I'm in a lot of Facebook groups for photographers. They're great forums to ask questions! But as I scroll through I frequently see advice that I don't think is optimal. Whenever a photographer asks how to respond to an unhappy client message, other photographers often advise 1. don't respond or 2. Remind them that they agreed to this when they signed the contract.
You should never respond to a concern of a client with "Well you signed on the dotted line so now you have to." Bringing up a contract should be a last resort. You should only bring this up if there is a court-level contentious fight about to go down.
Everything in your contract should better allow you serve your clients. It guarantees a mutually beneficial relationship. Your contract protects your clients because it guarantees that they will receive things promised. Your contract protects you because it guarantees realistic expectations for you to deliver on.
So there is no need to respond with "It was in my contract" when a client is concerned about something. Instead, go over why that part of the contract was included and how it better allows you to serve them. There's a good reason for everything included in your contract. Explain it.
Have patience and good luck :)
