Uncommon suggestion...stop using email

[KD5NRH]

Originally Posted by photostein

Stop putting stuff on line, show them printed proofs, walk them through every thing. Make them some coffee, invite them over; heck, go over to their place.

Take down the website, unplug the phone, and do all your business door-to-door. The rest of us will eat better for it.

[janikphoto]

OK, OK... enough rubbing it in. I'm sure he gets the point...

There are things about today's world that I'm not fond of. However, a fact is a fact. Many people in the position to hire us are using email and online communities like facebook to keep in touch with work mates, friends, and family members.

Heck, I got one assignment from a magazine, because I was the first in the North Texas photo pool to respond to the email. It was sent out to all their shooters, asking if anyone was going to be near Austin asap. Much easier than calling EVERY photog one by one and asking, "Are you available to shoot in Austin tomorrow?"

[Coelus]

Video killed the radio star.

[photostein]

First, I am not advocating the complete disuse of electronic media; only that it shouldn't be primary. The title of this post is exaggerated to make the point.

Second, if your customers prefer electronic media over a more personal approach and that is your thing, then that is your thing. No sin there.

Lastly, I vote is to deal with those that don't mind live conversation, conferencing about expectation, etc.... No matter how you slice it, electronics cannot replace the need for people to actually see what is on the other end of the transaction.

In this day, the human being has been relegated to the resultant mutation of a few billion years of a mutated chemical morass somewhere out somewhere. My argument is that if that is what you think are you, then I frankly understand how the manner of communication isn't considered of any consequence, as long as the dollars flow.

I know that the types of customers you have and keep are related to how you do business. If it is quick and slick, then that is the clientel you will attract. If more personal, then more personal, which may result in fewer needs for a lawyer (but not total abandonment of legal counsel by any means).

That's all I have on this thread and it may be closed if the admins prefer.

[toverman]

I hope the thread doesn't get closed, because I think your points are valid and given in the spirit of helpfulness.

My goal is to find a balance that provides my clients with excellent customer service in they way that makes them feel comfortable (as Brad said). But not only comfortable in front of the camera but as they reach for their wallets.

Often, my first contact with clients has been via e-mail, which has its benefits: conversations can be in one ear and out the other; an e-mail correspondence can be saved, printed, reread to ensure we're all on the same page as far as the job at hand. This brings up the importance of grammar and writing in a clear, concise manner rather than in Internet speak.

Facebook, Twitter and even MySpace (ick) are incredible marketing tools for an ever-increasing population that spends all day in front of their computers. I am arriving late to that party, but will exploit them to their fullest to let potential clients see my name and an online portfolio. They'll usually send me an e-mail! Then, I call them or respond via e-mail to discuss what they are wanting and visit with my printed portfolio and pinpoint their desires, get to know them, etc. But I've also done a lot of communication via e-mail throughout, and it's another important tool (again: grammar and spelling!).

Either way, I'd gladly accept payment via electronic transfer.

[Tom]

Way ahead of you. I prefer to get in front of a client, let them see, feel and hear my work.

[JohnT]

Like most other things in life, balance is the key. However, I do believe there is an advantage to sitting down with a prospective client and going through an actual printed portfolio as opposed to viewing an online gallery. You never know the condition of the display the person is using to view it, and they probably aren't getting the full picture, so to speak.

[brad]

I think the point that is being missed is age.

In general, the people that call me are my age and older.

The ones who email me are my age and younger.

You call email "impersonal." That is an opinion. For the current generation, they grew up with email and the Internet. They are the ones who made MySpace and Facebook popular. For them, those things are so intertwined with their lives, it *is* personal.

Again, I say, salespeople once called the telephone impersonal and thought that face to face was the *only* way to go.

I do think your initial generalization about lazy photographers is off the mark, though. I honestly don't think there are that many of those out there... and certainly not all of them that use email fall into that category.

[JohnT]

I have a friend, who is 50 years old, and he hates text messaging. In fact, he had it turned off by his mobile provider because he'd rather talk to his kids on the phone than receive bits and bytes from them (can't say I blame him). He also prefers calling me (or anyone else) on the phone in lieu of emailing, although he will email short messages. Overall, he sees all the digital communication stuff as something that can get in the way of building personal relationships with people. I can see his point and agree to a certain degree.

[brad]

I don't disagree that, from a certain point of view, email is impersonal.

What I'm saying is that from many customers' point of view, especially the 20-somethings out there that have never known a world without email, it *is* personal.

And to take that idea one step further, phone conversations are *too* personal. Actually talking on the phone is reserved for friends and family. The same goes for text messaging - texting for these "kids" is extremely personal. Texting is just like a phone call for them... they wouldn't want a salesman texting them any more than they would calling them.

I am probably saying the same thing as the original poster (after his "clarification," anyway)... But the original post said we were lazy if we allowed the customer to dictate how they wanted to be contacted/communicated with... and I respectfully disagree with that. I think that we are serving our customers better this way by respecting their busy schedules.

[KD5NRH]

Originally Posted by brad

\The same goes for text messaging - texting for these "kids" is extremely personal. Texting is just like a phone call for them... they wouldn't want a salesman texting them any more than they would calling them.

I tend to use text messages for the sort of things I would pass on via sticky notes; "Starbucks, 8PM," "Do we need bread?" "Call mom."

IMO, general business messages need proper salutations and closings, which are awkward in text messages, but work fine in emails. I might use a text for "flat tire, will be there in 5min" but not for regular contacts.

[brad]

Oh, I don't use texting for business contacts.. other than the occasional message I'll get from a model telling me they will be late.. I was simply making the point that it is a personal form of communication to that age group.. whereas it is not to ours. Our generation tends to not "get it" at all.