How (and Why) to Provide Great Customer Service
Photography isn’t just about the photos; it’s about the people. After all, the client may not actually always be right, but they are ALWAYS the client. You’ve got to take care of them, and that’s what customer service is all about. But what IS top-notch customer service? Is it delivering what the client says they want or discovering what they really want? How much customer service is too much? When do you follow up, and when do you be quiet?
Tune into this class to learn the how and why behind great customer service, including:
- Speaking from the heart (and why it’s so important).
- Identifying great customer service, like exceeding expectations.
- Being a great listener to set clients at ease and better understand them. (We’re born with two ears and one mouth for a reason. Use them!)
- Being the professional – in control and easy to work with.
- Following up – how you can stay in touch and the opportunities it can bring.
Think your clients are happy now? After this class, you’ll take them from happy to euphoric!
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Duration: 0:27:08 Expand video to full screen for best view.
Lori Craft manages a successful portrait studio in the historic town of Marshall, Michigan with her husband, Dennis Craft. Together they operate Craft Photography. Dennis is the portrait photographer and Lori's talents for the business lie in the marketing and promotional areas of the studio.
The Crafts owe much of their studio success to Dennis's creative photography and the passion both Lori and Dennis have for business, with an aggressive marketing plan and a good relationship with their staff and clients. Lori's plan for the business has expanded in the last few years to include underclass and event photography. As the industry and the economy changed, so did the portrait studio.
Lori received her Craftsman Degree in 2000. She enjoys being able to travel and speak to photographers about her role in the industry. Lori has been a featured speaker for PPA, a variety of State and Affiliate organizations, and industry leaders such as Burrell Colour Imaging and Kodak. She has had the opportunity to speak internationally to photographers in both Korea and China and enjoys working with photographers to inspire and encourage them to look at their business with a new perspective. Lori is constantly exploring new avenues of marketing and business and continues to work at growing their studio despite the declining economy. With all that in her life, which she balances with great enthusiasm, her most treasured position is Mom to her three children.