going to be really hard to just choose a few prints and love the others but not be able to afford them. That would be a disservice to you.

So let me ask you, what are you thinking budgetwise that you wanted to spend on your portraits?

(ALLOW FOR RESPONSE)

You sound like a better fit for one of our special events. That is something that is discussed on the planning call, but just know that we do have other options.

I understand -- it sounds like you might be a little unsure about moving forward.

Some know they want to work with us, but concerns about how much they are going to spend holds them back.

Others are just not sure if the artwork we create is the right fit for what they are looking for.

Which of those two would you say most describe how you are feeling right now?

(ALLOW FOR RESPONSE)

-------------------------

Sometimes people are unsure because they have concerns about how much everything is going to cost -- they may not feel prepared for how much they are going to have to invest to have the fine art portraits they wanted. Is that a fair statement?

(yes)

Others have been in your situation and they found it helpful to see the designs that create so they can decide what is important.

Would that be something you would find helpful?

(yes)

That is part of our process - you will understand more about how the Design Session works during your Planning Call, and that will help you know more about what your investment would be.

How does that sound?

IF THEY ONLY WANT THE FREE PRINT:

Honestly, the Portrait Artists at Ever After are AMAZING and they will definitely take some incredible portraits and you ARE going to be tempted to buy more. I mean, who wants to go to a photography studio that only takes ONE good photo? I don't. You guys go to so much trouble to get ready, there SHOULD be a choice even if you do see everything and you decide to only get the one.

Most of our clients normally purchase more because they love the portraits that are created. If this isn’t something you are super excited about right now, we totally understand. We would love to give your prize to the next person in line and work with you in the future when it works better for you.

Would you maybe like to talk with your husband and get back to us if you want to schedule?

RESPONSE:

Oh my gosh, if it were up to men, family portraits would NEVER happen! I don't know about your husband, but most men would literally want to do ANYTHING else besides this. But YOU understand how important this is, and that's why you entered. Let's make sure this happens for your family. The next opening I have is...

IF THEY STILL SAY THEY NEED TO SPEAK TO THE HUSBAND

You know, I understand...if it is that much of a concern, then you should definitely talk to your spouse! I definitely want to make sure it's on your husband's calendar.

The thing is that without the holding fee, I can't guarantee the dates. Other families are calling in, so it is likely that these spots are going to be gone. I'd hate for you to lose your $1,000 gift certificate. What I can do is put you on the calendar for the (TIME) on (DATE), take your holding fee, and if you get home tonight and discuss it with your husband and you need to change something, call me back tomorrow, and then we can apply your holding fee to a different date that we can find in common. But this gets you on my calendar. Our appointments are filling so quickly and I don’t want you to miss out. Would that work?

(On Confirmation – RUN THE CARD)

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.

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

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

RESPONSE: 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?

To which I answer, "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.

I understand how you feel. With the magic of Photoshop 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 few times more that you loved her any less? I'm going to bet that our children feel the same way about us.

RESPONSES: JUST SUPPOSE we could create Wall Art, really a group of artistic, emotional portraits or 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?

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?

HOW IMPORTANT are these photographs to you?

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

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

How LONG WILL IT BE before you do this again?

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 planning 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 have had clients who have put it off and then were never able to get that one last family portrait...

I had a friend and his wife wanted a family portrait - they kept putting it off...he went in for minor surgery and died on the table.

So whatever you do, don't put it off - I strongly urge you to capture today's memories, as we are not promised tomorrow

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

We used to allow for one reschedule due to a sick child, but what we FOUND was that ANYTIME someone wanted to reschedule LAST MINUTE, they just pull out the "SICK CHILD" card. They really didn't consider that we could NO LONGER fill their time slot and we have to PAY staff for an empty time slot, so we incur EXPENSES.

Our reschedule rate statistic was 20 TIMES the NORMAL sick child average!

Think about this: this: Would you get a refund or raincheck if your child was sick the day before you have tickets to a Broadway show? A concert? The Ballet? A cruise?

(ALLOW FOR A RESPONSE)

For THAT reason, 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.

