It’s no secret that we live in a world that LOVES customer service. Whether it’s a large company or a small one, when you look at successful companies the one thing they have in common is excellent customer service. Clients want to feel a connection to your brand and taken care of. There’s nothing that will turn a client into a cheerleader for your business faster than having amazing customer service.
If you’re stumped on how to take yours to the next level, here are seven easy things that you can implement now to WOW your clients:
Provide Educational Info for Them
We always recommend having a Welcome Guide that helps detail what the client can expect during the process with you. Or even a What to Wear Guide to give your clients direction when choosing how they should dress for their session. It helps minimize stress for them, feel prepared, and have confidence that their session will be a success.
Professional & Personalized Emails
If you have a client that is excited enough about having a session with you to reach out, make sure that you reflect that back to them from the initial email. They are wanting to invest in you and your services, so makes sure they know you are excited to work with them too!
Having email templates that are ready to go and full of all the info they need is a great way to make a first impression. Plus, when using a program like Iris, you can add variables so that personal info can be automatically filled in before being sent. This way you are saving time, but also maintaining that personal connection with them.
By sending out things like questionnaires, email reminders, invoices, etc before they even have to ask about it, you’re showing them that you are on top of your business and that they are going to be taken care of. The more that you are checking in with your clients, the less they will feel like they have to track you down to figure out what the next step is.
Go into every session anticipating the things that might go wrong or cause your clients stress. Have an emergency kit packed with bandaids, tide pens, sewing kit, etc. Bring an extra can of bug spray or hairspray. Have a blanket in your car you can pull out if a client forgets theirs. Bring a couple snacks, water, or mints.
You certainly don’t have to do all of these things, but going the extra mile will make your clients feel taken care of!
Under promise, Over Deliver
This is a must for any business and has everything to do with setting client expectations. Let’s say you have it in your Welcome Guide or contract that all images are delivered 4 weeks after the session. It may not take that long to deliver, your turn around time might be 2 weeks. But by building in a little buffer time you give yourself wiggle room in case of illness, emergency, or any of life’s surprises that might delay your delivery time. If nothing comes up, and you’re able to deliver the images quickly you’ll look like the hero to your clients! They’ll be pleasantly surprised to have their images back early and look like you’ve gone above and beyond for them.
Do you already have a referral program in place? Are you asking your clients to send friends and family your way? If so, you’ll want to make sure you’re thanking them! It doesn’t have to be anything big, but a simple handwritten note and a credit towards their next session will go a long way to making them feel appreciated.
Add Extra Goodies
One benefit to building in a profit with your pricing, is the opportunity to spoil your clients who invest a lot with you. Let’s say you have a client who purchases a several canvases from you. Go the extra mile and throw in an additional small one as a way of saying thank you. Or if you see a past wedding client is expecting, send a gift their way congratulating them. Who would love a gift showing that you care about them and are thinking of them?
Are you ready to get your business organized? Sign up for Iris today!