Recently in Customer Service Category

Dear PPA Member,

I've had my fair share of hairstyles throughout the years. From varying shades of blonde (and a single weekend as a redhead), super short and spiky to long and curly, there wasn't a cut or color I was afraid to try. Once, I even bleached my hair "platinum" and cut it about a half-inch in length. That look wasn't an accident--it took planning with my hairstylist (and multiple confirmations that I did, in fact, want to cut off all my hair). I knew what I wanted and had to make sure that the person with the scissors and bottle of bleach understood me. We both wanted to walk away happy--me with my new look, and my hairstylist with a return client.

While your clients may not be coming to you for a new hairstyle, they are coming to you to capture a moment in time. And a client consultation allows both of you to understand what is expected and what can be provided. By knowing what your clients truly want, you are more likely to provide them with positive experiences and images that they'll treasure. That's the topic of this week's Vital Signs.

My current hairstylist has convinced me to grow my hair longer than a pixie cut, and the "Susan Powter look" has transformed into more natural shades. But you never know... there may be a client consultation in the future where I'll smile and say: "I'm channeling Susan again, so 'let's stop the insanity.'" And because he knows what I want, he'll know exactly what to do--and I'll know what to expect.

Cheers!
Christel Aprigliano
Director of Member Value & Experience

P.S. P.S. Want a great way to make yourself stand out during your client consultations? PPA's Merit & Degree Program recognizes you for your dedication and achievements--something both your and your clients can appreciate. Learn more by watching the webinar, 'Get Recognized: PPA's Merit & Degree Program'.

Dear (member),

I was an "upset client" recently. What was supposed to be an easy transaction turned into a six-week "I can't make this up it's so bad" fiasco and left me questioning the collective sanity of the store's customer service initiative. (Yes, they actually had one, but it wasn't working.) Several broken promises of call backs and updates, defective products, employees blaming other employees...and in the end? Well, I got what I wanted, but I will never purchase another item or service from that store again.

The bright spot? One manager who recognized that things were being handled so disastrously wrong became my champion for the store--because she saw it from my perspective and took the appropriate steps to make sure the situation was resolved. She followed through on every promise she made to me, offered me solutions, apologized and accepted responsibility for the repeated mistakes--even after I told her it wasn't her fault. She explained: "It's our store. I may not have caused it, but it's our mistake. I have the power to fix it."

For those upset clients you may occasionally encounter, we offer solutions and ideas in this week's Vital Signs. I wish the store's employees had a copy of this article, but they've lost this loyal customer. In this day and age, I've already found a new store that offers me better customer service--don't ever let your customers say the same thing about your services.

Cheers!
Christel Aprigliano
Director of Member Value & Experience

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Dear PPA Member,

Remember those old '80s advertisements of "glamour shots"? (Honestly, I try not to.) Well, get those images out of your head. There's a new sexy in town.

It's not cheesy, it's not raunchy...it's alluring, empowering and classy...when it's done right!

Everyone wants to feel beautiful (or handsome, as the case may be) and be confident in themselves. And, as photographers are discovering, many women (and men) want to celebrate those feelings through a special form of portraiture: boudoir photography.

As boudoir photography is a specialty with sensitive issues that must be addressed (emotional and otherwise), this week's Vital Signs brings you some pointers from professionals who have successfully integrated boudoir photography into their offerings.

Cheers!

Christel Aprigliano
Director of Member Value & Experience

Dear PPA Member,

One of my favorite images of my younger brother was taken by a league photographer. You could just see the love of the game on that eight-year-old's face, proudly dressed in his catcher's outfit. The photographer created a baseball card from that image, and for me, that memento of his baseball season is more valuable than a stack of Topps cards.

Many, many people are sport fanatics, whether it's a professional team at the Super Bowl or an eight-year-old's Little League game (and I won't even mention soccer moms, dads and grandparents). If you, as a photographer, love sports, too, what better way is there to combine your passions than by getting into sport photography? Sport photographers get to show individuals doing what they love.

Of course, there is much more needed for success in sport photography than just a love of the game. Superstars need to practice, get coaching and understand the game fundamentals--and if your "game" is photography, it's no different. This week's Vital Signs can help you get off the bench and...

