WHAT DOES IT SAY ABOUT YOU?

When a client emails you, how long does it take you to respond?  What does your response say?  When a client calls you, are you answering your mobile phone while driving your car - or are you seated at your desk in your office - focused on your job?  

When your clients order from you, do you mail them them your prints, or do they come in and pick them up from you?  When you show up to shoot a wedding, are you dressed in a suit, or do you wear jeans and a polo shirt?

Regardless of your answers to the above questions, do you know what each says about you?  Everything you do in your business says something about you - and your business.  The way you take care of your clients - and the way you interact with them - are so important to the way they experience your business.  

Often, I think that photographers believe that they deliver photographs, and that our work (and the value it brings to people) is based on those photographs.  I would suggest that the value we bring to people is based not just on our images - but on the entire client experience.  

At our studio, we work really hard to create an experience for our clients that includes everything from the way we handle their inquiry, the way we schedule and conduct consultations, the way we follow up, the environment we meet them in (our studio), the way we photograph their wedding, and the way we sell, produce, and deliver products.  We are intentional in every aspect - because everything we do says something about us.

Here's a few of the things we've singled out to focus on intentionally - because we believe they really impact the way our clients experience our business.

1. We respond to every client inquiry within one business day.  We always respond within one day, because when someone is interested in engaging us in business - that person deserves the courtesy of a prompt response.  At the same time, I don't respond to inquiries IMMEDIATELY, even if I'm just sitting there reading a blog or something.  I respond to inquiries either at the end of the day, or at the beginning of the day (depending on when they come in).   My time is valuable, and it's reasonable to demonstrate that by setting boundaries for your client communication.

2. Our studio is ALWAYS CLEAN.  When clients come over, our space is immaculate.  It's clean, everything is where it belongs, there's no clutter, there's nothing that might distract from the fact that our clients are visiting a high-end studio space.  We get to make sure clients see the types of work we want them to see, we show them the product we want them to see, and we have everything we need right there.

Whatever your space is (wherever you meet clients), make sure it's perfectly suited towards having clients visit.  The last thing you want to do is have to make an excuse - either for why the space (coffee shop, your living room, etc) isn't clean - or why you don't have something you need (an album, etc).

3. We make people feel at home.  When people come to our studio, we want them to feel as comfortable as possible.  As I've mentioned many times - we make everyone fresh baked chocolate-chip cookies, and serve gourmet coffee.  We like for people to feel like they want to linger in our space.  We greet people at the door, and when they arrive (even if they're a few minutes early) - we're ready for them.  We want them to feel like they're the most important people in the world while they're interacting with us.

4. We ALWAYS deliver when we say we will.  We usually deliver more (or earlier) than we say we will, but it's a non-negotiable for us to deliver when we promise.   After a wedding, we let our clients know when to expect to see their images, and we have them ready early.  When they order an album, we tell them how long it will take, but then call them to let them know it's here a week ahead of schedule.

When there IS a problem, we NEVER wait for a client to contact us to ask what's going on - we are proactive about letting them know.  People appreciate and understand that things happen, but by the time they get around to asking you about it - they're already irritated, and anything you say sounds like an excuse.  By contacting them first - and letting them know exactly what to expect, people know that you respect them and they feel valued.

5. We make it easy to do business with us.  We make it easy to email or call us.  Our email and phone number are on our website, and on every piece of marketing material we give a client.  Clients are welcome to choose the method that works best for them, and we honor that.  We also use technology to make it easy to book us right online, and place re-print orders online.  If people want to give us money - we make it easy.  If we don't, someone else will.

It's worth it to stop and look at your business, and the experience that your clients have when they interact with you.  It's worth it to ask yourself "what does this say about me and my business?"  If it's not saying what you want - maybe it's worth it to figure out how to change that!

CLIENT INQUIRIES (AND SOME FREEBIES!)

It's booking season.  For photographers, most of the weddings we shoot this year will be booked between December and March.  That means that right now, many photographers are sitting by the phone - or watching their email - waiting for people to contact them.  

