What to Say When a Client Doesn't Like Their Photos (Scripts That Work)

Every photographer dreads this email:

"Hi, we got the photos. They're... not really what we expected. Can we talk?"

Your stomach drops. You thought the session went great. You delivered beautiful images. And now they're unhappy.

What do you say? How do you fix this? Can you even fix this?

Let me walk you through exactly how to handle this situation—from immediate response to resolution.

First: Take a Breath (Don't Respond Immediately)

Your first instinct is probably defensive:

"What do you mean you don't like them? These are great photos! I spent 6 hours editing!"

Don't send that.

Seriously. Close your email. Step away. Take 30 minutes (or a few hours) to process.

Why?

Because emotional, defensive responses make everything worse. You need to respond professionally, not reactively.

What I do: 1. Read the email 2. Feel all the feelings (frustration, confusion, defensiveness) 3. Take a walk 4. Return with fresh perspective 5. Respond professionally

This 30-minute pause has saved me from sending regrettable emails multiple times.

Step 1: Acknowledge Their Feelings (Don't Defend Yet)

Your first response should focus entirely on understanding their concerns, not defending your work.

Bad response: "I'm sorry you feel that way, but these photos are professionally edited and meet industry standards."

This is defensive and dismissive. Even if you're right, you've just made the client feel unheard.

Good response:

"Hi [Name],

Thank you for letting me know. I really appreciate your honest feedback, and I want to understand exactly what's not working for you so we can address it.

Could we schedule a quick call (or if you prefer, you can reply here) to talk through your specific concerns? I want to make sure we get this right for you.

I'm here to help and find a solution.

Best, [Your Name]"

Why this works: - Acknowledges their feedback without being defensive - Shows you care about making it right - Opens dialogue instead of shutting it down - Doesn't assume what the problem is - Professional and calm

Step 2: Understand the Specific Problem

Often, "I don't like the photos" means one of these things:

Problem Type #1: "I Don't Like How I Look"

What they say: "The photos just aren't what I expected."

What they mean: "I don't like how I look in these photos, but I don't want to say that directly."

This is the most common issue. It's not about your photography. It's about their self-perception.

People see themselves differently than cameras capture them. Angles they think are flattering might not photograph well. Expressions that feel natural might look stiff.

How to address it:

"I completely understand. Looking at photos of ourselves can feel different than we expect. Can you help me understand what specifically you'd like adjusted? For example:

• Are there specific photos where the angle or pose isn't flattering?
• Is it the editing style (colors, brightness, etc.)?
• Would you like me to select different images from the session where you feel more comfortable?

I'm happy to make adjustments so you love these photos."

Then offer: - Different image selections from the session - Adjusted editing on existing images - Specific retouching if reasonable

Problem Type #2: Editing Style Mismatch

What they say: "These don't look like your portfolio."

What they mean: "The editing style isn't what I expected based on what I saw."

This happens when: - Your portfolio shows heavily edited fashion work but you delivered natural family photos - They expected bright and airy, you delivered moody and dark - They saw one style on Instagram, but your actual delivery style differs

How to address it:

"Thank you for clarifying. It sounds like the editing style isn't matching your expectations. I want to understand exactly what look you're hoping for.

Can you share: - Specific examples from my portfolio that represent what you wanted? - Photos from other photographers that show the style you prefer? - Specific editing aspects you'd like adjusted (brightness, colors, contrast, etc.)?

I'm happy to re-edit the images to better match your vision."

Then: - Re-edit in their preferred style - Send 2-3 examples before redoing entire gallery - Get approval on new style before proceeding

Problem Type #3: Technical Issues

What they say: "Something's wrong with the photos."

What they mean: There's an actual technical problem—images are soft/blurry, exposure is off, colors are wrong.

This is rare but fixable.

How to address it:

"I'm so sorry to hear that. Let's figure out exactly what's wrong. Can you point me to specific images that have issues?

Are the issues: - Focus/sharpness problems? - Exposure (too bright/too dark)? - Color accuracy? - File quality when downloaded?

Once I know the specific issue, I can re-process the affected images immediately."

