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Customer service isn’t a chore; it’s an opportunity to build brand loyalty. Shep Hyken Catching up to Shep in 2019 by Skip Cohen It's Hump Day and a perfect time to share one of my favorite quotes, which is also by one of my favorite people in the world of Customer Service, Shep Hyken. Shep and I met online many years ago when I shared one of his quotes on Twitter. I was so accustomed to sharing legendary quotes from deceased individuals that I was surprised when Shep acknowledged what I'd shared. That led to a couple of phone calls; later, Shep joining me on a podcast, and me joining him on his, and eventually grabbing breakfast when Sheila and I were in St. Louis. Here's the link to his website and some of the very best advice in business! That's the backstory, but I want to highlight the power of Shep's quote. You're greatest marketing tool is all about Customer Service. So often, companies treat it like an afterthought, the complaint department. Yet, it's the most important part of relationship building with your target audience...it should be viewed as anything but a chore. Done right, it builds loyalty and creates an environment of trust, encouraging customers to return to you. Your goal is to consistently overdeliver and exceed expectations with every interaction, even if the individual is not yet a customer. Customer Service extends into every aspect of your business, from your website to how you're perceived on social media, to all levels of communication, including in-person interactions, phone calls, and email. Think of your most favorite restaurant or retailer. Your loyalty is based on all your experiences. The level of quality you perceive isn't just based on the products you bought, but also on the company's attitude, how they make you feel, how easy they are to deal with, and how much you enjoy feeling valued as a customer. The bottom line: Build your brand on great service and make each customer feel like they're your only client. And one more great quote from Shep... The key is when a customer walks away, thinking,
"Wow, I love doing business with them, and I want to tell others about the experience." Shep Hyken
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by Skip Cohen We're down to just over 130 days left of 2025. The fourth quarter is six weeks away and brings with it numerous opportunities to get involved in making a difference in the world. If every photographer got engaged with one more charitable cause or event in the next four months, imagine the impact we could have. I've written so much about fundraisers, charities, and simply being involved in your community, but there's no such thing as writing too much, ESPECIALLY NOW! This is the time of year when many nonprofits launch their most significant programs. For example, from United Way to the Alzheimer's Walk, to thousands of local nonprofits, now is the time to make sure you're involved. Jay Conrad Levinson, best known for his expertise in marketing and for coining the phrase "Guerrilla Marketing," lists being involved in your community near the top of his list of 100 things guerrilla marketers need to do. Why? Because people like buying products and services from companies they perceive as giving back, but it goes a lot deeper. You're looking for your community to be good to you. So, you need to be good to your community. What amazes me is how many people can't find anything in their community. I've even heard photographers say, "There's really nothing going on around here to be involved with!" Stuck for ideas?
The list goes on, with numerous opportunities for you to get involved. Most important of all, your camera doesn't need to be part of the equation in terms of people to learn that you believe in giving back. Sometimes it's fun to leave your photography skills out of the picture initially, bringing them into play when there's something to document or a project that you can help create, encompassing all aspects of imaging. And when you do get involved, don't be embarrassed to crow a little! Utilize social media, whether through your blog or sharing on Facebook or Instagram, and become an ambassador for the causes you believe in most. “I respect generosity in people, and I respect it in companies too.
I don’t look at it as philanthropy; I see it as in investment in the community.” Paul Newman Hope won’t carry you. Hustle will. I’ve met people who wait on hope. They sit still, pray for change, and expect a knock at the door. But nobody’s coming to save you. Even with the best degrees and a silver platter, if you can’t hustle you won’t move. Inside the system or outside of it, hustle is your only ticket. I believe success is where homework and faith meet opportunity. So here’s to the ones who hustle like their future depends on it, because it does. Daymond John by Skip Cohen
It's Hump Day, and I try to keep my mid-week posts relatively short and to the point. When the quote above, from Shark Tank's Daymond John, came up on LinkedIn, it hit me pretty hard. We all know too many photographers owners who have done everything they can to learn the craft in terms of their skill set, but then kick back and wait for clients to flock to their door, but nobody showed up. They never really hustled. They didn't market themselves, get involved in their community, or build relationships. No need for me to write anymore this morning, Daymond John said it all. Happy Hump Day! * iushakovsky from Adobe Stock
It might still feel like summer, but in most parts of the country, kids have already started back to school. The clock never slows down, and it's time for you to start ramping up for a terrific fourth quarter. However, continue to procrastinate with a mañana mentality and you'll miss the boat!
