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5 Ways To Gracefully Rein In A Client Who Won’t Stop Talking

Photographers often share one common burden with practicing psychologists: Sometimes you need to get information from someone, but you just….can’t. The problem isn’t that the person clams up and won’t talk. Rather, it’s that they won’t STOP talking. Oh, you’re hearing plenty of words – it’s like a verbal monsoon.  But none of it is […]

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Chris Welsh - Great advice! Thank you for posting and sharing!

Allison - Company Talksalot. Hahahaha excellent points. #4 is crucial. It’s also great to use #4 when people are mad at you and yelling. I use that when clients yell at my day job over the phone. It makes them calm down like magic.
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lori b - These are great ideas to manage the verbose client. I happily shared this on FB and Twitter.

Erika Bischoff - Great article. Thanks for sharing it.
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Two Ways To Cure Client Revenge & Save Face

Today I have two morsels for you to consider, and I’ll leave it to you to decide whether they are related, and how you’ll wield them in the future. Thought #1 – A little over ten years ago, a couple of researchers set out to understand the phenomenon of “customer revenge.” Sometimes when a customer […]

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Andy Stenz - Spot on. Thanks for the timely reminder!

Terri - Yes! I think of this business trait as something called business integrity. The act of treating your customers with kindness in all situations. I learned it at the side of my grandmother when I worked as a teenager in my family’s submarine/pizza shop. She always treated the customers as if each was the most important person to the success of the shop. And I believe her attitude is what kept them coming back and eventually led to the expansion and franchise of that submarine shop in coastal Virginia and North Carolina.

Erika - Ooooh, I love the pictures, hee hee :)

Leni Moretti - One of life’smaxims: Be kind to one another. Your example’s were very helpful. Sometimes I feel torn between apologizing and wanting to show that I have my professional principles. It’s a fine line at time …

Erika Bischoff - Thank you for sharing this great and very interesting story.

Violeta Nedkova - Jenika, I love your psychology morsels and way of writing. You’ll be one of my “content marketing” case studies (mostly, the way to hack content to get clients) because you have it down, girl. :)

Haven’t made anyone angry yet, but that’s coming…
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Owen Lucas - Both instances have just happened to me! I have just won a fan through a humble apology to a client (and it wasn’t my fault – she was just too slow placing a deposit for her desired date of booking!); while I am currently feeling like I should have had an apology from a training course that just didn’t deliver what they promised. I’m resisting any urges to go viral you’ll be pleased to hear!

Owen Lucas - Both instances have just happened to me! I have just won a fan through a humble apology to a client (and it wasn’t my fault – she was just too slow placing a deposit for her desired date of booking!); while I am currently feeling like I should have had an apology from a training course that just didn’t deliver what they promised. I’m resisting any urges to go viral you’ll be pleased to hear! OL

Jamie Swanson - YES. YES yes yes yes YES! People need to read this one for sure! Thanks for such great insight, Jenika!
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Denise Karis - <3ed reading this post! I hate feeling blown off and I think that's what a lot of angry clients feel when they are frustrated or upset and on top of it, no one seems to care.

Brooke - I am amazed at the businesses that don’t take responsibility for crappy circumstances, especially when they cause them. Sometimes s*it happens, but apologizing and making it right – without being a jerk about it – can mean SO much to someone! I agree 100%, love this article and am sharing!

Rana - Jenika- this is such a great article and I could not agree more! People need to let pride not get in the way of being an understanding business person!

Thanks for the great read!
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3 Quick Questions That Get The Testimonials You Need To Have

As far as lab assistant jobs went, it wasn’t the worst out there. For example, I could have been in the primate lab cleaning cages.  Or dealing with mysterious fluids in the taste and smell lab. Yeah, my job was far more pleasant – to stand on the main quad and collect responses for consumer […]

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Sarah Heggen - This article is perfectly timed. I was just fretting over the lack of testimonials on my website, and I couldn’t quite figure out how to ask for them without feeling slimy. You’ve saved the day! Thanks much. Now to get to work!
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Jen Trombly - I had to laugh when I read this blog… I literally had the exact statement, “Would you mind filling out a brief survey” in my questionnaire email. Yikes!!! I had revised it and have just sent the first one out! Whew…. thanks!

