What does the term “customer service” mean to you?
According to Wikipedia, the definition is:
The provision of service to customers before, during and after a purchase.
That definition is key to understanding why some photography studios are busy, and others aren’t. The difference is in their understanding of what customer service truly is, and how often and when they connect with their loyal customers throughout their business life.
Customer service isn’t just how you handle the customer in a face-to-face conversation. Customer service extends to every point of contact you have with a person, from when they first notice you, until the moment you shut your doors and close down your business.
If you want to move ahead of your competition, make sure you have these 10 steps in place.
1. Have multiple ways to connect with potential customers.
And more importantly, check each source on a regular basis. In today’s world, people can connect with us via phone, email, text, Facebook and Twitter. And that just scratches the surface. While it is important to have multiple ways for a potential customer to connect with you, its even more important that you check each communication source regularly so you can answer questions immediately.
2. Use technology wisely.
If someone leaves you a voice message, let them know what to expect in return. If they send an email, send out an autoresponder message with the details. No matter what tools you use, you have a way of further connecting with your prospects and customers. Use it wisely.
For example, it’s easy to set up different forms and email addresses for different parts of your business. If you have a wedding page, when people fill out the form inquiring about your wedding services, use an autoresponder back to explain your services in more detail, and let them know you’ll be in contact in the next 24 hours to discuss their plans. Easy to do – and puts you one step up on the ladder of professionalism.
3. Show up on time for appointments.
It doesn’t matter how you connect with your prospects and clients, being on time sets the stage for future business. If you set up a phone call, make sure you dial their number on time. If you’re meeting in a coffee shop, be there a few minutes early so you can pick the perfect table, and have your laptop and other materials set up and ready to go. And if you are there for the shoot, be ready to go, camera and ideas in hand at the exact timeframe you selected. [Read more…]
7 Ways To Handle The Negative From Prospects and Clients
If you own a business, you have to deal with the positives and the negatives.
While most of your clients will love what you do, there will be the occasional client that hates everything, and you just can’t please, no matter what. Likewise you’ll get a ton of positive energy and great feedback online and on your social sites. Yet occasionally the negative will pop in there. What do you do? How do you handle the negatives?
1. Change your mindset. The minute you listen to or read a negative comment, you start to feel rattled, and quickly grow from upset to angry. How could this person feel this way? Ultimately it’s a reflection on you, and in many cases it just doesn’t sit well. Take a step back and breathe. Calm yourself down before you act or speak, and look at it through different eyes. Could what they are saying in any way be true? Then approach it in a positive way, and look for a way to re-explain yourself or provide new information.
2. Think first, act second. The easiest way to get into trouble online is to react immediately. We’ve all seen the responses to a negative comment on Facebook or Twitter escalate to where its being retweeted tens of thousands of times. The bantering goes back and forth until it literally goes viral, hurting the business owner much more than if he would have left the original comment alone. The problem stems from quick reaction. Take a step back and count to 10. Go out to lunch. Take a walk around the park. Calm down and think about the negativity. Only after you’ve had time away should you consider responding. And even then, think twice. – See Social Media – Your Best Friend or Your Worst Enemy?
[Read more…]