Create The Right Client Experience

Your customers are important, so ensure that you look after them and watch what you say

- Paul Wilkinson

One of my clients told me about an experience they had with another photographer. They commissioned a shoot of their family and were due to meet at a local woodland spot.

It was the first time they’d done anything like this, and they were a bit nervous. Their two children – six-year-old Harry and three-year-old Jade – provided the usual challenges on the morning of the shoot: “I don’t want to wear that!” and “I don’t want to go!” Still, mum and dad managed to bundle everyone into the car and get to the location on time.

The photographer clearly had limited experience with children. He seemed unsure how to respond when Harry complained about feeling cold and when Jade preferred to kick up leaves rather than stand and pose for the camera. However, the parents felt it went well overall. Mum and dad’s anxiety was replaced by relief that there’d been no dramas and there was an anticipation to see the images. Everyone started walking back to the car park when the photographer made a comment…