Ep. 18 | 3 Ways to Amplify Your Client Experience

Have you ever had a customer experience where you felt like a VIP? Where someone goes above and beyond for you? I know I have. And I know I STILL sing their praises to this day. Needless to say, client experience is one of the most important parts of your business. It's what keeps your customers coming back and referring you to their friends. That's why I'm sharing 3 ways to knock the socks right off your clients' feet.

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Transcript

spk_0:   0:07
Welcome to the frame your way. Photography podcast. I'm your host, Brooke Jefferson. I'm a wife, Mama to two and full time photographer and business coach. I created this podcast with the aspiring photographer in mind to bring you inspiring stories. Strategies to help you go from zero to multiple figures and tips and tricks to help you get one step closer toe work. Life harmony. Are you ready to frame your way to your dream career? Let's die then.

spk_1:   0:40
Have you ever had a customer experience where you felt like a V I P. Someone just went above and beyond for you? I know I have. And I know I still talk about those experiences today. Just last week, my husband and I were vacationing in Las Vegas and ate at some amazing restaurants. One in particular had impeccable service and food from start to finish, and I have already told several friends and family members about it. And if you're like me, you want people to rave about you and your business that way too, right? I also want to apologize for this particular episode because you are going to hear my Children in the background. Unfortunately, we have no baby sitter this week, so you get to hear them in the back. Today's episode. We're going to discuss three ways. You can amplify your client experience so that they will want to tell others about you and use you again and again. The first tip is to prep your clients before their session. In most cases, someone has expressed an interest in hiring you for photography, whether it's for their wedding day or the birth of their first child or a family session. You could help prep your client and give them an even better experience. I send all of my family clients a questionnaire when they book asking for some details, such as who was all going to be photographed in ages. If there are Children, I like to know their names in advance, so I'm not scrambling to learn their names at the start of the session. This questionnaire helps me prep for them and to bring additional bribery or props if needed for uncooperative kids. I also like to dig a little deeper and find out if there is a special occasion approaching or special reason they're having their photos done. I also ask if they're wanting to receive styling suggestions in a style board, the more I can have them answer up front. The more I can be of service and make sure I have covered all the bases before we ever begin. Other ways I prep. My clients include keeping them in the loop through email check ins before our session. I also check in the day before, so they know I haven't forgotten about them, and I am eagerly excited for our session. The day before is typically when I include a final time and location to meet. This leads me to tip number two covering communication. You want to keep consistent contact with your clients. They need to hear from you before the session. During the session and after the session, most photographers do an awesome job of communicating through the booking process and even all the way up to the session. But then, somewhere from the start of the session to the delivery of the images, the communication dwindles. It is critical to communicate to your clients what they can expect Moving forward. Most clients want to know when they will receive sneak peeks, their full gallery and other buying options. Don't leave them in the dark. The more accurate you can be in giving a response, the better if it takes you four weeks to edit and deliver that estimate a month. If you are super fast and it takes a week or two, then communicate that to them as well. Finally, tip number three under promise and over deliver. There is nothing more frustrating than counting on someone's word and then them not delivering on time. Don't give your client and expectation or due date that you can't meet. I highly recommend you always tell them longer than it's going to take and then surprise them with an early delivery. And please hear me out. Things happen. Life happens, but communicate what is going on to your client. Before that, Miss Do Day comes up other ways you could knock the socks off of your clients is to under promise how many sneak peeks they will get. Maybe you tell them they will get one or two images in a couple of days, and then he end up sending them 5 to 10. That is giving an even better experience than what was expected and promised. Maybe you send a hand written thank you card to your client, thinking them for their business and mentioning your favorite part of the session. My clients get an end of the year gift from me or holiday card, depending on the year. It is my favorite time to reconnect with them and let them know how much I value and appreciate them. If you are in your business for the long game, then you need to do these three things to amplify your client experience. A quick recap. Number one. Prep your clients. Make sure you go above and beyond to give them the best experience. Possible number to communicate, communicate, communicate before, during and after the session. Number three under promise and over deliver. Knock the socks off your clients. Thank you so much for tuning in to today's episode and for putting up with my noisy kids. I would love to hear what you think. So leave me review on iTunes or head over to the Graham and find me at work. Jenny Photography and send me a d. M. I get super excited every single time you guys reach out and tell me how much you love the podcast.

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I'll catch you next