Customer Service Guide | Vital Commandments Of Great Customer Service Every Wedding Photographer Needs To Know About
Customer Service Guide | Let’s face it: standing out in today’s highly saturated photography industry can be challenging, especially if you’re just starting out. You have a lot to think about: camera equipment, Photoshop actions, pricing, marketing, maintaining your blog, bookkeeping, social media, websites and design. While running a photography business can bring many joys; at the same time, you need to keep in mind that you are dealing with people during one of the most stressful times in their lives. Weddings are more expensive than people anticipate, and there are a lot of family dynamics at play which can cause unexpected stress around the wedding.
In addition to taking stunning pictures, walking backwards down an aisle at an excruciating pace, changing your ISO settings for the hundredth time, all while trying not to miss the little details, and congratulatory hugs, your job is to make sure that the newlyweds have a memorable experience. Not just with you as their wedding photographer, but overall. In this post, we’re going to share some tips about how you can provide exceptional customer service, which is an important element of building a successful photography business.
Consistent, TIMELY Communication | Customer Service Guide
When a client sends an email with an inquiry, how long do you typically take to respond? Also, HOW do you reply in the first place? You should respond to all inquiries within 24 hours, at the very longest. If a potential client calls you and says they have an “urgent” request, concern, or question, make sure you call them back right away – don’t wait.
Don’t be late, ever or for any part of the process with a client. This just sets a bad tone for a client and makes them think you aren’t reliable or that you cannot be trusted to get to their wedding on time. Make sure you know your couples expectations, send session reminders and re-confirm your arrival time the day before the big day. It’s the small things like this that help a stressed out bride to know her vendors are completely on top of things.
Offer Services Ahead Of The Session That Go The Extra Mile | Customer Service Guide
These days it’s not too common in customer service to find someone that will always try to go that little bit extra. If you want to succeed, you need to be that person. Do you offer a “How To Pose Guide” to give to newlyweds and bridesmaids who are worried about how to act during a shoot, or send them recommendations 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 because they are unique?
Smile Behind The Camera | Customer Service Guide
Have you ever heard the phrase “When you smile, the whole world smiles with you.”? It’s true, but it can be a lot more challenging than it sounds. Even though this might sound like an obvious one, but you’d be surprised how many photographers get carried away by trying to take the perfect picture they simply forget to smile. Appear polished and professional to a client in how you speak, look, and address your clients, and remember to breathe and smile!
Meet And Exceed Expectations | Customer Service Guide
Give your newlyweds something unexpected. When possible, try to edit the pictures and deliver them early. This won’t always be possible, especially during a busy wedding season, but you can provide special sneak peeks, blog features, a surprise slideshow at the reception, something to keep the couple excited for their finished gallery and keep their great experience fresh in their mind. The success of your photography business relies on the satisfaction of your clients, after all. If they are barely satisfied, they may leave if someone else with better service or prices comes along. But if they’re thrilled with your service they’ll stick with you even if they’re paying premium prices.
After The Session, Send A Quick “Thank You” Text Or Email | Customer Service Guide
You can automate this process to make it easier, but if you want to sweeten the deal, send your clients a little “back of the camera” love by taking a quick picture with your smartphone of a straight-out-of-camera image that catches your eye. Always make sure to send the brides a little Thank you card with a flash drive delivery, and follow up with check in emails and anniversaries to the best of your ability.