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Opinions expressed are based on the Author’s own experience.
Let’s face it: it’s HARD to stand out in a photography market. You have a lot to think about: gear, Photoshop actions, pricing, profit, marketing, blogging, bookkeeping, social media accounts, websites and design.
Need I go on?
Here’s the deal, though: in order to REALLY grow your biz, you need to grow your client base, which means that you need to crack the code on what makes your clients , buzz about your amazing services.
I’ve been running my photography business, Reflections by Rosie Photography, for almost five years now, and I currently bridge my services across two states (I am currently living in Colorado and still working a few times a year in Texas). In doing so, I’ve honed in on what works best for keeping my clients talking about Reflections by Rosie, even across the miles.
Here is a list of 20 ways that I keep my “buzz factor” going client to client, years to years, and even miles upon miles:
Consistent, TIMELY communication
When a client sends an inquiry e-mail in, how long do you take to respond? Also, HOW do you first respond? Inquiries should be responded to within 24 hours, at the very longest. You can send a personal e-mail in response, too, but if you have a template that you can quickly personalize that briefly describes your portrait/boudoir/wedding experience, that will save you a TON of time and money (because time IS money!). I use 17hats to store my client information, templates and even my correspondence history in an easy-to-understand format.
The Go-to-Guide for Client Emails is a great resource for common responses to customer emails.
Read more about how to send better emails from your photography studio.
Have easy-to-understand packages and contracts
When shopping for a luxury purchase like photography, more isn’t always better. Clients are busy people, and if they can’t understand your products and packages, chances are they won’t use you (and offering digitals only ISN’T always the answer!).
Try to keep your package options for a photo session to around three, with your biggest package being the first you offer and the smallest option being sparse enough where upgrading is a solid option. Also, ALWAYS make sure that your clients sign a contract and that you can easily explain the clauses if your clients ask.
Check out these pre-written contracts created by a photography lawyer, or read more about legal issues related to your photography business.
Ask your clients to fill out a questionnaire
Whether e-mailed, online, or even mailed to and from, offering a questionnaire helps you to get to know your clients a little better and can help you be prepared more for the next step. The Photographer’s Questionnaire Library (affiliate) is a great resource.
Offer an in-person consultation
Clients want to make sure that they “click” with you as well, and they WANT to discuss their ideas for their session. By meeting ahead of time, in person, you can answer questions, troubleshoot concerns, and come up with solid ideas ahead of their photo session. Plus, you develop a rapport and trust that will be reflected in your high-quality images.
“Friend” your clients on social media
Yep. I said that. A lot of people won’t agree with me on this; BUT, by letting your friends get to know you (and vice versa), you will find that you stay on the front of their minds when the topic of photography is brought up among their friends and family.
Offer services ahead of the session that go the extra mile
Do you offer a “What to Wear Guide” to give to parents who are worried about how to dress their kids, or send high school seniors to a boutique where they can be styled from head to toe? If styling isn’t a strong point for you, do you offer amazing backdrops or sets that will get clients excited for their photography session because they are unique?
Put yourself in your clients’ shoes and get excited about what you can do for them that will, in turn, make you stand out. My “What to Wear” guides were purchased from Design Aglow.
Here’s an example you can mimic on Pinterest.
Follow Kelly Colson Photography’s board What to Wear {photography guide} on Pinterest.
Send texts/emails/reminders ahead of time to prep and excite your client
This is another idea that you can automate through programs like 17Hats or ShootQ. By sending appointment reminders, you can also send out little “tips and tricks” (such as when to cut and color their hair or exfoliate their skin) that will help them feel more confident in choosing YOU.
The day of the session, consider bringing a gift
Even a little gift card to the local coffee shop will do! Your little gift doesn’t have to be big (in fact, based on current federal tax laws, you can only write off $25/client/year for deductions), but you will make them feel good!
Have FUN during the session
If you love your job, your clients will feel it!
After the session, send a quick “thank you” text or email
You can also automate this through the above-mentioned companies to make it easier. If you want to sweeten the deal, send your clients a little “back of the camera” love by taking a quick cell phone picture of a straight-out-of-camera image that catches your eye.
Follow up the next day
Let them know that you are very excited to work on their images and give them realistic expectations for turnaround times.
Do everything within your professional capacity to maintain your expectations
One way to easily differentiate between the novices and the pros is the ability to follow through on expectations and promises. Please don’t let your business, and your clients, down!
Offer in-person selling
In-person selling does NOT have to be sales-y. It allows clients to use your professional judgment, along with their emotional leanings, to create products that are perfect for THEM.
Here is a great resource about in-person photography selling.
