~ STUDIO STUD IO EMAIL EMAI L ASSISTANT ~ Thank you for purchasing Design Aglow's Aglow's Studio Email Assistant. Copy and paste the following emails into your mail program to use as signature templates and customize to your studio's policies. PLEASE NOTE: These These emails emails are extremely extremely detailed detailed and are not necessarily necessarily meant meant to be delivered in their entirety. They are a starting point; e recommend care!"lly reading and choosing only portions o! these emails to constr"ct yo"r on personali#ed responses. $e%ve incl"ded an ab"ndance o! in!ormation so that yo" can trim it don to !it yo"r individ"al needs. There are notes in &E' in &E' thro"gho"t thro"gho"t this doc"ment. They are !or yo"r re!erence and to clari!y certain points. Please ta(e care not to accidentally incl"de them in yo"r !inal !inal emails.
1. Email response to customer query when they feel your prices are too hih! This welcome email aids price shoppers and provides an FAQ for weddings/portraits. Dear Client, Thank yo so mch for taking the time to review my we!site and for getting in toch. Finding the right photographer takes a lot of time and research. "iven the natre of yor #estions, it seems yo are well on yor way$ %n the digital age, as access to professional #ality cameras !ecomes increasingly easier, consmers shold remain wary when selecting a professional p rofessional photographer. photographer. &any new photographers are emerging every day, day, setting p we!sites and charging for services which are not professional in #ality and for which they have little to no training. The right photographer for yo will meet man y criteria which may inclde' photography style, price, reptation, availa!le prodcts and #ality of work. (ased on yor #estions, pricing is a ma)or factor in yor search for a photographer pho tographer.. *hile % can+t deny the financial side of any decision, it is also !eneficial to nderstand pricing in order to make the most informed decision possi!le. Does yor photographer se top of o f the line e#ipment %f so, they have hav e likely invested tens of thosands of dollars into #ality gear in order to provide yo with the very !est !e st images possi!le. Does yor photographer have a good reptation in the commnity %f so, they likely provide a good prodct, and pricing is )stified !y that talent. Does yor photographer have an e-tensive prodct line %f so, they have likely !ilt solid relationships with many vendors in the photographic indstry and have invested a great deal of time and research into finding a wide array of prodcts their clients will love and !e prod to display.
Does yor photographer offer all digital files with a low session fee %f so, the y are likely new to the !siness and are attempting to nderct esta!lished professionals !y offering a deal. o get what yo pay for. *hen yo hire a professional photographer with a good reptation, great prodcts, keen eye, professional process and appropriate pricing, yo lift the !rden of worry. worry. And since #ality, #ality, cstom portraitre does re#ire an investment, it is important important to consider' 1. Am % prepared to make a higher investment to ensre the #ality of the work . *ill a reshoot !e possi!le For many occasions like weddings, reshoots are not po ssi!le. And since we don+t often have the gift of a reshoot, captring memories with care and an d confidence is worth the investment 0 every time. . %s the event % am captring time sensitive, emotionally important, or ni#e %f so, yo can+ t afford mistakes 00 it needs to !e done right the first time. &any prospective clients ask, 2*hy am % paying yo 345 for an 6-17 when % can prodce my own for 3.57 at the one0hor photo or a 314.45 photo package at my local chain stdio 8hotographs o!viosly don+t cost that mch to prodce.9 Trthflly, Trthflly, while it doesn+t cost mch to make an 6-17 at yor yo r local one0hor photo, it does cost a professional photographer mch more. Factored into every photographer+s price is the cost of doing !siness professionally. professionally. The 357 session fee for a two hor session does not mean yor photographer earns 31:5 per hor; several hors of editing, retoching, cropping, presentation/online gallery preparation, printing, packaging, employees, la!s and delivery to prodce #ality photography are re#ired.
yor photographer.
. Style an" Session! This email e-plains the photographer=s shooting style, the session, the ordering process and payment. (hotographer! "uch of this email contains information that would also #e appropriate to include in your client's portrait agreement or welcome packet.$
Dear Client, Thank yo so mch for yor interest in my work and for entrsting me as yor photographer. e-t, % will select the !est images from or session and edit them for yo to review. ?This process takes appro-imately 0 weeks.@ nce ready, yo will receive an email or phone call so that we may schedle a presentation. This appointment takes place dring reglar !siness hors at the stdio, and lasts appro-imately 47 mintes. Thanks to ctting edge stdio software, we are
a!le to pro)ect life0siBe images and wall gropings right on or wall for yo to en)oy. As yo choose yor favorite images, % will provide artistic inpt on portrait gropings, placement in yor home, and siBe given yor !dget and personal taste.
