Connecting With Your Clients in the Service Industry

How long do you spend with each client? When someone contacts you for your services, do you simply provide a quote and answer their questions, or do you leave a resounding impression of not only what you provide, but the client leaves knowing WHO is actually providing it?

Many in the service industry are sometimes bogged down the amount of inquiries they receive and at times forget how important it is to give each person the attention they deserve. Even the repetitive cycle itself sometimes gets old. At times, it is much easier to just answer the basic inquiry and wait for them to take the next step, but it doesn't create real value or even provide enough incentive for them to get back to you. Even if you're offering the hottest widget in town, you will have to back it up with great customer service.

In the service industry, such as wedding photography, the connection we establish with each client should encompass a personal one. You have to learn more about your clients in order to be able to know exactly what they need. Majority of the time, couples getting married are looking for a wedding photographer for the first time. With this situation, you have to educate and show real concern for each bride & groom. By showing you truly care, the basic 'trust seed' required to establish a working relationship can be planted.

Far too many established photographers tend to have the attitude 'here are my prices, call me if you want to setup an appointment,' but this is not evolving your methods, and for some client impressions, is a step backwards for your brand and the services you provide. Just because you've been doing it for a while, doesn't mean your client has.

You could pay a lot of money to an outside consulting firm to come in, analyze your business practices, and give you a written report concluding your clients just wanted to get to know who you are and feel more connected to you. Or you could be proactive by sticking to the basics of personal attention and good old fashioned etiquette. Give each clients the treatment you would for a guest invited into your home. After all, you want to get 'invited' into their home eventually. Take care of your clients, or someone else will.

Of course, as a client this is a great litmus test. If you don't get a warm fuzzy from the person who you may be working with, walk the other way no matter what. Go beyond just asking the boiler plate questions of how much, etc. Make the effort to connect and see how much they want to connect with you. If they don't care about you now, how much do you think they'll care about the service they provide you later?

Keep it simple my friends.