I don't know about you, but I love my clients! I am honored every time a couple books me to photograph their wedding and I truly enjoy working with each one of my clients. I not only want my clients to have amazing images from their wedding day and engagement but I also want them to have a great experience with me. My client experience is just as important to me as the images I provide my clients and I really try to go above and beyond to make sure they all have an amazing experience with Jasmine Norris Photography. Below are 5 easy and quick things that you can do to improve your client experience.
1. Fast Response Time
Yes, you're an entrepreneur and you are busy. You have so many things that you need to do on a daily basis that maybe your email inbox is the last thing on your mind. I get it, I'm an entrepreneur too! However, if it's taking you a week to respond to your clients you are hindering your client experience. Your clients don't want to have to wait days to hear back from you. Try to respond to your clients emails at least in a 48 hour period, however a 24 hour period is ideal.
2. Clear Communication
Your clients need to know all of the details so you will want to make sure you laying out all of the terms and conditions so there won't be any surprise. Make sure you let them know exactly what working with you entails, exactly what their session includes, the pricing, turnaround time, and everything else. Having this clear communication will let them know exactly what the process is and how long it will take.
3. Anticipate Their Questions
One easy thing that you can do to up level your client experience is to answer your clients questions before they even ask or answer questions that they didn't even know that they had. Now I know, you're not a mindreader and are probably like "how am I supposed to know their questions if they don't ask?". However, you probably already know the questions that they are going to ask. Look back on your past clients. Are there questions that multiple clients ask you? Is there a point in the booking process that clients are confused about? Those are easy things that you can answer in advance. Take those common questions and make a blog post answering them, include them in your welcome packets, or put them in an email track. Your clients will thank you for making sure they have all of their questions answered and have everything that they need.
4. Underpromise and Overdeliver
An easy way to improve your client experience is to underpromise what your clients will receive and to overdeliver in the end. I send my clients gifts throughout the wedding process but I never tell them this! I want them to be surprised when they receive a little something in the mail. This is something that they weren't expecting and it's an easy way for me to overdeliver, love on my clients, and improve their client experience. Another way you can overdeliver is with your turnaround time. If you know it will take you 2 weeks to deliver their images, tell them it will take 3-4 weeks. This will give you some cushion in case something comes up, like sickness, and you may need a little extra time but it will also help you with your client experience. If you tell your clients it will take 4 weeks to get their images and then they receive them in 2 weeks that just makes there experience that much better!
5. Write Down Your Client Experience
Once you figure out the perfect client experience for your clients you will want to write it down. Writing it down will help you look at the whole experience and see if there are any gaps or if anything needs to be needed. After you have it on paper (or the computer) put it into your workflow. This will ensure that you won't leave out a crucial step and that all of your clients receive a great experience.
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