. #re$session email. This email sets the rles for the shoot and reminds cstomers what is inclded, via key !llet points, in the session fee. (hotographer! "uch of this email contains information that would #e appropriate to include in your client's portrait agreement or welcome packet. This is a lot to include in an email% so you would want to limit it to only the most pertinent info% since it ser&es only as a reminder of your policies laid out in the portrait agreement or welcome packet.$
Dear Client, As or session date is soon approaching on Tuesday% anuary ) at *pm, % wanted to send yo a #ick email to remind yo of a few key items. r stdio is located at )+ "ain Street% ,our Town% -SA% )+*. 8arking is conveniently located at varios free lots on the srronding streets, or via paid parking directly otside of the !ilding.
provide or stdio with 6 hors= notice so we can reschedle yor session and provide this time for another client. Failre to provide ade#ate notice of a cancellation will reslt in the forfeitre of yor session fees, and new session fees will !e re#ired to reserve a different date. .
17. ach session entitles a family to a two0hor design consltation and presentation appointment. As needed, additional appointment time may !e !ooked at 3157 per hor. 11. Client images are held for a ma-imm of three months after o r photography session. %f a presentation appointment has not !een arranged !y the client or is repeatedly reschedled, the
stdio mst discard the images to make room for new clients. After this time, or stdio !ears no lia!ility where reslting image loss is concerned. 1. rdered images remain on file for one year from the date of yor portrait session. All nordered images are prged 7 days after yor presentation appointment. 1. Completed portrait orders can !e o!tained at the stdio once yo have !een notified that yor print order is ready. 8lease call to make pick p time arrangements !efore yo arrive so yor order can !e assem!led and ready for yo. 1. Geprint orders can !e made at any time throghot the year while yor images are in or archives. 8lease note there is a minimm 357.77 investment re#ired for all re0orders. 15. De to the cstom natre of the prodcts and services provided !y or
. Secon" #hoto Shoot %esche"ulin . This email sets forth stdio policy
regarding reschedling for a second time. Dear Client, % received yor message regarding yor wish to reschedle yor photography session. % regret we will not !e a!le to see yo for yor session !ooked for ?insert date@. As yo may recall, yor original session was !ooked for ?insert date@, !t was reschedled in favor of or most recent session date of ?insert date@. *hile or
5. Secon" Or"er Appointment %esche"ulin . This email sets forth stdio policy when reschedling for a second time. Dear Client, % am sorry to hear yo will !e na!le to keep yor appointment for or prearranged presentation on ?insert date@. As mentioned previosly, yor images are ready to view and % am certain yo will !e delighted with what we captred dring or session.
This appointment is inclded in the cost of yor session fee and is arranged for yor ltimate !enefit. ere we will review yor images, assist yo with wall gropings, al!m design, card layot, and scaling images to the space yo are decorating. De to the level of cstomer service we provide, a certain amont of time and staffing is set aside for this meeting in order to service yo with the level of attention and detail one wold e-pect from or stdio. Infortnately, when the appointment is repeatedly changed, this schedling leaves a gap we may not !e a!le to fill or represents a time for which we have had to trn away another client. *e certainly nderstand that isses come p, kids get sick, and that nforeseen circmstances can often get in the way of keeping an appointment. At the same time, we have adopted a stdio policy where!y clients are asked to limit the reschedling of this appointment to no more than two times. (ecase we know how e-cited clients are to see their finished images, we work as efficiently as possi!le to retrn images to yo in a timely manner. *e also encorage clients to come in to view images as soon as possi!le to more #ickly provide a finished prodct for yor walls, al!ms, cards and story!ooks. *hile we never compromise #ality !y rshing or work, we do or !est to adhere to or service trnarond times so yo receive a finished prodct and can !egin en)oying the otcome of or session. (hotographers! lease select from any one of the following options #elow depending on how your studio operates and depending upon which works #est with your workflow$! 2ption one! %n accordance with or stdio+s policy, images are maintained for only 5 da ys !eyond the session date. %f a session+s images are not viewed within this timeframe, or
*e regret that we have had to implement policies for sitations sch as these, !t we also hope yo nderstand they stem from or desire to work as efficiently as possi!le in order to provide each family with the time and attention yo deserve. *e are e-cited to show yo the images we have captred and are happy to arrange an
appointment that !est fits yor schedle. *e look forward to hearing from yo soon.
