• Abigail Coale

Crafting A Client Experience: Inquiries & Booking

Wedding professionals Abigail Coale (Abidoodle Productions) and Rebecca Sigety (Rebecca Sigety Photography) shared their wealth of knowledge on the topic of client experience, and we're bringing it to you in four parts. This week, we're sharing their thoughts on inquiries and the booking process.

First and foremost,

Make your website a reflection of who you are and who you want to work with. Your website should immediately draw in your ideal client, and lead them to your contact form. Your home page should tell people who you are, where you are, and what your mission is right away; According to web designer Jenna Miller (Absolute JEM), you've got mere seconds to interest your viewers before they click away. Just as you’re attracting the clients you want to work with, don’t be afraid to repel the ones who won’t vibe with you.

Design your contact form to see right off the bat whether or not you’ll click with a potential client. Consider including some open ended prompts like, “What are you most excited about? What is most important to be captured? Describe your relationship in three words. Tell me more about the vision for your wedding day. What did you see or hear about me that made you want to reach out?" This allows you to get a sense of their personality, and how eager they are to work with you. Make sure you're tracking how they found you!

After receiving an inquiry, Abigail and Rebecca suggest manually sending an email to set up a time for a phone consultation. This allows them to include some personal touches and assess to make sure this is a good potential client. Asking them if they’re available to talk on a specific date and time is a good way to get a response. At this time, they would also send additional pricing brochures or hidden website pages to tell them more about the wedding experience. Talk specifically about what’s involved in your experience, and why you’re different from the pack.

Once on the phone, lead with a few prompts like, “Tell me about yourself/relationship/wedding dreams,” and let them talk. Take notes to remember every aspect and make it easy to go back and jog your memory. Client experience doesn’t just happen on the wedding day - your couples are more than just someone getting married. Get to know them as people!

Share all the different aspects that make your wedding experience special - engagement sessions, albums, wedding day timeline, incorporating a planner into the photo process, etc. Ask questions that allow you to customize a package for them and understand the timeline of the wedding day.

Add the trust factor by not pressuring them into anything. Ask questions about your niche to understand if they are stylistically your match. And if their budget is tight, instead of offering discounts consider adding something in complimentary. Add value everywhere you can!

Follow up with positive nudges, making sure you’ve answered their questions and letting them know you’re here for anything that comes up. Consider DMs or texts if they are unresponsive since emails can get lost. Set boundaries and expectations for different forms of communication, such as all official changes must be sent through email, or you won’t be texting clients after 8PM.

Overall, people want to know they can trust you and feel valued. Our job in the wedding industry is ultimately to serve our clients and give them the best possible experience before, during, and after their wedding day.

Keep an eye on the blog to see other Client Experience topics like Client Guides & Gifts, Client Questionnaires, and Beyond the Wedding Day. Abigail and Rebecca are always open to questions on Instagram, and both have mentorship programs for an even deeper dive into the client experience.


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