I want to get really real for a second. It might even sound a bit harsh, but I promise it is coming from a place of love and wanting you to be happier and see your business grow. If you are running a business and your clients are driving you crazy it is PROBABLY your fault.
Yes, I am laying the blame for your client induced misery squarely on your shoulders. Sorry.
One of THE most important things you can do for the health of your business is setting expectations with your clients. Making your products or services and processes SUPER clear, and letting them know exactly what to expect from start to finish, and identifying exactly who your ideal client is. When we fail to do this, we end up with problem clients.
There are always a ton of posts in entrepreneurship or photography Facebook groups where business owners are complaining about their clients. It’s a safe place to do so, and it’s also a great place to get advice from other entrepreneurs in your space to give you advice on how to resolve any issues that arise. (Be careful with that though, I have seen some amazing advice given, but I have also seen equally terrible advice) This safe space allows for people to be really honest about what is going on in their business and for people to commiserate on the problems that keep coming up.
Unfortunately there are a lot of problems that just KEEP coming up, over and over and 9 times out of 10 the problem isn’t actually with the client, but with a lack of expectations being set from the beginning of the transaction.
I mentioned in a recent episode that I used to have tons of clients that would try to take over the entire session – trying to change lighting or poses, moving props. It was really, really frustrating for me, but, as much as I hated to admit it – it wasn’t their fault, it was mine. I needed to be more confident, assertive and do a way better job of presenting myself as the authority and the expert.
Now that isn’t to say that there aren’t one off, crazy client issues that come up – because I see a lot of those too. There are some people that are just impossible to please. Generally there are red flags, and I will cover that in a second, but sometimes it comes out of nowhere. These aren’t the types of problems I am referencing though.
I am talking about the problems that come up repeatedly. Like clients messaging you at all hours of the day and night, expecting a reply, or clients texting or reaching out on your personal Facebook instead of emailing, clients harassing their photographer to know when their portraits will be ready, or even people asking for discounts all the time. If you are having the same issue over and over with multiple clients then there is probably something in either the way you present yourself and your business, or in your communication process that is causing the issue. In other words – it’s not them, it’s you. And that sucks to hear because no one likes to be critiqued, but once we can recognize where the problem lies it is SO much easier to fix it.
The easiest way to prevent issues is to be so incredible clear and intentional in setting our client’s expectations for working with us. They need to know, and therefor need to be told (either directly, or through implication) how to communicate, how long it will take for us to respond, how the service or product is delivered and what the experience is like, what the timelines look like and more.
In most cases the entire process actually starts before you ever have contact with a potential client. They generally either find you online or through a referral before you even know they exist. The see your website, or they hear about a friend’s experience and this is where the expectations start to be set. This means that you need to be super consistent, and make sure that you are very intentional with your online presence.
If their friend says that they got a deal, then this new client will want one too. If their friend says that you respons