I want you to set yourself apart by giving your clients an out-of-this-world experience with yourself, your brand and your business.
“Only when clients are routinely impressed by the customer experience they receive do they start recommending the experience to others.” – Shep Hyken
You can be the best photographer out there, but if no one knows who you are, it’s going to be difficult to build your business. Word of mouth is going to help with that!
Having said that, it is of utmost importance that you realize that as s a service based provider, your main goal should always be to deliver an exceptional experience to those considering hiring you and to those who trust you enough to hire you to capture their most beloved memories. Never forget that it truly is an honour to be chosen. Be sure to assert yourself as the expert with client guides and resources to ensure they know that they’re in good hands and have made the right decision by hiring you but also never forget about the little things in between.
In addition to your expertise, the little things and tiny moments matter just as much. Here is the list of just a few of the awesome things I do to ensure that I deliver “The Ultimate Client Experience”.
When a client is officially booked in (contract signed and retainer paid), I send them a little welcome postcard letting them know excited I am to welcome them to my Bride Tribe, and a copy of the latest issue of one of my favourite wedding magazines!
TIP: If you’re published in a magazine, they often send you a box to share with clients at little to no cost!
If an engagement session is included in the couples’ collection, I always send them a thank you card post-session to thank them for the fun time and to let them know how much fun I had getting to know them and all of their wonderful wedding plans.
BONUS: Take them out for coffee or ice cream after their session and get to know them even better. It’s a really small gesture that will go a long way.
Two weeks before their wedding, I send a postcard with a gift card to their favourite little coffee shop/ice cream bar/restaurant (something I learned from them at their engagement session) and tell them to enjoy a treat from me. BUT I stipulate that no wedding talk is allowed, and that they are to just enjoy a nice little outing together pre-wedding.
On the day of the wedding, I gift the couple with a bottle of my favourite bubbly.
The day after the wedding, I send them a postcard that congratulates them, and thanks them for including me in their special day. I tell them how awesome the photos are and that I can’t wait for them to see them!
For the holidays, I send my couples with weddings in that fiscal year a little customized Holiday ornament. This past year I sent glass-blown cameras with the couples name & year, and of course, a holiday card to go with it.
On their one year anniversary, I send them a quick email wishing them a Happy Anniversary! I also let them know that I have extended their online gallery for 6 more months and offer them a small discount on albums and prints if they were not initially included in their package.
BONUS: On their wedding day, I purchase a local newspaper. Come their one year anniversary I send it, along with a happy anniversary postcard to them via snail mail. I cannot even begin to tell you how much my clients LOVE this!
The “Client Experience” starts long before people reach out to you and more often than not, their relationship with you and your brand is longer than your relationship with them.
Their online exposure to your brand (think socials and website)
How they see you conduct yourself at events
The word of mouth they’ve heard from their friends and family
…just to name a few
So what’s next?
Feel free to brainstorm additional ways you can keep in touch with your clients that works well with your business.
This doesn’t have to cost a lot of money…
Your goal is the BEST client experience possible with you, your business and your brand…
Assert yourself as the expert so that they know their in good hands and have made the right decision by hiring you!