September 2, 2019
Your main priority should be serving your clients well whether you have 2 or 22! Your business can’t help but grow if happy clients are talking about it! If you’re wondering what you can implement right away, here are 5 things can do to step up your client experience today:
Respond promptly and thoroughly. (We even put up an auto-response over the weekend.) Our rule is to over communicate. Our clients rarely receive one sentence emails…even if they’re asking a simple question. The more info you give, the less room for confusion and questions. Even if you give potential clients a heads up that it could take 24-48 hours to respond, be sure there is an immediate touch point when someone inquires. When they submit to your lead form, have an automatic response that is triggered immediately with helpful information whether it’s a wedding planning tip or pricing info.
If you’re a wedding photographer, don’t ghost after the initial booking conversations until the wedding. Check in with your couples throughout the engagement process, see if there is anything you can help with, and simply let them know you are still around.
Hand-written notes, welcome gifts, anniversary emails are examples of ways you can go above and beyond. Your clients are choosing to invest in you–that means they’re putting food on your table, shoes on your kiddos, and work in your portfolio. I know you’re grateful for that, so show them!
If you take 2 weeks to shoot over a wedding gallery, tell them it’ll be 4. Can you imagine how pumped a couple will be when their gallery gets to them 2 weeks EARLY?! They’ll shout your praises from the rooftop! Giving yourself some leeway for turnaround times will keep you from having to send the dreaded, “so sorry, but” email.
Follow them on social media, interact and celebrate with them. Be more than a vendor– learn their story and what makes their relationship unique. Share that in their wedding social or blog post. Show them they are far more than just a date on the calendar or check in the bank.
Your client experience should always be under construction! It is the most crucial part of a service-based business, so if you’re going to put extra effort somewhere, step up your client experience today, my friend!