by successfulbob | marketing, Marketing Monday, photography, photography education, photography marketing
Turning Customer Service into an Art Form
How do you make your business grow and have return customers? My buddy Skip Cohen gives you ideas!
“Everyone at one time or another has had a battle with a major corporation. The most common are the phone and cable companies. Each one is a David-Goliath scenario, and they’re draining, but here’s a different way to look at the challenges. Each bad experience is a lesson in helping you understand how to better work with your own customers.
I’ve often wondered if customer service is simply dead in America. Then, I have something amazing happen that restores my faith. For example, we recently had a problem with Wayfair on a defective outdoor umbrella. I called to find out what we needed to do, and after an explanation, they simply apologized and issued a full credit. No reason to return it – just common sense. They couldn’t have been nicer, and the standard of service they set is the reason we buy more from them!
The experience got me thinking about the ingredients for great customer service. Photography is a word-of-mouth industry and providing great service is one of your very strongest marketing tools. Over the years I’ve written a lot about Customer Service and here are a few easy to remember tips to help you become a powerhouse in your reputation for customer support.
- Exceed expectations!
- Be cheerful! I know it sounds basic, but you can tell when somebody is smiling, even on a phone call.
- Give people the answers to the questions they’re asking.
- Solve problems quickly. The faster, the better.
- Make your customers feel like their order, no matter how small it might be, is important. They need to feel you value their business.
- Always give customers more information than what they ask for. Disney is the best at this. I know I’ve written before about it. If you ask any Disney staff member “When is the electric light parade?” They’ll not only answer you, but they’ll give you a great suggestion on where to watch it. Be engaging!
We all have things that make us feel good about our shopping experiences. For example, you can buy the same short-sleeve Polo shirt at Macy’s or Nordstrom’s, for the same price, but think about what makes people enjoy shopping at one store versus the other.
Now, take those same ingredients and apply them to your photography business! Obviously, the quality of your images has to be outstanding, but don’t underestimate the power of providing a great experience for your clients! It’s the greatest tool you have to separate your business from the competition.”
“Your customers won’t love you if you give bad service, your competitors will.” Kate Zabriskie
Skip is a guy to follow! You can see more of Skip’s stuff here http://www.skipcohenuniversity.com/scu-blog (ed)
Skip Cohen has been involved in the photographic industry his entire career and previously served as President of Rangefinder/WPPI and earlier, Hasselblad USA. He founded SkipCohenUniversity.com in 2013. Skip is a co-host for “Mind Your Own Business” and “Beyond Technique,” webcasts through Photofocus.com, writes for several publications including Shutter Magazine and is actively involved in several advisory boards for non-profit organizations.
by successfulbob | Marketing Monday, photography, photography education
You Are Not Alone
Here’s another installment of Marketing Monday from my friend Skip Cohen. He touches on a lot of the fears we as photographers can impose upon ourselves and offers some ideas on how to stay on track.
You are not Alone – Photo Illustration © Bob Coates Photography
“Over the years, I’ve noticed a common theme when talking with photographers, especially those new to the business. Most of them think they’re alone in working through the challenges.
So, whether you’re new or a veteran, not only are you not alone, but there isn’t one of us in the industry who hasn’t felt your same concerns, doubts, and frustrations. We’ve all experienced those moments of just asking the question, “What am I doing here?”
Sadly there are some incredibly talented people in our industry who now and then they just give up. It’s not because they lack the skills. They lack a support group.
“Most people give up just when they’re about to achieve success. They quit on the one-yard line. They give up at the last minute of the game, one foot from a winning touchdown.” Ross Perot
Two months ago I celebrated nine years since I left Rangefinder/WPPI and headed out on my own. Every day has been an adventure, not always in the right direction, but a learning experience nonetheless. When I started this journey, a few members of my own family thought I was nuts. It was suggested that I should just be satisfied with where I was. After all, I was president of Rangefinder and WPPI, what could be better? It was suggested I was too old to be starting a new business. Then there were those who had to tell me I was nuts to start a new business in the worst economy since the Great Depression!
So, I set out and followed the wisdom of Dr. Seuss:
“Be who you are and say what you feel, because those who mind don’t matter, and those who matter don’t mind. “
I’ve learned a lot in the last nine years, about the industry, chasing dreams and especially myself. There’s always more to learn. But along the way I’ve picked up some pointers that might just help you through the process:
- Surround yourself with positive people
- Listen to the advice you’re given, but make your own choices. Always go with your heart!
