6 | TN Photography | CRM: Enquiries

Customer Relationship Management

Most customer enquiries are very similar. The most commonly asked question is, 'How much do you charge?' If this enquiry is written in an email, here is my method of response illustrated using an example email.

My methods are by no means 'the one and only correct method'. I'm sure the more I learn in business the more I will improve various aspects of my CRM. However at the moment, this is how I deal with clients and so far it seems to work well for my business. I try to be consistent with as much as I can however each client is different and I will always customise my methods and make decisions based on individual needs.

Client:

Hi Tina

I saw the photos you took for _______ and I love them! I am interested in getting a portrait shoot done for my family. When are you available and what is your sitting fee etc?

Thanks in advance

Client x

[From this email the client has already told you they heard of you via referral, and that you did a good shoot for _____ as they have already seen these results, so you already have an idea of what they expect/like. They probably also know how much you charged the previous client.]

Response:

Hi Client x,

Thank you for your email. If you would like to see my full portfolio please see my website: www.tnphotography.com.au. I will be available from December 1st for portrait sessions.

I have attached a quote for a general portrait session. If you would like to discuss specific requirements in regards to what you are after please do not hesitate to ask, I am happy to customise a shoot for your needs.

Looking forward to your response,

Kind Regards,

Tina Nikolovski

Tn Photography

www.tnphotography.com.au

[I always begin the email with the client's name. Thank them for their enquiry, direct them to your full portfolio (website) just in case they haven't already seen it. Answer their questions re. availability. Assure them that the pricing/package can be customised as this is my own USP - unique selling point or niche. Direct them to the quote, i.e. 'see attachments'. I send clients PDF's as opposed to writing it in an email for a number of reasons, see below.

Page 1 - COVER PAGE

Photos reinforce specific job. If it were a food enquiry, I would include images of food.

Page 2 - QUOTE

Itemised invoice shows client exactly what they are paying for and why the price is what it is. Most clients do not realise the work that is involved (i.e. hours of post production). This informs them without overloading them.

Page 3 - PRINTING & General Info

These are 'add-ons'. Price shouldn't be a surprise to the client, it is better that they know from the beginning so they know exactly what they are up for and what to expect. Providing this will answer a lot of further questions before they are even asked.

This section is also very important because it informs the client about a deposit, the copyright of images and that a contract needs to be signed, and that an assistant photographer is a possibility - once again, no surprises. This is just enough information to inform initially without scaring the client off.

Page 4 - FAQ

The 4th page answers generally asked questions. This not only helps the client but it shows them that you are experienced in your area and have already dealt with other clients who ask about the same things.]