Common Complaints from Customers

Below you will find two types of customer complaints, pre/during the session and post-session. 

Pre/During Session:

Q: I know you took many more pictures during the session. Where are the rest?

A: My first recommendation is to start each session by setting clear expectations; the photo shoot will last 15-20 minutes, your gallery will have about around 25 images for you to purchase, etc. You want to avoid letting the parents go through ALL of the images that you captured because they will want to go through every single one, one by one, and they will not understand why we have a limit of 25 images- they will want all of them. You can always use the phrase, "As a professional photographer, I chose the best images for you. Not all of the photos we take turn out to be flattering or usable." 

Q: Why are you so expensive?

A: A good response to this question is, "There is no obligation to purchase. We are contracted with the hospital, and they cover your sitting fee. The convenience with us that we do everything right here in your room, so need to to schedule photographers in advance or have to worry about going somewhere in a few weeks to get photos done. We have packages for every budget and you can always buy online later, but at least we get these memories created for you, today."

Q: I just showed my client their pictures, and they complained that you could see the hospital equipment in the background. What do I tell them?

A: Although you try your best to keep the photos as clean and straightforward as possible, it is normal for equipment to be seen in the background -- you are in a hospital. Our goal is to tell a story with the pictures. Part of the baby’s story is the hospital environment where they spent their first days of life. That is something we document on purpose, as we want families to have something to look back at and remember those first moments they spent with their new baby. However, always try to focus on the baby and have various images that document the environment while capturing the baby simply and beautifully. Make sure trash and personal items are not visible. That is not something you want to remember. And remember… lifestyle photography isn’t for everyone, and that's okay. This is why a good mix of lifestyle images and some portraits make a well-rounded gallery.

Q: My client wants me to replicate their first child’s gallery. Where do I begin?

A: This usually isn't possible unless they can show you the pictures from their previous session. Even if they have those images, they must remember that every session is different because every baby is different. Try your best. Ask them to show you samples of the images they want. Set clear expectations that you will try your best, but you can’t make any guarantees. Have backup poses they like in case the ones they set their heart on don’t work. 

Q: I returned to show my client their gallery, and they said they wanted to pick the photos themselves. I told them I had chosen the best ones, and now they’re upset. What do I do?

A: The most straightforward explanation is brand control. You’ve been taught what is and is not up to WelcomeNewborn standards. Having control of the images that are available for purchase keeps the quality of our work consistent throughout the country. The images you edited and uploaded to their complimentary online gallery were the best from the session. Anything else you didn’t upload was either not as cute as the ones you chose or, for some reason, maybe it didn’t turn out. My suggestion is to set the client’s expectations when you’re explaining the process of their baby’s first photo shoot. This way, when photographing, they will understand that although you’re taking many pictures, their gallery will have about 25 images.

Q: My friend had pictures taken at such and such hospital, and her photographer used a basket. Why don’t you have one?

A: Every hospital policy is different. Their friend’s hospital may allow the photographers to bring baskets; however, for safety reasons, we cannot bring in props into certain hospitals, but we will be more than happy to use what the parents bring. 

Q: I don’t like my pictures. Can I have a re-shoot?

A: No. Each client receives one complimentary photo shoot. If you have concerns about the quality of your images, please get in touch with your Division Manager. 

Q: The photographer didn’t bring any props.

A: With WelcomeNewborn, props are optional depending on hospital policies, but we can use the parents props if they bring some.

Q: The photographer didn’t use all the outfits I brought.

A: We can certainly try our best to accommodate all the outfit requests; however, we may not have time to use every item the client brought due to time restraints. We advise parents to pick their favorite two outfits. 

Q: I wasn’t shown the prices before the photo shoot. I wouldn’t have agreed to do the photo shoot if I knew they were that expensive.

A: The photo shoot is complimentary, and we strive to have packages for every budget. Although we hope you love the photos and want to purchase them, there is no pressure or obligation to purchase them. If you do not purchase, you still have a two-week online gallery to view and share with your family and friends worldwide. We aim to photograph all the babies and create a fantastic family experience. 

Q: I wanted to schedule a time for pictures because the rest of my family, including my other child, would get to the hospital in the afternoon. The photographer said that wasn’t possible, so I lost the opportunity to have pictures taken with my family. 

A: The newborn baby is the star of the photo shoot, so your session will focus on your new baby. We do not schedule appointments because our schedule is constantly changing, and we cannot wait for family members to arrive to start the photo shoot. We can always try to work with the parents IF we will be available, but cannot go out of the way to accommodate later shoots if we will not be at the hospital already. 

Q: I ordered prints but don’t like how they turned out because they’re cropped.

A: The photos are shot in a 4x6 ratio, the most popular size, which means the photos need to be cropped to fit a different size. You’ll notice more cropping on an 8x10 because it has to be blown up more to fit the larger size. Editing in Darkroom in 8x10 will give you a preview of what that cropping will look like. 

Q: I downloaded my images and see they’re only 1.8MB. Wasn’t I supposed to receive the high-resolution file?

A: A good-quality picture doesn’t have to be a huge file. We look at the pixels and dimensions to ensure the best printing quality. If you have concerns about the quality of your images, please contact Customer Service.

Post-Session Issues (I) and Solutions (S) (emails/calls into Customer Service):

I: Misspelled emails 

S: You cannot double-check patients' emails enough- please double and triple-check that all of their information is correct. 

I: Misspelled Birth Announcements/Mugs

S: Again, please double-check all of the information BEFORE submitting an order. 

I: Misspelled Shipping Address

S: This goes back to triple-checking the information that the patients supply- if needed, plug the address into Google to verify the address. 

I: Incorrect items are sent/missing items on order

S: Double check with the parents that the order is correct when you place it. If you are unsure about the order, go back into the room. When placing the order in the Dashboard, have the patient read over the order to verify. 

I: Photo quality

S: We strive at WelcomeNewborn to provide beautiful, professional photos to capture these memories for our families. If you are struggling to provide photos that are within that standard, please reach out to the Training Manager for guidance. We want to provide quality photos that families cannot just capture on their phones.