As a photographer, your absolute passion is in taking photos. You’re probably so focused on getting clients and providing great quality photos for those clients, that things like customer service can get easily overlooked.
You probably get fed up with some of the questions that your clients and prospects ask, and it seems to take a good chunk out of your day just replying to all of them.
But customer service is directly linked to the experience your clients and prospects have with your business, which is linked to your success!
Why Customer Service Is Vital To Your Photography Business…
When I talk about “customer service”, I’m not simply talking about answering a few questions here and there, and trying to defuse any situations where a client is unhappy for whatever reason…
I’m talking about going above and beyond what is expected, to give your clients a ‘5 Star’ experience!
This might sound like a ‘big ask’, but it really doesn’t require much more time, and will turn the average client into a raving fan who refers you at every opportunity! Using some of the steps I’m about to outline can drastically boost your client referral rate as well as your average income per client!
The reason it’s so easy to create this unbelievable customer service, is because nearly everyone else is doing the bare minimum. They’re just trying to make sure nobody is ‘angry’, rather than making the effort to create extreme satisfaction and happiness in their clients!
How To Create The 5 Star Experience
Here’s a few brief examples of what you can do to make your clients love you and your business because of the service you provide…
- Write hand written ‘thank you’ letters, after each job, and for every referral they send to you. This creates a personal touch that is totally unexpected!
- Answer your phone whenever possible, but if you miss a call, return the call as soon as you can. Don’t leave it a day or two.
- The same goes for text messages and emails. Reply ASAP, and make sure you do it via the same service the client used to contact you. So if they sent you a text message, you should reply via text message (unless they specifically ask you to call them back)
- Give unexpected gifts. These don’t need to be expensive! A box of chocolates, a jar of lollies, a surprise slide show of their photo-shoot. Anything unexpected that would be appreciated.
- Always be on time! This is something that many photographers are guilty of… being late to a shoot. Even if a client says it’s ok, it’s usually not… so always be a little early.
- Be genuinely interested in the lives of your clients. Remember their birthday, kids names, pet names, recent holidays or holiday plans. Write it down if you must, but this creates really strong relationships with clients.
- Give advice that they don’t expect where needed. If they require a printing service that you can’t handle, then suggest a good printer. If they need a videographer then suggest one that you’re not connected with if you know a great guy. This creates extreme amounts of trust because if you’re willing to pass up an opportunity to make more money, just to make sure they get ‘the best’, then you must be an extremely honest person… and they’re right!
- Make sure everyone is included. Often when dealing with families or couples, there will be one person that does all the talking and the rest will sit back quietly. You should make an effort to engage and get to know each person. Make the feel comfortable and never push a conversation. There’s no point talking to the groom the entire time and ignoring the bride because if one of the couple don’t like you, then you can kiss your chances of a referral goodbye. This shouldn’t be ‘sleezy’ in any way, but you should genuinely want to get to know your clients a little better.
These are just a few tips to get you going. The list goes on and on and on.
You just need to go above and beyond what others are doing (which isn’t much), and your clients will LOVE you! Your referrals will go up, and your clients will be happy to spend more with you!
This isn’t just “customer service”, it’s relationship building that will result in huge business growth in the long run!
If you liked these tips or have any of your own to add, leave a comment and let us know!