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Great Customer Service

By Ira Gostin © 2003 www.gostin.com

Great customer service is an extremely important part of your business's success. The following will provide you strategies for implementing a better customer service plan into your business.

1. Customer Service (CS) is a business strategy, not a tactic. It must be an integral part of your business structure.
   
   
2. CS has to be presented as a "united front" from all members of your business. It can't just be something you highlight on your website, but rather an intense dedication to providing your clients and customers exquisite service.
   
   
3. Analyze every aspect of your business. What can you do to make your customers' or clients' life easier while they work with you? What can you do to make their photo shoot a better experience? Take a "guerrilla" approach - have fun, be wild, be unique in your approach.
   
   
4. Are your contracts easy to understand? Is all of your paperwork carefully crafted? Don't just take the paperwork that your specific trade organization provides. Use it as a model, customize it, get your fingerprints on it so it has your "feel" to it.
   
   
5. For a Monday or Tuesday shoot, make sure the client has your home phone number. They will rarely use it, but they will be comforted knowing they can reach you over the weekend if needed.
   
   
6. On a location shoot, do you have shelter from the sun? Chairs? Bottled water? Are you providing comfort for your client? These are all important aspects of the shoot. I have been in some photographers' studio bathrooms that were disgusting. It may seem minor, but a clean bathroom will enhance your client's overall satisfaction.
   
   
7. How are you delivering your job? Is it in a grocery zip-close bag, or do you use unique and professional packaging? Are you delivering CDs with hand-written Sharpie labeling, or are you professionally packaging your CD's with a label and in a CD case.
   
   
8. Do you follow up with your clients after the shoot? Are you saying "thank you" for their business? Don't ever assume that your clients know you appreciate them -- tell them!
   
   These are just a few items, but if you stop and analyze your own business, you will come up with many ideas how to increase the level of your own customer service.

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