CLOSING TIME

A number of years ago we received a complex studio assignment from a client that had been absent from our billings for quite a while.  For one reason or another, this Art Director had linked up with another studio.  It happens.

There were a few props that I had to acquire for the shoot the next morning, including a professional quality mechanical pencil.  After sourcing a drafting supply store, I quickly drove there, arriving just before closing time.  The young clerk on duty eyed me suspiciously as I browsed the display counter.

“Can I help you?” she asked sternly.

“I sure hope so” I laughed.

When I found the item that fit the concept, I said “May I see this pencil please?”

She reached under the counter and passed me the box, announcing point blank:

“We close in 5 minutes…..just so you know” Translation: If you haven’t made your decision in 5 minutes, we’re throwing you out of this store.

Unfortunately, I bought the pencil.  What I really felt like doing was handing her back the

box with the comment “Oh….I’m sorry….well, I won’t take any more of your time then”

and walked out the door, listening for the click behind me.   But time didn’t allow me to stand on principle that day.

That particular employee deserved to be reprimanded by her manager, for Reckless Customer Service.  A Felony.  Did I ever return to that store?  No.  Refer another customer? Nope. They went out of business about a year later….for reasons unknown.

Meanwhile, the next day in the studio, the Art Director and I worked passionately on the shot list.  We were having fun and creative energy filled the room.  It was well past 5 O’Clock.

Now…. follow this conversation:

AD: “Gosh, look at the time!  I’m so sorry to keep you late.”

ME: “It’s no trouble….we have to get this shot, right?

AD:  “Cool, thanks”

ME:  “Why don’t I order a Pizza?”

AD:  “Perfect…..I’ll buy!

Was this client impressed?  You bet they were! … not only with the shots, but also with our service. Did they book another job?  Yep, the following week.

I rest my case.

© 2009  Written for PhotoCoach International by Terry Robertson, MPA

17 November 2009

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