Here's my point today - the clock is ticking and there are only 4 1/2 months left to 2025! The time to turn a few of those ideas you have into reality is NOW! This is about achieving a strong finish for your business and increasing revenue this year. And while I hate the expression, the words couldn't be more true...You snooze, you lose! by Skip Cohen It's my favorite day of the week, Throwback Thursday. But today I want to share a very different kind of throwback. I shared parts of this post a few years back. The summer is rapidly coming to a close and it's the perfect time for those of you procrastinators to get more aggressive with your marketing. Even those of you who have been actively marketing, might find some new ideas below. Here's the short backstory, going back twenty-one years! In 2004, I met Vicki and Jed Taufer for the first time. They were on vacation in California, and we had lunch together. That was when I was introduced to her calendar for memory-making. She showed me her holiday card for the previous year, 2003 - it was an accordion-style calendar with special themed events she had created for the entire year for photographing children. (I've included two of the pages in the four-panel card below) She even included a section about her travel in 2004, planting the seed for additional portrait sessions while she was on the road. Our industry has always relied on the natural seasonality of demand, especially during the fall and winter holidays, which begin in October and extend into the new year. But everything has changed - for the better! Thanks in part to social media, you can create your own seasonality. With just a little creativity and organization, you can boost the demand for your services - all on your own.
No one post could cover all the potential business out there, but it's a you-snooze-you-lose scenario. We're headed towards the biggest seasonality of the year, and you have the skillset to make it even stronger. But nothing happens if all your plans are for mañana! Like the old Nike tagline..."Just do it!" By adding a side quest to your day, you create space for curiosity, exploration, and playfulness and could discover something amazing and totally unexpected along the way. Ali Abdaal Click to visit Don's website by Skip Cohen The quote above is another gem from Lou Mitchell for today's "365 Daily Handpicked Reflections." It's the perfect thought for the day before the weekend. He went on to write: In our busy lives, it's easy to get caught up in the routine and focus solely on our main objectives. However, adding a 'side quest' — a small, enjoyable activity outside of our regular tasks — can spark curiosity and lead to unexpected discoveries. These side quests can revitalize our minds and bring fresh perspectives, often unveiling hidden talents or passions. But I want to take his thoughts a step further into our world of photography. Tony Corbell, back in the film days, used to suggest to every photographer to save the last couple of frames of every roll of film and do something completely different from the way you usually shoot. His point was to make it a habit to think outside the box, or better yet, think like there was no box. And as Don Blair used to say, "Once you know all the rules, you can break them!" From exposure, to composition, to lighting in the studio, even posing - mix it up. The same applies to your specialty. For example, most of you shy away from macro photography, but there's a whole world out there that most of us miss, simply because we never look close enough. Don Komarechka is one of the most recognized macro artists in the world, and he's built a career out of photographing things we never see, yet they're around us all the time. So, to the point of this post...Take the time today or over the weekend and come up with your own side quest adventure into some aspect of life you've never visited. Growth only occurs outside your comfort zone, and there's no telling where your new quest might take you. Happy Friday! Have a great weekend! And when it comes to mixing things up a little...
Don't let old "maps" limit your journey! Unknown Author by Skip Cohen Over the years, I've written a lot about the importance of reaching out to your target audience. For most of you, there's no such thing as too much contact. So, I jumped into Google and asked: How often do you need to reach your target audience for consumer recall? Back in my Polaroid days in the 80s, that number was 2-3 times for any campaign. But ramp up the noise in our lives to today, and the number is substantially higher! Here's what Google A.I. shared: The reality of the challenge is that most small business owners don't have the time or the resources to ramp up to 3-5 impressions a week via email or "snail" mail blasts. But those are only two of the tools you have, and there's plenty of help out there if you know where to look. The recipe for success is a combination of direct mail, email blasts, and several components from the target on the right. This is where community involvement, editorial, advertising, publicity, and social media, just to name a few all play a role. Marathon's "Power of Three" marketing programs: Whether your target audience is high school seniors or family portraiture, Marathon's got support for