Anyone who owns a business regardless of its services and products will always have to be in contact with at least one person. Contrary to what some people will say, the reality is people is what makes a business grow and operate. It's our jobs as photographers to get our people skills to a high degree of understanding as we constantly work with others on a daily basis. Developing your skills in emotional intelligence will make or break the relationship we start the minute a new client walks in the door or calls on the phone. Building trust right then and there sets forth the momentum for a greater experience when in session for a client.
Your gear will not save you if you can't have a trusting relationship during a session. The ultimate focus when building trust is to serve them. Not you, not your fancy camera but your ability to understand your clients beyond a business transaction and potentially a real and honest friend.
"RING RING! Listen…Yes, hello? Respond…”
Whomever your new client is and how they initially contact you, the first email, text, phone call or in person meeting creates a first impression. This will automatically establish in their minds whether they like you or not. In order to feel safe in the presence of another we all develop ideas of who a person is right off the first contact point. That's why it's important to come across as authentic and reassuring as possible. And trust me being authentic can be faked but it will never persist if your phony in secret. In most cases, people are a lot smarter than you think.
But remember one thing. Most photographers when they're new to selling in business do is talk up a storm on how great THEY are. Fact is nobody really cares. What they really need to hear is how you can create the best results for THEM. And that my friends requires you to keep your mouth shut and you guessed it, listen...
Whats makes listening so powerful and influential around people is not just about putting your ego out the door but also about getting to know what the other is looking for. The more you know, the more your able to evaluate how much you can serve. But listening is not all about keeping your mouth closed as they run your time and phone bills in the red. Questions are the guiding points to progress to other steps in establishing relationships. The minute I pick up the phone these are the first set of questions I want to know from the get go.
Yes, Hello? "Most Important!"
What are you looking for exactly?
When are you looking to have this session?
Have you seen the website?
Does that work for you? "After sales pitch or decision point to be made"
The first question is a given standard but what I'm trying to come across to you is that the very first sound of your voice will be judged. Entering with a "yes" will create a positive framework for the rest of the conversion to follow. If your stressed before a phone call give yourself a "yes, hello?" test out loud before you answer the call. It will have your mind focused and temporarily put aside the current stressed state into a more productive one.
The next three questions is where the trust building starts to take a solid foundation. You get to know them, what they are looking for and how you can be of help. All the logistics and possibilities are covered with the affirmation that they have a general sense of your work. Any of these basic questions can be branched off into other more detailed ones as well.
While all that is being done and clearly communicated the client will ultimately drop you the most important turning point question which you might already know is, how much?
From experience I've learned that people want simple so make it easier for them to understand. Guide them through how much and why plus what does it include. After your 5 minute monologue is over, throw them a security question like "does that work you?" This shows them your interested in what they think. Not some hard lined business salesman ready to jump for the money. Remember that this is photography and if your going to take pride in your business know that others take pride in their special events, products and family as well. Always build a bridge for a two way communication and your clients will respect you even if it turns out they will not be using your services.
“KNOCK KNOCK! Listen… Good to meet you! Respond…”
