Lifetime value of a client…

I was debating on whether or not to post this, but I think it needs to be said, so here it goes…this week, one of our suppliers lost our business indefinitely. Their lack of customer service over the past few months began to make me question our ability to stay with them, even though we've used them for the past 8 years now. I was a "five figure client" to them every year and was even promoted to their VIP customer status, and yet this week, when I asked for a simple replacement on a defective product that we received, the "customer service representative" acted like she needed permission from everyone in the company just to send me a replacement product. That was really the last straw for me, I was done.

I'm telling this story because I think it's important for other business owners out there to value their customers like I do and they really need to be reminded of the big picture. When a client books us for their wedding, we don't want to just do a good job for their wedding and send them on their way. We try to develop a true relationship and friendship with them, that way, when the wedding day comes, they are comfortable with us and have fun in front of the camera. 80-90% of our business is now referral-based, and I have my clients and friends to thank for that. We don't have to spend a ton of money advertising anymore like most people because I've learned that if you can just do an outstanding job on every wedding and portrait shoot, you will get their friends weddings and their friends of friends weddings and so on. We see the lifetime value of our clients, especially when they come back for maternity portraits, baby portraits, family pictures, corporate events, etc. long after the wedding. We want to be their photographer for life, not just for their wedding. If you can consistently provide the best possible service and products, you will have a friend for life and they can't help but tell other people about you!