March 19, 2020
A customer talking about their experience with you is worth ten times that which you write or say about yourself. What are your clients saying about you and your client experience? Do you constantly see other photographers/service providers sharing their clients five star reviews curious how they get these raving reviews? Do you dream of getting reviews like:
“Kyrsten is your one stop shop for ALL of your photography dreams!!! She had my fiance and I laughing the entire time, and made us feel so comfortable in front of the camera. She has such a beautiful spirit and even though it was our first time meeting her, it honestly felt like we were hanging out with our best friend! Time flew by with all the fun we were having and our pictures turned out so PERFECT!!! She was able to capture our love in its purest form and made us feel so free during entire process.”
“Kyrsten is a god send! My wedding wouldn’t have been complete with out her. She not only is an amazing photographer, but she was also there for me every time I needed anything on my big day! There were countless moments that Kyrsten went above and beyond! My husband and I feel so lucky that Kyrsten was such a big part of our day! And to top it all off, her photography is stunning! We continue to get compliments on our wedding photos and we will cherish them forever. She is truly a talented artist and it clearly shows in her photos and her work ethic. Kyrsten will hold a very special place in our hearts forever. We can’t thank her enough or put into words how much she means to us!”
What if I told you the key to getting raving reviews boiled down to providing a unique high end client experience to your clients.
Um, what is a “client experience”?
Your client experience is how you make your potential couples and booked clients feel. Your client experience begins way before someone even decides to inquire with you. Honestly, I believe your client experience is more than your clients but the community you serve. They may not be in a place to book your services but that doesn’t mean they don’t know someone who is. It begins at their initial first impression of you — whether on your website, social media, referrals, or even in person. And, honestly, your client experience doesn’t even end long after the project is finished.
Time for some tough love, though. Your business is nothing without your clients. The fancy website, the research, marketing, social media, the fancy client management system will fail if you do not provide great customer service. Your clients are invested in you. They trusted you with their memories (no pressure!). So, what can you do to make sure they’re satisfied? Give your clients a top-notch quality experience and focus on client interactions.
Six Tips to Increase Your Client Experience
Here are my top six ways to turn your clients into your brands raving fans by increasing your client experience.
Respond as Quickly as Possible
The first way to increase your client experience is respond to inquiries as quickly as possible. Don’t make your leads wait. According to this study, 42% consumers expect a response within 60 minutes. I am a huge advocate for keeping personal boundaries around the concept of time but the statement “the early bird gets the worm” is the truth. If you say that you will respond within 24-48 hours to inquiries and emails, hold firm. Keep your word.
Anticipate Questions Before They’re Asked
Do your most of your clients ask the same questions? As a Dallas Wedding Photographer, I typically get questions about engagement session locations in Dallas, what to wear for engagement sessions, or wedding planning tips. Another way to increase your client experience is to think about your previous couples or imagine yourself as your client. Then, think about what things would make the process of working with you easier. What are they worried about or wondering? What does their Google search bar look like? Offer them engagement session locations. Guide your couples. This is more than likely their first time planning a wedding. Turn those common questions into blog posts and at specific points throughout your service, send them the posts to read. This helps your clients feel reassured and that you’re the expert.
Communication is Key
This means all communication such as though email, your website copy, and social media channels. Answer the following questions:
- Want do you want your target audience to feel when talking with you?
- How do you make them feel the moment they stumble upon an Instagram post or click onto your website?
- Are you walking them through what the expect?
- Is the process of working with you clearly outlined?
- Do you answer their questions before they ask them?
- Are you providing resources, tips and advice along the way?
Use these answers when setting the tone and messaging via your website and social media copy. Paying attention to every little detail is another great way to focus on how your clients will feel and experience your brand. From every click, to every drop of communication, you want to feel like a trusted friend. Make sure your clients know that you are there for them and they aren’t left in the dark.
Don’t act like you didn’t see this one coming. If you’ve been following along for awhile now you know I have strong feelings about blogging. Regular blogging will do wonders for your websites SEO, but will also enhance your client experience. Blogging allows your clients to see bits and pieces of your client experience and get to know you as a person.
I believe actually following through is the biggest pitfall in a brand’s client experience. It doesn’t matter what you say you’re going to do, but what you actually do. If you say you’re going to to email back within 24-48 hours, keep your word. Does your contract say delivery time is 6-8 weeks? One way to over deliver is deliver in 7 weeks. Do you promise previews in 48 hours? Send the couple a preview the same night! The more you do this, the more your clients will remember their experience and share your name with others. Your clients will be surprised, feel taken care of, and loved.
Gifts don’t need to be extravagant, just thoughtful, to show that you appreciate their business. Here are some examples of some client appreciation gifts: a hand written note, a free print, helpful wedding planning guide, a Greetabl or BoxFox, or even a Starbucks digital gift card.
Kyrsten Ashlay Photography is a Dallas and Southern California Based Destination Wedding Photographer specializing in romantic, soulful, and warm imagery for wildly in love couples. Did you enjoy these Tips to Increase your Client Experience? Check out Three Tips to Consistent Bookings. If you’re a photography professional and you’re struggling, please know that I am here for you. I want to see you succeed. You have me in your corner cheering for you. If you are wanting a one-on-one learning experience, I would love to schedule a free 15 minute business mindset call with you today.
Are you a Dallas or Southern California Bride? You can also visit my website for more Dallas weddings! If you’re looking for a wedding photographer to capture your special day in Southern California or the Dallas-Fort Worth Metroplex, I’d love to hear from you! Or have you seen enough and want to book this Dallas Wedding Photographer for your upcoming wedding or event?! Send me a note and let me treat you to coffee – can’t wait to connect!