As photographers, it can be a struggle to get clients, particularly when you're just starting out.
Many of us are constantly looking for a silver bullet to help bring paying customers through the doors.
It's one thing to peddle advice on how to get more customers; it's another thing to examine best practices that are being put into action right now, today, by a photography-related business.
It's the latter that I want to look at in this article.
For some background, several months ago I undertook a $100 secret shopper canvas print shootout to see who makes the best canvas prints on the market today.
If you read that article, you'll find that CanvasHQ was the clear winner.
In that article, I talk about how I have explored many different canvas printing options over the years - many of which were so-so, some that were truly terrible, and a select few that were great.
CanvasHQ is certainly among those great canvas printing companies.
As I developed the idea for this article in my head, I thought that CanvasHQ would be the ideal case study for how to get more customers.
After all, they have the quality products to please customers, and as I've found, they also have the customer service, great prices, and fast turnaround time to keep me (and a whole lot of other folks) coming back again and again.
So, what I did was contact CanvasHQ and asked for permission to get in touch with a handful of their customers.
My purpose in doing so was to examine the mechanics behind why other people chose to do business with CanvasHQ. After all, not everyone has the means to do a $100 secret shopper shootout, so I thought that input from other CanvasHQ customers would help me figure out why some companies are able to get (and retain) so many clients.
Below, I've outlined my Q&A sessions with CanvasHQ customers.
Derek Macara - Trust is Important to Attract More Customers
How long have you been using CanvasHQ?
I've been using CanvasHQ for three years.
What were your first impressions of this company? Did you know it was a small, family-run business?
My first impression was that it was great quality and a surprisingly accurate representation. I did not know it was a family business!
Have you had any issues regarding the prints or customer service?
I literally have not had one issue. I am amazed how perfect everything is, and I’ve tried many different companies.
What made you decide to try this company?
I am an artist and I needed high-quality prints for my work. After I tried many different companies that I found on the internet, these were by far the best all-around.
If you needed to blind ship a canvas to a client, friend, or family member, would you trust CanvasHQ?
Absolutely! I already blind ship with them.
As you can see with Derek's answers, trust is immensely important since he blind ships (the prints go directly to clients) with CanvasHQ.
Building that trust is obviously something that takes time, but since he's had no issues with his prints and was impressed by the sheer quality of the prints from the get-go (look at how accurate the canvas is in the above shot at the actual location!), CanvasHQ was able to build that trust from moment one.
If you want more customers, do everything you can to demonstrate your commitment to providing them with the best quality services possible.
Learn More:
Paula Goff - Getting More Customers Isn't Just About Great Products
How long have you been using CanvasHQ?
About four years. I was searching for a canvas lab to use when I opened my Etsy shop.
What were your first impressions of this company? Did you know it was a small, family-run business?
As soon as I met and spoke with Kristy from CanvasHQ, my search was complete! Kristy won me over with her enthusiasm about their canvas products as well as her encouragement to me as an artist. I absolutely love that I can support a small family-run business like CanvasHQ.
Have you had any issues regarding the prints or customer service?
No! Their products and customer service are second-to-none.
What made you decide to try this company?
As I said earlier, Kristy won me over with her enthusiasm for their products!
If you needed to blind ship a canvas to a client, friend, or family member, would you trust CanvasHQ?
I blind ship fine art and portrait canvas orders to customers on a regular basis and am always confident that they will receive a beautiful, well-made canvas print from CanvasHQ.
Obviously, you need to create beautiful photos for your clients if you want to keep them coming back for more.
But as Paula explains, it's not just the products that she's interested in - it's the customer service as well.
CanvasHQ is a good subject for this type of case study because their customers attest to their superb customer service - I can attest to it as well.
Getting good service before, during and after the sale is worth its weight in gold, and is an ideal way for you to get more customers!
Learn More:
Doug Gainer - Get Customers Fast By Communicating Your Commitment to Quality
How long have you been using CanvasHQ?
For several years.