Regardless of how you're working to build your business - whether it's through intentionally cultivating a base of referrals, through mass advertising, or whatever is working for you - it's what you do when the phone rings (or the email shows up) - that can make or break your business.

I often hear from other photographers that they are actually scared when a potential client calls.  There's a fear of not saying the right thing - or not getting the job.  Of course, the ironic thing is - if clients never called, you'd definitely never get any jobs.  So what can you do when you get client inquiries to help you book weddings (or portraits) - and grow your business.  Here's the way we handle it at our studio.  It's not the only way, but you're free to borrow any ideas you find helpful!

1. At least 75% of our client inquiries come through our web based form and ShootQ.  The wonderful thing about this, is that we're now ready to track everything that happens with our clients.   Even if a lead ends up being a dead end - we can track that.  I'm a big fan of tracking everything!  That way, when you come back across a lead later on - or a client finally follows up 6 weeks later - you have all the relevant information right in front of you.  For us, ShootQ is a great solution.

2. We send our pricing information to everyone who inquires about a date that we have available.  We send them a simple email response, with a link to our pricing.  You can view it here. (yes, I just gave you all my pricing information!)  The goal of this email is to pre-screen the clients by giving them our pricing, and to give them two potential dates that we can meet with them at our studio.  We give all inquiries our pricing up front because it's a waste of both our time if our pricing isn't anywhere close to their budget.

3. We give clients the expectation that we'd like to meet with them.  That helps them understand our process, and lets them know that we believe a face-to-face consultation is the best way for us to understand their needs, and for both of us to determine if we'll be a good fit.  

We offer them two dates that we have available.  Instead of asking them "would you like to meet?" we ask, "which of these times would be better for you to meet?"  They can always say they don't want to meet - or that those times don't work - but the expectation is that we'll get together - and these are times that work.

4. We ALMOST always meet with clients at our studio.  There are some exceptions.  Certainly for destination clients - or client who live out of state - it's not always possible.  But when it is - we bring them to what I like to call "home court advantage."  They come to the studio where we serve them gourmet coffee and fresh-baked, warm chocolate chip cookies.  They get to be surrounded by gorgeous (and GIANT) gallery wrap canvases.  They can get a sense for who we are, just by the way we've designed - and take care of - our space.

5. We treat a client consultation like a first date.  The goal is to get to know each other.  Hopefully - if they're meeting with us - they know our work, they know our pricing, and they have a feel for us.  So, the goal of a client consultation is for them to share with us.  When I conduct a consultation, I actually don't talk much except to ask questions.  I ask them about their wedding plans, about their location.  I ask them about how they met, and what they are most excited about.  I find out what they do for a living, what types of photography they like, and where photography ranks in their list of priorities for their wedding.

We don't even talk about packages, products, pricing, or hardly anything out "me."  At the end, I'll ask them if they have any questions for me - and if they do, we'll talk a little more.  I'll wrap things up by asking them how they feel our photography would fit with their needs.  At this point, I'm just looking to see if there are any more objections or barriers.

6. If we can get past the barriers, most clients will book.  For most people - those barriers are price and peace of mind.  It's been said before - but if you make clients feel comfortable with the idea of having you at their wedding, you'll book them every time.

7. We don't actually book most of our clients on the spot.  Some do, but at least 50% don't.  We always follow up with a proposal in ShootQ that details everything we've talked about - within 24 hours.  This makes it easy for the client because when they are ready, they can then book online by signing their contract and paying their retainer.

8. Finally, we send a handwritten thank you note to everyone who meets with us.  Just a simple note to thank them for their time - and offer to answer any future questions.  And no, we don't include a business card :)

You can download our complete client inquiry workflow here.  You can download our client consultation guide here.

WHO'S THE BOSS?

I'm writing this post assuming a few things.  If these things aren't true about you - that's great too, you'll still hopefully find something helpful.  For the rest of us, I'm making these assumptions:

1. Most of us consider ourselves photographers first.  We just happen to get paid for it, and it's our "business."

2. Most of us devote ourselves to our photography, and are increasingly passionate about doing more photography.

3. Most of us are overwhelmed at the burden of running a business of photography - and don't quite live balanced lives as a result.

