Do clients really like all the fancy online stuff?

Chris O

I've been thinking about how impersonal my services have become since I started using SmugMug. After the photoshoot, for the most part all communication is over aside from a few thank you emails. I'm not involved in the ordering process at all. No more proof books or anything like that.

I know clients really like the ordering method smugmug provides (several think it's the best thing ever) but at the same time, is it REALLY any better?

Do you think there is a good way to reach a middle ground of personal service and ease of ordering?

Angelo

Chris O wrote:

I know clients really like the ordering method smugmug provides (several think it's the best thing ever)

That's a good thing, no?

Chris O wrote:

...but at the same time, is it REALLY any better?

compared to what?

Chris O wrote:

Do you think there is a good way to reach a middle ground of personal service and ease of ordering?

Those aren't necessarily mutually exclusive. Let them order online at a site they like and that provides excellent, user-friendly interfaces but you stay in touch with the client. Call them, email them, visit them - check up on them

Chris O

Yes it's a good thing that they like it, but at the same time, it's just different and new. My sales haven't gone up at all because it's easier, which I thought they would by getting a few more impulse buys. I do have more free time now not having to prepare orders which is awesome.

Guess I just feel like I'm bugging them if I keep in touch after I give them the link to the photos, aside from a thank you call or email. I used to get more referrals when I was more involved in the ordering process it seems.

Tim Kamppinen

What about this... instead of just giving them the link to the gallery, do a "proofing session" which is just you showing them the gallery, but on your own calibrated monitor/laptop. That way you get to personally guide them through the images, comment on them, convince them of how great they are, just like if you were doing printed proofs. You can point out how your monitor is calibrated and everything looks color correct on it, etc, as an excuse but the real reason is so that you can personally "sell" them on the photos (although it is nice to know they're not viewing them on a crappy, dark, low contrast 13" monitor at 800x600 and judging the quality based on that). If they want they can do the order right there, if not just give them the password and let them order at their leisure. You still get your face time in, but the actual ordering process is just as simple and easy as if you had just sent them a link to the gallery.

I have thought about doing this myself, but alas, I don't have a laptop or an office...

Chris O

Tim Kamppinen wrote:

What about this... instead of just giving them the link to the gallery, do a "proofing session" which is just you showing them the gallery, but on your own calibrated monitor/laptop. That way you get to personally guide them through the images, comment on them, convince them of how great they are, just like if you were doing printed proofs. You can point out how your monitor is calibrated and everything looks color correct on it, etc, as an excuse but the real reason is so that you can personally "sell" them on the photos (although it is nice to know they're not viewing them on a crappy, dark, low contrast 13" monitor at 800x600 and judging the quality based on that). If they want they can do the order right there, if not just give them the password and let them order at their leisure. You still get your face time in, but the actual ordering process is just as simple and easy as if you had just sent them a link to the gallery.

I have thought about doing this myself, but alas, I don't have a laptop or an office...

I actually like that idea.

Yeah I always have to preview my site on my girlfriends laptop to see how the rest of the world views photos.

I have an "office", but it's just a second bedroom turned into an office. Not that they'd care I imagine.

Cygnus Studios

I am on the complete opposite side of this. I am pushing hard to get my commercial clients to use Smugmug. It would free up so much time. I guess that the grass always looks greener on the other side.

sweet caroline

You'll get more reprint sales in the long run if you allow clients to go back and order more later from the website. You may also mention that they can e-mail a link to family members. I've made some extra sales that way. I know I'd much rather order at my leisure than have to sit down with the photographer to look at proofs. Many people are too busy to want to do that.

Caroline

Chris O

Yeah I've gotten a few sales months later, not any from relatives/friends though.

Cygnus - I guess the grass is always greener.

bob swanson

Time is money from both ends. I would prefer the customers order on-line rather than to go thru the effort of meeting them at their convenience or mine. As far as the personal side, how did you get in contact with them in the first place.

Tim Kamppinen wrote:

What about this... instead of just giving them the link to the gallery, do a "proofing session" which is just you showing them the gallery, but on your own calibrated monitor/laptop. That way you get to personally guide them through the images, comment on them, convince them of how great they are, just like if you were doing printed proofs. You can point out how your monitor is calibrated and everything looks color correct on it, etc, as an excuse but the real reason is so that you can personally "sell" them on the photos (although it is nice to know they're not viewing them on a crappy, dark, low contrast 13" monitor at 800x600 and judging the quality based on that). If they want they can do the order right there, if not just give them the password and let them order at their leisure. You still get your face time in, but the actual ordering process is just as simple and easy as if you had just sent them a link to the gallery.

I have thought about doing this myself, but alas, I don't have a laptop or an office...

filmphoto

My sales are consisently higher from in person - presentation at the studio than from online.