Untouchable Shots

Dear all: I received a 1 star review from this client and I am writing a detail summary regarding only the facts of the situation because the review rating doesn’t properly reflect the professionalism of my company. Client Tiffani Rodriguez reached out to my company regarding photography and videography services on February 7th, 2019. After back and forth communications I sent over a draft contract for the client to review. The client reviewed the information, agreed on what the written information outlined and signed the contract February 10th 2019, with the photography services to take place on June 22, 2019 ---132 days before the contract date of services. Regarding contract change order – as articulated in writing in line items Number 1 that all changes to the client contract must be revised in writing before the request to be added and or changed. Five days before the clients wedding day, they were asking for my personal information ((Drivers Licenses # and DOB)) for clearance on the Andrew Air Force Military base. Unfortunately, this information was never asked for up-front (within the 132 days of when the contract was signed for) and when I found out about it, I gladly provided the information, however, the information was provided one (1) day late of the cut off time which was never shared at the time of the request, the client never indicated that if the information was not provided at a certain period of time I wouldn’t be given access to the location. After the client informed me that the information was provided too late; I asked what was next and I didn’t get a response from the client at all. On June 22nd – I wasn’t able to appear onsite to take the pictures because of the situation of the last-minute request. As they say – the devil is in the details and after digging around – I learned that the military base Standard operation procedures is to collect all driver license information of all guest visiting the base – this could have been completely avoided and now the client/customer is taking out there negligence and giving us a 1 star rating. The client had my contact information because it is at the top of the signed contract and should have called due to the sense of urgency/ sensitivity of the last-minute request. We were proactive on the front in and did a stellar job on what information we had line-of-sight too.