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Client Instructions

  • 8 October 2020
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As we near busy mini session season, I find myself having to do a lot of troubleshooting with clients. Has anyone posted a blog with client instructions? If not, what do you send in your email as far as instructions go? I asked shootproof help but they do not have a client tutorial. I think this would be super helpful. TIA!

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Best answer by Megan 17 November 2020, 19:15

 @AmyJ  Carrie has been working hard, and it doesn’t seem like she got your notification! I’ll do my best to answer

  1. Gallery-wise, the instructions stay the same for accessing. The big difference is Mobile Apps, and you can check out the instructions (video and written) we have here.
  2. @Carrie Swails sends so many emails. I’ll have to have her answer that one 😂- I use a solid end date for mine as well, and they have a week to download (I usually see them download within 24 hours).
  3.  I haven’t had this issue, but email can be like a mystic art sometimes. I request permission to text my clients, so I send them a text when I send an important email (like gallery access or contract to sign) to make sure they see it. If they’ve declined texting, I make sure I’ve communicated the expectation of when I’ll send that email and that it’s a good time for them to act on it, so that I can be available to assist. That might not be feasible to everyone (especially volume photogs), but it works for me!

 

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Hey @AmyJ! I do a lot of different layers to when it comes to instructions in a gallery for clients. I have not done a blog with client instructions since it’s almost easier for them to access right inside your gallery delivery email. I have a whole series of gallery delivery emails that go out based on the date of the session in the gallery. They explain downloading, ordering prints, and a whole host of other things. I implemented it several years ago and I almost never have troubleshooting to do. You can do this in your gallery delivery email or you can even make a video and use it as your gallery introduction to share about using the gallery itself. 

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Hi @Carrie Swails! Thank you for your reply. I have a few questions if you don’t mind…

  1. How do you handle mac vs PC instructions?
  2. About how many emails do you send and how long do you allow clients to order or download? Currently, I allow downloads and orders for 30 days only before their gallery expires because I found without a solid end date clients don’t move.
  3. Do you ever have issues with emails going into their junk folder because your email contains an outside link?
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Any update on a concise document with client instructions? No matter how I try to explain it, they almost never can seamlessly download their images when there’s a set limit. 

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@GenetraWhite I’m not aware of that being in our plans. Every photographer has their account access set up differently, so one overall document would be challenging. However,  a couple of months ago I created a blog prompt that encouraged photographers to go through their customer flow and either take screen shots or a video of it to create a blog post for your clients. @Jill Nissen  shared a gallery where she did a video like that using Loom and posts it as the welcome message in each gallery to help guide clients! Perhaps something like that would work for you?  Here’s the link to the blog prompt:

 

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 @AmyJ  Carrie has been working hard, and it doesn’t seem like she got your notification! I’ll do my best to answer

  1. Gallery-wise, the instructions stay the same for accessing. The big difference is Mobile Apps, and you can check out the instructions (video and written) we have here.
  2. @Carrie Swails sends so many emails. I’ll have to have her answer that one 😂- I use a solid end date for mine as well, and they have a week to download (I usually see them download within 24 hours).
  3.  I haven’t had this issue, but email can be like a mystic art sometimes. I request permission to text my clients, so I send them a text when I send an important email (like gallery access or contract to sign) to make sure they see it. If they’ve declined texting, I make sure I’ve communicated the expectation of when I’ll send that email and that it’s a good time for them to act on it, so that I can be available to assist. That might not be feasible to everyone (especially volume photogs), but it works for me!

 

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Thank you Megan. The link above to the blog prompt page is very helpful.

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