One of the best perks of running your own photography business is the ability to control your schedule and make decisions about the direction of your business. Now we all know that spoiling our clients with the highest levels of customer service is the best way to run a boutique dog photography business. How on earth do we give our clients everything they want and more while keeping the schedule and business practices that we desire? We train them with money.
I am a firm believer that if a client asks for something we should never say “no”. Instead, we can offer that extra service or item at an additional charge. For instance, if a client would like to do a session at their home, and a park, and downtown and you session only includes one location I would respond, “Absolutely, additional locations incur an additional $50 session fee.” If your client would like you to remove their glasses from every shot that they are in, it’s easy, “Absolutely, additional Photoshop work of that level does incur a fee of $25 for each image. Which images would you like me to do that for you?”
By offering these solutions you are not telling your clients no, you are giving them the option on deciding how important something is to them. They may decide that they don’t mind their glasses after all, and if they do at least you are being compensated for your additional work.
However, it is important that we don’t nickel and dime our clients. We don’t want them to feel how I feel every time I have to pay a checked bag fee at an airline, which is a little bit bitter. It is important that all of your regular services are included in one session fee and if they are asking for something small that doesn’t take a lot of time and is consistent with your brand just offer to do it for them. Exceeding our clients’ expectations is what leads to referrals. If you want to read more about that, check out What an Oil Change has to do with Customer Service.
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