- Short-term compromises are fine but don’t compromise your long-term goals.
- Read, follow, watch, listen to and meet those people who you admire most in the industry.
- Spend time just kicking-back and daydreaming! Some of your best ideas will come out of just being relaxed and thinking, “What if?”
- Set a goal to understand every aspect of the photographic process and don’t let yourself be frustrated over how much you don’t know – just take it one step at a time.
- Build your network by attending workshops, local meetings, national conventions and trade shows. Being a great photographer is about education – and you can never stop learning!
- Never stop dreaming! And to quote my good buddy, Matthew Jordan Smith, “Always dream big!”
“The future belongs to those who believe in their dreams!” Eleanor Roosevelt“
Skip is a guy to follow! You can see more of Skip’s stuff here http://www.skipcohenuniversity.com/scu-blog (ed)
Skip Cohen has been involved in the photographic industry his entire career and previously served as President of Rangefinder/WPPI and earlier, Hasselblad USA. He founded SkipCohenUniversity.com in 2013. Skip is a co-host for “Mind Your Own Business” and “Beyond Technique,” webcasts through Photofocus.com, writes for several publications including Shutter Magazine and is actively involved in several advisory boards for non-profit organizations.
by successfulbob | photography, photography gear, photography software
Lumix GH2 Camera Files from Panasonic
My first exposure to the Lumix line of cameras came when I was trying to find a smaller lightweight camera for travel. My wife was always giving me grief for hauling 35 plus pounds of full-frame DSLR gear with me on vacation. I said, “What are you worried about? you aren’t carrying it!” After that she replied, “You aren’t either, the gear often stays in the room ’cause it’s too heavy to lug around.” Don’t let her know this but I’ve found she’s right most of the time and I should listen more often, but I’m a guy. What can I say?
Made with the Lumix GH2 in Florida in 2012
Anyway, back to the story.
I tried three different ‘point and shoot cameras with no success because I finally listened! The reason they didn’t work for me? The files would fall apart when I tried to push them past anything larger than a 12-inch print or use the images in combination with other photos in my PhotoSynthesis process of creating my art.
And then… I found the Lumix GH2 and got a couple lenses. A wide angle and a 14-140mm zoom. (28-280mm FF equivalent) I added a small pouch for extra batteries, a tiny tripod and the other goodies you need for a two week trip to France. I had that camera on my shoulder with the 14-140mm lens and the pouch at my waist, and it never left my side for our entire trip. The best part?? When I returned I started working the files and ‘Viola!”, The files held up. I started running to all my photographer friends and telling them about this discovery. That led to my eventually becoming a Lumix Ambassador. That’s a story for another day.
I’m telling you all this because I decided to take a look at the GH2 files and give them a run through some of the newer software including Photoshop, Luminar 2018 and Aurora 2018. I amazed at how well the files do even today in 2018. These files are six years old, and there have been quite a few improvements in the subsequent iterations of the Lumix line. When the GH3 came out I started using it for my professional work and found that I could do about 85% of my jobs with it. In the beginning, I shot the camera side by side with my full frame DSLR for safety. Then I knew what tasks could be completed with the GH3 and the DSLR sat on the shelf more often. When the Lumix GH4 came out, I did a few more side by side comparisons before realizing I could do all my work with the micro 4/3rds camera. And all my DSLR gear went on the market, and I haven’t looked back since.
Until today. I thought I’d share some of the images from the GH2 circa 2012. Here are a couple more images.
Snoopy Rock in Sedona, AZ Photographed with the Lumix GH2 and processed with Photoshop and ** Skylum Software.
Here’s an image using the PhotoSynthesis process that I use in layering textures and giving more of an art feel to an image. And below that the original capture.
Manchester Arms Restaurant just outside Atlanta. GH2 again.
Original capture
In a couple of days, I’ll show you some images and the artwork created during my trip to France.
Yours in Creative Photography, Bob
** Skylum software includes Aurora HDR – Luminar – and CK Creative KIT. Special deal on Aurora HDR through July 4th. On any of the software add PROMO CODE – COATES to get an additional $10 off
PS – The latest flagship camera for stills (first one!) is the Lumix G9. This thing rocks!
