According near Vancouver, in Maple Ridge, British Columbia, husband and wife photography team Matt and Carissa Kennedy have been shooting weddings for eight decades, full time . They draw local and global customers who place a priority on good photography, that is “amazing–and filled with pressure!” says Matt.
Matt, a former high school teacher, and Carissa, a former financial adviser, came for their company with different skill sets which fully match each other. “making it challenging sometimes to view eye-to-eye, but we enjoy working together as a group,” says Matt. The duo offers workshops on craft and the business of photography and have introduced at photography conventions.
PS: ￼When and how did you recognize great customer support is required to become an important quality of your company? Why is ￼it significant?
Matt Kennedy: In the start we strived to have good customer support, but it was only when our first year in WPPI Expo at Las Vegas about five years ago we heard the notion of under promising and over delivering. It makes sense. Make a hero in every manner possible, to your customers, and they will allow you to find customers . That is why it’s vital. Our customers are our advertising strategy!
What hints have you got for delighting customers and going that extra mile to earn the wedding encounter memorable from begin to finish?
We all like to give presents to our customers, and the main consideration to keep in mind with this is they ought to be “big image” presents. Picture gifts to us imply anything if they have been getting married which you would provide a buddy. Not a thing photography related, and not credit for services or your products. This is your opportunity to show them that you care for them. Some examples which we have done are a favorite jar, a honeymoon package (suntan lotion, candles, packaging checklist, etc.), a blanket having a popcorn and movie. Make it private. When possible, make it more pliable. That way whenever that they use it, they’ll think of you who gave them it. That really is top of mind consciousness at it!
How can social websites come into play to make the experience much better?
We utilize social networking as a link instrument, and a promotion instrument. We love to socialize with our customers and prospective customers on websites that is social so as to show them that we’re people also, and not only photographers. We’re extremely open about our own lives on Instagram and Facebook, and I think that is appreciated by people and are receptive to reserving with us though our prices might be greater than many others they’re taking a look at.
Social networking is constructed for photography, are the first to talk about pictures, and discuss them in a means which enables your customers to show how proud they are of these. By allowing your customers to discuss 6, you will be brought more company than proofing websites and watermarks will!
￼ How can you manage especially difficult clients without destroying the client support experience? ￼ ￼
I am unsure what customers would need to perform to be deemed “hard,” but in most instances where people are excessively demanding, or cynical, or frustrated, you want to always go above and beyond in order to make their experience the best it could be. People jump to needs or criticism due to a fracture in trust. Construct the confidence back up and show them that you care about their joy and them, not their cash. Actually, the term “the squeaky wheel always gets the grease” is occasionally more accurate than we’d like. Those customers who are harder wind up becoming even better (or more) support compared to easygoing customers, therefore let’s not overlook the simple ones. Go above and beyond to everybody by default, and you’re going to have far fewer “hard” customers to take care of.
Just how can you showcase your excellent service to customers on your site?
We maintain the majority of our additional customer service for a small secret incentive, however we also do post about particular things on social networking. As an example, we do a spa for that time we post about it, and about our brides each year, and also our antiques article about it. We exhibit our support by describing how we operate and operate our company, and via our promotional videos.
What errors do wedding photographers frequently create when working with customers?
I believe that the biggest mistake wedding photographers create when working with customers is behaving their sense of empowerment. This occurs because the photographer believes they’re worth more than that which the customer is currently paying, so the customer should not have some reason. I have run into this a couple days in my own life, and I realize that I want to increase my costs, once I catch myself doing so. I love to keep my costs at a stage where I am somewhat uncomfortable with the sum I’m driven to move above and beyond for my own clientele , I am charging.
Thus generally, be the best contact stage of your customer’s day every time they’re in contact with you, and consistently go above and beyond. They do not deserve it, in the event that you believe. They could be those which refer you!
This interview originally appeared in our free, downloadable manual, the way to Boost A Wedding Photography Business. Get advice about the best way best to broaden your company now by downloading the manual!