Have you ever been in a retail store where the employees went above-and-beyond to make sure your needs were taken care of? Having an experience like that leaves an impression and more than likely makes you want to tell all your friends and family about it, right?
Even though the end result is a product, our industry is one that is centered around the client’s experience. Having excellent customer service is the biggest way that you can create a stellar reputation in the community and quickly grow your business.
So what are some ways that you can go above-and-beyond for our clients? Here are just a few:
Under promise, over deliver.
We talk a lot about setting expectations throughout the process of booking with your clients. Making sure they understand when they’ll receive images or products helps deter disappointment or frustration. Be sure to educate your clients on what your turnaround time is for editing, when they can expect their gallery, or how long it takes for products to deliver once ordered. Make sure it is outlined in your contract and in any email reminders or PDFs that you have.
When it comes to your turnaround time, make sure you overestimate how long it will take you to deliver your images so that you have a buffer for those times when life gets crazy. For example, if you state it takes you four weeks and you turn the images around in two, you are going to look like the hero to your clients and exceed their expectations.
How often do you receive handwritten cards? It rarely happens anymore. Taking the time to send one on a client’s anniversary, birthday, or even after a session will show how much you genuinely care about them. Especially since it’s not about making a sale and more about building a relationship with your client.
You can easily keep track of those special dates in Iris, and even make it part of your workflow as a reminder!
Be thoughtful with gifts.
Build enough profit into what you charge so that you can occasionally send gifts to clients that you really connect with and love. You can throw an extra canvas in as a gift if they order one or add additional pages to an album. We all love getting something extra from time to time!
Around the holidays, why not send out something small? It could be an ornament with an image from their session, a calendar with their photos for the new year, etc. It can even be a gift that doesn’t have to do with their photos!
Educate your clients.
Educating your clients can go a long way in making them feel comfortable and that you are invested in them. Give them tools for a successful session! It’s nerve wracking to be photographed, and getting tips on how to have a great session will ensure that they have a great time too. Send a What to Wear guide or even a PDF full of tips. You can attach it to an email template in Iris Works and it can be set to automatically send before their session.
These simple ways of going above and beyond for our clients will help ensure that you have a loyal customer for life who will love sending referrals your way. What are some ways that you love going the extra mile for your clients?
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