A wedding finishes at midnight. By Tuesday there are three messages asking whether any photographs are ready, and the couple are not being unreasonable, they are excited and they have no idea what happens next.
The photographer is four weddings behind and has not told anybody what the timeline is.
Publish the turnaround at booking
In the contract, in the confirmation and on the site. A range in weeks, by shoot type. Clients who know it is six weeks stop asking at week two.
Example conversations
These scripts use information a photographer might publish. Your answers should come from your own pages.
Client: When will we get our photos? Assistant: The delivery page shows the turnaround for each type of shoot and explains what happens in between, including the preview sent within a few days. Could you tell me the shoot date so I can pass on a query about where yours is?
Client: Why does it take that long? Assistant: The page explains the process, including culling and selecting from the full set, editing to a consistent standard and the final gallery preparation. It also explains the queue during the busy season and how that affects timing.
Client: Can we get a few early? Assistant: The page explains the preview sent shortly after the shoot and what it usually contains. Anything beyond that depends on the schedule, so I can pass the request on. Could you tell me whether there is a particular reason you need something sooner, such as an announcement?
Send a preview quickly
A small set within a few days. It costs an hour, it satisfies the impulse to see something and it buys weeks of patience for the full gallery.
Explain what editing actually involves
Culling from many hundreds of frames, selecting, colour work and consistency across a set. Clients imagine a filter and a few minutes.
Publish the seasonal reality
Turnaround in July and in February are different. Saying so at booking, and again at the shoot, prevents a client comparing their wait to a friend's.
Explain the gallery arrangement
How it is delivered, how long it stays available, whether it can be downloaded, whether it is password protected and what happens afterwards. Clients lose galleries and ask two years later.
Publish the archive policy
How long files are kept, whether a re-download costs anything and whether originals are retained. Clients assume forever and are sometimes right and sometimes not.
Explain what is included and what is extra
Number of edited images, retouching beyond standard editing, album design and prints. Clients expect everything they saw on the back of the camera.
Say what happens with rush requests
Whether an expedited delivery is possible, what it costs and how much notice. Someone needing an image for an announcement will pay.
Commercial clients have different needs
They are covered in usage rights and licensing questions from commercial clients and delivery, editing and usage questions clients ask.
Waiting is easier when it is explained
The same honesty is argued in waiting time and first session questions from new clients and answering service area questions.
Getting started
Publish your turnaround by shoot type, the preview arrangement and your archive policy, then answer delivery questions at any hour. SpideyChat for photographers answers from your published pages. Try SpideyChat on your own site, or read about answers on the features page.