How do you prevent clients from expecting add-on services for free the day of delivery?
During a training seminar, a number of photographers, asked this question of me. You can imagine how easy it would be for a proud parent of a newborn who originally thought they wanted a simple birth announcement to change their mind into wanting a framed 11 x 14 picture at no charge and think this is “no big deal”.
My advice is to have a leisurely conversation upfront. Ask questions of your prospects about their intention and desired outcome. Pose questions regarding variables they have not yet considered. Provide a two-minute story of how previous clients thought they just needed service #1 but in actuality realized later services #2 and #3 were what they were after.
You need to demonstrate you are the expert and advise what most clients want and why. Explain how you work, offer options, and when needed, draw up a contract. Advise in your document that any add-ons will incur additional fees. This makes it clear from the beginning that your services are not free of charge. You will now be in the professional limelight earning you respect which in turn serves to help build your relationships.
Leading your prospects to becoming your clients and setting expectations will earn you a returning and referring clientele. Handling difficult situations professionally gives you an outstanding customer service reputation. Your marketing and sales efforts will dynamically build your business and it will be a Smooth Sale!
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