Podcast Summary: "This Can't Be That Hard"
Episode 312 - Build a Business Clients Rave About with Natasha Sewell
Release Date: April 15, 2025
Host: Annemie Tonken
Guest: Natasha Sewell, Owner of NPS Photography
Introduction
In Episode 312 of This Can't Be That Hard, host Annemie Tonken sits down with Natasha Sewell, a seasoned photographer from D.C., to delve into the pivotal role of client experience in building a referral-driven photography business. The conversation emphasizes transforming standard client interactions into memorable experiences that encourage clients to rave about your services, thereby organically growing your business.
Understanding the Power of Client Experience
Annemie opens the discussion by highlighting the ideal scenario where word-of-mouth serves as the primary marketing strategy. She underscores the challenge of cultivating a robust referral network without relying on incentives like gift cards, emphasizing that genuine client satisfaction naturally fosters referrals.
Notable Quote:
Annemie Tonken (00:00): “If you give someone an Amazon or a Visa gift card every time that they refer a new client to you, chances are good that you don't have all that many takers.”
Natasha agrees, pointing out that while delivering great photos is essential, the overall client experience is what truly drives repeat business and referrals. She shares her journey of recognizing gaps in her client interactions and the steps she took to enhance them.
Identifying and Enhancing Touchpoints
Natasha discusses the initial stage of her realization when her expanding business began presenting challenges such as clients showing up underprepared or arriving at incorrect locations. To address these issues, she meticulously mapped out her client process, identifying every touchpoint and consistently addressing recurring client questions.
Notable Quote:
Natasha Sewell (07:09): “I slowly started to tweak things in my client experience. This was before I had a CRM.”
This led her to transition from text-heavy PDF guides to more interactive and easily updatable website resources. She emphasizes the importance of diversifying how information is delivered to clients to ensure engagement and comprehension.
Notable Quote:
Natasha Sewell (11:01): “I have since transitioned that probably four or five years ago to my website, which makes a big difference because there are a lot of ways you can make it a little more interactive and vary things a little more.”
Leveraging Technology for Better Client Interactions
Annemie and Natasha explore the benefits of utilizing video content to enhance client communication. Natasha shares her use of low-production videos to guide clients through product selections and session preparations, making the information more accessible and personable.
Notable Quote:
Natasha Sewell (13:18): “I have videos of me walking them through things. My product video is a little janky, I won't lie. It is me holding up products and talking about them. But my clients love that because I'm actually off the cuff and I'm just like...”
Annemie concurs, noting that such videos can be more effective than written content as they provide a personal touch without requiring clients to allocate additional time or effort.
Notable Quote:
Annemie Tonken (13:52): “It actually feels real and personal and all that sort of thing. And I would argue that it's actually better in many ways because you're not forcing them to stick to a time...”
Pre-Session Engagement: Preparing Clients for Success
A significant portion of the discussion revolves around preparing clients before the actual photography session. Natasha emphasizes the importance of clear and repeated communication to ensure clients are well-prepared and aligned with session expectations.
Notable Quote:
Natasha Sewell (25:11): “Communication is the biggest thing. Just make sure you're communicating in various ways.”
She highlights practical steps such as sending reminder emails that outline session specifics, encouraging both spouses to review preparation materials, and adding personal touches like customized Spotify playlists based on clients' favorite songs.
Notable Quote:
Natasha Sewell (26:11): “I always send an email about four days before the session. Just highlighting...”
Annemie adds that these personal touches can be seamlessly integrated into workflows without overwhelming the photographer, ensuring that the client feels special without compromising business sustainability.
Post-Session Nurturing: Building Long-Term Relationships
Beyond the session, Natasha discusses the importance of maintaining relationships with clients to encourage repeat business and ongoing referrals. This includes scheduling follow-up interactions, sharing relevant content, and keeping clients informed about personal life updates that foster a sense of community and connection.
Notable Quote:
Natasha Sewell (32:00): “You need to nurture that relationship more. You need to have them on your newsletter list, and you need to share things with them...”
Annemie echoes this sentiment, drawing parallels to therapy relationships where trust and ongoing connection lead to stronger bonds, enhancing client loyalty and satisfaction.
Implementing Sustainable Client Experience Strategies
Both Annemie and Natasha agree that while personal touches enrich client experience, they must be sustainable within the business model. Natasha shares cost-effective strategies such as using Polaroid cameras to leave personalized shots with clients, which serve as memorable keepsakes without significant financial investments.
Notable Quote:
Natasha Sewell (30:07): “But it's a really good resource and it's entertaining. It's just me talking to them well.”
Annemie adds that such strategies create a unique and lasting impression, distinguishing a photography business from competitors.
Resources and Further Learning
Towards the end of the episode, Natasha shares her platforms where listeners can access additional resources to enhance their client experience strategies:
- Instagram: @NPSPhotography
- Website: NPSPhotography.com
- Freebie: Guides on elevating client experience available on her education page.
- Course: Client Experience Blueprint aimed at helping photographers build exceptional client interactions.
Annemie reinforces the availability of these resources in the show notes, encouraging listeners to explore and implement the discussed strategies.
Conclusion
Episode 312 of This Can't Be That Hard offers invaluable insights into the nuances of client experience in the photography business. Through Natasha Sewell’s experiences and practical advice, photographers are equipped with actionable strategies to transform their client interactions, leading to increased referrals and a thriving, sustainable business. The episode serves as a comprehensive guide for both emerging and established photographers seeking to elevate their client relationships and, ultimately, their business success.
Find Natasha Sewell Online:
- Instagram: @NPSPhotography
- Website: NPSPhotography.com
- Freebie & Course: Available on her Education Page
Explore More Episodes and Resources: Visit ThisCantBeThatHard.com for additional tools and information to help you build a profitable photography business you love.