Our clients are everything! They are why we HAVE a business, why we STAY in business and why our business continues to GROW. Word of mouth has been my greatest “BOOST” in this industry. I take INSANE pride that my “extra funds” are spent on SPOILING my current and future clients…not on attracting new ones with expensive/generic marketing supplies or tactics.

In some areas and parts of this industry, photographers make a name for themselves based on not only their awesome work, but their talent of marketing. Cars painted with their logos and slogans, brochures at every local vendor, billboards, and even bridal fairs promotions/giveaway. Though, honestly speaking, I started off thinking I needed all those things too…and even tried a few….my business growth has served to prove me wrong. I found that I got more of my “ideal” clients when they were referred by previous clients of mine. It goes back to the theory that “like attracts like.” I was thrilled to say that client “x” was client “y’s” neighbor, cousin, best friend, sister, etc. It gives me a sense of connection. And nothing makes me happier than posting images and having their friends and family say, “Hey you know them….hey, you know Kaitlin, hey she did my family too.” AMAZINGNESS!

So, our clients mean everything to us…and we, being in a customer service based industry, want nothing more than for them to love US and the EXPERIENCE they had with us and our company. Right? Right!

Ok….so we shoot a session or a wedding and we have posted the images….we wait ANXIOUSLY…nervously, bitting our nails, cold sweat, over tapping of our feet upon the edge our desks….just waiting for the simPle click of the “like” button. It’s so awesome when others like the images, but when the client that is actually IN the photo “likes” it….a small exhale happens. But as creatives….we want more. We want the OVER validation…the sense that they are doing cartwheels and flips and jumping on their beds like kids after seeing their images. We want to FEEL the scream they figuratively let out through the computer screen. When we DON’T feel that or get those reactions, we assume they HATED the pictures. Hate us. And won’t ever come back or refer. NIGHTMARE!

But let me assure and remind you that IF THEY HIRED YOU IN THE FIRST PLACE, CHANCES ARE THEY ALREADY LIKE/LOVE YOU! If they didn’t do their research on you and your “style” doesn’t compliment theirs…then generally all you can do is defend your work and shooting style and hope for the best. Be sympathetic to their feelings and always offer a “closing” that will leave them smiling. Always!

So lets assume that they “like” all of your images, but do not compliment…do not share all over their walls. Lets assume you dont feel the “screams and cartwheels” through the screen….THAT DOES NOT MEAN THEY HATE THEM! Some people are much more introverted, simplistic, easy going and sedated with their reactions. Others like me…REALLY DO, DO THE CARTWHEELS through the house when excited about something. Different personalities fuel different reactions.

I can honestly say I have a great mixture of clients. I have those that will share their images, tag themselves and all their family (even when they are not in the pictures), they share their blog, they  even make a status tagging my name or business saying how much they love me. ITS FABULOUS! But then I also have the clients that will email me their “appreciation and tell me how happy they are with them.” Then I have clients that do not say much, but their friends go into their house, book a session with me, and tell me that their friends walls are WALLPAPERED with my images. EQUALLY AMAZING!

If you are eager to find out what your clients think of you, it all starts with the idea of an OVERALL EXPERIENCE. From the moment they find your website or business page…the vibe they receive about you. From the first contact email, and how long it takes you to respond and HOW you respond. From the moment they meet you in person, to the end of the session. ALL OF THAT AFFECTS THEIR EXPERIENCE, OPINIONS, AND FEELINGS TOWARDS YOU.

Yes…that would be me taking a break and the brides father grabbing me onto the floor for a dance….LOVE! : P (Please excuse my lack of dancing ability!)

 

So once you build a relationship with your clients within the small time frame we have with them (either at a family session, or wedding day), continue to give them a positive experience from contact to delivery, the next step would be the follow up.

It is NOT unheard of for companies to send out feedback forms, a feedback email with a short survey asking how they would rate the products, customer service, etc….so if this is something you would be interested in, I say draft up a feedback newsletter and send it out. If thats too invasive or tedious or whatever have you, another idea would be a MORE PERSONAL email after the images are delivered. At this point, you have established enough of a relationship with them  a more personal email to let them know “how much fun you had, checking in on little Bobby’s Kindergarten graduation, checkin in on the new house your bride and groom just closed on, etc” is a great way to show that you are caring and INVESTED in their family!!! Right? RIGHT!

So recap:

1. Build a relationship with your client from the start!

2. Give them a positive experience that leaves them with a smile, ALWAYS!

3. Follow up Email/ Feedback Survey (BE PERSONAL, INVESTED, CARING)

 

*** Tip: DO NOT ASSUME THAT NO NEWS IS BAD NEWS…Everyone is different. Reactions WILL vary. But EVERY ONE talks…so word of mouth will be the TRUE testament of whether they REALLY liked you and not just “Facebook Liked” you! : P

 

xoxo, Kaitlin Noel