Megan DiPiero - Whoa! Just spent the last 40 minutes on this page and clicking all the great links within. Chock full of goodness! I have been thinking about surveys for the last few months. This is just the action-driven post I needed to point me in the right direction. Thank you!

Danielle - Thank you for this!! Great information I will definitely be using. And I am going to brand camp! Hope I get to meet you!

Shayna Hardy - Oh my gosh!! I literally just copied and pasted these into an email to a client and I received this amazing testimonial! I was crying when I read it… THANK YOU soooooooooo much!

“I would say that you were really more than photographer. You went above and beyond to make sure we were pleased with the product. Not only did you photograph our family but you came into our home and recommended places to display that work. The consultation is something you don’t always see in photographers. You seem to know how to market your talent rather than just “take pictures”. “

Jenika - Woohoo Shayna! So happy for you, and that’s a great testimonial to have :-D Congratulations.

April Bennett - This is such an amazing, site, amazing article, and the website ebook is absolutely amazing too! Thank you so much.

Katie Bertoli - This post was SO helpful. I just finished my testimonials page (and scattering them throughout my website too)! Thanks so much!
This is good for my business but also GREAT for my self esteem as I am just getting started. If I’m having a rough day I just read my testimonials! :)

Check it out for yourself:http://katiebertoliphotography.blogspot.com/p/testimonials.html

Thanks again!
Katie

Jennifer - thank you for the very specific suggestions!

Camille - This was so helpful. I’m an introvert who hates self-promotion, and can never find a way to ask for feedback that results in useful information. I tweaked your script to make it a bit more formal for my corporate executive clients, created a form, emailed it out, and just got back responses from two former clients. They’re fantastic! And more than one or two sentence answers. I’ve got plenty of testimonials to spread throughout my website.

Thanks for your help!

Tonya Damron - love reading all the info here!

Leanda - Thank you this is just what I needed today! xoxo
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Elaine Welbourn - This. Totally. Worked!

I asked a client recently to write a testimonial about her experience working with me at her recent engagement photography session. I followed the format presented in this blog post carefully. although I thought it might sound too “pushy” to ask specific questions, thus limiting what she might want to say to me/about me, it was completely successful! Not only did she write a testimonial, but it was heartfelt and relaxed – exactly what I wanted! Thank you for this helpful blog!

(…and in case you hadn’t noticed…I used the same three questions to write this testimonial for you!)

Kristin Duncan - I love these questions! And the part about telling clients it will be quick and painless is genius. Thanks Jenika!
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April - Thanks so much for the guidance! I had been waiting a week for testimonials from a few clients I’d recently reached out to. Yesterday I fired them a reminder email with these specific questions and overnight got responses from half the bunch. It’s so much more helpful to them to write about their experience with prompts and you’re right- they wrote exactly what I needed to turn would-be clients into bookings. Now I just have to get that info up on the site. Thanks, Jenika.
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Your Panic Plan: Read Before You Need!

After my grandfather passed away, I found among his things a 1969 Army Field Manual titled: “Survival, Evasion, and Escape.” This curious volume details things a soldier would need to know if they fall behind enemy lines.  Everything from preparing muddy water for drinking, to organizing an escape from enemy transport, to fashioning a needle […]

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You Know How You’re Afraid Of Marketing Because You’re Afraid People Will Be Annoyed? Here’s Your Annoy-Proof Marketing Plan.

