Adding Personal Touches to Enhance Your Client Experience

Adding Personal Touches to Enhance Your Client Experience with Lindsay Walden

Hi Intuition fans! My name is Lindsay. I own Lindsay Walden Photography in Colleyville, Texas and specialize in fine art newborn and maternity portraits. I’ve worked hard over the years to develop a very distinct brand within the luxury market in my area. By focusing on providing my clients with an exceptional experience I’ve set myself apart as a desirable, in demand high end studio in a market saturated with other photographers. Today, I’m sharing some of my favorite tips for adding personal touches that enhance the client experience.

 My client experience begins long before they are standing in front of my camera. I take care to focus my marketing, website and social media on showing the client experience as much as possible. By the time most potential clients inquire with me they are already pretty excited about what they will experience. I start the client inquiry conversation by scheduling a brief phone call. This phone consultation is an incredible opportunity to identify a client’s needs, worries and anxieties and to immediately alleviate them. The phone consult is likely the reason most potential clients end up booking with me.

 Backdrops from left to right: Cotton Field, Daydream, Juliette Peach

At the end of the phone consultation every interested inquiry will schedule an in-person design consultation. During this design consult I’ll explain everything they need to know about their session including how to prepare, what to expect, what to bring, etc. My goal is to make sure they have all the information they need so they do not have any questions or worries. The sessions should ultimately be a lot of fun for them. It is also an opportunity for them to try on gowns. To enhance my client experience I offer clients a selection of over 100 gowns to choose from. Most of which are higher end, couture gowns. Clients LOVE this part of the process. We talk about the design for their session and it is a fun opportunity to show them the variety of beautiful Intuition Backgrounds I offer and other props and designs.

 The day of their newborn session clients arrive to the studio with baby. Mom is whisked away to our hair and makeup room which is designed with the look and feel of a day spa. With a comfy salon chair, flattering mirror with makeup lights, and all kinds of small touches to help them feel spoiled. On a shelf I keep nail polish with trendy colors, makeup blotters, lotions, breast pads and perfumes. In addition I put out a selection of delicious snacks and refreshments.

Backdrop: Hale

While mom is being pampered my assistant and I take baby and I start photographing them. By the time I am finished photographing baby, mom is usually finishing up with makeup. If there are older siblings or if dad is coming they typically will arrive at this time. At the design consultation I will have provided recommendations to my client about what the rest of the family can wear to their session. I keep a number of darling dresses for girls and outfits for boys as well.  If the rest of the family has to wait at all while I finish up photographing baby I have a TV to keep them entertained and lots of toys for a variety of ages. 

Backdrop: Awake

Essentially my approach is to identify every conceivable need a client may have and to meet it before it is an issue. Every little detail matters. From the towels clients use to dry their hands in the bathroom to the pens I use to have them sign their contracts to the gourmet candies, everything has a luxurious feel. Adding these personal touches that enhance the client experience help set my studio apart and attract the luxury client.