Mastering Client Communication as a Wedding Photographer or Videographer
As photographers and videographers, our work is important. However, great visuals alone may not win over clients without excellent communication. Meeting expectations and building lasting relationships are key. Today, we will explore why client communication matters and how to get better at it.
Photo // Allie Cox
HIRE HER ON SECOND SOCIETY
Why Client Communication is Crucial
Setting Expectations
A significant part of any potential couple is expectation management. Clients come to you with visions that sometimes are intricate and detailed and may need customization. Other times, vague and broad. Clear communication helps bridge the gap between their expectations and what you can deliver. Misunderstandings early on can lead to frustration on both sides and unmet expectations…not to mention money lost or even worse, the whole contract lost.
Be clear and consistent with what your deliverables are. Don’t assume they understand what a doc edit is or a type of gallery. Give them clear guidelines on what they can expect to get from you.
Building Trust
Establishing trust with your clients starts from the very first interaction. Quick responses, transparency, and regular updates can make a world of difference. When clients feel heard and valued, they’re more likely to be patient, cooperative, and ultimately satisfied with your work.
I once had a client whose budget was 3k for a film at first and ended up booking a 13.5k package. Why? Because I built trust, was quick to respond, made them feel like a million bucks, heard them, that I could deliver above and beyond what they were looking for, etc.
If you want to charge $20k for weddings just give your clients a $50k experience.
Smooth Workflows
Go sign up for a CRM right now and learn it inside and out! Effective communication requires workflows. Most of you run your business by yourself and don’t have time to try and keep track of everything. Spend the time building a workflow out for the following:
Lead Intake Form on Website.
Quote.
Contract.
Invoice.
Questionnaire.
1Day after Wedding Thank You Email
We’re working on Your Gallery Now Email
Your Photos/Film Is Ready Email
Ask For The Referral Email
1 Year Anniversary Email
How to Get Good at Client Communication
Listening
One of the most fundamental aspects of communication is listening. Clients need to feel that their thoughts, concerns, and ideas are being heard and taken seriously. Make a habit of actively listening. This means not just hearing words but understanding the emotion and intent behind them and MATCH THEIR ENERGY. If they’re stoked about flowers, you now are also stoked about flowers and will shoot those details like no other!
Be Clear and Concise
While it’s tempting to wow clients with industry and technical details, it’s better to keep your language clear and concise. Simplify where you can and make sure your client understands the important points. This also applies to contracts and emails, keep them straightforward to avoid misinterpretation!
Utilize Multiple Communication sources
Different clients prefer different methods of communication. Some might prefer emails, while others might lean towards phone calls or even text messages. Be flexible and comfortable using multiple communication sources. Tools like Zoom can be very effective for face-to-face communication, especially when discussing detailed aspects such as weddings!
Be Honest and Transparent
I recently took my car in to get fixed and got an update 6 times on how the car was doing and updates on when it would be fixed! It took all the guesswork out and I always had an answer to tell my wife! Clients love updates! Never fear that they’re going to be mad that you haven’t started on their film or photos yet. Honesty is indeed the best policy. If there will be delays, or if certain client requests are not feasible, let them know immediately. Clients appreciate straightforwardness and it helps in managing expectations!
Change Your Approach
Every client is different. Some may need more hand-holding, while others might be happy with less frequent communication. Adapt your communication style to fit the particular needs and preferences of each client. Ask them upfront how they like to be communicated with and make a note of it!
Photo // Alli Cox
In the world of photography and videography, technical skills and creative vision are your bread and butter. However, client communication can be your competitive edge! It’s a crucial aspect that can make the difference between a one-off project and a lifelong client relationship! I hope some of my two sense has helped you in anyway. As always feel free to reach out if you have any questions!
Cheers,
Jimmy
KIND WORDS
“Second Society has saved me twice now finding a last minute second shooter to help film a wedding. Even with my personal list of go-to’s, I was unable to find anyone available. I created a job post on second society and with-in a day, I received a couple of videographer requests willing to help. If you’re not already using this app, you need to!”
-Audrey Alba Films