What were your first impressions of this company? Did you know it was a small, family-run business?
The information on their website was very professional and made a point of stating that they wanted each customer to be completely satisfied with their results - that it would virtually assure the customer that they would receive the work undamaged or get their money back. That is very unusual in the culture we live in! I was also impressed they would ship the work very carefully to protect it and if it were damaged they would replace it at their expense.
I suspected they were a family-run business, as it seemed they were very committed to pleasing the customer and confident they could control all aspects of not only their reproduction of their customers' image but their commitment to shipping it to the customer undamaged. They were confident of their extreme packing of the work to assure arrival in perfect condition. Now that's commitment!
Have you had any issues regarding the prints or customer service?
NEVER!!!!!!!!!!!!!
What made you decide to try this company?
As I mentioned earlier, the information on their website was very professional and made a point of stating that they wanted each customer to be completely satisfied with their results.
If you needed to blind ship a canvas to a client, friend, or family member, would you trust CanvasHQ?
I have already done this - I sent a work to my brother in Florida - and he was thrilled with the work and it was received undamaged.
I also want to mention that for over 50 years, I have been a graphic designer, former art director, artist, and photographer, and have managed exhibit displays all over the world. Obtaining professionally-reproduced images is a very demanding task. Whether it has been for the company I work for or my own personal work, whether artwork or images of my family or places we have visited, being able to have works that represent my work is a matter of personal pride - a bad reproduction would not represent the work and time and my commitment to detail. I would unhesitatingly recommend CanvasHQ!!! Within the last several years, I have ordered at least 15 framed works from them and have never been disappointed, and all were received undamaged and ready to display immediately.
If you want to get customers fast, follow the CanvasHQ playbook and explain in no uncertain detail how you're committed to providing your clients with the best possible product.
Doug came on board as a CanvasHQ customer by simply reading what CanvasHQ had to say on their website. Talk about getting customers fast!
When developing your website, your photography needs to be front and center, but don't forget to explain to potential customers what sets you apart, how you approach creating quality photographs, and what you do to stand behind your work.
Erin T. Young - If you Want More Clients, Take the Time to Address Their Concerns
How long have you been using CanvasHQ?
I've been using CanvasHQ since December 2018.
What were your first impressions of this company? Did you know it was a small, family-run business?
My first impression of CanvasHQ was that they had amazing customer service. I had an issue with two prints from a different company that turned out blurry and poorly completed. The two pictures in question were important pictures to us to have done right because they're the only souvenirs we have from our travels. The customer service rep must have patiently read my very lengthy set of comments and provided good feedback and reassurance about their process and the quality. I gave them liberty to change anything that they felt would make the picture better (such as matte vs. glossy finish), so long as the image wasn't distorted. After the back and forth, I was confident that they'd do a great job. I had no idea they were a small family business, but that makes me excited to continue using them!
Have you had any issues regarding the prints or customer service?
Absolutely none - the best prints that we've had made.
What made you decide to try this company?
As a result of a poor experience elsewhere, I did some research into other companies and found CanvasHQ.
If you needed to blind ship a canvas to a client, friend, or family member, would you trust CanvasHQ?
Absolutely, 100%.
Being a photographer is as much being a customer service representative as it is being behind the lens.
Not everything will go as planned each and every time, and when something goes awry or when a customer wants to make changes, all you need to do is listen!
Everyone wants to be heard and made to feel valuable. Again, if you want to get more clients and keep them coming back for more, do everything you can to make them feel valued and special.
Learn More:
- Ways to Make Money as a Photographer Without Taking More Photos
- Unique Photography Products That Will Help You Grow Your Business
Joelle Gilbert - Get More Customers By Going the Extra Mile
How long have you been using CanvasHQ?
My first order was August of 2015. I only use CanvasHQ today, and am a regular client and order monthly.
What were your first impressions with this company? Did you know it was a small, family-run business?
