Have you ever left a store and thought, “I’ll never go back there again!” Or have you ever left a store and sang the praises of your amazing experience to everyone you knew….even posting about it on social media?

So what was it that was the deal breaker for you?

What happened in the second experience to make you feel valued and loved on…to want to shout their praises for the mountain tops?

What makes a great client experience?

When we talk about client experience in photography…it’s not just about gifting.

Yes, I do a small little gift when each Senior begins their session, just as a way to say thank you…but the REAL client experience begins when the initial contact is made inquiring about a session.

Here are my TOP TIPS to a GREAT Client Experience:

1- Have a streamlined client system and workflow

I LOVE Honeybook. We use this to respond to clients, gather contact info, send pricing for a session, help them choose their package, sign contracts, pay invoices, and set up ordering meetings. It’s super professional, aesthetically pleasing, and all of our templates are in one place.

2- Quick response time

I try to make sure we are also quick to respond to questions and any help that they need. I offer to set up a consultation meeting ahead of time if they want to chat about wardrobes. I’ve even done this over texting while they were shopping in the store. Face time has been used a time or two as well!! hahahaha.

3- Provide Tangible Marketing

So when my clients book a Senior Session with me, they initially get a Welcome Packet that is packed full with my Senior Magazine, a location guide, a pricing guide, and some business cards. It is polished and gorgeous! I want them to have all the info they need to prepare for their big shoot!!! This is a nice touch because they see their friends in the magazine, their parents can have a reminder of my prices, and they can begin to pick out locations as we plan.

Another reason why my Senior Magazine is so important is that it answers a lot of questions, gives hair and makeup ideas, and it’s also a tangible product!! These may be left sitting on a side table or the coffee table….which is helpful for advertising who you are and what you do!

I had a “take away” dinner with one of my Senior Teams a few years ago where we kind of “debriefed” about what they loved and what they’d like to see me add to the experience.

And tangible advertising was one of the things they thought I should add. Even though we live in such a digital world…these young adults saw VALUE in having something to look at, touch, and experience in a tactile way!! I quickly went home to create my magazine!!! GAME CHANGER!!!

4- Serve, Serve, Serve

When my clients come into the CFP family….that is literally what it is….a family!!! I look at each new client as an opportunity to come alongside them in relationship. I have become close friends with many of my clients. Heck, Jen, my assistant was once a client. Now she’s a valuable member of my team….we truly wouldn’t run as smoothly as we do without her!! But she is a true testimony to feeling loved through my client experience.