In this episode, Marie Tilkens, a luxury family and motherhood photographer based in Washington, D.C., shares her insights on creating a personalized and nurturing client experience from initial contact to post-session follow-up.
Marie shares a wealth of information that will help the listener understand how to have an incredible client experience from start to finish. Some of the points discussed include:
1. Client Onboarding: Marie always starts with a Zoom call to save time and establish a personal connection; this builds trust and ensures clients are relaxed during the session.
2. Personalized Communication: Although Marie does not rely heavily on automation, she does use templates to communicate immediately with each client who inquires.
3. Nurturing Tools: Marie goes over her family photography guide process, her personalized welcome gift process, and all the tiny, thoughtful touches she does to serve her clients before their actual session.
4. Post-Session: Marie has a philosophy where she underpromises and over-delivers. She does shoot in a hybrid manner (both digital and film), so she tries to set expectations right off the bat for how long the product will take. Her clients are always surprised when they receive a preview collage of their session, and they also are pleasantly surprised when she has a Zoom call with them to go through their slideshow!
The Three Main Takeaways That Marie Wants Every Photographer To Remember Is This:
1. Nurture the relationship with your client.
2. Personalize the photography experience.
3. Under-promise and over-deliver.
Connect with Marie Tilkens
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