business practices

Can’t get no satisfaction

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The most popular web site in the world is, of course, Facebook. The site with the lowest customer satisfaction rating is …. Facebook.

The American Customer Satisfaction Index just released its 2011 survey results for customer satisfaction of social media web sites. For the second year, Facebook is in last place. Since Facebook has almost no competition (yet), it has no incentive to be good.

But considering Facebook’s low user satisfaction, its current size dominance cannot be taken for granted in the future. For companies that provide low levels of customer satisfaction, repeat business is always a challenge unless customers lack adequate choices, as in the case of near monopolies. It is possible that Facebook’s gigantic user base in and of itself might provide a certain monopoly protection.

Since a photographer doesn’t usually have a monopoly on photography services in their area, the photographer has no choice but to provide good customer service. This is more important than producing super artistic photography. (Yes, the quality of photography must be consistently at least equal to professional standards.)

Customer service isn’t just about promptly returning phone calls and delivering the pictures on time.

Good customer service includes such things as: understanding the customer’s photography needs, foreseeing and then addressing any potential problems before they become problems, making sure the delivered photographs meet the proper specifications for the required use, suggesting alternative ideas for the photography, and knowing how to properly use all your tools (camera, computer, software).

If customers are not satisfied then the photographer hasn’t done their job. Delivering just pictures isn’t enough.

 

Model Behaviour

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A Toronto model agency includes these terms for booking any of its talent:

• Models don’t work for free.

• Minimum one hour booking and the time is rounded up to the next full hour. Model gets paid for the full time booked and not necessarily the actual time for the shoot.

• Model gets paid for travel time and preparation time.

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Better than nothing?

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Earlier this week, British journal Occupational Environmental Medicine published an  article with the catchy title: “The psychosocial quality of work determines whether employment has benefits for mental health: results from a longitudinal national household panel survey”.

This Australian study looked at the relationship between the mental health of 7,155 people and the quality of their employment. The study suggests that a bad job may be worse than no job at all:

Overall, unemployed respondents had poorer mental health than those who were employed. However the mental health of those who were unemployed was comparable or superior to those in jobs of the poorest psychosocial quality.

The study concluded:

Work of poor psychosocial quality does not bestow the same mental health benefits as employment in jobs with high psychosocial quality.

Of course, most photographers already knew this.

This is why professional photographers don’t accept bad contracts or ridiculously low-paying jobs. It’s never wrong to turn down a bad deal. Bad deal => bitter photographer => stress and poor mental health.

Photographers, who love what they do, must respect their profession by charging proper fees. Doing anything less harms the photographer both financially and mentally.

 

Turn Down The Volume

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A well-known saying from an unknown source:

“We lose money on every sale but we make up for it with volume!”

There are several web sites which sell discount vouchers to groups of online shoppers. A business will publish a discount offer on such a site and as long as a certain minimum number of folks buy it, the discount vouchers are e-mailed to the buyers. If there aren’t enough buyers, the discount is cancelled and no one’s credit card is charged.

This volume discount voucher system can work well for a company that sells “widgets”, meaning anything where the marginal cost is very low. It can also be good for a business such as a sports, theatrical or other event that needs to unload unsold tickets. Unloading leftover or end-or-line product at a discount can help reduce a loss.

But…
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From photojournalism to corporate photographer

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“We don’t hire you because of your beautiful, wonderful, terrific photographs,” says corporate communications director Greg Thompson. He goes on to explain that a company hires a corporate photographer to be the “solution to their business problem.”

In a video interview (and shown below) by journalist Stanley Leary, Thompson offers some advice for photographers who are trying to transition from photojournalism to corporate photography.

“It’s about how you do the job, not the job you do.”

 

Dumb or dumber

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There are two ways to sell your products or services:

Option A: Make your customers smarter. Let them know how and why you do what you do. Educate them on what to look for and what to avoid. Help them know what’s possible, what questions to ask and what to expect. Smart customers are informed customers who, in turn, are good customers.

Option B: Make your customers dumber. Don’t let them know about your products or services. Don’t tell them about variables, options or warranties. Don’t give them choices. Dumb customers are helpless customers who, in turn, are good customers because they will always run to you for help.

Option B is the easiest and that’s why many businesses do it. You could choose this option and be successful, but only until a competitor decides to go with Option A. When this happens, Option B is no longer an option.

Loud and clear

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sports photographer toronto

Basketball coaches seem to yell a lot. They yell to get the attention of their players, they yell when arguing with the referees and sometimes they yell for no apparent reason.

Basketball arenas are very noisy with non-stop loud music, shouting arena announcers and screaming fans. It would seem that the only way to be heard above the ambient noise is to yell.
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