I know that we’re in this industry because we love taking photos, but it’s also because we love our people. Once you’ve discovered your ideal client, it’s easy to connect with inquiries because you are attracting those who are ready to book someone like you. It’s the connections I make with couples, and the personalization of their experience that really gets me excited about the work that I do. Here are my top client experience tactics I use to make this professional business service very personal!

Why an Amazing Client Experience Actually Matters

As a past bride myself, I quickly learned that so many wedding vendors give little to no attention to their client experience! They focus on the acquisition of the client, and the final fulfillment of the service but drop off until the wedding day comes around. I never want any of my clients to experience that with me!

Wedding planning can be stressful, and it usually throws a couple into a completely unfamiliar process. Being a consistent, trustworthy presence during that time can be rewarding for you and helpful to your client. This allows them to enjoy both their wedding day and the journey itself to the fullest!

As wedding photographers, we aren’t solely providing a service, rather we are guiding our clients to one of the most important days of their life.

How to Create a Personalized Client Experience

Communication

We have all hired someone to perform a service for us whether it’s for our business or personally and when you don’t hear from them, you start to worry. That’s why it’s practically impossible to over communicate in your client communication. You want to stay in touch so that they feel cared for and ready to respond when you need something from them! Here are some ways that I find communication touch points within my client experience:

• Email Templates: there are so many ways you can create business process automations that alleviate your workload and create connections with your client. These are the email templates I use to give clear and concise instructions that educate and nurture clients through the wedding planning process.
• Be sure you have quick communication turnaround times (24-48 hours) so you never leave them hanging!
• Provide a scheduling link through your CRM to schedule a call at any point during your work together.

Best Client Gifts

I consider client gifts a necessary component of the client experience. Gifting your clients is an opportunity to go above and beyond the average wedding vendor and create a lasting impression that will lead to future bookings. It should be both personal to them and personalized to your photography branding:

• Packlane: custom packaging (tape, tissue and boxes) with your photography logo designs. They offer instant quoting and fast turnarounds.
• Noissue: creative custom packaging that’s sustainable and eco-friendly including tissue paper.
• USB Custom Boxes: boxes for prints with a custom USB.
• Branded thank you cards from Etsy or elsewhere.
• Gift Card to one of their favorite spots (pull this info from their initial questionnaire) so they can take a break together from wedding planning or send it on their one-year anniversary!
• Photo Session Enhancement Kit to elevate their photography experience: flowers for engagement or family sessions, a cozy blanket for outdoor shoots, or a gift card to a local coffee shop for a post-session treat.

I’ve had so much fun researching and finding gifts for my clients that are personalized to them! When I went to New Orleans, I stopped in a local shop and bought a watercolor card of the city to send along with the couple’s gift. For my Montana couple, they had their rehearsal dinner at an amazing lodge with a gift shop where I purchased a bandana, wine stopper, and branded notecard. Getting personalized with your gifts can be fun, meaningful, and is a great way to show your appreciation!

If you want a one-time client to turn into a lifetime relationship, make an amazing first, second, and ongoing impression.

Wedding Guide

• Create a Wedding Guide to help them during their planning journey! Include an outline of the wedding planning experience, what the day will be like, and tips and tricks to best prepare. My Wedding Guide also includes: how to pack a box with wedding details for me to photograph on the day, timeline samples, and other planning tips!
• Send separately any other checklists or resources that would be helpful!

Send Wedding Galleries Early

• Generally, I submit their Sneak Peek gallery within one week of the wedding and their wedding within eight weeks. It’s such a bonus to their client experience to send galleries ahead of scheduled delivery dates! 
• Be very clear in stating your standard turnaround time when they inquire and in your contract, but deliver ahead of time!

Be Personable and Thoughtful in All Interactions

Infuse your brand messaging and personality into everything and remain consistent throughout. When you know you’ve gone above and beyond, make sure you ask for a testimonial! You can do this right after the final gallery submission when they are the most excited about their photos!

Catch them while their time working with you is fresh on their mind and they can gush about all that they felt in working with you! It’s even an option to offer a thank you gift for their Google Review submission.

Here are some of the raving reviews I’ve received all because of putting the client experience first:

Don’t think twice, Hannah is all around incredible. Not only is she beyond talented and produces timeless photos, but she was also there to help guide me though venue and outfit decisions. She really helped my fiancé & I feel relaxed in front of the camera. Photos will be the only thing I keep from my wedding and I’m so happy I chose Hannah to capture those memories! Vanessa Godinez

She was my absolute dream vendor for our wedding and I feel so thankful that we were able to work with her for our special day. Not only is Hannah one of the sweetest girls I have met, but she is so professional, organized and talented! She made me feel so comfortable on our day, and it was like a breeze shooting with her. Meghan Dial

She is organized, kind, happy, thoughtful, and SO FUN! Everyone at our wedding ranted and raved at how kind and fun she is, too! Coordinating with her was a dream and we felt so celebrated the entire time. Hannah, thank you so much for so perfectly encapsulating such special days for us! Lucy Pyle

I hired Hannah for her artistic approach to photography and she blew away my expectations. She is also the sweetest person and made my husband and I so comfortable during the whole process. I could not recommend her enough!! Alex Roth

It’s these personal touches that set you apart and guide a potential client in choosing between you and your competitor! Find my best client email templates and other photography business resources in the Education Shop!