I saw the tweet above and just smiled. Yeah, I know what she is going through. I emailed the ‘tweeter’ and she sent me an email back (reprinted below). I have removed specifics so as not to cause any undue embarrassment of the people who should be embarrassed. So today is a rant… enjoy.
“Yes I’d be happy to share…
“I’ve been trying to book a shoot for me and my cohort. I have called over 5 photographers and have had little to no luck in getting phone calls returned, and professional courtesies that would be almost second nature to the professionals I work with. A few who did return calls were unable to book, called to cancel booking and decided at the last minute that I should come to them instead of the agreed shooting space. I have also had problems with people who will not even talk price until we have a personal meeting. I really do want to know what it may be costing so I don’t waste their time or mine.
Who would have thought it would be so darn difficult to get a photograph taken?”
Yeah, strange indeed. Not something I find surprising though. Just more of the same.
So this is one more list of things that I have either had experience with, or know first hand of those who have, that guarantee that the photographer will forever be begging for work on Craig’s List. And getting it… when he can get around to emailing back or she has the time away from her BF to actually call the client. And hey, no problem… we have the same problem getting lawn crews to call us back.
1. If you have a phone, answer it. Or at least have a professional message and a plan on when you will be answering the messages. Make it known on your message: “I will return calls after 5PM, so please leave name/number and best time to call.” Then… call.
2. If you use email, check it at least twice per day. If you have no intention of using the email as a correspondence tool with clients, then add an auto-responder that says something like “Dear Emailer, I rarely check my email so if this is important it may be lost in the ethernet… sorry.” If you have an email, and you give it out… and tell people that you are a photographer, you are bound to the reality that it must be dealt with. If you disagree with me, cool… have fun in photography, but don’t tell me you are a pro… ‘K?
3. If you have a website, make DAMN sure you have contact information on it. I have recently had to deal with websites with no email contact, no phone number, and no way to contact them, other than filling out a form and hoping they get it… If you are a photographer and the only way someone can reach you is through a form on your website, you have NO idea how much business you are losing.
4. You do HAVE a website, right? Amateurs can enjoy the fun of free template sites. Professionals do not have that option. I really hate free sites and stuff when it is a professional involved. Just reeks hypocritical to me – and it rubs me just the same way as when people do not dress appropriately for business. Being a photographer means something special to me… so get a damn website designed.
5. Stay true to your commitments. As I used to tell my kids, I promise very little so I can be sure to deliver WHAT I promised. Broken promises, missed deadlines, lost time, commitments not met. After a while it isn’t a problem anymore, it is simply the way you do business. If that happens, look in the mirror and say “Welcome to Walmart, may I help you?” Might as well get crackin’ on your next gig.
6. Never deliver less than your best. Under any circumstances, never deliver less than your best. There are no exceptions… and the last thing I want to hear from any professional is “Well, they aren’t paying me enough for my best…” No. They are paying you what you AGREED to for your best. Your BEST is what is delivered each and every time. You ACCEPTED a lower rate, so you deliver your best… and deal with the ramifications of your bid on your own. Don’t blame the client, or the work, or the image for your failure to bid the gig at what it should have been bid.
7. Personal problems are, well, personal. Leave them at home. Your clients aren’t interested in the small tragedies that may have left you in a foul mood… they are there to get a photograph so that their boss won’t cut them in half. Customer centric is what is called. Focus on the customer. Focus on their needs and wants and desires and expectations.
8. Manage those expectations. Don’t promise what you cannot deliver. Don’t tell someone they can get their stuff tomorrow if you won’t be there tomorrow. Managing what you promise is very important. Do thing happen? Yep. But they must be dealt with as quickly as possible to keep moving.
9. Keep your clients excited about the work you do together. Before the shoot and after. Keep them in the loop, what is happening and what they should expect. Have a ‘plan B’ ready in case of rain or inclement weather. Make sure you have their cell phones and they have yours.
10. Watch what you say on social media. Recently a friend of mine tweeted about a shoot he had done, and how much fun he had working with this particular client. He got a message a day later thanking him for the mention and telling him they will be working together again. He was so glad he hadn’t said anything negative about the client, as he had no idea she was following him. Social media can be fun, but it can get you in a ton of hot water if you are not careful about what you say and who you say it to.
You know, the recent angst about cheap shooters and ‘CraigsListers’ stealing professional work is further dampened in my mind because so many start-up photographers lack these basic BUSINESS skills. Even a great portfolio will not make a shooter a viable competitor without these important skills. It is the attention to detail and becoming more customer centric that will make the difference.
Hell, the guys above can’t even book a gig with someone who WANTS TO PAY THEM. don’t be one of those guys
Thanks for listening to my rant today. Follow me on Twitter – I am not always ranting ya know. If you are interested in a workshop, take a look at the Learn to Light site for more information.
Not sure what the logical basis is for concluding as you do that all “weekend warriors” with their D700s have a “lack of these basic skills” and/or are “unprofessional.”
Was with you on this until that point…and then got off the bus pretty hard.
Maybe badly worded… I am talking about the ‘weekend warriors’ that EXUDE that level of non-professionalism… not ALL weekend warriors. The ones I know are quite professional. I will take a look at a re-write to make that clear.
