So many of us focus on getting those valuable clients, only to not know what to do with them once we have them! We often forget that referrals are the best form of marketing.

What does it take to keep clients coming back year after year. I’ve both retained clients, and lost clients, here’s what it’s taught me.

  1. The clients in your door, right now, are your most valued asset.

    There are SO many options to choose from, and as you may know I am not a budget photographer, so I have to offer something more than a low price. Good quality photos is one thing but client care is a close second. I can teach you how to take amazing photos, but if you don’t know how to care for your clients you won’t have a business for long.


    Consider asking your clients for feedback.
    Always be the first to apologize if things don’t go perfectly.
    Thank them for their support of your business.
    Make every step easy for them, booking, communication, delivery.

    I’ll be the first to admit, that even in writing this, I am feeling the mistakes I make all the time. Be quick to apologize and throw in some love. They’ll forgive ya!

  2. Teach them your workflow.

    Tell them how long it will take before they see their photos.
    Set their expectations before they start emailing you and asking.
    Communicate clearly, and then communicate some more!

  3. Reply promptly. But not too promptly.

    Wow, this is such a pet peeve of mine but I think it’s added to my success. Reply to any client email within 24 hours on weekdays. Never reply on weekends.

    Yes! I’ve broke this rule, I’ve replied at odd hours but don’t, if you can help it, trust me, just don’t.

    Reply within 24 hours to any weekday inquiries, weekends are for your current work and rest. Either you are at a wedding, or doing family sessions on Saturdays, focus on those clients who are already paying you, and take one day off a week for self care.

  4. Validate their concerns and questions.

    Maybe it’s my age, but I believe the client is always right.
    Say sorry quickly, validate validate validate, move on.
    You can fire a client, but make sure and first apologize and remedy any situation.
    They are your reference for your next job, they are your pay check, don’t burn any bridges, ever.

I’ve been in business for over 20 years and I’ve made mistakes, someday I’ll share the big ones! But I also have retained clients the entire time, and for that I am so proud and grateful.

Want one on one advice?

Consider signing up for some consulting with me through The Well Collab. It includes all the perks of being a member, online events, features and promotion, as well as one on one consulting with me. Consulting is done online and available to anyone, anywhere.

xo

Tammy

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