Customer service starts by educating your clients about your business. That’s
the only way they can make the decision to come to you or to go somewhere
else. This is how you qualify them and ensure that you want them as a client.
Once you both decide this relationship could work, you need to find out exactly
what they want and then you have to explain to them how to get what they
want (clothing choices, makeup, type of session, time of year, etc.). Finally, you
need to let them know how much what they want is going to cost.
Define Your Market.
Photographers are one of the only groups of businesspeople who fear defining
their market. No matter how little you charge, there are going to be some peo-
ple who won’t pay your price. No matter how good you are, there are going
to be some people who don’t like your style. High-end department stores like
Macy’s and Bloomingdale’s aren’t for everyone—and neither are discount and
closeout stores like Big Lots and Walmart. However, each of these companies
has clearly defined their business so that their potential customers know where
to go. You don’t look for an Armani suit at Walmart, and a single mother of five
children doesn’t typically go shoe shopping at Bloomingdales.
Clients need to know what you offer so
they can decide if it’s what they are look-
ing for.