Clients

Q:

If you had to name one of the most thoughtless or foolish ways to offend a client, what would it be? 

A:

One of the surefire ways to turn off a client is to misspell their name or call them the wrong name. How many seconds would it take to check their name before clicking “send?”

Negotiation points to use when clients ask specifically for a reduction in Creative Fees:

1. Scaling down any area of their usage terms.
2. Trimming the number of images, variation, and angles on the shot list. 
3. Reducing the number of final images included in usage terms.
4. Limiting shoot days hours maximum.
5. Time-saving production tasks they take over, like prop shopping, producing, retouching, casting, scouting, etc. 
6. Predetermined creative concepts/shot list they supply before the shoot day begins.
7. Guaranteed faster final payment and/or larger advance payment before the shoot begins.
8. Bulk discounted rate based on future projects. 

A client call needs you. You are on the call as if it were just the two of you. Engage, interact, and jump in during a quick lull or when you can join in on what’s being said. It’s like a normal conversation, and you are not the audience. Be the active, attentive listener in tune with the convo when you are there to “sell” your ideas.

When bidding on a job, clients may ask us to dive deeper into the basis of the costs. Put your business mind to work by understanding what the client needs to hear from you. 

Our estimates cover us for unexpected real-life additions like grip truck availability, insurance changes, overtime, etc. 

Our bids are not as black and white as a client would assume, so get ready to explain the gray areas in ways that speak their language.

Q:

What steps should you take if you failed to fully deliver on a client project, and how do you bounce back?

A:

 I assume an issue arose, and communication had not relayed the proper message. What caused this? How could you have handled this differently? The real fix to this situation is understanding and learning from the experience. React to this client in the manner you wish you had done initially, address this with expertise and professional know-how. Any time we mess up, it can work in your favor by shedding light on an area of our business that needs our attention.

Q:

What is the importance of a “one-sheet” attachment promo in an email sent to a potential client? How many images? And should this promo include any descriptive text about the images, background/bio, pitch, etc., or should all of the text be in the body of the email?

A:

When saying hello in an email, it can be good to have a fast visual sampling that looks like it belongs in that email. The key to a one-sheet promo is that it’s a quick, relatable read of a small number of images only, and does not need that extra step of being clicked to open. 

Q:

Do you always expect clients to negotiate? Or do they just walk away sometimes if the price is automatically too high?

A:

 Unfortunately, clients walk away for so many reasons beyond our control. I like to feel out the situation to hear the temperature of their response before fully committing to a price. Odds are more in our favor if we can create a human connection off the bat, helping us open the doors of communication. The conversation can include the openness to flexibility by discussing a price range before we officially submit an estimate. If clients know we are willing to budge, they may be more apt to negotiate. 

TOP 10 SECRETS

TO SUCCESS WITH @ASKSTERNREP

1. Create a cohesive body of work with a consistent style
2. Know your niche and know your market. Who are your clients?
3. Market yourself. Consistently and tenaciously, and in a way that is aligned with your brand and goals. 
4. Know what you’re good at and delegate what you’d rather not do.
5. Ask for help. There’s no shame in needing help or asking for it. 
6. Be a good business person. Manage your time with discipline based on your priorities. 
7. TEST outside your box. Be hungry. Hustle. Stay fresh with the times. Your portfolio should not just be the jobs you have shot, it should be the jobs you want to shoot. 
8. Social Media. In these times, as a pro image creator, being on IG is a must, as your 2nd portfolio has its type of library. 
9. Money. Know how to negotiate or have a rep help you.
10. Enjoy it!

Q:

I wanted to know how I can get good feedback from a company that didn’t hire me. I just lost a bid, and that’s fine, but I’d love to know if it was more than not being the lowest cost.

A:

In our freelance business, we should learn how our bidding affects us. Take on the challenge to kindly ask the right questions to the right client after a job is awarded or lost. I’ve gathered the best info from clients by pinpointing specific closed-ended questions, hoping for a quick and easy answer. Example: Did I lose this because I was too high, or was this a creative decision, or both? 

Q:

How do I leverage this abundance of accolades and high-end client work to get more exposure? My past mailers and hand-curated marketing promos have yielded a 3% response rate, and I must say I’m a bit frustrated. 

A:

Emails in general seem to be a dying breed, pushing us to figure out new ways to be in touch. They are no longer the one dependable marketing tool as they now serve one piece of the promotion pie. 

You know I’m all about Instagram, so that is my first suggestion, but of course, we still need to push those promos out. 

Email promo material should go out in two separate ways, which will, in turn, support each other:

1. Mass email lists will have a lower response rate because they are a larger list of unknown clients, but provide us with solid marketing open/click data. 

2. Smaller fine-tuned lists built around those we know, and those who open/click the larger mass emails will get better traction.