Customer Service: December 2011 Archives

Ever feel like the year went by too fast? Seems like that happens every year! To help you get ready for 2012, PPA would like to give you a moment--or perhaps two--to reflect on some past Vital Signs articles.  Maybe you didn't get a chance to read through all of them, or maybe something new has come up in your business since you did. Regardless, here's a few that might be worthy of a second look.

Remember: Whether you need a refresher on marketing and sales strategies or have questions related to copyright infringement, PPA's comprehensive list of resources can help as you build an even better business. So, read on and have a happy New Year!

How do you build great client loyalty? "The most important thing is to honestly and whole-heartedly care," advises Lisa Crayford, M.Photog.Cr., CPP, ABI. "Your clients will know if you do."

Of course, it helps to have a few strategies up your sleeve to go with that caring! So, tune in December 13 to learn some of the tactics that have helped Lisa build up to 1,000 sessions annually (with many, many returning clients)--via her PPA online class, "The Building Blocks of Client Relationships."

It all starts with prospecting for new clients. For example, one thing Lisa has done since Day One of her business is to be at her four local county fairs (all within a half-hour from her studio). She has fair attendees fill out a survey to win a session and 16x20 portrait. On the survey, they fill in their names, addresses, emails and phone number.

But prospecting can be kind of tricky, as Lisa says. "You want to get good, paying clients in your door, not the bottom feeders if you know what I mean!" That's why--to bring the best prospects to the top--she also has those who fill out her survey indicate their level of interest in her studio (1-5, with 5 being the most interested). She even offers them a choice of winning the portrait or the cash equivalent--"that rules out a lot of people," she explains.

Ready for more detailed tips, advice and techniques on prospecting and what really works to build those client relationships (like charity, sales incentives and customer service)? Join Lisa online December 13 and start building!

You wake up and your head is swirling and your fever could fry an egg. You get halfway to your on-location session, only to get caught behind a 10-car pileup. You get a calendar reminder at 3:00 p.m. that you missed a 10:00 a.m. session. What do all of these situations have in common?

Aside from being just plain bad luck, they're all reasons you might have to back out of previously scheduled photography sessions or events. Even though we all hope to avoid such situations, it's important to know what to do should the need arise.  And it's equally important for you to communicate this procedure to your clients.

Canceling the Appointment
Whether you're sick, sidetracked or experience a last-minute emergency, know ahead of time what you can do to still satisfy your contract. Planning for a last-minute emergency may sound odd (you can't anticipate everything!), but it will help you put your best foot forward and keep your client's interests at heart.

Read the complete article: Canceling on Your Client...Last Minute