I haven’t forgotten about the clouds from above post I said I get you…
by successfulbob | marketing, Marketing Monday, photography, photography marketing
Marketing Monday with Skip Cohen
Keep Climbing
A new feature here on Successful-Photographer will bring marketing thoughts and ideas from Skip Cohen every Monday. I hope you get as much from listening to Skip as I do!
Staying Focused on Your Education and Growth as an Artist
“When you reach the top, keep climbing!”
Climbing Lizard Photo – Bob Coates Photography
It’s an old proverb, but it’s the way I’ve seen great photographers in our industry stay focused. They never slow down and never stop trying to learn something new. One of the keys to their success and yours is to continuing education.
The first book I wrote was with Don Blair, Don Blair’s Guide to Posing and Lighting Body Parts. It was a guide on traditional portraiture, mostly about what to do with Mother Nature’s challenges, including bad complexions, eyeglasses, braces, posing of women who weren’t size 5, etc. Nobody could create a more flattering portrait than the legendary Big Daddy Blair himself. He was one of the very best.
Don was once asked, “What’s the best portrait you’ve ever done?” His answer said it all, “I don’t know, I haven’t done it yet!”
There’s no question that Don was one of the finest portrait photographers in the world, but at 75 he still hadn’t stopped learning. He still hadn’t created what in his heart he felt was his most beautiful work. He always knew he could do better and kept attending every class he had time for.
Set your goals high, but never believe you’ve hit the top!
We’re part of an industry that’s continually changing. Paradigms shift every morning, sometimes as consistently as the sun coming up. Changes in communication and technology are always challenging us. Our creativity is never wholly tapped, continuously being expanded by other photographers and leaders in the industry.
Have some fun with this little exercise: Take a look at the first images you captured, then look at your work today. Odds are you’ll have a front row seat to your evolution. Photography is an ongoing process. As long as you keep learning, your ability to evolve as an artist will never stop.
PS – And, this is the perfect time to share why I’m so happy my good buddy Bob Coates asked if wanted to share a post now and then on Successful-Photographer. The friendship Bob and I have started many years ago and is built on a foundation of respect for education and a love for this industry. We’re cut from the same cloth when it comes to believing in education and helping photographers raise the bar on the quality of their images, relationships, business, and marketing!
Skip is a guy to follow! You can see more of Skip’s stuff here http://www.skipcohenuniversity.com/scu-blog
Skip Cohen has been involved in the photographic industry his entire career and previously served as President of Rangefinder/WPPI and earlier, Hasselblad USA. He founded SkipCohenUniversity.com in 2013. Skip is co-host for “Mind Your Own Business” and “Beyond Technique,” webcasts through Photofocus.com, writes for several publications including Shutter Magazine and is actively involved in several advisory boards for non-profit organizations.
by successfulbob | Lumix LX100, people photography, photography, photography creativity, photography gear
Looking for Shadows
In photography, you will often hear people exhorting you to ‘Look for the Light’! I don’t know how many times I heard and read that during my learning process over the years. I believe that my photography leaped forward when I first heard ‘Look for the Shadows.’ When I started looking for and shooting into, the shadows I saw a marked difference in the depth and dimension of my photographs.
Look for the shadows has become my watchword. Shadows are what make or break an image. If you are walking along and you see harsh shadows being cast by the trees and shrubs and you decide to put your subject in that same light, you will get harsh shadows. Seeing little pockets of soft shadows and using these areas will make for less contrast in your images. To me, soft shadow edge transitions lend beauty and form to a subject being placed on a two-dimensional surface that you want to read as three dimensions.
That being said I am always watching how the light and shadows interact which brings me to today’s post. We were out to dinner at my wife’s favorite restaurant J Wine Bistro in the VOC Sedona, AZ. I noticed the waiter Ray and saw the split light on his face from the light beside the front door of the restaurant. I asked Ray when he had a moment if he would strike a quick pose for me.
Ray with split light.
While I enjoyed the light shaping Ray’s face, I wasn’t thrilled with the background as you might imagine. So let’s play! I extracted Ray from the environment and went to work.
After extraction and some added texture and background.
A slight change in layer positioning adds a whole new color palette and feel to the image.
Last I thought I’d see how Ray liked being in Italy.
The original image was captured with what I call the professional photographer’s point and shoot. It’s the Lumix LX100. The LX100 is a nice handy camera that can fit in a large pocket. It has a fixed lens with fast f1.7-2.8 Leica glass and a decent zoom range of 24-72mm.
Yours in Creative Photography, Bob
