Mistakes are inevitable. It doesn’t matter how long you’ve been in business or how meticulous you think you are, even the best of us are bound to say the wrong thing or order the wrong print or completely forget part of an order. And that’s okay. Because it’s how we deal with those mistakes that can transform them from our biggest regret into our greatest marketing tool.
In this episode we share some of the most memorable mistakes we’ve made at ATJ Photography, and what we’ve learned about using our mistakes to build trust in the brand and retain clients. It’s not about assigning fault, it’s about accepting responsibility and ensuring solutions. It’s about providing the kind of service they can’t find anywhere else. It’s about having the courage to allow our mistakes to become our strongest form of marketing.
[00:59] An introduction to today’s topic.
[02:10] How you should be thinking about your mistakes.
[03:20] Examples of the “end of the world” and “no big deal” strategies, and how clients will respond to each.
[05:52] Jessica shares a mistake that she made, and how she responded when the clients pointed it out.
[07:57] Major issues that we had with a generational shoot, and how we kept our clients happy.
[11:10] Our approach to resolving the issue of the bubbly canvases.
[14:57] How we helped a client get a family photo back on the wall after it was taken down through no fault of our own.
[18:12] The importance of making sure you can deliver on something before you promise it to a client.
[19:12] Benefits of using mistakes as marketing.
[20:41] Why you will not be able to use mistakes as marketing if you are not priced appropriately.
[22:13] An experience that Jessica had which epitomizes how not to deal with clients.
[24:36] Always take responsibility, even if it’s not your fault.
Links and Resources:
Do The ReWork
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Allison Tyler Jones
Website | Instagram | LinkedIn