If it's truly your error (you delivered out-of-focus images, wrong exposure, etc.), own it:

"You're absolutely right—the focus is off on these images. That's on me. I'm pulling alternative images from the session that are sharp, and I'll have a revised gallery to you within 48 hours. I apologize for the oversight."

Problem Type #4: Wrong Expectations Set

What they say: "We expected more photos" or "We thought we'd get X."

What they mean: There's a contract/communication mismatch.

This is a communication failure, not a photography failure.

How to address it:

"I want to make sure we're on the same page. Let me reference what was outlined in our contract:

• Session package: [details]
• Number of images: [quantity]
• Editing style: [description]
• Delivery timeline: [date]

It sounds like there might have been a miscommunication about [specific issue]. Let's talk through what you were expecting vs. what was outlined, and see how we can address the gap."

Then: - Review contract together - Find middle ground if reasonable - Stand firm if they're requesting far beyond contract - Offer small upgrade/addition to meet halfway

Problem Type #5: Vague Dissatisfaction (No Specific Issue)

What they say: "I don't know, they just don't feel right."

What they mean: They can't articulate the issue, but something feels off.

This is the hardest to fix because there's no clear problem.

How to address it:

"I understand that feeling. Sometimes it's hard to put into words what's not quite clicking. Let me ask a few questions to help narrow it down:

1. When you look at the images, what emotion do you feel vs. what emotion were you hoping to feel? 2. Are there specific images that feel better than others? 3. If you could change one thing about the collection, what would it be? 4. Is this about the photos themselves, or about how you feel seeing yourself/your family in photos?

Your honest answers will help me understand how to make this better for you."

Step 3: Offer Specific Solutions

Once you understand the problem, offer concrete solutions.

Solution #1: Re-selection

"I have [X] additional images from your session that weren't in the original gallery. Let me create a secondary gallery with those alternatives, and you can select different favorites if you prefer."

Solution #2: Re-editing

"I'll re-edit the images in [different style based on their feedback]. I'll send you 3 sample images in the new style within 24 hours. If you approve, I'll re-edit the full gallery."

Solution #3: Partial re-shoot (if appropriate)

"I hear you that the outdoor lighting didn't work as we hoped. I'd like to offer a 30-minute mini-session at no charge at [different location/time] to get images you're happier with."

Solution #4: Partial refund (last resort)

If you truly can't resolve it:

"I appreciate your patience as we've worked through this. It's clear we're not aligned on the final product. I'd like to offer you [partial refund amount] as acknowledgment that this didn't meet your expectations. I'll still provide the edited images we've discussed."

The Scripts That Actually Work

Here are complete email templates for different scenarios:

Template #1: Initial Response (For Any Complaint)

Subject: Re: Your Photos

"Hi [Name],

Thank you for your honest feedback. I really appreciate you telling me your concerns, and I want to make sure we address them.

Can we schedule a quick 15-minute call tomorrow or the next day to talk through exactly what's not working? I want to understand your specific concerns so we can find the right solution.

Alternatively, if you'd prefer to email, please let me know: - Which specific images or aspects aren't meeting your expectations - What you were hoping for vs. what you received - Any examples of the look/style you prefer

I'm committed to making this right for you.

Best, [Your Name]"

Template #2: After Understanding the Issue

Subject: Solution for Your Photos

"Hi [Name],

Thank you for taking the time to walk me through your concerns. I now have a clear understanding of what needs to be adjusted.

Here's what I'm going to do:

1. [Specific action #1 - e.g., "Re-edit all images with brighter, airier tones"] 2. [Specific action #2 - e.g., "Include 10 additional images from different angles"] 3. [Specific action #3 - e.g., "Provide revised gallery by Friday, March 15"]

I'll send you 3 sample images in the new editing style by [date] for your approval before I proceed with the full gallery.

Does this solution work for you?

Best, [Your Name]"

Template #3: Delivering Revised Work

Subject: Your Revised Photos

"Hi [Name],

Your revised gallery is ready! I've [specific changes made].

Please review and let me know if these better meet your expectations. If there are still any concerns, please let me know and we'll continue to work on it together.

[Gallery Link]

Thank you for your patience as we got this right for you.