photographers down to a science. Family Marketing: Most of you involved in family portraiture typically operate as one-person businesses. You're working hard to capture and create beautiful portraits, but you're spread too thin to complete everything. You're doing as much as you can find the time for, but getting the word out to your target audience isn't always strong enough. Well, Marathon has the answer for you - their Family Marketing program. They give you three mailings to your target audience with an optional fourth. They'll help you design an effective marketing piece, ranging from accordion-style to gift cards to postcards. They'll work with you to set the dates for each mailing. They'll even help you fine-tune the mailing list and mail each series of marketing pieces for you. With the 1st Mailing: Create Awareness, 2nd Mailing: Present Your Offer, 3rd Mailing: Book Now, and the optional 4th mailing: Last Chance reminder. These 3-part promotions (with the optional fourth) are limited to only one studio per marketing area, so call (800) 228.0629 NOW to make sure your preferred ZIP Codes are available! ZIP Codes are protected on a first-come, first-serve basis. Senior Marketing: They follow the same formula with high school seniors and their "Power of Three" program. And again, you have exclusivity within your marketing area! You've nothing to lose by making a phone call to Marathon for more information and an opportunity to expand your reach and raise the bar on your marketing efforts. Over and over, I've seen photographers discuss how hard they're working to elevate their skill set. They've got the passion to capture and create stunning family portraits - but so often, they're missing the traffic at their door! Combine Marathon's expertise with your own ability to increase brand awareness through targeted marketing and enhanced consumer recall! Click to view in the SCU Light Box by Skip Cohen It's Marketing Monday, rolling in right after a holiday weekend. It's a great time to consider ways to grow your business, notably by expanding to new products and a new target audience. While wandering through the SCU archives, the artwork above came to light. It's a powerful statement and excellent advice for any entrepreneur. As I thought about how many photographers need to diversify and expand their target audience, I thought back to ideas that came out of the pandemic. Back then, I shared a post about JP Elario doing Facetime portraits for clients as he worked through a small part of the challenge with physical distancing. In contrast, Steven Gotz's idea of converting family portraits to coloring book pages for young children provides an easy way to keep in touch with clients while utilizing archived images from your files. Well, here's another one and the need is still enormous - outdoor seating at restaurants! One ingredient to bring back business following the pandemic was outdoor seating, but most restaurants, especially those that didn't offer table service outside, needed help in the decorating department. Well, it's summertime, and the pandemic is in the past, but the need is even greater today! It's a perfect application for Bay Photo's Performance EXT Metal prints. I wrote about my own experience many years ago. The original EXT Metal print on the right, was physically damaged by a contractor working on the house. However, it was reprinted, and the image has been outdoors for at least five years. While under a microscope, there may be some deterioration; there's nothing visible to the naked eye. It's been outside the entire time, exposed to the sun, heat, and rain of South Florida. The two smaller images have also been outside for approximately the same time, and with even less shelter from the elements. They's just as beautiful today as when they were hung, and have only been brought in during hurricanes! Two Additional Markets to Consider Restaurants: With or without outdoor seating, the demand for food photography has never been higher. It may have started with the pandemic, but it has continued to grow with the Internet and online marketing. Additionally, carry-out ordering remains a popular option. Check out any of your favorite restaurants, and most often, you'll find a massive need for better photography. Consumer Marketing: Take the idea of outdoor prints one step further, and instead of thinking outside the box, let's think like there's no box. Just about every client you've photographed over the years has a back porch or patio, some area outside their home or apartment. Let's encourage people to appreciate artwork outside their own homes. Here's an opportunity to offer something different and exciting to your existing audience. Let's start to plant a few marketing seeds with a new audience. The concept is also ideal for creating engaging content for your blog. So, from restaurants needing a more substantial presence outdoors to photography for their websites to helping clients bring photography to a new location in their home - most of you are sitting on an untapped market. You're the only one who can plant the seed for new ideas with your target audience...but you also need to follow through and take action. You need to be an innovator! "Creativity is thinking up new things. Innovation is doing new things."
