Three Tips for Preventing Any and All Client Frustrations | Transcription

I read a book, actually quite a while ago but it had a piece in that book which was so great. A quote that was so awesome that it has changed my life, which I want to share with you. Now the book is called For All Eternity and it’s actually a very fantastic book and throughout this course, I’m going to be recommending books and guides and so forth to help you with communication.

This one has nothing to do with photography, by the way it’s by Dr.Lund, did I say Ductor, Dr. Lund. It’s by Dr. Lund and it’s all about basically, effective communication within your marriage and if you’re married, check it out. It’s fantastic. It’s helped me. One of the lines in that book, Dr. Lund basically said, “All frustrations come from unmet expectations.” Now that quote just blew my mind.

What I realized is not only is that statement correct in a relationship, it’s also correct in every other single aspect in our lives. From our professional relationships to our actual career itself to the way that we internalize and view ourselves to in fact, your enjoyment of a movie is based on expectations. Let me give you an example. Everybody loved the old Star Wars, the original Star Wars 1,2 and 3 well actually, there were 4,5 and 6.

They were amazing, they were incredible. Such high expectations were set with that first three that when the latter part came out, well they were actually Star Wars 1,2 and 3 but they came out later. You guys know what I’m talking about. When the new ones came out, everybody was in a rage and George Lucas could not keep all the fan boys and fan girls just from bashing this entire movie. Now the thing is in actuality, the new Star Wars movies were actually pretty good, minus Jar Jar Binks. That was just a giant mistake right from the beginning.

They were actually pretty good movies in and of themselves had you gone into those movies without any expectation, without anything whatsoever and just watch the movie for it’s entertainment and it’s fun factor. I think most people would’ve walked away and enjoyed it. Instead we had lofty expectations of what it should’ve been and because of that something that was perfectly good, in our eyes ended up being complete garbage.

This is the power of an expectation and it applies to the area of photography and every other area. The key steps, the three keys for preventing them is number 1 to understand your clients expectations. When they walk in the door, gain and understanding of what their vision is of what their needs are for their photography. The things we are going to be discussing in this course to help you do that are things like asking targeted questions.

We’re going to talk about that communication process and even show you our initial meeting to help us to gain that understanding. We’re going to discuss the mood board and the itinerary. We’re going to listen to our clients and identify potential expectations, needs, wants, concerns and so forth. We’re going to reiterate and address those different needs and wants as we go through. Then as we encounter unrealistic expectations, we’re going to help tailor them.

We’re going to teach you how using positive phrasing to guide is far better than ever saying no or ever saying can’t. Were going to be showing you how to basically use your mood board to help you in tailoring expectations and how you can revise the itinerary to set yourself up for success. We’re going to be discussing how the expectation should be reasonable and realistic and how to kind of convey that to your clients.

We’re gong to provide solutions and guidance to our clients to not only just basically help tailor expectations but to provide guidance on what we could do, instead of basically whatever unrealistic expectations they might have. Some of the most common, unrealistic expectations have to do with basically, the timeline. It could be the timeline on anything. It can be the timeline on a automotive photo shoot. It can be the timeline on a wedding, the timeline on a portrait session.

Clients will always come in and they will say,”oh yeah, we just want 5 minutes of you know this or 5 minutes of that.” In reality it’s never that way. They want you to do 30 minutes of formal photos in a 10 minute time period. When we don’t tailor these expectations, when we let them walk out the door thinking that those things are possible, we’re shooting ourselves in the foot. When we don’t exceed, those expectations and when we fall short they’re going to absolutely blame 100% everything on us and in their minds it will be a complete failure, despite you delivering a good product because simply it did not meet their expectations.

We’re going to tailor and set those expectations to be realistic and in step number 3 in preventing any client frustration is to exceed those expectations. We’re going to talk about putting in 110% effort and showing that effort and how we do that during a shoot. We’re going to talk about how we educate clients during a shoot. We teach then while we’re in the shooting process so they know what we’re doing. They can see examples of how we’re creating images by doing this and moving the lights and doing all that kind of stuff.

Not in a way that’s boring to them but in a way that they realize how much effort that we’re putting into it. We’re going to under promise and over deliver. If our typical delivery time for our images is 3 weeks, I’m going to tell clients 6 weeks and then I am going to deliver it in 3 weeks or in 2 weeks or in 1 week. I’m going to exceed those expectations. If we set ourselves up to basically over promise and under deliver, you’re going to have clients that are incredibly frustrated.

They’re going to walk out unhappy and all we would of had to do is simply understand expectations, tailor them and then exceed them. This is going to be the key throughout this entire course and I want you guys to focus on this, especially when tailoring and refining the contents to your industry and your area photography. That’s it for this video, let’s go ahead and move on to the next one.

Communication!