E. #hotorapher as client! This email shares how to approach a local photographer who wants a session with yo. (hotographer! This reply assumes you are willing to work with other photographers and want to ensure you are compensated for your time. ,our studio may not offer digital files% # ut this scenario allows a win3win for you and the other photographer (who indicated that they want files$% since you can price this package as high as you want33 high enough to dissuade them if that is your aim.$
Dear 8hotographer, Thank yo so mch for yor interest in !ooking a session with or stdio. %t is always the highest form of flattery when a fellow photographer re#ests to work with s. *hen colla!orating with other artistic professionals, we recogniBe yo enter into the process with a creative vision and an attention to detail nparalleled !y non0photographers. %n order to honor the time and effort we pt into these sessions, we have developed a package that caters to yor desire for ma-imm fle-i!ility with yor finished images. %n terms of files, we acknowledge that yo likely have a list of repta!le vendors with whom yo work and from whom yo can create artwork to meet yor e-act standards. *ith this in mind, we have com!ined a session fee and digital file (hotographers! you can opt for minimum order amount$ package for yo. The package cost is 3577 and provides yo with all of the digital high resoltion files from yor session on DJD and a release which allows yo to print from these files as yo please. %f yo wold like s to design al!ms, !ooks, cards, or other creative pro)ects, we wold !e happy to provide yo with or standard rates for these cstom pieces. % invite yo to give s a call at yor leisre to discss yor session. *e very mch look forward to working with yo$
:. A""ressin post$session "iital files an" stic&er shoc& . This email shares how to handle a miscommnication regarding digital file inclsion and cost concerns after the session. Dear Client, % nderstand from yor email that yo !elieved yor session package inclded the high resoltion digital images. Ket me first apologiBe for any miscommnication which may have led yo to this conclsion. As yo can see from my we!site where session packages are descri!ed, from the materials sent to yo prior to the session, and from the signed contract yo reviewed, there is no mention of the provision of digital files with or sessions. "iven yor firm !elief that this was the case, % can completely nderstand and % apologiBe. (ecase client satisfaction is important to me, % do my !est to descri!e in detail what is involved in planning, !ooking, and condcting a session. % know that the investment in cstom portraitre can !e significant, and in these economic times we want to know we are getting good vale for or investment. Gest assred, yor decision to captre these heirloom memories for yor family will not !e regretted; they will provide yo with en)oyment for years to come, telling the story of who yo are, what family means to yo, and how mch yo love one another. As yo have entrsted s with these precios memories, yo have made an important decision to work with a professional stdio invested in working with only the finest companies to provide the prodcts we endorse. %n fact, we se these same vendors for the prodcts featring the images of or own families, so yo can !e assred that yo are receiving only the very !est. 8lease give me a call if yo wish to discss yor order frther, or if yo have any #estions. %t has !een a sincere pleasre working with yo ths far, and we look forward to e-ceeding yor e-pectations, and providing yo with !eatifl and distinct portraitre to treasre for a lifetime.