The first thing I noticed was that their website was very easy to navigate through and it was beautifully designed. I also appreciated that after uploading a photo I wanted to use, I was made instantly aware of the max printing size based on the resolution. I had no idea it was a family-run business and never would've guessed it was such until I got to know Kristy.
Have you had any issues regarding prints or customer service?
For my very first order, I received a canvas print of one of my original acrylic paintings that honestly blew me away in printing detail and canvas quality. (I've had my fair share of bad canvas work from competitors, whether it was poorly stretched, misaligned, or poor print quality.) Canvas HQ's canvas was exceptional, so let me state that on its own. However, I was disappointed to see the colors didn't quite match what I had expected based on what I uploaded from my Photoshop file. So I reached out via their chat service to inquire about a return as I just presumed the problem was them, not me. I chatted with Kristy who was very friendly and instantly walked me through the easy return process and kindly offered me a reprint once we figured out why the colors on canvas didn't match what I saw on my screen. She actually cared that I wasn't a completely satisfied customer. After chatting colors with Kristy for only a few minutes did she help me realize that my computer screen wasn't properly color calibrated and I, in fact, had it on a warm temp setting! After that HUGE save (and a little embarrassment), I commended her, profusely apologized and opted for that reprint after uploading a new photo file from my properly calibrated computer. The beautiful new canvas arrived within days, and the rest is sweet history. I will never use anyone but CanvasHQ for my Canvas printing needs. My business has thrived because of their attention to detail, quality, shipping speed, and their customer service is THE BEST.
What made you try this company?
Before Canvas HQ, trying to find a printing company that would even print on quality canvas was a challenge. Getting a tightly stretched canvas, or even a proper stretcher bar was a gamble. Hanging gear like wire?? Not with the well known cheap printing services out there. I was beginning to think what I wanted and needed as an artist quality and presentation wise wasn't available or out there yet. After trying numerous well-known canvas printing companies and FAILING, I decided to "roll the dice" and try CanvasHQ after another Google search. I had never heard of them, but I'm forever thankful I found Kristy and CanvasHQ. I literally don't know what I'd do without them today.
If you needed to blind ship a canvas to a client, friend or family, would you trust CanvasHQ?
Absolutely. 100%.
Based on Joelle's experience, you can see that by going the extra mile and helping a customer out with a problem, you can build trust with them and develop a long-lasting relationship.
Something as simple as taking the time to chat with Joelle and troubleshoot the issue of the colors in her print turned her into a lifetime CanvasHQ customer.
You can do the same for your photography business - put your customers and their needs first!
Learn More:
Dana Leigh - Attention to Detail Will Get More Clients Coming Your Way
How long have you been using CanvasHQ?
I have been using Canvas HQ for 3 years and plan to keep using them for my canvases.
What were your first impressions with this company? Did you know it was a small, family-run business?
My first impressions of Canvas HQ is that it was a business who cared about their customers. I have been so impressed with their customer service and attention to detail. I knew it was a small family run business because I follow them on Instagram.
Have you had any issues regarding prints or customer service?
No issues!
What made you try this company?
I have tried other canvas companies and wasn't impressed with the quality of their canvases.
If you needed to blind ship a canvas to a client, friend or family, would you trust CanvasHQ?
Absolutely! As a photographer, I wouldn't hesitate! Kristy and Canvas HQ care about the work they are doing. I trust my art to them and know they are going to respect the time and energy I put into my craft by sending out quality work to my clients.
Sure, you need to have a photographer's eye, the talent and skill to be a top-quality photographer, and a commitment to customer service, but you also have to have a keen eye for detail.
Anyone can take a photo, but to take truly impressive photos that catch the eye and compel people to inquire about your services requires having a nose for detail and doing the little things that really matter.
If you can do this, along with the other tips discussed above for how to get more clients, you should be well on your way to devising your own personal customer satisfaction juggernaut that keeps clients coming through your door for years to come.
LEARN MORE:
- Wedding Photography Tips From the Pros
- You Can Learn From the Mistakes I've Made When Ordering Prints