Theodore Levit by Skip Cohen
If your website isn't working the way you planned, there's no way your target audience is going to understand why. It's not like road construction with plenty of warnings, cones, barriers, detours and signage! If a consumer can't get to where they want to go on your website, they're simply going to leave and go somewhere else. Spring seasonality is over. We're into summer business, and for those of you outside the bridal world, it might even seem a little quiet at times...but that doesn't mean there aren't things you should be doing to keep your business going strong. Here's a topic that should be at the top of everybody's list: Is your website working properly? We all have the same challenge: getting our website to look the way we want it, work the way it should, and get the support we need when we need it. The reality is that it's not a perfect world, and every website should be regularly checked and on different devices. If your website isn't working and creating a great experience for visitors, it's the equivalent of not unlocking the front door of a brick-and-mortar building. Customers can't get in, but you forgot to open the door and are wondering why business is so slow! Years ago, I received a great suggestion from an attendee at a marketing presentation I gave at the IPI Summer Convention. "We have six people in the company. Every morning, when they boot up, their landing page is a different page on our website. That's six different pages that get checked first thing before we even start the day!" Your website should be checked on different browsers, viewed on your phone as well as your computer, and links checked to ensure people get to where you want them to go. It's not rocket science—just good business. And according to the latest stats from Google via Statista.com, mobile devices account for almost 63% of global Internet traffic. Many years ago, there was a TV campaign with one line: "It's 11:00 PM. Do you know where your kids are?" Well, it's time to modify and bring that line into business, and 2025... "It's the start of another business day - do you know if your site's working?" If you think you are too small to make a difference, try sleeping with a mosquito! Dali Lama Images by Steven Gotz by Skip Cohen Technically, spring seasonality ended with Father's Day. Now that we're in summer, it's the perfect time for you to fine-tune your presence in the community. I've spoken with so many different artists over the years who tend to view summer as limited to what can be done to capture the attention of their target audience. After all, except weddings and event photography, there's not a lot going on, NOT!!!!! Let's start with community involvement, a topic I've written about numerous times before. Everyone can make a difference. In a world that's currently upside down, imagine how much better your community could be if everyone got more involved. There are so many different ways you can help: Blogging: A blog that regularly (at least twice a week) shares new content that's relevant to its readership helps establish your authority as an expert and builds your personal brand. Posts don't have to be long; they just need to be interesting to your target audience. For example, start and maintain a calendar of events related to non-profits in your community. And with each passing event, be there! Put yourself in the position of a photojournalist, sharing images and the stories behind various events. Within a very short amount of time, you'll be recognized as an Ambassador for the non-profits you're writing about. Your goal is to build a reputation for giving back to your community. You're not just another retailer! Additionally, being a photographer gives you the advantage of displaying your skills alongside your empathy for support. Social Media: While I firmly believe in the effectiveness of a good blog, for those of you who don't feel the same, then use social media to create awareness. As much as we all have a love-hate relationship with Facebook, it remains one of the most effective ways to reach your audience...but stay focused on your target demographics. Live Support: Just about all of you can teach a class in photography. It doesn't have to be an advanced technique, just helpful. For example, consider organizing a program in your community to help your audience capture better vacation photographs, July 4 fireworks, or storytelling. If you've got clients with young children, suggest they put a camera (or phone) in the hands of one of their kids to document family events and vacations. (It's incredible when you see the world through the eyes of a child.) Family Coloring Books: The idea is thanks to Steven Gotz, and it came out of the pandemic. Steven took images of clients as well as some of his animal shots, then pulled the colors and turned them into line art for a coloring book. Imagine the fun kids would have with a personalized coloring book of images of their own family! Even better, imagine the reaction from the parents as you help them document the summer ahead. Publicity: Summertime can be anything but slow! Utilize your network of community leaders, companies, and associations to share updates on your initiatives. Remember, it's all about building brand awareness. From local publications to community-centric websites - it's up to you to deliver a never-ending stream of information. The bottom line is simple: there's no such thing as support that's too small. But it's up to you to remind people you believe in your community! "The future of marketing is not just getting attention, but keeping someone's attention." Tagline from a Spotify webinar ad by Skip Cohen When I saw the quote above in an ad format, it made so much sense. It's the ongoing challenge of marketing, especially for small business owners. Plus, we're through Spring seasonality with Father's Day batting cleanup. So, what can you do to continue building momentum and increasing brand recognition for your business? Just like Subliminal Man on an old SNL routine, you've got to maintain a presence with your target audience. It doesn't always have to be direct contact, but a continual flow of branding is necessary to build recognition and top-of-mind awareness.
Here's the bottom line: Summer is here, and you need to maintain your presence in a way that is supportive without being overly aggressive. It's about keeping that top-of-mind awareness I mentioned earlier. "The best marketing doesn't feel like marketing,"
Tom Fishburne "Whether you're doing B2B or B2C, marketing is all about reaching the right person, and talking to that person in a way that makes them feel comfortable," Adam Spawton-Rice It's no good running a pig farm badly for 30 years while saying, 'Really, I was meant to be a ballet dancer.' By then, pigs will be your style. Quentin Crisp by Skip Cohen Over the years, I've met many photographers who have shared their regrets about the direction their career path took. However, the revenue stream was substantial, and it was too risky to consider a change. Yet, they still have a passion for another specialty and a chance to be more creative. Senior photography is one of those areas that people have found it was hard to break into. So, they gave up chasing the idea. My point isn't so much about what a great direction it can be for a career, but if you're going to take that path, then do it right! If you're interested in the senior market, the first thing you need to ensure is that you've the right skill set, not just with your camera. You need excellent communication skills and the ability to establish a strong relationship with your subject. For many seniors, this may be their first time working with a professional photographer. They're as nervous about getting a portrait done as they are in dealing with some of their own self-esteem issues. That means your listening and conversational skills must be as good as your understanding of exposure, composition, and lighting! But here's the real point of today's post - you don't have to develop the senior market alone. Check out Marathon's "Power of 3" Senior Marketing program. It's direct mail at its best, with the expertise of the Marathon staff to watch your back and help you develop an effective program. For example, check out the strategy and timing below of their 3-point program, as well as the optional fourth "last chance" piece.
