Client Experience 101

  1. I love your blog posts! Thank you so much for sharing this type of information. This post in particular is very helpful because right now I’m in the process of defining how my process is going to be . I have the proposal toolkit and I’ve been working on it for my first potential client 😊. I have a some questions: what do you think about putting together in a document the proposal or estimate and the terms and conditions of the contract? I mean, instead of having two separate documents maybe I could put at the end of the estimate section the term of the contract and finish with the signatures (digital). This way when the client receives the estimate and agree he can immediately sign it and send it to me.
    The second question is about the questionnaire. Could I collect all the information in a questionnaire before having a call with the client or is it better to fill the all questionnaire with the client? I think the second option would be more time consuming. I would appreciate if you could give me your thoughts about it. Thank you so much!

    • Fanette Rickert says:

      Hi Jennifer!

      Thank you so much of your questions 🙂
      Regarding the first one, having one document that gathers the estimates and terms and conditions is totally fine. I know for example that this is how it works in France for example, rather than having a separate contract. I think whatever works for you and creates a better experience for the client is always a good idea 🙂
      For the second question, it really is up to you. I used to collect the information in the questionnaire so I would have everything I need before the call (because the calls were making me nervous). It is totally fine to do it this way, but I noticed that some clients don’t fill to out for lack of time, or find it annoying. So now I ask all the questions on the phone. I still have the questionnaire, but I fill it myself as I am talking to the client on the phone. It is more time-consuming for you, but it can be a better experience for the client, and personally, I like to hear their response rather than read them, I can actually get more information, and help them through the answers.

      Hope this helps, let me know if you have any other questions!

  2. Jessica says:

    Thank you so much for this super useful information! You have a great way of explaining and I love to read everything your share!
    Can I ask for your opinion considering having two webpages when you have two different parts in your photography business. Do you think it will be confusing for the different type of clients when you one have one webpage or is it better to keep you hole business together dispite the different clients you want to reach ?
    Wish you a great day!

    • Fanette Rickert says:

      Hi Jessica!

      Thank you so much for your message and for your question! I think it really depends on how different the parts of your photography business are. For example, if you offer food photography and also portrait / weddings for example, I would absolutely keep those separate, because one is addressed to businesses and the other one to individuals. But, if your services are somewhat similar, or attract the same type of clients, I think it would be fine to have them all onto one website. For example if you shot food and products, and maybe branding photography for business owners, I think you could keep it together. I would however keep separate galleries for each type of work.

      I hope it makes sense, let me know if you have further questions!

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