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10 Reasons Why You Aren't Getting More Clients: Your Customer Service is Awful

This is the final post in a 10-part series called "10 Reasons Why You Aren't Getting More Clients." Here's a link to the rest of the series in case you missed it. Let's face it: most of us did not start our photography business because we love dealing with clients. We started it because we love photography. 

In fact, I find that the customer service skills of most freelance business owners out there (not just photographers) is painfully bad. Enough so that it drives clients away. 

People will pay more if they know for sure that the service is amazing, because we all know how frustrating it is when you need to deal with customer service at a business with horrible customer service. 

Ever had to call your phone company and get something taken care of that looked wrong on your bill? Yup, I'd rather pull my hair out too. It's horrible. 

So how could bad customer service be keeping you from getting new clients of your own, and what does good customer service look like?

Your email is a mess

If you're not responding to clients within a single business day, you're taking too long. This includes questions about sessions, new inquiries, and current clients as well. 

If your current clients are left waiting, they will be less likely to refer you to their friends, and referrals are a HUGE source of new clients for business. 

If you're not getting back to prospective clients quickly enough, they'll likely go elsewhere as it will be frustrating and they'll feel like you don't value their business. 

Not only that, but make sure your emails are succinct and professional, as it's often the first impression you give to your clients and you don't want them to think you are a 13 year old girl who only speaks in text-talk. Every word is important.

Set proper expectations

The biggest issue I see with newer photography businesses is that they haven't learned how to properly set expectations, so clients get frustrated and it causes a lot of issues to deal with later. Unless you tell your clients what to expect at every step of the process when working on you, they will set their own expectations about what it should be like to work with you and you'll be expected to meet them or they'll be unhappy, and that's not what you want. 

This is important to do even from the start before they are your booked clients. Setting expectations builds trust so people know exactly what to expect and feel educated enough to make a good decision about hiring you, so it does affect how many people book you as well.

Turn difficult situations into positive experiences

Difficult situations can suck the life out of you and make you question if you even want to be in business at all. Yet they present a unique opportunity to turn this into an experience so positive that they can't help but tell their friends about how awesome you handled their issue. So don't avoid them - do everything you can do make it better.

This marks the end of the 10-part series about why you aren't getting more clients. Leave a comment below with the reason that was most helpful to you! 

Jamie M Swanson is a Madison Wedding Photographer who shares her secrets about photography marketing over at The Modern Tog. Click to check it out!

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