At the very least, finding out more about the program should be a no-brainer. It costs nothing for you to get more information. There's an unlimited combination of design components for you to choose from, but everything starts with your interest in expanding your expertise into the community. Even better, to help you build your brand as a senior photographer, the available design for each 3-part mailing is limited to only one studio per marketing area. It only takes a phone call to find out what's being done in your area. You can't create images that tug at people's heartstring if your own heart isn't in it! Skip Cohen If the senior market is something you've considered, then pick up the phone and give the Marathon team a call! Click below to find out how to get your Senior Power of 3 sample pack or call (800) 228.0629 to speak to an Account Representative.
At the end it’s not about what you have or even what you’ve accomplished. It’s about who you’ve lifted up, who you’ve made better. It’s about what you’ve given back. Denzel Washington by Skip Cohen In any business today, you need to stay focused on everything you can do to break through the noise and chaos in everyone's lives. One of the best ways to stay on your target audience's radar is to be involved in your community. Jay Conrad Levinson, better known as the father of Guerrilla Marketing, in a presentation I attended many years ago, listed "being involved in your community" as one of the top 100 things guerrilla marketers needed to do, and for a good reason. Simply put, people like to do business with companies they perceive as giving back. If you want your community to be good to you, you have to be good to your community. Spring seasonality is coming to a close next month, but that doesn't mean there aren't plenty of business opportunities all summer and right into year-end. But you need to keep being noticed as more than just a talented artist. You want to be perceived as somebody who gives back to the community. From local events to national nonprofits, every community has an organization that needs help! The best thing about help is that it can be defined in so many different ways—from financial support to your skills to just jumping in as a "worker-bee."
None of what I'm sharing today is a new topic to share on the SCU blog. No act of support is too small—the key is being involved. I'm not sure there's anything more rewarding or powerful in building your brand. You want to be recognized in your community as a person/company who believes in giving back and can walk the talk! by Skip Cohen It's been a crazy week regarding special projects, eating up the clock, and finding time to post. It was so busy that I even missed my favorite day of the week...Throwback Thursday. I'm writing today as a reminder that we're down to the wire, and if you missed doing anything for the first "race in the trifecta," Mother's Day in the US this weekend, you've still got graduation and Father's Day over the next five weeks! Too many of you still consider active marketing something you only need to do when business is slow. You procrastinate and wait for your ship to come in, but when it does, you find yourself at the airport! I'm here to remind you that it's time to wake up and aggressively go after Spring Seasonality! I use a lot of Adobe Stock photography, especially when trying to illustrate a point. So, I went to my download library and pulled four favorites from the archives. Each image makes a point.
If you missed promoting your services and products for Mother's Day, crank up the volume and aggressively target family/graduate portraiture and Dad's for Father's Day. Based on the clock ticking down, I'd go after Father's Day, which is five weeks away. Think about it—most dads are missing an updated family portrait. Even more apparent is the target buyer—it's MOM! Women make 98% of the purchase decisions to hire a professional photographer in the portrait/social category. Plus, for most families with young children, Mom makes the choice regarding "What should we get Dad for Father's Day?"
Here's the bottom line today - This year has enormous potential, even in these bizarre times, and you're in a service minimally impacted by tariffs and politics. Don't miss the opportunity to finish the year feeling like the two kids below! “Give them quality. That’s the best kind of advertising” Milton Hershey by Skip Cohen Ever think about the impression you make when a potential client walks through the door...of your website? A future client wandering through cyberspace is like shopping for your mother's birthday present. You know you need to get her something, but you don't know what. The solution is to wander through the stores in the mall looking for ideas. So many of you don't realize your website is one of those stores. In the United States, an estimated 273 million people, or about 80.4% of the population, shop online.This number is projected to increase to almost 289.91 million by 2027. (Google A.I.) When people come to your site, are they walking through Nordstroms, where everything is easy to find and nicely displayed, or is your site the equivalent of Macy's the day after Christmas? Your website needs to be an experience and have a look and feel that connects with the shopper. Fine-Tuning Your Website |
Our Partners"Why?"Check out "Why?" one of the most popular features on the SCU Blog. It's a very simple concept - one image, one artist and one short sound bite. Each artist shares what makes the image one of their most favorite. We're over 130 artists featured since the project started. Click on the link above and you can scroll through all of the episodes to date.
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