Are you more likely to take a referral from someone you trust or from a random source? I’m guessing you would go with with the trusted referral, as would most people. This is one reason why referrals are so important for your business. If you had a friend tell you that you had to go to the photographer they went to because the experience was so fabulous wouldn’t you at least check out their work?
One way to generate solid referrals is to create a memorable experience for your clients. There are so many photographers available to our clients now along with smart phones and digital cameras readily available. So, how do you set yourself apart? In addition to great images and a solid brand, the experience you provide has to be top notch. You have to go above and beyond for your clients so they will talk about you.
This quote by Kenneth B. Elliott really sums up why customer service is key.
“A customer is the most important visitor on our premises. He is not dependent on us. We are dependent on him. He is not an interruption in our work. He is the purpose of it. He is not an outsider in our business. He is part of it. We are not doing him a favor by serving him. He is doing us a favor by giving us an opportunity to do so.”
You have to remember this when working with clients. We would not be able to be in the photography business if it wasn’t for them. So, why not provide them with the best experience possible?? Not only will they love it and appreciate the personal attention, but they will refer their friends and family. This means that even if something is wrong that isn’t your fault, you fix it with a smile.
Here’s a tip to get you started on the path to better customer service… Don’t email clients back. Call them on the phone. I can’t tell you how often people thank me for calling them personally. This small gesture will already set you apart from your competition by going the extra mile to make their experience more personal. It’s really hard to set yourself apart if all you do is email a generic message along with a price list. It only takes a minute, and it will do wonders for your business! Plus, it’s hard to read the true meaning from a text message or email.