Delivering the Original Images

Dear Jasmine,
On June 28th I shot my first wedding. I was the head photographer and I had a second with me. The day went fine except for the occasional “bridezilla” moments that actually popped up quite a bit, but nothing I couldn't deal with. After I edited the images (I gave her a total of 382 images), [she] demanded that I send her ALL the originals. I'm really shaken and I don't know what to do.

We met once for coffee to discuss the wedding and I wasn't able to explain what my expectations were for the wedding because she didn't give me time… In our email correspondence, I did say that she could have the originals but I was thinking original meant the edited picture without my logo on it.

Do you have any advice on what to do? I know prevention is the key but since I've messed up on that what should I do now?
Sincerely,
Shaken, Not Stirred

Dear Shaken,
Prevention is key, but first things first: step away from your computer and take 10 deep breaths. No, really, do that now. – – – Okay, now that you're back, let's face the facts: you told your client she could have the original files. Regardless of what you thought she meant, there's no disputing the verbiage. In light of this, you must deliver. Going back on your word will make this situation much worse.

It's time to buck up, edit the photos, and send them to the client. Will this take a long time? Will this be frustrating? Will this cut into your profitability? Yes, yes, and yes. But remove your emotions from this business transaction and follow through.

Moving forward, be sure to have your clients sign a document outlining exactly what they are getting in your services (hourly coverage, estimated amount of images, form of digital negatives delivery, etc.) in addition to a contract. And I know it goes without saying, but any time a client requests “all” the images, carefully explain a wedding photographer's culling process and how many images you normally deliver given the wedding day coverage.

Don't be shaken after this experience, just learn from it and do what you need to make things right with the client. You got this.
Ten Deep Breaths,
j*