Dealing with a frustrated client makes a business owner more anxious. Stay ahead of tough client questions like, “How much will this cost me?”. This will position you as the expert and ensure that your clients have an amazing experience.
Here are three top questions that clients may have that are both totally predictable AND easily avoided:
Question #1: How much will this cost me?
You get it. Talking about money makes people uncomfortable. Anxiety doesn’t seem to really go away. But, it’s important… and believing that you are worth your price is the name of the game. Outline your price from the very beginning is a critical step. Do not assume that a potential client has NOT read through pricing options with a fine-toothed comb. If clients have ever asked you, “What does the session fee include?” or “How many photos will I get?”, you are missing a prime opportunity to educate them.
The solution:. Send your pricing information at the beginning of the booking process and use a questionnaire in your workflow to understand what products a potential client may be interested in. Understand whether the client is interested in digital files, prints for the walls, or a beautiful album, as it can help you set a solid understanding of the pricing from the beginning. Take the opportunity to talk through their options and increase your sales!
Question #2: What should I wear to the session?
Matching. White. Shirts. Oh please no. There’s nothing worse than showing up to a session and finding your clients in matching outfits. The bottom line is that you’re the expert and you know what photographs well. You know what kind of outfits will make them look best, what might look best at their session site, and some tips on how best to make colors and patterns work. Educate them on the front end if your clients show up in hard-to-photograph outfits.
The solution:. Share a “what to wear” document for each type of session you do with your clients, and it’s a great idea.It will not only position you as an expert, but it will also work to establish trust with your clients. A list of best practices will make your clients feel confident and ready to go. Attach a document like this in a confirmation email that is automatically sent after your client has confirmed their session. Your clients will thank you a million times over for helping set them up for success!
Question #3: Where are my photos?
The dreaded “where are my photos?” email is one that no photographer ever wants to get. Clients may not always understand the involved process of processing and editing images, leading to confusion about the timeline for receiving their photos. Whether your delivery time is a few days or a few weeks, it’s an easy client frustration to avoid. Take several opportunities along the way to talk to your clients about what the entire process looks like.
The solution:. Take the time to talk to your clients about what they will get and when they will get it. Outline your process and deliverables in your booking conversation. This is one way to set the expectation. Take a moment at the end of the session to remind them when their images will be done. This is a good time to reiterate what they can expect next. Additionally, set up an automated thank you email as a great way to remind them of next steps, including image delivery.
Bonus solution:
Prepare a killer email to let your clients know that their gallery is finished is a fantastic way to give them instructions on how to download their images, order prints, schedule their IPS appointment or whatever next steps best flow with your process. It’s also a good time to give them a gentle nudge on best practices for sharing online, including tips on (not applying) filters, and giving photographer credit!
Did you know that we created a FREE downloadable email guide? You’ll find easy cut and paste copy for situations like welcoming your clients. You’ll be able to tell them what to expect, follow up on, prepare your clients for a session, ask for referrals, and more? It’s one more way that we are committed to helping you grow your business. Book more clients and make more money starting today. Download it HERE and start your FREE TRIAL today.
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