Dealing with gear issues during a client shoot. How can you ensure smooth communication and delivery?

Having a pre-shoot checklist can be invaluable. Beyond charging batteries and formatting memory cards, consider carrying spare cables, a backup camera body, and other essential accessories. It’s also helpful to familiarize yourself with troubleshooting steps for common issues your gear might encounter. Investing in gear maintenance tools, like a sensor cleaning kit, can also save the day. By staying proactive and prepared, we can make sure that any hiccups are quickly resolved, allowing us to focus on delivering the best possible results for pur clients, even when things go wrong.

Always prep for the worst. Have extras of everything and be ready for a change. Clients might have a new idea they way to try so you must be ready (yes, knowledge is more important than gear but you’re ready you won’t need to improvise). Talk to your client, set expectations early and if possible ask if there’s any new information or inspiration. They will love your openness and nothing will surprise you last minute. Communication will always be your biggest asset.

Backups are a time saver. Having backup gear/cameras/lights will not only give you piece of mind, but also ensure a smother shoot. Stuff happens, gear fails, things get broken. If you have backups then you can keep shooting with very little downtime. Save the repairs for your off time.

Know your equipment and have backups ready! Whenever I utilize a new piece of equipment, I make sure it's tested before an important event. Trying it out at simpler events, on my own time and reading through manuals to gain as much knowledge as possible. It's one of the many reasons why renting gear can be susceptible to these problems - unfamiliarity. Then when all else fails, have backups at the ready to change out as quickly as is possible.

The backup plan of course includes simple items like extra charged batteries, cards in-case they get full or have errors as well as extra accessories such as lenses, flashes or transmitters. But a step further is a backup kit - I often have a backup camera which is an older model, typically this uses the same accessories so items can be easily swapped and used seamlessly. Usually this backup kit is either with me, stored away nearby at the venue in a secure location or, worst-case-scenario, hidden away in my vehicle if it's near and convenient. In the case of critical events like a wedding or event shoot - the gear would be stored as close as is possible to reduce the time it takes to switch over to the back up plan.

I think it is also extremely important to be thinking of clear communication before the actual shoot. For example, if you are working with a tight budget and can't afford the ideal equipment setup needed to match the creative brief, discuss this with the Client as to not set unrealistic expectations. And of course, do your best to offer creative solutions to get the best outcome given the constraint.

Quand un problème pareil est survenu, n'hésitez pas à communiquer à votre client avec honnêteté et transparence ce qui vous arrive , ne parlez pas jargon technique mais essayez plut?t d'expliquer les choses avec conviction pour que votre client soit plus réceptif à vos réponses. Vous jouer aussi sur l'aspect à ce que vous essayez de faire votre maximum pour résoudre le problème au plus vite possible et dans les délais accordés. Il est crucial de clarifier les choses dans telle situation car votre client a un calendrier à respecter et de telle sorte vous devez instaurer ce climat de confiance.

Enfrenta los problemas con calma y profesionalismo. Mantén una actitud positiva y tranquilizadora para tranquilizar al cliente y al equipo.

I agree, honest and open communication is what builds trust and rapport. My clients know me as goofy and lighthearted during a session, which means when I come across an issue I explain it in a way that highlights everything is under control but things happen. My favorite phrase is “gotta love technology, things are still happening even in 2024” because it usually creates a funny moment. Sometimes I even say that maybe it’s me and my “brain” because working with grads and families it’s important to keep the laughter and also highlight that no one’s perfect. I’ve found that really helps them feel more comfortable in the session

If something happens, take a moment and let the client know you need to fix something. Grab your backup gear and get back to work as soon as possible. Communication with the client is key here. People don't mind waiting a minute if you let them know you need to grab a backup piece of gear when something goes wrong. They'll appreciate the fact your prepared.

There's a benefit to doing a shoot in a studio with a rental house connected to it and I always recommend that option to clients. I have backup gear (even analog options) but strobes are normally rented. Despite having rented or used a client's high-end models, I still have had a couple of instances where the shoot was disrupted by an unresolvable issue. The place that rented the strobes agreed to deliver a replacement unit, but time was lost waiting for it. Doing a shoot in a studio with an attached rental house would have been easier since we could have simply walked up and asked for a new one.

If you're renting equipment - add some time to that rental if it's something new you're not familiar with. If it's going into a clients cost, explain your reasoning. You'd rather be familiar and ready with your rented equipment, than holding up the process in troubleshooting!