Turning up to a property to find it isn't presentable - What would you do?

Just wondering what your thoughts are on this. I arrived at a large luxury property the other day and it was fantastic but not presentable at the time. This was a job I'd quoted at 4 hours, (around 30 rooms). They were lovely people and luckily I didn't have anywhere to get to but just wondered what you would do in this scenario. Luckily the agent bought a team with him to do the stills and survey etc but it meant a lot of disruptions and constant moving of objects from room to room (making sure they didn't show up through the doorways) which meant it really held me up and took 7 hours and meant I rushed things that shouldn't have been rushed. therefore providing something with my name on it which I feel isn't up to standard.

They also didn't get the fact that I need to scan in a path and not just jump from room to room so wondering if any of you have a really good analogy for explaining this process. I've already explained this in my T&Cs and put 'the process' on my website but I'm going to write a more comprehensive guide especially for the agent.

This is a similar situation to my old job when I used to turn up to 'commission' a control panel only to find none of the wiring installation had been completed so a job that should have taken 2 hours took 12 (and it happened every time despite crystal clear instructions) Do you walk away, ask them to arrange another day or just get on with it?

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  • Hi @sitimms  This is always a tough one.  My experience is that most clients don't read the information I send them or read it on a website.  They're focused on their task and figure we'll do ours.  They also do not have an understanding of how different 3d scanning is from still photography.

    With a new client I send them the info and then follow up with a 10 minute conversation before the day of the shoot. I focus on key points such as there is no photoshopping, the camera ses EVERYTHING inside and outside, if people or pets are on site then I can't guarantee they won't be in it, delays on th esite will incur more charges, etc. 

    At the site, I show them the camera, how it operates, etc. so they get a good understanding of the different approach needed for 3D.

    Even then it doesn't always work.  When they aren't ready or have people on site I explain the problem and ask them how they would like me to proceed.  Sometimes I'll charge extra, not charge or reschedule.

  • Hello, Perhaps this line may help:

    "Its like a visit from the Queen (Prime Minister) and as they walk in and through they will see everything just like the virtual 3D scanning; 360 degree views everywhere.  You would clean and tidy up for her majesty, right?"

  • Thanks Simon - although that's not a completely flawless analogy as I'd happily clean up for our Liz but If I knew Theresa was coming round I probably wouldn't bother:) 

  • @William Robinson

    Totally agree very few people read T&C's and as you say even when you explain that its 360° and the camera sees everything I still get shocked faces and exclamations of 'Oh I didn't realise that!!'

    I really despair at time at how dense people can be. We live in a 3D world but many people don't actually have much, if any, spatial awareness.

    That said its something I've experienced throughout the 25+ years I have been involved with immersive VR and 360° simulation. I lost count of the number of people who have queued for a good while (sometimes hours) to have a session on a VR system who didn't look around and then once 'encouraged' either verbally or by a gentle push on the side of the HMD who  either fought to keep their view straight-ahead or gone 'Oh Wow. I didn't realise you could do that!'

    Your idea of the quick call the day before is a good one and probably helps in many situations but while we're still educating people I believe we need to treat everyone as being ignorant of what we're actually doing until they prove us otherwise.

    Fortunately my clients have all 'got' the concept and I haven't had any major issues apart from the odd item that needed shifting from one room to another.

    I quote a fixed day rate so I'm happy to spend several hours more than I would have hoped for and if I overrun into another day I charge the extra hours as required.

  • Thanks guys, I've just turned up to one this morning and that was completely different as it was a rescan of an old job so was spot-on (Didnt even have to fluff a cushion) The issue in this instance was that I didn't have direct contact with the homeowner (Just the agent and it was the first job) so things can easily get misinterpreted. I might ask to have their clients details so I can also them directly in future and maybe the day before isn't enough in some cases:) and I will definately be using Simon Modera's 'Queen Visit' analogy. 

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