With 14 days notice, we will reschedule and your holding fee will apply to your new date. But we understand that an emergency can happen, so we are aware of that.

FEEL FREE TO ADD:

“I understand ... we have families, too. That’s why we need to be 100% sure, as our staff are missing time with their families to come to work for yours”

OR I only have windows OR I have art already hanging

REPLY WITH:

I understand.

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.

So I would suggest that you walk through your home, and you might be surprised at the spaces you find to take snapshots.

If they say:

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

REPLY WITH:

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!

Oh my god, you live in a tree house!

(PAUSE AND LAUGH) I've always wanted to be in a tree house. Where do you live?

(ALLOW FOR RESPONE)

You're in (WHATEVER CITY THEY TELL YOU) in a tree house?

(ALLOW FOR RESPONE)

And here's the thing. Our most popular portrait size is the same width as a standard size doorway in a home so it will work.

All joking aside, let me ask you this: If you we fortunate enough to be gifted an original MONET or RENOIR, do you think that you would be able to find a place to display in your home?

(ALLOW FOR RESPONE)

Absolutely! And that is because of the VALUE of that portrait. 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?

REPLY WITH

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

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 to take snapshots.

Most though when the 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.

I understand. I know sometimes it's hard being a military family, because not only do your 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 rental 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 GC 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.

For those that are not sure at this point, I suggest coming in for a brief consult. The benefit to you is that you can see and touch examples of what we offer and we could meet in person.

That's what I would recommend.

I have X day and time and X day and time -- which of those would work better for you?

(ALLOW FOR RESPONSE)

So just so you can prepare, I would love it all the decisionmakers come. My in person consults last 25-35 minutes and are adults only.

Just to let you know, at the consultation, you will have all of the info you need to make a decision to move forward. The session fee is required to reserve the date which you can pay at the consultation.

SET THE DATE - IN PERSON CONSULTATION

What grades are your kids in? Those are such fun ages.

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

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, Weekends are just so full right now, I don't have any options.

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

Or what most of our parents to 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 the girls out of school early, or perhaps take them a bit late one day.

Friday is actually out most popular session time because most of out clients make it a family day and spend the day together or they take their kids out of school a little bit early on a Friday. Nobody gets anything done on Friday afternoon so it’s easy. So how about the 3:30 time on March 15? Do you think you can make that work?

Well, you could, XXX, but look, I don't have many session times left before the fifteenth and if I can't confirm this for you right now, unfortunately, you'll probably lose this opportunity to be involved. Our session dates and times are first come, first served.

I would love to hold it for you, but honestly things move so fast, I would hate for you to call me tomorrow when you’re set on the date to find out it was booked by another client.

So why don't we do this? Why don't we lock this into the calendar. And we can do the fully refundable holding deposit now and if by tomorrow, when you've checked your schedule if you feel you can't do that date or time, then for whatever reason, just call us back. If you need to switch dates I’ll make a special note in your file that you are allowed to switch dates during the next 24 hours. How does that sound?

So what card would you like to pop that on?

Well, you could do that, but if you do, these spots are going to be gone. I'd hate for you to miss out or lose your $1,000 gift certificate. if I can't confirm this with you now, Jane, unfortunately, you'll lose that opportunity to be involved. Our session dates and times are first come first served.

So why don't we do this? Why don't we get you booked in so that you don't miss out. And we can take that fully refundable holding fee today and then if by tomorrow, once you've spoken with your partner, if they feel like they don't really want to be involved and do this experience, then that's fine. Just call us back tomorrow. And we'll be able to refund that money back to you. and we'll take you out of the calendar but at least this way we've got you booked in, so you don'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, Jane?

IF THAT DOESN'T WORK:

This is going to be such an amazing fun, experience and you've already told me how much Joe adores the kids. So why don't we do this - book it in, let's surprise him and treat him to a really fun day out with his family that you'll all never forget. Now we'll even treat him to a beer while he's here at the ordering session. How does that sound?

Let's get you booked in so that you don't miss out.

IF THAT DOESN'T WORK:

I understand. I'd like to find a way to book you in, so you don't lose $1,000 gift certificate or lose your place in our project. The gift certificate does expire so I want to make sure that we get you in before the expiration date.