Best, [Your Name]"

Template #4: When You Can't Meet Their Expectations

Subject: Let's Find a Resolution

"Hi [Name],

I've truly appreciated working with you to address your concerns. After our conversations and the revisions we've made, it's clear that what you're envisioning and what I'm able to deliver within the scope of our contract aren't aligning.

I want you to be happy with your photos. Since we haven't been able to reach that point, I'd like to offer [specific resolution - partial refund, discount on future session, etc.].

I'll still provide the most recent edited gallery, and I sincerely apologize that we couldn't fully meet your expectations.

Best, [Your Name]"

How to Prevent This in the First Place

The best way to handle unhappy clients is to prevent them. Here's how:

Prevention Strategy #1: Set Clear Expectations During Booking

In your welcome email: - Link to full portfolio (so they see your actual style) - Explain your editing process and timeline - Show gallery examples - Clarify what's included

Example: "My editing style is natural and timeless with true-to-life colors. You can see examples of recent family sessions here: [portfolio link]. If you're hoping for a different style (bright and airy, moody and dark, etc.), please let me know now so we can discuss!"

Prevention Strategy #2: Pre-Session Consultation

For higher-value sessions (weddings, big family gatherings), have a consultation call:

• Discuss their vision
• Show portfolio examples
• Align on editing style
• Manage quantity expectations
• Discuss what to wear, locations, timeline

The more you align before the session, the fewer surprises after.

Prevention Strategy #3: Share Sneak Peeks

After the session, share 3-5 edited images as sneak peeks.

Why? - Sets expectation for editing style - Catches misalignment early (before you edit 50 images) - Builds excitement - Gives them chance to request adjustments

If they love the sneak peeks, you're safe to edit the rest. If they don't, you know immediately.

Prevention Strategy #4: Clear Contract Language

Your contract should specify: - Exactly what's included (number of images, editing style, delivery timeline) - What's not included (prints, albums, etc.) - Your artistic discretion clause - Revision policy

Example clause:

"Photographer will deliver a minimum of [X] professionally edited images in photographer's signature editing style as shown in portfolio. Minor editing adjustments are included. Significant re-editing requests may incur additional fees."

Prevention Strategy #5: Educate About Photo Realism

Many clients don't realize cameras capture reality differently than mirrors.

In your pre-session communication:

"Quick reminder: Cameras capture us differently than we see ourselves in mirrors. Mirrors show us reversed (what we're used to seeing), while photos show us as others see us. Photos also capture a frozen moment, while we usually see ourselves in motion. This is totally normal! Trust that these photos show how beautiful you truly are."

This simple paragraph has prevented countless "I don't like how I look" complaints.

When to Stand Firm vs. Accommodate

Accommodate when: - There's a genuine technical issue you caused - You can easily adjust without significant extra work - The request is reasonable and within scope - It's a misunderstanding you can clarify

Stand firm when: - They're requesting work far beyond contract - They want extensive free re-editing because they changed their mind - They're asking for a style you don't offer - It's clear they'll never be satisfied regardless of changes

Example of standing firm professionally:

"I understand you'd like all 200 images re-edited in a completely different style. Based on our contract, the package includes [X] images edited in my signature style, with minor adjustment requests. Re-editing the entire gallery in a different style would be [Y] hours of additional work. I'm happy to accommodate this for an additional $[Z], or we can discuss other solutions. What works best for you?"

Bottom Line

When a client doesn't like their photos:

1. Don't respond immediately - Take 30 minutes to process 2. Acknowledge their feelings - Don't be defensive 3. Understand the real problem - Ask specific questions 4. Offer concrete solutions - Re-selection, re-editing, alternatives 5. Follow through quickly - Show you care by acting fast 6. Know when to let go - Sometimes partial refund is the right answer

Prevent it by: - Setting clear expectations from booking - Pre-session consultations - Sneak peek strategy - Clear contract language - Client education

Most unhappy clients can become satisfied clients if you handle it professionally, empathetically, and proactively.

Ready to create better client experiences from start to finish? Try ChosenShots for streamlined delivery that sets clear expectations and reduces misunderstandings.

Related Reading

• Photography Client Management Best Practices 2025 - Complete client systems
• Professional Photography Client Gallery That Converts - Gallery best practices
• How to Get Clients to Respond Faster to Photo Galleries - Communication strategies