6. Economic concerns post session! This email covers how to address reticence in post session ordering when a client asks to postpone ordering. (hotographer! The reply to this kind of a scenario can differ depending on how frank you wish to #e and what your studio policies are. At our studio% unordered images are purged if not ordered within 4 weeks of the session or * weeks from the ordering appointment33 whiche&er is sooner. 5or those who do not ha&e a policy in place to protect them% perhaps now is a good time to consider one. 6f you don7t ha&e a policy in place and are comforta#le #eing straightforward with clients% you
could take care of #oth% as is shared #elow.$
Dear Client, Thank yo so mch for yor email e-plaining yor circmstances. % nderstand that yo wold prefer to delay any ordering on yor session ntil a later time. %t means a lot to me that yo feel comforta!le sharing something so very personal, and % appreciate yor honesty and candor. % think in times like these we can certainly all relate. o are very right that economic times are togh all arond, and it is perfectly normal for all of s to want to hold tight to or prse strings and conserve wherever possi!le. These times, however, aren=t restricted only to consmers, !t to !sinesses as well, and !ehind every !siness is an individal like yo who also feels this pinch. *hile % wold love to !e a!le to grant yo this additional time, in order to operate my !siness effectively % need to cover the stdio operating costs for employees and a family who depends on me as well. *e vale photography as an investment, !t it is important this investment is associated with a positive e-perience. For this reason, if it wold assist yo, % wold love to tell yo a little !it a!ot the payment plan we have in place at or stdio. For all orders over 31577, payments can !e split into three, interest0free monthly installments. o can secre yor first payment with a credit card, and yor signed agreement will permit s to !ill this same card for s!se#ent payments. %t is also sggested yo provide s with a !ackp card in case yor credit card details change. This will ensre there is no disrption dring the processing of yor order. r stdio has a process in place to ensre clients flow smoothly throgh each step, from initial consltation, to ordering session, to delivery of the final prodct. ne of the ways we ensre an efficient process is to encorage clients to order their images in a timely way. %n order to create a cstom design e-perience for yo !ilt arond yor schedle we make arrangements to have cropping, editing and retoching services in place for yo in the weeks directly following yor session. Infortnately, we aren=t in a position to hold images indefinitely. As per or policy, all images mst !e ordered within E weeks from the date of yor session or within 7 days of yor initial image presentation. % am happy to discss or payment plan with yo, if yo wold like to take advantage of it. This wold allow yo to o!tain all the images yo=ve hoped for, paid for in a way that is more comforta!le and sensitive to yor immediate circmstances. 8lease let s know how we can !e of assistance.
'! Unauthori(e" internet use of an imae! This email addresses how to approach a client who has scanned/copied yor images to or from the internet withot permission. (hotographer! This email is a first contact after the offense is noticed% and should #e kept diplomatic and non3emotional. 6f their response is negati&e% a certain degree of escalation is accepta#le% citing specific federal codes that were &iolated and p enalties that can #e incurred.$
Dear Client, %t was recently !roght to my attention that one of the images from or session now appears on the internet.
)*! Mentor request. This email shares how to address a re#est from a local photographer who wishes to !e mentored !y yo or wants to assist yo. Dear Kocal 8hotographer, Thank yo for yor letter re#esting an opportnity to mentor with me or to assist me in pcoming sessions. Infortnately, while % do offer learning opportnities to stdents, % do not make those opportnities availa!le to local photographers within a 157 mile radis for the !est interest of all involved. *ith respect to assisting me on sessions, while % appreciate the offer, the way % relate to my clients and condct sessions works !est as a one0shooter scenario, if only )st to simplify the environment for the children with whom % work. % do very mch look forward to the opportnity to get to know yo !etter, and % welcome yo as a local colleage.
All the !est to yo and to yor !siness$
11. +lient or"er session preparation! This email prepares clients for the pcoming order session. Dear Client, >ow that yor photography session is complete, it is time to start thinking a!ot how yo wold like to display the images we=ve captred. At the end of o r session, % gave yo an rder 8lanning "ide to get yo thinking a!ot what yo wold like for yor home, office, and gifts. *e are prod to offer stnning options catered to yor needs and desires, from coffee ta!le !ooks, to flsh0mont al!ms, to wall displays of gallery wrapped canvases and matted, framed prints. Mnowing a little !it a!ot yor dNcor and space will help s plan yor pro)ect, so as yo walk throgh yor home, consider which walls wold !e !est sed to share images from this session. 8erfect display areas can !e anything from a !lank wall to one which already contains portrait art from a previos session. (hotographer! This paragraph applies to those who use roSelect or similar pro8ection software. ,ou can update this to apply to your own order session routine.$ (ecase or stdio ses state of the art pro)ection software, dring or appointment yo will !e a!le view yor images pro)ected tre0to0scale individally and in creative wall gallery collections for a tre representation of siBe, scale and detail.