"That's absolutely fine Jane, is it the date that you needed to confirm with him?

(Y/N)

I do need to let you know that we only have a few sessions left for this month & I would hate for you to miss out as I know how much you want to do this for your kids. What if I was able to find a time later in the day so that your husband can make it without rushing?

Then if you talk to your partner tonight, and he just doesn't want to come or doesn't want to be involved in, then call us back tomorrow morning, and we'll cancel or refund or whatever, or move it or reschedule.

What does your husband do?

Client Answers: He works…

That does sound busy! You must be really busy with the kids, too with him working so hard. (acknowledge her problem) How long has it been since you’ve had a family portrait?

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? (going in late, leaving work early, whatever fits the situation).

OR…

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 why not having him there seems easier.

The thing is that when your children have this portrait, what they will ALWAYS notice first is that someone very important is missing.

Portraits of family are more important than any of us in this moment can truly realize, and they send a message of what matters for decades to come.

The question is, what gift do you truly want to send down the line for your children, and is that something their father should be excluded from?”

I completely understand! For those that have expressed similar concerns, what we have done for them is what we can do for you - we can pick a date two months from now. That gives you a specific date on the calendar. In the event that your session cannot be held in two months on that date due to continuing concerns over the CoronaVirus, we will again move your dates forward, set new dates and your holding fee will move with these dates. We want to photograph your family so we will remain flexible.

Right now is a scary time for children, they are very unsure of the world, and the most important thing, we as adults can do is bring a little certainty, and bring family back to the center of what is important.

For this project, we stop shooting at the end of XXX (NEXT MONTH) and all I've got left is one space or two spaces this particular Friday, which one suits you best?

Friday is actually our most popular session time because most of our clients make it a family day and spend the day together or they take their kids out of school a little bit early on a Friday. Nobody gets anything done on Friday afternoon so it’s easy. So how about the 3:30 time on March 15? Do you think you can make that work?

Well, what I can do is put you on a waitlist. And you know maybe if something comes up, which it very rarely does, and it would most likely be at shorter notice but we could put you on a list to let you know, would that work?

"I understand. I'll hang on so you can just go get it."

(ALLOW FOR RESPONSE)

And if they say no, no, I'll call back

No, that's fine. I don't mind waiting - I'd hate for you to miss out on this.

(ALLOW FOR RESPONSE)

"The thing is that I can't hold this date and time without the fully refundable holding fee. I've got more people that I need to call today. So that space is probably going to be gone by this afternoon or at the latest tomorrow. So if you don't want to miss out, I'm going to need to confirm this with you now. I just, need to find out when you have you credit card so I can schedule a call back at another time. So is your card at home? Is anyone at home that you can call? I'll wait, I don't mind waiting, I'd hate for you to miss out. I know how much you will love this experience.

No problem, you can certainly call us back.

THEN SAY:

"I want you to know that I understand - you don't know me - I would of course, encourage you to check our 5 star reviews to show that we ARE a professional business.

Since we've already taken the time to choose your dates...really the holding fee holds those dates for you and it is due now.

What I could do is...would it help if I sent you a link so you can pay securely online?

(ALLOW FOR RESPONSE)

(If they say yes. say:) Great, I'll send you the link. Do you think there would be any reason you couldn't do that in the next 24 hours?

(ALLOW FOR RESPONSE)

Okay. Great. Now, just so that you understand -- I know we picked dates, but PAYING THE HOLDING FEE is what HOLDS the dates.

WE JUST CAN'T GUARANTEE THE DATES BECAUSE OTHER FAMILIES ARE CALLING IN. IN FACT, I HAVE CALLS SCHEDULED RIGHT BEHIND YOURS - BUT IF YOU PAY IT RIGHT AWAY, HOPEFULLY WHEN WE LOOK AT THE CALENDAR, YOUR DATES WILL BE AVAILABLE.

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 prize.