I have rewritten the last graph to:
“You know, the recent angst about cheap shooters and ‘CraigsListers’ stealing professional work is further dampened in my mind because so many start-up photographers lack these basic BUSINESS skills. Even a great portfolio will not make a shooter a viable competitor without these important skills. It is the attention to detail and becoming more customer centric that will make the difference.”
I do not have any problems with weekend warriors, I have a beef with the ‘failing’ pro photographers who can’t even book a gig.
Thanks for the catch, Matt.
Hey Don. Once again thanks for your candor.
Nice story.
You know there have been several points lately that being a pro photographer is as much about the business as it is about the images. A good list in your post here.
But there are others: Whether you have liability insurance, whether you know when/how to get a permit, how to deliver files (no, don’t email that 250MB zip file), properly handling sales tax (if applicable). These are some that come to mind. There are many more.
They all come down to actually wanting to run a business rather than wanting to be a photographer.
I am not a pro but built a website myself (its not live yet). I understand how important a website is for a pro. I know a lot of ‘pro’s around whose websites suck. I guess i need to share this with these folks.. Good point there.
~Niraj
Great article! I’m often amazed when I hear photographers complaing about their clients or why they are not getting the bookings they desire. I’ve found that hard work, dedication, and exceeding the client experience excpecations can result in a plethora of work! IMO, running a photography business is 90% business and 10% photography.
Great rant.
I think this is one of the things stopping me taking “the next step”: fear of doing any of the above. If I do it, I want to do the business side very well and I need to be confident in everything else as well as pushing the button.
AND I’ve been self-employed in another field for 10 years!
Agreed on all the points, which are much more broadly applicable than only to photography.
May be worth mentioning that some “weekend warriors” whose photographic skills aren’t so hot still manage to get business precisely BECAUSE they deliver fabulous customer service…?
I see a lot of low-budget performing artist headshots so bad they make my teeth hurt, yet the customers are happy. Why? Because the photographer was easy to reach, accommodated their schedules, showed up on time, made them feel comfortable and confident, and delivered SOMETHING sort of usable on time for an affordable price.
I’m not saying it’s okay to do mediocre photography; I AM saying that if a professional is complaining that lowballers are taking away his business, he’d better make sure it isn’t because their people skills are better than his.
That is a very good point, Ranger9. Absolutely right on.
Don
another great rant 🙂 again you nailed it–after 30 years in business and now a photographer, I am amazed how many photogs don’t conduct themselves more professionally. and to your point (and Jan’s additions) there are some very basic foundation elements to putting a biz on the right footing; then it’s time to dress correctly, talk correctly, extend the professional courtesies etc etc etc. As John mentioned it’s a business!!
hi Don,
Very good points. And this is not just for photography, it is true for every freelancer out there. in fact it is even true if you are on a day job.
well said.
Oh yeah. Wouldn’t it be nice if most people in ALL businesses did these few things?
Just think how much ahead of the crowd you would be if you did?
Your comments reminded me of the executive who offered three strong recommendations to new graduates wondering how to succeed and advance in the business world. He emphasized that he presented these in order of importance.
1. Show up for work 5 days a week. A lot of people can’t do it.
2. Return all your phone calls and emails within 24 hours.
3. Do a good job.
He maintained that you’d do okay and make a decent living if you just did the first two.
Like Stephen, having spent many years in front of clients, this seems natural – but I’m constantly shocked at how so many people miss the basics. One I that I would add to your great list is a simple “Thank You”. A nice note (I prefer an old fashioned hand written one) saying that you appreciate the business goes a long way these days because it has become so rare. People complain about not getting business…but if you have it, make sure you show your appreciation for it so you can keep it!
Take care,
BLM
I’ve had to deal with this in nearly every field, and it seems mind boggling. I have called at least 5 different companies trying to get a quote for re-doing the roof on the condo building I live in-at least a $10k-$15k job, and I’ve left messages with secretaries, answering machines, e-mails, nobody has gotten back to me. I’m trying to sell said condo right now, and the last buyer’s agent I was dealing with (it ended up falling through) was a part time realtor, so my selling agent had a ridiculously hard time getting in touch with her, and it ended up taking days to get time sensitive paperwork signed and returned.
Your points are all very right on-I think I’m a very good photographer, but I know I’m not the best, nor am I the cheapest, so I keep my clients happy by being flexible, easy to work with, and delivering above and beyond what I promise.
“…I keep my clients happy by being flexible, easy to work with, and delivering above and beyond what I promise….”
YES!
BTW, it took my wife 3 weeks to find a yard crew that would answer the phone, show up for the quote, and then actually show up for the gig.
We finally found someone who actually answered their phone, came out when they said they would, gave us a good quote, and then showed up and did the job.
We found ourselves being amazed by that, when it should just simply be the way it is.
Heh.
“Undercommit and Overdeliver”
Quote from the old lab owner I used to deal with. Used to hear it ALL the time.
I used to love hearing “Your proofing will be done wednesday, maybe afternoon”. Then getting a call tuesday morning, “Hey, we ran a little ahead of schedule. Your proofs are ready and waiting”.
He also had a storefront studio too.
Was in business 20+ years.
Hmmmm.