*hile planning yor order, don=t forget to consider the people in yor life who wold love to receive the thoghtfl gift of !eatifl portraitre for an pcoming holiday, !irthday, cele!ration, orO !etter yet O for no reason other than the fact yo were thinking of them$ % really look forward to sharing yor finished images with yo. aving peeked at a cople already, % know yo are going to !e pleased with what we captred so that we can create something !eatifl for yo.
),! +lient session clothin choices! This email otlines practical sggestions regarding clothing choices for the pcoming photography session. (hotographer! This reply can #e tailored to your style% where you shoot% etc.$
Dear Client, *hat yo wear for yor session is the single most important consideration that impacts the overall look and feel of yor images, second only to yor choice of photographer. Depending on yor personal style, yo may wish to create something trly ni#e, investing in some trendy, ctting edge clothing for yor family for a fashion layot look from a magaBine. *hether yo dress p, dress down, or get totally fnky, it is important that every family mem!er finds their style. Does yor daghter prefer pants instead of dresses Does yor son like to wear !tton down shirts over an ntcked T0shirt Appearing in the same image doesn=t mean yo have to wear the same otfits. *hile we=ve all seen the images of families together on a !each in a white shirt and khakis ?and those images have their place@, it is also important to showcase yor individal styles and personalities throgh the clothing yo select. Try coordinating withot overly matching. For e-ample, if yor daghter decides on a dress in gingham !le and white, yor son may choose a solid !le shirt that picks p the !le from her clothes. o cold then opt for a different shade of !le ?or a complementary shade@ for yor hs!and. &atching one another in terms of formality and the style of dress means dad sholdn=t show p in a tie and )acket while the kids wear )eans and T0shirts. And shold yo decide to go for a !each look, matching in style withot wearing the e-act clothes will make for perfect portraits.
%f yo have any #estions !etween now and the date of or session, please don=t hesitate to ask$ Talk to yo soon, or
)-! Difficult client returns! This email shares how to respectflly handle a difficlt former client who wishes to hire yo again. Dear Client, %t is great to hear from yo again. %t has !een some time since or last session. % trst everyone is
doing well, and % wish to thank yo for keeping or stdio in mind. Gecalling or last session, % wanted to draw yor attention and memory !ack to some events which took place that we may want to address !efore moving forward so as to ensre a good fit for !oth of s. (hotographer! 9ow is the time to mention the specific details of what happened without getting too much into the #ack and forth dialogue you had% gi&ing the general gist! :,ou didn7t like the session fee structure and wanted sessions which included different products than what we offer%; or%<,ou were &ery disappointed that our studio policies did not include a D=D of all the digital files for the session fee%; or% <,ou wanted online galleries for your presentation instead of coming #ack to the studio%; etc.$ % wanted yo to !e aware that or stdio still maintains those practices. % nderstand yor needs and desires may differ from what we offer, and nfortnately we aren=t in a position to alter policies or prodct offerings to sit individal tastes. *e strive to provide the very !est for or clients, !t % want to make sre what yo have in mind is what we, in fact, offer. %f yo wold like a referral to a trsted and recommended local photographer % feel may !e a !etter fit for yo, % wold !e more than happy to do so. % want yo to !e completely satisfied in yor choice and % am glad to assist yo in any way possi!le.
).! /en"or 0arter request . This email addresses a vendor who has re#ested a free shoot in retrn for ftre referrals/word0of0moth in lie of payment. Dear Jendor, Thank yo for contacting s a!ot the possi!ility of creating images for yor pcoming pro)ect. % think it sonds very interesting, and % wold very mch like to learn how we can work together. *hile % do appreciate the promise of word0of0moth referrals, % hesitate to enter into any agreement that pts the ons on either of s to work for or to compensate the other in a way that can=t !e predicted, validated or ensred. %nasmch as % wold like to rely on the promise of ftre referrals, my e-perience has shown referrals aren=t an e#ita!le e-change for work performed, as they may lead to clients in an incorrect target market for my !siness or may simply not generate any !siness whatsoever. For this reason, % prefer to make an arrang ement to work together that will allow s to !oth feel confident we=ve mtally !enefited from the e-perience. % wold love to sit down over coffee to discss some scenarios % think wold work well and hear a!ot yor pro)ect in greater detail. % have partnered with many !sinesses where we=ve arranged for displays in their stores, mtal !arters, and e-changes that have !enefited or respective !sinesses. % wold en)oy the opportnity to see if we can create something similar.