Only offer products that make you, and your brand, proud
Do you love canvases, but hate designing storyboards? Well, then only sell the canvases and don’t offer the storyboards! Choose what works best for you, whether it’s albums, canvases, metals, and fine art prints; or mini albums, holiday cards, and framed prints. Sell only what you LOVE, and your clients will follow your cue.
Have reasonable timeframes for deliveries and stick to it
If you promise senior announcements, save the dates, or holiday cards, please be aware of design, approval and print times.
Have packaging that makes you SWOON
How do you feel when you receive a gift all wrapped up in gorgeous packaging? Companies like H-B Photo Packaging and Rice Studio Supply offer brand-specific packaging that’s gorgeous; however, many major vendors like MPix offer add-ons for boutique packaging for a minimal cost. Spring for it. Your clients will love you for it!
Offer a referral program that people will talk about
You can offer 8×10’s, and that’s great. BUT I work with high school seniors, and they frankly don’t care about prints (their parents do, but the seniors themselves really don’t). So, I started sending them little pieces of inexpensive jewelry to thank them, and they LOVE it!
They will often Tweet or Instagram their little present, which is further marketing my brand! Think about who your clients are and what makes them “tick,” and a great referral gift will start to become clearer.
Start a mailing list with newsletters and/or exclusive offers
MailerLite offers simple templates and sign-up sheets for you to use for your business. By keeping your business in your clients’ inboxes even after their session, and OCCASIONALLY offering them deals (I offer only ONLY special per year so that I don’t start getting clients who are only “sale-shopping”), you are more likely to have them book with you into the future.
Get feedback
This sounds scary, but this can help your business grow in ways you could never have imagined. By asking for honest feedback, you can learn your business strengths, as well as weaknesses. By fixing your weaknesses, you can turn them into strengths that will help your biz grow.
Many clients also love offering feedback, which will also help them feel important. Read this article on Tips and Examples for Getting Client Feedback.
Remember the details
Birthdays, anniversaries…..be sure to recognize those! This is another reason why being friends on social media can be helpful, as a quick “Happy Birthday, Tommy!!!” can go a long way with your business relationship.
There may be a LOT of “tips” here, but they are all easy to implement. I promise. Keeping your clients on the front of your business minds will allow you to gain natural and authentic word-of-mouth referrals, as your clients will be genuinely excited about how YOU made them FEEL.
The best part about these tips: most of them are FREE! Sometimes the most effective ways of marketing aren’t those of money, but of time and authenticity.
The Importance of Exceptional Customer Service for a Photographer
The success of your photography business rests on the level of customer service you offer your clients and the interpersonal skills you possess. If they aren’t provided the best customer service, not much is going to stop them from going elsewhere to get their photographs done. They will also tell their friends and family about their experience as well.
However, if they are completely satisfied with the professional photography services they received with you, they are more likely to come back and even pay premium prices.
So, you need to come up with the right plan of action for your photography business:
- Never miss a deadline
- Exceed all expectations
- Communicate and be attentive to your client
- Welcome any and all customer feedback
When exceeding expectations, it is important to think about what you can offer your customers that they won’t find elsewhere. You should also be following up with people and thanking them even if they don’t buy anything from you or use your services.
You still want to show your appreciation, and in doing so, you are practicing great customer service, and you are lifting the client experience to a more positive place.
Finally, always remember that listening is one of the most important skills you can have as a professional photographer trying to provide good customer service. You want to focus on the client and pay attention to what they are requesting, so you can plan ahead and give them exactly, if not more than they are expecting.
The Flow of Good Customer Service
You should have some kind of flow set up to provide great customer service. For example, one year after their photo session, bring up some nostalgia. Doing so will keep you at the top of their mind for a future shoot.
About six months after their photo shoot, tell them where the photo session was shared whether it was on a blog, social media, or on a website. Tell them you are interested in another photo shoot and would love to speak to their family and friends that may be interested. This will remind them of those high-quality images you took during their last photography session and is the perfect opportunity for a referral.
About two days following their session, you should share one teaser photograph as your favorite on your social media account. Tell them that you are excited about their ordering appointment. This reminds them that you are a full-service photo studio and you are just as excited as they are about their appointment to go through the photos and order their favorites.
These are just a few of the things you can do to put your great customer service skills to work following a photo session. Once you get the right flow that works for your studio, you can then implement it with each client in the future to ensure a more positive and consistent experience for everyone.
Good customer service ensures that your client’s needs and expectations are met. You are effectively gaining loyalty, ensuring positive referrals, delivering on your promises, and providing more in the way of consistency for your clients.