  • 1.1 Wedding Workshop Part One Trailer
  • 1.2 Chapter 1 Intro
  • 1.3 The Mission. Consistently Incredible Imagery
  • 1.4 The Four Key Skills of the Successful Photographer
  • 1.5 Chapter 1: Exercise
  • 1.6 Three Tips For Preventing Any Client Frustrations
  • 1.7 How Frequently Should You Be Communicating With Your Clients?
  • 1.8 Every Client is Your Only Client
  • 1.9 Chapter 1: Quiz
  • The Initial Meeting

  • 2.1 Chapter 2 Intro
  • 2.2 Know Your Audience
  • 2.3 8 Keys To Building Trust With Your Clients
  • 2.4 The First 15 Minutes | Part 1
  • 2.5 The First 15 Minutes | Part 2
  • 2.6 Five Reasons You Need an Engagement Shoot
  • 2.7 Discussing The Engagement Shoot | Part 1
  • 2.8 Discussing The Engagement Shoot | Part 2
  • 2.9 Five Reasons You Should Have Clients Create a Mood Board
  • 2.10 Chapter 2: Exercise #1
  • 2.11 Discussing the Mood Board | Part 1
  • 2.12 Discussing the Mood Board | Part 2
  • 2.13 10 Timeline Points to Discuss During the Initial Meeting
  • 2.14 Wedding Photography Timeline | 3 Tips On Managing Time Constraints
  • 2.15 Discussing the Timeline | Part 1
  • 2.16 Discussing the Timeline | Part 2
  • 2.17 Chapter 2: Exercise #2
  • 2.18 Two Reasons to Create a VIP List
  • 2.19 Discussing The VIP List | Part 1
  • 2.20 Discussing The VIP List | Part 2
  • 2.21 Four Reasons We Love Formals Lists
  • 2.22 Discussing the Formals List | Part 1
  • 2.23 Discussing the Formals List | Part 2
  • 2.24 Discussing Photo Versus Cinema Coverage | Part 1
  • 2.25 Discussing Photo Versus Cinema Coverage | Part 2
  • 2.26 10 Tips & Reasons to Hire a Wedding Planner
  • 2.27 Four Reasons We Love to Promote Using Planners
  • 2.28 Chapter 2: Exercise #3
  • 2.29 Discussing Wedding Planners | Part 1
  • 2.30 Discussing Wedding Planners | Part 2
  • 2.31 Chapter 2: Quiz
  • Prepping for the Engagement Talk Through

  • 3.1 Chapter 3 Intro
  • 3.2 Post Booking Email & Requests
  • 3.3 The Ideal Timeline Planning Guide | Part 1
  • 3.4 The Ideal Timeline Planning Guide | Part 2
  • 3.5 Preparing For The Talk Through
  • 3.6 The Engagement Talk Through | Part 1
  • 3.7 The Engagement Talk Through | Part 2
  • 3.8 Post Talk Through Confirmation
  • 3.9 Chapter 3: Quiz
  • Engagement Shoot Prep & Communication

  • 4.1 Chapter 4 Intro
  • 4.2 Preparing for the Shoot
  • 4.3 Same Day Location Scouting
  • 4.4 The First 15 Minutes | Part 2
  • 4.5 The Foundation Posing Framework Primer | Part 1
  • 4.6 The Foundation Posing Framework Primer | Part 2
  • 4.7 How to Address and Resolve Shoot Concerns | Part 1
  • 4.8 How to Address and Resolve Shoot Concerns | Part 2
  • 4.9 10 Ways During the Shoot to Build Trust, Confidence, and the...
  • 4.10 Four Reasons Why Teasers Are So Awesome
  • 4.11 Delivering the Final Engagement Photos
  • 4.12 Chapter 4: Quiz
  • Prepping for the Wedding Day Talk Through

  • 5.1 Chapter 5 Intro
  • 5.2 Pre-Wedding Talk Through Email
  • 5.3 Preparing For the Talk Through
  • 5.4 The First 3-5 Minutes | Part 3
  • 5.5 The First 3-5 Minutes | Part 3.5
  • 5.6 Tuning into Their Vision | Part 1
  • 5.7 Tuning into Their Vision | Part 2
  • 5.8 Timeline Walk Through | Part 1
  • 5.9 Timeline Walk Through | Part 2
  • 5.10 Discuss the Family Portraits | Part 1
  • 5.11 Discuss the Family Portraits | Part 2
  • 5.12 Condensed Itinerary and Information
  • 5.13 Chapter 5: Quiz
  • Wedding Day Preparation & Communication

  • 6.1 Chapter 6 Intro
  • 6.2 Preparing for the Wedding
  • 6.3 Our Wedding Day Arrival Policy
  • 6.4 Team Planning Walk Through | Part 1
  • 6.5 Team Planning Walk Through | Part 2
  • 6.6 10 Ways to Amaze and Impress Throughout The Wedding
  • 6.7 How to Address and Resolve Wedding Day Concerns and Case Study |...
  • 6.8 How to Address and Resolve Wedding Day Concerns and Case Study |...
  • 6.9 Five Reasons to Create a Same-Day Slideshow
  • 6.10 Delivering the Final Wedding Photos
  • 6.11 Tips On Client Satisfaction, Reviews, & Testimonials
  • 6.12 Chapter 6: Quiz