*ishing yo all the !est.
)1! Money past "ue! This registered letter shares correspondence for money owed on a session or order when the client is nresponsive. (hotographer! Since the response is date sensiti&e% this correspondence is sent &ia registered mail so the client has to sign for it and you know it was read. 6 pre3empt this reply #y suggesting photographers secure all payments upfront #efore ser&ices are rendered or items are ordered.$
Dear Client, % have made several attempts to reach yo which have ths far !een nsccessfl. The payment for yor session fee (order$ remains otstanding, and % cannot proceed with the completion of the work ntil payment is received in fll. "iven the cstom natre of my work, all monies owed are de in fll at the time of yor session (if session fee owed$ or order (if order is outstanding$. As this email represents my Lth attempt to reach ot to yo to re#est payment, this letter also serves as written notice of my intent to discard all images from yor session shold payment not !e made within 1 days from the date of this registered letter. 8ayment shold !e made via cash or credit card throgh or office. (hotographer! 6f you wish% you can also add an interest fee for o&erdue accounts and itemize for the client how costs will #e impacted.$
% am sre this is simply an oversight, and % look forward to hearing from yo !efore the LLst ?1 days from now@.
)2! +reatin potential 0ri"e interest! This email illstrates how to respond to potential !rides in order to compel them to contine the conversation. Dear (ride, Thank yo so mch for considering s as yor photographers for yor pcoming wedding. Ket s
first congratlate yo as yo em!ark on planning yor special day and let s )st say that we wold !e honored to captre these memories with yo. %f yo are like most !rides0to0!e, yo are pro!a!ly visiting several photographers, attending trade shows and poring over images and al!ms, envisioning what yo want yor final prodct to look like. *e wold love to know what yo see and how we can help yo to realiBe that dream. %t=s hard to imagine it now, !t the photographer for yor wedding will !e the single most important service yo !ook. The images we captre and the al!ms we create O these will !e yor doorway !ack to revisiting yor wedding day forever, a day that passed in a flrry of e-citement. Think a!ot this' as yo look !ack on the !eaty of the ceremony and reception the day after yor wedding, the cake and the dinner that yo so thoghtflly planned for the men are gone, the t-edos and rentals were retrned, and the gests have left. *hat remains after that day are yor love for one another and the images we will captre together. %t is for this reason we take or role so very seriosly. *e want that window !ack to yor special day to !e a !eatifl one, one that yo are prod to share with friends and family, and one that reflects the twinkle in yor eye as yo pore throgh yor al!m with children and grandchildren. *e are so honored to !e a part of those treasred memories. (ecase yor photographs are so personal to yo, and !ecase yo likely already know the style of photography in which yo are interested ?after all, yor visit to or we!site/trade show !ooth/stdio compelled yo to look at s more closely@, the decision may feel overwhelming. aving !een immersed in the wedding indstry for LL years, we can help yo ask the right #estions of potential photographers so yo feel confident when making yor decision. *e know that magic formla00 in fact, we are pleased to inclde this attached checklist of #estions for possi!le candidates in order to help yo narrow yor choices. *e encorage yo to take the time to screen other photographers, !t since we are confident in the top0of0the0line prodcts and services that we offer yo will likely give s a second look. (hotographer! the actual checklist is not pro&ided in this product #ut may #e fashioned as necessary #ased upon your e>periences ? the idea is to get potential clients thinking of your #rand as they research other photographers% and since you ha&e laid it all out for them they can assume you ha&e all of the @ualities listed% making you the #est% most o#&ious cho ice.$
8lease also find attached a list of recommended vendors we have worked with over the years whom we have o!served and admired, whose tremendos service we have witnessed firsthand, and whose prodcts we are happy to endorse (hotographer! also not pro&ided% #ut easily created #y the indi&idual studio with connections@. (ecase we work in the wedding indstry and