So I’m standing there getting whipped by rain and thwapped in the face by a giant map of Vienna, and all I could think was “I couldn’t look more like a tourist.” Having spent a couple summers in the German-speaking world, I generally know how to avoid walking around with a “tourist” bullseye strapped to […]

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GlamourEffekt Hochzeitsfotograf - thx for that! I’ll try to consider all that! :)

Sophie - Your blog is just amazing. I knew it was the post for me as soon as I read the title and it totally gave me a new perspective on marketing! Now I just have to implement the info! :)

Kaylie - Those photographs of Germany are so beautiful! Great post! Now I want to read the guide for the trick to get children to sit still!
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Thomas - If its stephansdam & vienna than its Austria and not Germany,
language is similar so (kind of german language)

Thomas

Thomas - sorry for spelling mistake

“Stephansdom” would be correct (Vienna as well)

Sarah Shotts - I have a confession to make. I’ve been refreshing this blog for days hoping for a new post. ;)

Working on marketing strategies for the new year and rebranding my website so this couldn’t have come at a better time.

Cheers,
Sarah
https://www.facebook.com/sarahshottsphotography

Allison - Great bouquet! I came up with one just last night – once a month I’m going to go plant myself in a coffee shop for an hour or two, announce (ahead of time) where I’ll be, and let people come and ask me questions. Coffee’s on me, no strings attached. :)

Shelby - Thank you, thank you! I’m giving you a virtual hug right now! This is exactly what I’ve been wanting to do, but just haven’t been able to get it as concrete as what you have here. I’m super excited to flesh out some ideas!
Thanks love :)

Ryan - Very interesting read, however, I would love your take on one problem I have encountered.

I use a similar method throughout life. I go out of my way to help as many people as I humanly can. I invest hours in helping people I hardly know because I feel that it is “right”, however I also want to build a reputation as being a “good” guy out of hope that it will allow me to build loyalty and ultimately benefit my business.

However, the issue I have faced is that the vast vast majority of people who I have helped just take the help, say thanks, and ignore me until the next time that they need help. I was wondering what yours thoughts were on this and how to avoid the problem.

Jenika - Hi Ryan! Good question. I could probably write a whole post on this issue, but in short, two things:

First, I believe, and it sounds like you do too, in cultivating goodness for the sake of goodness. And in business, I’m patient with the long game. Sometimes the results of good deeds are fabulously indirect (the person tells someone else, who hires you but doesn’t mention anything). Sometimes I spend a good deal of time answering an email and I don’t even receive so much as a Thank You in reply. But sometimes the person hires me or has me on their podcast. I can never know, and I just plug away.

Second, of course, you have limited resources to share, so there are a few things you can do. 1) Decide how many folks you can help in a year (say, for having conversations about X). 2) Create a free resource on that issue and offer it to your whole audience, thus increasing the # of people helped and the likely return. 3) Help the person halfway or offer a nice but limited chunk of help, and say “if you want the rest, you can hire me for $X.” 4) Help someone once, and if they return, say “I’m so glad you came back, because of my limited time I can only ____ for my ____ clients. This allows me to focus my energy on really helping people consistently instead of piecemeal. If you’re interested in becoming a ____ client, here’s the scoop: ___________.”

Here’s another post that may help: http://psychologyforphotographers.com/creating-personal-work-without-cultivating-expectations-of-freebies

Good luck Ryan!

Nikolay Mirchev - Very interesting reading. Germany is one of the countries that I always wanted to visit. Beside the beautiful images you captured I really like that you concentrate so much on the human factor, which nowadays more and more people are forgetting about.
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Marga - Thank you for the great article, now I know how to avoid clients from getting irritated. Nice strategy, did you go to the concert of that man?

Megan DiPiero - You are the queen of helpers. Case in point… this blog. It’s so great that you offered specific blog posts ideas that would allow me to help my clients. And in turn, allow them to see me as an ally. Love it! Thank you!

Mary - This was so, so, so helpful. I can’t thank you enough for what you do.

Tonya Damron - love reading this