Building a Stronger Business in 2022 - Exceeding Expectations

"The professional takes that extra step - they follow up, even when they don't have to!"
Shep Hyken

by Skip Cohen

​We're down to the last month of the "slow season," and if nothing else, you should be thinking about everything you can do to make 2022 one of your best years ever. While the pandemic brought an incredible level of stress and a collection of challenges for every business owner, it also created opportunities to demonstrate leadership.

I admit it's like the expression about banging your head against the wall because it feels so good when you stop, but out of the difficulties of the last couple of years came a renewed sense of family. As a result, there's a new focus on imaging and your ability to help people capture and cherish their most important memories. As I've written so many times in the past - photographers are the magicians of the world, turning intangible moments into tangible memories people can appreciate for a lifetime.

So, here's my favorite place to start when building success into the year ahead - exceed expectations! Start with a look at your entire business, not just your skill set in creating beautiful images, but how you communicate, the functionality of your website, the strength of your brand in the community, and the experience clients have when working with you. Exceeding expectations isn't a policy but a lifestyle that should be built into everything you do!

• Don't just deliver on time - deliver early, whenever possible.
• Be a relationship-builder - your most incredible tool for marketing is relationship building with your clients and your community.
  • Keep in touch with your clients with a phone call here and there - you don't have to sell anything, just check in on how they are.
  • Follow clients and associates on social media - pay attention to birthdays and anniversaries.
  • Be involved in your community - this is about giving back. You want the community to be good to you, so you have to be good to your community.
• Make working with you a great experience.
• Return calls and emails as fast as you possibly can - not just with customers in your database, but with everyone who contacts you.
• Always follow up with questions from your clients - even when you think the challenge has already been resolved.
• Be early for appointments and meetings.
• Be helpful in person, online, and in your blog.

As I was thinking about 2022 and my optimism for this new year, I started thinking about the role excellent service will play for every business. Your success is about going the extra step and staying in touch with your clients, even when you don't have to. Excellent service isn't just about solving problems. It's about being proactive and creating top-of-mind-awareness with your audience - so whenever they think about photography, your name is right on top.

I shared this video a while back - it's from Shep Hyken. I'm a huge fan of Shep's and his focus on Customer Service. Shep's a Hall of Fame Speaker, NY Times Best Selling Author, and a Customer Service and Experience Expert. He walks the talk with his regular closing line of "Always be amazing."

The short version of our friendship is I shared a quote of his on Twitter. He responded; I called him, and he took the call. Since then, we've been on each other's podcasts and even caught breakfast together in St. Louis several years ago.

There are hundreds of videos on Shep TV on YouTube. Here's the link, and it's jam-packed with content to help you rebuild your business in the new year.  

There are no traffic jams along the extra mile.
Roger Staubach