attend LL fnctions annally, we hope yo will !enefit from or vast e-perience with these vendors in order to assist yo while making the planning stages of yor cele!ratory day mch easier. All of this isn=t meant to !og yo down with a !ook=s worth of reading; after all, yo have a wedding to plan$ *e encorage yo to visit or stdio, gra! a cp of coffee, meet or photographers and get a real sense of who we are. *e will !e happy to conslt with yo a!ot yor needs, answer any #estions yo may have, give yo a tor of or facility, and show yo what is possi!le. *e look forward to meeting yo and yor family, and on !ehalf of all of s at or
1:. #leasin an3ious clients. This email otlines how to reassre e-cited clients whose contined #eries regarding the stats of their order are drawing yor attention away from handling other !siness in yor stdio. Dear Client, Thank yo for reaching ot to ask a!ot the timeline for yor finished images. % can tell from yor emails that yo are really e-cited to see the final prodct, and % am e#ally e-cited to show them to yo$ *e vale yor !siness and we are flattered !y yor enthsiasm. % wanted to share or process here at the stdio to give yo more insight into what is going on so we can !etter align yor e-pectations. nce yor images are captred, we narrow them down to the !est and send them to or editors to color correct, tonally ad)st and perform minor retoching ?if needed@. This process can take anywhere from 0 weeks. *hile % know it is difficlt to wait, all work is performed in order of service, and is impacted !y the volme of clients seen in a given period as well as dring holidays, where delays can !e e-pected to filter down throgh all levels of prodction. o=ve placed a great deal of trst in or stdio already !y selecting s as yor family=s photographer. *e ask that yo maintain that trst in s and receive or reassrance that we are doing or very !est and will !e in toch with yo as soon as the images are ready to view. Kike yo, we are really e-cited to share yor images$ *e wish yo the very !est and we will !e in toch shortly.
or
)4! Session 5ollow$up Email! This email shares gratitde to a client for a wonderfl session and shares an incentive program for referrals. Dear Client, % am sending a #ick note to tell yo how mch % en)oyed or time together today, and to thank yo for entrsting yor family=s memories to me. % loved or session this morning, particlarly the moment when (fill in something here$. % cold tell everyone was having fn, and it made for a really wonderfl e-perience together. *e will !e working hard over the ne-t few weeks to ready yor images for presentation. %n the mean time, yo can prepare for the order session !y referring to the Client rder 8lanning "ide yo received at the end of or portrait shoot. % also wanted to take a moment to let yo know a!ot or stdio=s referral program. *e not only very mch appreciate or clients= word of moth referrals to friends, we graciosly thank or clients for sharing positive e-periences a!ot the stdio and yor time with s. *hen yo tell yor friends s and they !ook a session, yo will atomatically receive a 3177 gift certificate, good towards yor ne-t session at the stdio ? hotographer! not the current session since you want them to #ook again@ towards session fees, prodcts or design services. *e vale yor !siness, and working with yo today has !een a pleasre.
14. +lient 6uestionnaire! This email shares a sample #estionnaire to send to clients to get to know them and their needs !efore the session !egins. (hotographer! uestionnaires are a great tool% #oth for pre3@ualification purposes 33you want to ensure a client will #e your target #uyer #efore em#arking on an otherwise frustrating and time consuming e>change33 and for photographers who don7t schedule a face3to3face consultation. Another fantastic #enefit to the @uestionnaire pro&iding powerful insights into your #usiness (including how it is percei&ed% how clients found you% and why they ultimately selected you$% so you can use the answers to target your marketing% ad8ust your approach% and see what is workingB and what isn7t. 5ollowing are @uestions to get you started when putting together your own studio @uestionnaire.