The truth is - running a photography business (as any business), is hard work.  It's hours of bringing in business, meeting with clients, photographing sessions and weddings, editing, processing and enhancing images, making sales, fulfilling orders, networking, marketing, keeping track of revenue and expenses, and more!  

I talk to photographers who work some crazy hours.  They stay up late editing their latest wedding - or blogging - or whatever.  I've talked to photographers who talk about how exhausted they can be at the end of a wedding season.  I talk to photographers who tell me that they never feel caught up - and feel totally overwhelmed.

It seems to me that it's fair to ask ourselves - who's the boss?  You've probably heard people ask the question: are you running your business, or is it running you?  Or, "are you working ON your business, or are you working IN your business?"

For me, the question is this: 

Are you building your business around your life, or are you building your life around your business?

If it's the later, you might want to ask yourself why you're in business in the first place.  I LOVE this photography thing I get to do - but I don't EXIST to do it.  My family doesn't exist just so I can pursue this photography thing.  In fact, the opposite is true.  

If it was just about the photography - it would just be this fun hobby, and I'd go get a job somewhere else.  After all, we have an 18 month old daughter, and another on the way.  Those kids will need braces, or glasses.  They'll want to play soccer or t-ball, or volleyball.  They'll want to be in the band, or choir.  Someday they'll want to go to college and get married.

Our condo is fine, but we'd like to buy a bigger house - one with a nice yard.  We'd like a new car (or new to us), and we like to travel.  That's our life.  My photography business is designed to fit in - and support our life.  I do that by setting boundaries that make it easier to keep things in perspective - and make it easy to answer the question: "who's the boss."

Maybe some of these will help you :)

1. Set Work Hours Whether you work from home, have a studio, or work in an office, set hours that everyone knows are work hours.  It's wonderful that being self-employed gives us the freedom to set our schedule, but often that freedom becomes a burden when we find ourselves out of balance.  Nobody benefits when we get out of balance - not our families, not our clients, not our business, and not ourselves.  The benefit of everyone knowing when you're "working" is that you have also now decided when you're NOT working!

2. Get out of the house. I work from our studio.  Sure, I sometimes work from home - and I'm not saying no one should ever work from home.  I AM suggesting that sometimes you can be much more productive just by going somewhere else to work.  The act of going somewhere, and working in that environment can go a long way to your working mindset.  

If you don't have a studio, maybe try working in a coffee shop.  Or, if you're too easily distracted, find a place that you can focus.  There may be another photographer that would let you use their space to work.  You might be able to find an inexpensive office space to work - or you can rent space at places like Kinkos. 

3. Turn off the internet. Let's face it - most of us are highly social people.  We're also easily distracted.  We get an email, or see a twitter, or receive a facebook message - and we have to reply immediately.  We read blog after blog, and it's not long before we're an hour away from what we set out to accomplish.  

I recently realized that I got more done in a 4 hour plane flight, than I do in an 8 hour day at the office. I don't think it was because I was more relaxed or comfortable.  I'm pretty sure that it was because there was no internet.  There were less distractions.  Try it.

4. Email twice a day. My email comes to my phone.  My email app on my laptop lets me know every time I have a message.  I used to check my email on my phone before I even crawl out of bed.  I have a hard time escaping it, so even when I do have the internet on, I keep my mail program closed.  I only check - and respond - to email twice a day now.  In the morning at the end of the day.  There are very few things that I've found to be so urgent that I really need to respond immediately. 

5. Say No. There's no question that the less you do - the better you'll do everything else.  Saying no is a hard thing to learn.  We want to say yes for a number of reasons - we want people to like us, we want the job, we need the money, we feel guilty - the list goes on.  

The problem is, often the consequences of saying yes are far worse than people not liking us, or losing a job.  Every time we say yes to one thing - we are, in effect, saying no to something.  Unfortunately that often ends up being our current clients - or our family.  

Say no more often to the things you choose - so you aren't forced to say no to the things that really matter.

What else? What are some things you've found that are helpful for you?  Feel free to leave a comment - your thoughts can add a ton of value to others!