Whether it’s their first enquiry, the day of the shoot or the day they receive their beautiful prints, every interaction with your client shapes their impression of you and your brand.  Here’s a straightforward process to analyse and improve your client experience, step by step. 1. Understand the customer journey Start by listing all the steps your clients take when working with you — their initial enquiry, the booking, your pre-shoot communications, the shoot itself, and product selection and delivery. Any others? Identify the key moments and To View More >>

We’re introducing one of the biggest changes to our book and album line-up in years. Today’s email is to tell you all about it. Our next will be to celebrate with two special offers! For years we’ve offered “free” services with all our albums — free colour correction, free album design, free personal titles, cover motifs and so on. Then, last year, we began experimenting with “unbundling” those services. In other words setting prices for “just the album”, with extra charges for the services if you wanted them. That’s proved so popular To View More >>

I subscribe to an email newsletter by Bernie Griffiths that I really enjoy. Why? Because Bernie knows what he’s talking about. A very successful professional photographer in Melbourne for many years, he now offers seminars, workshops and mentoring services. Each email is a brief, well-written piece of advice that could have helped so many people we’ve seen enter this industry and struggle over the last forty years. Sound marketing and business practices are key, and even if you disagree with Bernie he’ll make you think. If you like the following, be sure to subscribe at www.berniegriffiths.com. To View More >>

Heather recently returned from a Better By Design US Study Tour bursting at the seams with inspiration and excited to share her journey with the rest of us. Instead of a powerpoint presentation or a sit down discussion of what she learnt, she went about posting her thoughts and snippets of wisdom all over our office walls. (Which we actually think is a lot more fun for us to digest). Above are some of my favorite post-it notes, but to be honest I probably haven't even read them all yet! (There are hundreds). I'm glad Heather had a good trip, and I'm glad she was able to bring some excitement To View More >>

"I'm going to interview Simon Whitten while I'm in the UK," I said to Heather, "Short story - what springs to mind?" "Stately homes ... panoramic images ... simple, classic album designs," she said. Simon has established a solid business at the very top of the UK wedding market, and what struck me about our conversation was his confidence and clarity in talking about it. To succeed in this business requires a lot more than photographic passion and skills. You need a clear understanding of your market position, your clientele and where they come from, your brand and how you project it. The low To View More >>