5eel free to add or su#tract @uestions that #est match the needs of your #usiness and process.$
Dear Client, *e are thrilled to work with yo in order to photograph yor family in or pcoming session on the LLLth. %n order to provide yo with a memora!le portrait e-perience, % have inclded some #estions which will allow me to get to know yo and learn how we can !est assist in creating treasred memories to last a lifetime. >ame ?spose=s name as well@ Address Telephone Cell 8hone?s@ 8rimary mail ames and ages of children ?and a #ick note a!ot their personality@ (hotographer! /e recommend choosing the ten most applica#le @uestions here so as not to o&erwhelm them.$ 1. ow did yo hear a!ot the stdio ?*ord of moth, internet display, etc@ . *hat is it a!ot or stdio that caght yor attention . *ere yo referred %f so, !y whom . ave yo visited or we!site 5. %f so, have yo visited the area of the site that discsses rates, session fees, and print pricing Are yo aware of the packages availa!le E. Do yo prefer color images, !lack and white, or a mi-tre of the two :. as yor family worked with a professional photographer !efore 6. %f yo answered Pyes9 to the a!ove, were yo pleased with the e-perience and the final prodct *old yo mind sharing the name of the photographer 4. *hat are yor goals for this pcoming session ?*hat are yo looking to have captred, i.e. kids together, family image, individal head shots, etc.@ 17. *hat are some of the places yor family likes to visit 11. *hat activities do yo en)oy together as a family 1. Do yo have a location in mind for this session 1. Tell s a!ot the architectral style of yor home. ?Contemporary, traditional, etc.@ 1. *hat is yor decorating style at home ?&odern, !eachy, etc.@ 15. Do yo crrently have, or are yo planning to have, any framed artwork on the walls 1E. %f we captre the images yo are most hoping for, do yo have the intention of hanging some of them on yor wall 1:. %f yo answered Pyes9 to #estion 1E, which rooms or spaces have yo considered for this pro)ect 16. *ith the space yo have in mind, what siBe portrait wold !e too large for the space Too small 14. Do yo have a specific final prodct in mind, sch as holiday cards, wall portraits, gift prints
7. as yor home !een professionally decorated 1. *hen yo think ahead to yor children looking at these images years from now, what do yo hope they will think a!ot and share with their children Comments'
Thank yo so mch for taking the time to share yor needs so that we may !etter flfill yor hopes and dreams for cstom portraitre. %f yo have any #estions, please do not hesitate to contact me. % look forward to working with yo.
,*! +lient %eshoot %equest! This email shows a response to a client=s re#est for a reshoot de to reasons which are not de to stdio negligence ?clothing choice, hair not !rshed, child not cooperating, etc.@. Dear Client, Thank yo so mch for yor email and for yor honesty. % am sorry to hear that yo weren=t happy with the images we captred. %t is always or primary o!)ective to provide or clients with the very !est, so it certainly caght or attention when we heard that yo were interested in shooting the session again. From yor message, it sonds like yo were concerned a!ot the (hotographer! insert issue here% i.e. #ad hair% daughter7s silly faces% dirty T3shirt worn% clashing outfits% etc.$ that yo see throghot the images. %t is always hard when we see something in the images after the fact that we didn=t anticipate, and we nderstand how this can sometimes overshadow the rest of the session images. *e certainly regret that yo feel dissatisfied with the reslt, and we will do or !est to rectify this with yo so that yo are completely satisfied. That said, it is important to note that !ecase the isses at hand aren=t the reslt of a lack of technical skill on the part of the photographer or de to e#ipment failre, a reshoot for the original session wold !e considered a new session and a new session fee wold apply. *e always stand !y or prodct in !oth the technical skill of the photographer and the #ality of the final prodct and wold never e-pect yo to !e satisfied with anything less than the !est. *hile we do or !est to make recommendations and to provide advice on clothing and location, in the end final decisions and the reslts thereafter rest with the families with whom we work. Therefore, isses reslting from something otside of the control of the photograph er, ?clothing selections, hair com!ed, facial e-pressions, etc.@ are not the stdio=s responsi!ility.
(hotographer! Some studios ha&e a policy wh ere#y if a new session is re@uested% the client cannot order from the initial session% as they deemed that session a write3off. Studios will disagree on whether this should or should not #e the case% depending on indi&idual &aria#les. 6t is difficult to e>plain this idea to clients% as they will feel that any session for which they ha&e paid the session fee is fair game% and they should #e a#le to order from #oth. As a customer% 6 can completely see their point nonetheless% as a #usiness owner% you can7t help #ut worry that the second session will #e a waste of time if they end up ordering from the first session. Some photographers might &iew the restricting of images from the first session as a potential lack of sales income should those images not #e included. 5or others% those initial images take away from the potential to purchase from the new set% especially if the original set had only a handful of dislikes and a #unch of @uality% ordera#le images. 6t is a fine line% and studios will need to determine which policy they will in&oke% and when. 2ne option may #e to in&oke a target sales amount for the sale of the second session7s images% such that the session fee on the second set would #e refunded #ack into their purchase.$
