How Customer Service and Referrals are Related


Today’s feature is from El Hogan.

El says:

“This is a family session I shot in January with a lovely family in Currumbin Valley. The mum spent a lot of time thinking about exactly what she wanted and why, and it really suited my work.

I loved that her style and vision really complimented my own. Its great to collaborate with a client who gives over her full trust to you.”

El’s Photography Tip:

We shot this day late in the afternoon, in a spot we had both picked especially. I love that golden time of the afternoon. My go-to lens is my 35mm, and I shoot mainly with it wide open so I can take advantage of and manipulate that delicious light.

I only ever shoot manual, as it gives me total control over the light. I shoot many water and ocean sessions, and I have an SPL warehousing for my camera.

I spent a lot of time before the session day talking to the client about exactly what she wanted, from her vision, to location, to what she wanted to do with the final images.

I communicate like this with every client so I can gauge exactly what they want, before the session, so I turn up prepared.

For example: if I know that she has a big wall at home that she wants to fill with a huge family portrait, or a gallery wall with many images telling a story, I keep that in mind while I’m shooting.

This client had voiced to me the kinds of images she wanted (knowing they suit my style of work), as well as the details of her children she loved and wanted to remember.

From the first point of contact (whether by email or phone) right up until the handover of images and products, education and communication is vital to giving your client a wonderful experience throughout the whole process – not just during the actual shoot.

Referrals are by far the most important and valuable source for continued work, so I try hard to give clients a wonderful experience throughout.


El used a Nikon D4 with a Nikon 35mm lens (affiliate link) and a Nikon 50mm lens (affiliate link) to capture these images.

El Hogan is a Gold Coast Hinterland, SE QLD, Northern NSW, and Sydney, Australia Family Portrait photographer.

Click here to see more tips on Customer Service.

El is right – referrals are one of the best forms of marketing you can get.

Learn how to create a solid referral program for your photography business here (affiliate link).




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