Signature Assistant ... , Apr 27, 2009; 11:50 a.m.
Looks like I've been saving my thoughts for one single day!
It's obvious now that for brides and grooms having all of their images on cd is very important, therefore making it very valuable. The clients that we do have that make this purchase are always told to have their own backup of their images, we tell them this but any normal person would assume that since you paid so much for somthing you would automatically back it up on your own.
My situation, a client had her cd, used her cd, all files where good and opened correctly. Now she can't open one of the folders, therefore not seeing her images. We don't know what she could've done, she didn't back her images up anywhere.
Would you charge for the replacement? I guess I'm using the theory of, if you bought a shirt from the store, and lost it would the store replace it for you?
Rob Bernhard 
, Apr 27, 2009; 12:04 p.m.
In the time it took you to post this you could have burned a new CD and sent an email telling her she could pick it up.
This seems like a no-brainer.
Aimee Pieters , Apr 27, 2009; 12:06 p.m.
You should "happily" replace it. What's to be gained by not doing it or charging her again? She's going to tell everyone what an A-H you are. And for what? A 50 cent disc?
What's to be gained by doing this happily? A satisfied customer whose "behind" you've saved. If you want to take this a step farther, make 2 and have her keep one elsewhere. Perhaps you out to make 2 each time and put some type of label on the archive disc....-Aimee
Signature Assistant ... , Apr 27, 2009; 12:09 p.m.
We did give her the cd. I was just curious if anyone had any method they follow. This is the first time we've had this. It is a product you've created and has a high value...besides the albums and possibly prints what is on that cd is what you are paid to do.
Matt Laur 
, Apr 27, 2009; 12:11 p.m.
I guess I'm using the theory of, if you bought a shirt from the store, and lost it would the store replace it for you?
But they didn't by a shirt. They bought services, and the CD is just one, small, inexpensive, easy-to-remake manifestation of those services. The value is in your presence at the event and the images themselves. The media on which the work is stored is worth less than the postage to send it along.
What's good word of mouth worth in an industry that's almost entirely about good will and reputation... a dollar? Two dollars? Yeesh!
Jon Rennie , Apr 27, 2009; 12:11 p.m.
I would be surprised if more then 25% of B&G's backed up their cd of images. I charge a fee for additional copies of the disk (since i do mine up real pretty) so I would just charge that fee. If I had to go dig into a few years ago's hard drives (I keep a year or two current on my local hard drives) to get the files to put on the disk again, I may be inclined to charge a little higher.
Aimee Pieters , Apr 27, 2009; 12:15 p.m.
Jon,
You should find a better way to increase sales.
I view an opportunity here for really CHEAP advertising and good will....-Aimee
Jen Lambert , Apr 27, 2009; 12:52 p.m.
Aimee, I sort of agree with Jon. If you don't put a value on something, ie charging for the disk and for the replacement of the disk, it has no value for the person receiving it. I'm not saying charge an arm and a leg, but I would have it priced so that if it is the fourth time a customer comes to you asking for a replacement, you can choose to charge them.
For instance, lets say a replacement disk is charge at $50. If it is the first time, or a good customer, you can invoice out the charge. $50 fee, $50 credit for first replacement. It reminds the person that it isn't free to burn a disk, especially if you have to go years back to get the images. It also reminds them that this is something of value, not just a "50 cent cd."
People think that since everything is digital, it should be cheap. It isn't. My time isn't. Having to replace the disk I gave to couple should be charged out. Discounting it on the invoice, or not charging, is each photographers discretion, but I think value should be placed on the disk itself.
David Eckmier , Apr 27, 2009; 01:07 p.m.
your customer paid you how much for the photography? and now you're debating charging them for a 26 cent disc and two minutes of your time? if your bottom line is so tight that you can't afford to burn a complimentary copy of their pictures again, you might want to rethink your business strategy.
Aimee Pieters , Apr 27, 2009; 01:16 p.m.
Jon, Jen and others,
I understand what you're saying.
My original comment was to give them 2 initially and mark one of them as an archive CD or backup. So why not do that and let them know that it's X dollars if they need a replacement?
But apparently it wasn't quoted upfront and now just isn't them time to make up a charge that will only issue bad press.
It's all about nailing these things down initially and living with what was done or wasn't done with the past....-Aimee