You just have to call us on this number within that one-month time period and we will 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, I CAN'T PAY UNTIL I GET PAID:

SOLUTION A, if we are booked out X number of weeks in advance, and we don't want a lower average, so we will send them the Holding Fee Form to pay online themselves when they can, making sure they understand that NO DATE is being held. Receiving their holding fee simply holds a slot on our calendar. We will contact them when we see the holding fee payment come through. SO SAY THIS:

I understand.

I will send you a link so you can pay securely online. Now a session is not guaranteed for you until we receive payment of the Holding Fee, just so you understand.

When we see your payment come through, we will reach out to schedule.

How does that sound?

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

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

THEN GO TO AIRTABLE.

Find this person's photoshoot.

Copy the link from the HOLDING FEE LINK field (or the HOLDING FEE LINK (WEEKEND) field if applicable).

Open JustCall.

Text that link to the person.



SOLUTION B, if our calendar is not as full as we want it to be. OR our ASSOCIATE PHOTOGRAPHER'S calendar is not as full as we want it to be (anyone who has to wait until payday to pay the holding fee is most likely going to be a WITH LOVE session), THEN SAY THIS:

I understand.

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 tell me when to charge it, what date, the day after payday probably.

We can go ahead and schedule it, you know, to be run on the day after payday.

How does that sound?

IF YES, THEN SAY:

Great! Let's go ahead and get you all set. (TAKE THE CREDIT CARD INFORMATION. TYPE IT INTO THE ?????? FIELD. 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.

How does that sound?"

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

IF THEY SAY NO, OR THAT DOESN'T WORK, OR ASK "Can I just pay it on that day (payday)?", THEN SAY:

I understand.

I will send you a link so you can pay securely online. Now a session is not guaranteed for you until we receive payment of the Holding Fee, just so you understand.

When we see your payment come through, we will reach out to schedule.

How does that sound?

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

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

THEN GO TO AIRTABLE.

Find this person's photoshoot.

Copy the link from the HOLDING FEE LINK field (or the HOLDING FEE LINK (WEEKEND) field if applicable).

Open JustCall.

Text that link to the person.

1. Oh I knew there was a catch!

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. (WEEKEND: or will be applied as a credit to your order at your ordering session.)

This is is merely to hold your appointment space 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 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 form WHILE WE'RE ON THE PHONE TOGETHER.

That way we can make sure everything went 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.

THEN GO TO AIRTABLE.

Find this person's photoshoot.

Copy the link from the HOLDING FEE LINK field (or the HOLDING FEE LINK (WEEKEND) field if applicable).

Open JustCall.

Text that link to the person.

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

I understand.

I will send you a link so you can pay securely online. Now a session is not guaranteed for you until we receive payment of the Holding Fee, just so you understand.

When we see your payment come through, we will reach out to schedule.

How does that sound?

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

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

THEN GO TO AIRTABLE.

Find this person's photoshoot.

Copy the link from the HOLDING FEE LINK field (or the HOLDING FEE LINK (WEEKEND) field if applicable).

Open JustCall.

Text that link to the person.

I understand. Believe it or not, some people reserve the date and time and then 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 images decades from now, you'll be glad you invested in a high-quality photographer who uses 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."

• "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."

• "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."

• "It's kind of strange to have a conversation about taking a pay cut before the job has started. 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."

• "Oh, I'm sorry to hear that. Well this is a luxury item and I certainly wouldn't want you to forgo food on your table in leu of a luxury item. Just give me a call when things improve and you are able to invest in your portraits."

RESCHEDULING LANGUAGE:

“Sarah, would you mind terribly if we put our 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?”

That's great. But that's not what this is about. They really are invited to just come as they are. And the reason why I choose black and darker colors is because it kind of makes the clothing disappear.

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 from our Terms and Agreement, a Holding Fee would be forfeited completely when an appointment is altered within 48 hours of a session, If you have COVID, you may reschedule without loss as long as it's outside of the 14 day period We will apply your Holding Fee to a new session day and time as long as you choose an appointment within three weeks time. Please note that if Covid does require that you reschedule, you will forfeit your holding fee if you cancel or reschedule after that, which means that you would need to pay a new holding fee to schedule a session on our calendar.

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.