Play ball!

Christel Aprigliano
Director of Member Value & Experience

Dear PPA Member,

Some women love being pregnant. They look forward to seeing their bodies change and embrace those nine months with open arms. (Plus, you get to eat for two!)

But others may not enjoy being pregnant quite as much. There's the weight gain, morning sickness and a roller coaster of feelings. Strangers want to ask invasive questions and give advice. They have to buy new clothes because nothing in the closet fits. (Wait...new clothes?)

Regardless of the emotions, pregnancy is a beautiful time in a woman's--and a family's--life. Maternity photographers are there to capture those moments. This week's Vital Signs takes a look into the job of a maternity photographer and how to best cater to their special clients. Knowing how to interact with these moms-to-be (especially since their emotions can range from happy to not-so-happy) is key for a positive experience and creating images that the family will treasure forever.

Cheers!
Christel Aprigliano
Director of Member Value & Experience

Her name is Nell. She's a Tennessee Treeing Walker Hound. She likes belly rubs (hence the nickname "Nelly Belly"), biscuits and lying on the couch. Especially lying on the couch.

According to the 2009-2010 National Pet Owners Survey, 62 percent of U.S. households own at least one pet, which equates to 71.4 million homes. It's estimated that U.S. pet owners will spend $47.7 billion on their pets in 2010--and some of that will be on pet photography.

I know some photographers who love this niche market, but it doesn't come without challenges.
(Old dogs? New tricks? I'm not going to use that...too easy.) All I'll say is that most pet owners will jump through hoops and chase their tails to get a treasured image of their pets.

Want to be a "top dog" in this emerging specialty? This week's Vital Signs talks with some PPA members who have tips and tricks for successful pet photography.

Cheers!

Christel Aprigliano
PPA's Director of Member Value & Experience

Dear PPA Member,

Please allow me to be bitter for just a minute.

Back when I had my senior photos taken (and I say "photos," not "portraits"), I had a choice of two backgrounds: a standard canvas background or a fake bookcase canvas background. (I found it funny that those who chose the bookcase background in my yearbook were often the ones who never picked up a book...but I digress.)

It was a "Click. Turn your head. Click. Smile. Click. No smile. Thank you. Next," kind of experience. I envy the youth of today who have the opportunity to work with their photographers to create images that are as unique as the students.

This week's Vital Signs talks about those students, how to connect with them and what you can do as a photographer to keep the experience fresh. Students today are lucky--as are the photographers who capture them.

Cheers,
Christel

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Dear PPA Member,

I adore celebrations, especially weddings. I'm in it for the throwing of the rice, the nervous laughter, the lump in my throat when two people declare their love for each other in front of friends and family, and the craziness that comes with the special day. ("Happy chaos" is what I affectionately call it...)

How do you ensure that the "happy chaos" doesn't turn into "unhappy wedding party"? This week's Vital Signs article looks at managing expectations and last-minute changes so that the high spirits stay, making your client's experience with you the best it can be.

After all, when the rice is thrown and the nervous laughter fades away, what's left? Your images--the visual memories of that day. It's their day--and yours.

Cheers,
Christel

P.S. Interested in free marketing? Accuphoto--the unique service that provides certified professional images to members of the online dating community--launches on May 31, 2010! Only PPA members can become Accuphoto Photographers. Take advantage of the opportunity and find more information here.

Dear PPA Member,

What about an advertisement usually grabs your attention? Is it the text or small disclaimer at the bottom? I didn't think so. As photographers and creative individuals, we are usually drawn towards images. It is the image of a shiny car racing down the highway that makes you think it may be time for you to get a new car. And it's the image of a pristine beach that makes you want to drop everything and book the next flight to anywhere with a coastline.

For commercial photographers, capturing that perfect image is a part of the job. This week's Vital Signs is about commercial photography and how to cater to those unique commercial clients. Commercial photographers usually have to accommodate a different clientele with a different sales process than portrait and wedding photographers, so it is important to understand that difference and provide what they are looking for (whether it be a little red sports car or the newest gadget).

Cheers!
Christel Aprigliano
Director of Member Value & Experience

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