Do you want to know the one thing that keeps people coming back to your business and referring you to their friends and family? Client experience.
Client experience is the experience you give your clients when they work with you. It’s everything other than the actual service you provide. When you think about client experience, you’re thinking about the way they’re going to feel when they contact you for the first time, how prepared they will feel when they’re wedding day comes, how well they understand your delivery timelines and exactly what they’re getting, how you solve any problems with your service, and how you leave them.
I want to offer you a peek into my client experience for my videography clients!
When a client inquires with me they receive:
A personalized email responding to their inquiry
A Phone call
They enter an email sequence
If they choose to book, we get on the phone to solidify their package selections and talk over the contract
Once they’ve signed the contract and paid their deposit we start the planning phase:
My clients now receive an on-boarding gift (this is new for me in 2022 and I’m super excited for it!)
They are emailed my Bridal Guide
I connect with their planner and photographer and introduce myself
I send monthly emails with planning tips and tricks
I communicate that I don’t need much information from them until the month of their wedding so they don’t think I’ve disappeared
The month of the wedding we review their timeline, help them write vows, and send a questionnaire that prepares us for wedding day
On the weddings day we shoot their wedding like we always do! To learn more about that process, check out our last blog: How to Film Weddings
After the wedding day:
The day after the wedding we send a thank you email for letting us be a part of their best day! We remind them of our editing timeframe and get to work
When their films are finished we deliver them with another gift
If the client wants any changes, we accommodate that according to our contract and make sure they’re happy!
After we hear that they love their films, we say goodbye for now and ask for feedback and a review
Your process may look a little like this or not like this at all. You might not even have a standard process yet and that’s okay! You process will grow and change with you and your business. Prime example: I’ve been filming weddings for 10 years and I’m just now incorporating gifts into my process. It takes time and money and that’s okay! To help you refine your client experience I’ve got a freebie for you! It’s my client experience worksheet that walks you through your clients’ lifecycle with you. You can fill in the blanks on your own, ideal client experience! Download it, grab some tea, and up your game today!