ADDITIONAL - DO WE WANT TO USE THIS?

then say: I talked with the parents about this in advance and mentioned that families in the past had expressed regret that they had involved the children because the appointment took so much longer than it would have otherwise.

These are purged after your order is delivered, because we’ll have taken care of the portraits that are important. So if there still some - if these that feel important to have, we should go ahead and take care of them now. Which ones where you thinking of?

"“Oh wow, I'm so sorry to hear that. Which part of the appointment did you feel pressured, so we can look at the recording?”

"I am so sorry you felt like you got caught up in the pitch. We have always felt we have a sophisticated clientele that would not agree to anything they did not want to do and it would be disrespectful to you for me to suggest that was the case for you. As you agreed to, there are two ways we can proceed. 1. Let us see through your eyes so we can correct the artistry and get it to be exactly what you need or... 2. We will be happy to schedule a retake and focus on the things that is of concern to you. When you have decided which option is best for you, please let us know and we will be happy to proceed accordingly."

THE ORIGIINAL ISSUE We do pretty well with client satisfaction in general but this week we have two clients who have completed their payment plans and were sent proofs of their 40" paintings and they are not happy with the results. Complaining about clothing, posing, etc. Things that they knew about before purchasing but moved forward anyway. Also things that we have gone to great lengths to fix during the proofing process already. One client will most likely come back to the studio and reshoot because of her clothing but this other is very unhappy and refusing to do that and is now saying she regrets everything and was caught up in the "pitch". Classic buyers remorse. What do you do in this situation?? They won't approve the proof, is refusing to come in... so we are at an impasse. With volume of clients comes a higher volume of customer service issues. It feels a bit like whack a mole sometimes.

NOTE: Nena, we are doing nothing but zoom sales since late last year. Our averages actually increased and even though pullbacks were uncommon from face time face sales (1 or 2 a month), we’ve had only 1 or 2 in 6 months. And both of those kept their sale after we asked them “which part of the appointment did you feel pressured, so we can look at the recording?”

Most session funds have been people who cancelled/tried to reschedule last minute. They clearly agreed to the terms on the phone call, and deny it later.

Our policy to refund them as soon as they push vs just ask.

Make sure to tell them 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.

ISSUE-BACKSTORY

I would love some advice. We had a viewing meeting last night for a senior session and it started off great. 25 image box with 2 + 10 add ons. She sees the price and it was the throw up moment. We were ready and helped her navigate it and got her to a 25 image box and she was happy. By the way the Dad hasn't been involved in any of this. This morning she emails us that her husband is not happy with the price she spent and how can we get it down more. So we explain we will have to take out the extra 5 images we gifted her and she will have to take out another 9 images to get down to the 16 mark. She's happy and wants to do that. Then tonight we get an email saying once again she wants to take it down to the 8 pack. I want to cry now....

SOLUTION

I have good news for you! There's a chance this can be saved. I had a very similar situation and believe it or not, the sale was not only restored to the original but actually THE SALE WENT UP!

Here's how I handled it...

First up, keep in mind that to cut this deep, you are going to need to meet again.

Use this opportunity to (finally!) get the husband involved!

**************** SAMPLE SCRIPT: "I'm here for you! I want to make sure this purchase feels good for you and your family. I am on your side to make whatever changes are needed.

"At this point, we'll need to get back together so that I can hear your feedback about which images to cut and which to keep. I was thinking this would be a good time to show your husband what we picked out too! We've already done the hard stuff of going through ALL the images. We'll just need a couple minutes of his time to go through the final picks. Since your goal is to cut down to just the essentials, it would be very valuable to hear his thoughts too.

"When would be a good time that I could stop by when he's available?"

END SCRIPT ***************

When I got to the client's house and sat down with BOTH of them, it turns out the mom's fears were all wrong. The dad actually loved EVERYTHING she had picked out. In fact it was he who nudged her to restore one of the wall art orders she had previously left on the cutting room floor.

It's one thing in theory for a dad to say cut. But when he sees the images, he might just change his tune.

Good luck!

Give it one more try and see what comes of it. Worst case scenario, you've got yourself a $1500 sale!