As a professional photographer, you want to create an amazing client experience – from start to finish. But how do you make that happen 100% of the time? Every client, couple and session will be different, so no out-of-the-box approach will do. You need to ensure that every client feels taken care of, and more importantly, special.
I actually have an easy answer to this — and it’s a FREE answer that can be applied to all businesses. So, even if you’re not a photog — you’ll want to listen up!
How To Create An Amazing Client Experience
The single best way to create a memorable experience for your customers is this: Under Promise. Over Deliver.
Burn these words into your memory and play them on repeat as you grow your biz.
Under promising and over delivering will look different for every business, but as a strategic method – embracing this philosophy will help you scale without sacrificing the quality of your service.
Here are a few ways I implement this in my business:
- I show up early on wedding days. This gives my couples additional (free) coverage.
- I promise client galleries in 6 weeks but deliver them in 4 weeks.
- I stay a bit later at a session at no additional charge (this can be applied to weddings and lifestyle sessions).
- I include more photographs than I promised in the contract.
So, you see – underpromising isn’t about cheating or bamboozling your client. It’s about setting an expectation that is 1) realistic but 2) sets you up for success. If you happen to need the entire 6 weeks to edit and deliver that’s ok – life happens! But giving yourself a bit more time in the contract terms will allow you to not just meet the client expectations — but to crush them! And that will make them (and you) very, very happy!
This approach is much more productive and healthy than “the client is always right and I’ll do anything it takes to please them”. That leads to straight up burn out (which you can read more about here). Instead, set those expectations realistically (both verbally and in your contracts) and then exceed them by implementing the tactics I discussed above!
Want to learn more about how I put this philosophy into practice? Contact me and let’s chat!