There’s a story told in business school classes about a man with a green tail that has no idea it exists. He goes about his days and has no idea there’s a green tail behind him, knocking into people and causing a ruckus. Until one day someone tells him that he has a green tail. He’s shocked and can’t believe no one has ever mentioned this to him. Now, instead of unknowingly bumbling through the world, he’s able to maneuver himself carefully and grows into a successful person. But he never could have done that if he hadn’t been told he had a green tail. In the case of wedding photographers, that green tail is your wedding photography client feedback.
If you’ve never asked for feedback, you’re missing out on opportunities to learn and grow. It’s rare that your clients would give you that kind of feedback without being asked. But we’re here to help you get started with the 13 questions you should ask, what you’ll learn from the responses, and how you should be prepared to handle the answers.
1. How did you hear about us?
These answers could be anything from wedding blogs, social media, or word of mouth. They might not remember exactly where they saw you first, but this will give you a good idea of how to spend your marketing budget in the future.
2. Why did you choose to book with us?
Again, this will help you figure out how people are choosing to book you and where to allocate your resources. If they liked your social media presence, be sure that you prioritize your Instagram workflow in the future. If they mention loving the galleries on your website, take note and be sure to update your galleries regularly with your most recent work.
3. Did I do anything that was helpful, confusing, or concerning before your session?
Are you sending helpful information to your couples before their shoot? Great! Some clients might like that and others won’t—that’s okay. Set expectations in your first client meeting about how they’d prefer to hear from you and how often. Keep in mind that wedding planning is stressful and if you’re bombarding clients with information or questions you’ll be adding to that anxiety.
4. What feelings did you have while I was shooting your images?
This is where you’ll get plenty of review quotes to use on your website and social media. Expect clients to say things like totally reassured, hyped, and even that they barely knew you were there! On the other hand, if you see negative comments here, that’s a good indication that you need to work on some couple posing prompts and bedside manner with your clients.
5. What could have made your experience better?
Asking couples this question might seem scary but, like the man with the green tail, you should approach this as a learning opportunity. How can you make their experience better if you don’t ask? You can’t. Most couples will probably give you fluffy answers and tell you that they wouldn’t change a thing. But if just one client gives you actionable feedback it’s worth asking.
6. What did you enjoy most about working with us?
Although this seems like an easy question to skip over, it’s another opportunity for you to get quotes for your marketing efforts. Don’t skip it.
7. What’s one thing you wish we could have done differently?
Maybe they wished that there was a chance to do sunrise portraits with you before their wedding day madness began. Maybe they wanted more candid shots and less posed images of the wedding party. Whatever the case, this feedback will help you figure out how you want to work with other couples in the future. Or, you can always offer to work with them again to capture those kinds of images—this creates opportunities for repeat customers.
8. Were you happy with the quality of shots you received?
In some instances, you won’t be able to do anything to change the shots they received. But in other instances, there are quick fixes to ensure they’re happy. For example, if they mention the images are very dark you can lighten them up using presets or on your own in Lightroom.
9. How was the image delivery process?
Most clients won’t have strong opinions on this. But if multiple clients mention that downloading and accessing their images was difficult it might be time to look at a different image transfer software.
10. How was communication with us?
Were you emailing clients that preferred email? Did you make dreaded phone calls to Millennial clients that spooked them? It’s worth repeating—again—that communication expectations should be set in your first client meeting.
Asking this question will be sure that you stayed true to your clients’ preferred methods of communication. This will also confirm if they felt reassured by your responses or stressed by delays.
11. How was the payment process?
Similar to the image delivery process, this is your opportunity to make sure that the softwares and systems you use for payments are working for your clients.
12. Would you recommend us to friends or family?
Keep an eye out for this question. If your client wouldn’t recommend you but didn’t answer any of your other questions negatively you should reach out to them to find out what you could have done differently to earn their recommendations.
13. Anything else you want us to know?
This question is designed to be as open-ended as possible. The photography client feedback questions cover almost everything but there’s a chance that something has been left unsaid. This question is where they’ll have the chance to say anything—and we mean anything. Be prepared for all sorts of responses to this question.
Bonus: Would it be okay if we contact you if we have questions about your feedback?
You won’t always have questions about someone’s feedback. But if you need more information to resolve an issue you’ll need to contact them about their feedback. Or if you want to use their reviews on your website, you should contact them and ask their permission first. This question sets the expectation that either of those things might happen.
More Thoughts About Photography Client Feedback Questions
Remember, just because there were pain points for your client doesn’t mean you’re necessarily doing anything wrong. Review the feedback you receive and consider if anything needs to be changed. To learn more about what to do with negative feedback and bad reviews, check out our tips and tricks to handle them like the pro you are.