We do not offer refunds on any services unless they are our fault (such as we didn’t show or another major mistake). Up to date we have never given a refund and while we don’t plan on it, here are some common questions agents pay ask and how we can resolve them:
Client: I don’t like the pictures, can I have a refund? CREM: Hey AGENT NAME, thank you for sharing your feedback. I want to ensure you that I’ll take wonderful care of you! Do you mind me sharing what you are unhappy about?
Then from here you can find out were any photos blurry, crooked, need re-edits, or something was missed. It never is “the whole gallery is bad”, it’s something they didn’t like and that we can fix. From here you’ll find a way to make it right. Here are a few examples of what they might say back and where to go from here:
Client: I don’t like the angle captured in the living room. Here is what I was hoping for: they send a picture.
CREM: Thank you for sending that to me! I’ll make sure that you’re taken care of. Can we go back out INSERT DATE/TIME to capture that image for free? Is there anything else that didn’t meet your standards that we can fix while we’re out there?
Client: Nope that’s it, thank you!
Then go and schedule “25 MLS Photos” and put the notes in the order comments for a specific photographer on the date/time discussed. Say something like “agent didn’t like bathroom angle, get this angle instead and mention not all 25 photos are necessary.” You can send the picture they requested in Slack. Use the code “RESHOOT” to make it free. Make sure the entry method is the same (lockbox, agent, owner).
Client: I don’t like how cluttered the counters and bathrooms are in the photos.
CREM: Thank you for sharing that feedback! I want to make sure that you’re taken care of. The property must be ready to shoot when we arrive and our reshoot fee is typically $149 but I can waive that for this time. When can you ensure the property is photo-ready by? Then we can find a time to go out and reshoot the home!
If there is any pushback or attitude over the standard reshoot fee then notify a team lead. If they are submissive and respectful then go and schedule “25 MLS Photos” and put the notes in the order comments for a specific photographer on the date/time discussed. Say something like “agent didn’t like bathroom angle, get this angle instead and mention not all 25 photos are necessary.” You can send the picture they requested in Slack. Use the code “RESHOOT” to make it free. Make sure the entry method is the same (lockbox, agent, owner).
Client: You missed a shot of the half bathroom
CREM: Thank you for letting me know, I am sorry about that! We will take care of that and reshoot it for free. How does insert time/date work for us to go back out there?
Book “25 MLS Photos” and put the notes in the order comments for a specific photographer on the date/time discussed. If they don’t have a virtual twilight go ahead and add one onto the order and add to the order comments for them to reshoot the front of the house (which is for us to edit a virtual twilight).
If it was our fault and the agent is insisting on a refund then contact your supervisor. If we did our job and they want a refund (but they are unhappy) then contact a supervisor to handle it.
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