Providing extraordinary customer service is about more than just delivering stunning images, products, or services. It’s about creating an unforgettable experience that strengthens client relationships and creates loyalty. Ever walked into a store and felt welcomed or at home? Or read an email that brightened your day and made you want to get to know that person better? Received a product with unexpected touches that made you feel warm and appreciated? That’s what I am calling ‘The Art of Extraordinary Customer Service’.

Here are a few tips on The Art of Extraordinary Customer Service and how I implement them into my personal photography business:

Personalized Approach

Tailored Experiences

I customize each photography session to fit the unique needs and preferences of our clients. From initial consultation to final delivery, every detail is designed with the client in mind. My onboarding questionnaires help me do this by getting to know the client and their needs.  From newborns and the color schemes they desire for their baby session, to branding and the specific marketing needs my client needs to visually address. 

Client-Centric Communication

Listen actively and respond promptly to client inquiries, ensuring that every concern is addressed and every expectation is met. This doesn’t mean you need to be on call 24/7 and respond immediately. Set expectations and boundaries, but make sure you are communicating and listening and resolving your client’s concerns and needs. 

 Building Trust and Transparency

Clear Expectations

Set clear, realistic expectations from the beginning. This includes discussing timelines, deliverables, and any potential challenges. I like to over-deliver and under-promise. Maybe I say it will be 6 weeks for your images, but really my internal goal is 3 weeks. This not only allows for error or hiccups but also exceeds your clients expectations. 

Honesty in Every Interaction

Keep clients informed throughout the process. If you run across an issue, don’t avoid it, be transparent and communicate with the client. Transparency builds trust and prevents misunderstandings. I’ve run across many misunderstandings, and hiccups in my 20+ years of business and I’ve learned along the way better way to communicate, engage and prevent these things from happening again. 

Going the Extra Mile

Exceeding Expectations

Look for opportunities to surprise and delight your clients, whether it’s through a thoughtful follow-up, an extra gift, or a personalized thank-you note. I write a personalized thank you note or a thoughtful ‘thinking of you’ for all my newborn and branding clients. A handwritten note goes a long way.

Attention to Detail

Pay meticulous attention to every aspect of our service, ensuring that even the smallest details are perfect.

Creating a Memorable Experience

Warm and Welcoming Atmosphere

I create a relaxed and enjoyable environment during sessions, making sure clients feel comfortable and valued. If they are in the office for viewing appointments, I have snacks and drinks for them. If it’s a photoshoot, I go above to make sure they are comfortable, relaxed and having fun. Sometimes that means ironing their clothing, helping them style, doing breathing exercises, or just making sure they are pampered and cared for. 

Follow-Up

Our service doesn’t end with the delivery of photos. I follow-up to ensure clients are satisfied and offer additional support if needed. I have emails that I send reminding them of their sessions, what to expect before, during, and after, I make sure they are satisfied with their photos and stay in touch with them long after their sessions. 

Continuous Improvement

Client Feedback

We actively seek and act on client feedback to continually improve our services. This helps us stay attuned to client needs and adapt to changing expectations.

Professional Development

I also evaluate the process from beginning to end, listening and engaging with clients and adjusting things for the future – ensuring we offer the best possible service. Sometimes I’ve had clients that haven’t had the best experiences and that’s ok, I listen, take the feedback learn and change as I move forward. It’s all about growing and adapting, not about doing it all perfect. 

Creating an Extraordinary Journey from the Start

Extraordinary customer service is not just about the final product or service; it’s about the entire journey from start to finish. At Krista Mason Photography, we are committed to making every client feel special and valued, fostering lasting relationships that go beyond the moment in front of the camera. By prioritizing personalized service, transparency, and continuous improvement, we ensure that our clients receive an exceptional experience that they’ll remember long after their photos are taken.