If there’s one area of my family photography business that I’m most proud of finessing this year it’s my client workflow. And, how I take care of my clients for every session through my client experience.
Some of this needs to be credited to Amanda Hedgepeth — not only for mentoring me at the beginning of 2020. But, also for showing me the privilege of being one of her clients whom she takes care of so, so well. The two times that Amanda has captured our family have been easy and fun experiences! And, I will never get over the surprise that is receiving my photos the very next day on vacation! What a treat!
I also think the best compliments from my past clients have been things like “that was easier than I was expected” or “Wendy took good care of us” and I hope to always make the process a simple one. There’s enough stress in our lives — no need for a photo session to add to that!
My client experience begins with an inquiry. Whichever way I receive them, I always make sure to start an electronic workflow through my HoneyBook account which keeps all the communications, meetings and invoices for my clients together in one spot. A lot of it is automated now. This helps to make sure I never forget to take care of a client, even in busy seasons!
I’m completely upfront with what the entire process will look like and how I’ll help them along the way.
To make things official, we do a deposit of half of the total and put two dates on the calendar — our main date and a backup. This way, there’s no scrambling to find a second date that works for both of us.
I help my clients with choosing the best location. This is based on their style, preference, safety concerns for their family. And, I also love helping with deciding on outfit options, too.
The week of the session I reach out to my client. We chat about a final location, directions, confirmation of time and an opportunity for any last-minute concerns or questions.
I always scout out the session location the week of the session… even for locations I’ve been to a thousand times. I don’t ever want to be surprised by a giant mud pile or a cut-down tree or a huge mess of some kind. And I always try to arrive before my client so that I can greet them and start things off well for them.
Our session is easy and fun — we explore, we talk and we laugh. I chit-chat with the parents while capturing candid moments of kiddos. And, I let the kids “help me” so I can get pics of mom and dad, too. We run, collect leaves and have simple little adventures.
After the session, I let my clients know when they can expect to hear from me (and how). I always under-promise and try to surprise them by delivering their gallery earlier than expected. Most of the time, my editing and gallery creation process can be completed three days after our session. No more waiting for weeks for your photos!
And that’s not it — we’ll be in touch long after your session! Hopefully as friends but definitely you’ll hear from me regarding different promotions and deals and any fun tips or free resources.
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Hope to see you soon!