We caught up with the brilliant and insightful Robin Litrenta a few weeks ago and have shared our conversation below.
Hi Robin, thanks for joining us today. One of the most important things we can do as business owners is ensure that our customers feel appreciated. What’s something you’ve done or seen a business owner do to help a customer feel valued?
I am keenly aware clients have photographer choices, so it is important for me to show my gratitude for them. I do this by providing everyone with a customized, elevated experience. From our initial discovery call, to their portrait session and all the way through delivering wall art, heirloom albums and prints, my top priority is making sure clients’ photography goals are met. This begins with listening carefully to clearly understand their vision, after all, these portraits will adorn their walls. So many of my clients have written the loveliest reviews, returned yearly for updated portraits and referred their family and friends to me. In fact, I offer clients a substantial referral fee off a future portrait session whenever someone they have referred books with me.
As always, we appreciate you sharing your insights and we’ve got a few more questions for you, but before we get to all of that can you take a minute to introduce yourself and give our readers some of your back background and context?
I specialize in lifestyle portrait photography for families, couples, maternity, newborns and high school seniors. My style is warm and timeless with an emphasis on love, joy and connection. My lifelong passion for photography turned into a full-time business in 2017 when my youngest went off to university. While I’m based in San Diego, I photograph clients throughout Southern California, Arizona and even upstate New York.
I always say my work is similar to building a custom dream home full of all the special details which make your heart sing. The client’s entire experience—from the first phone call, through receiving printed items—is personal and designed specifically to fit their current season of life. I guide them with location selection, help them chose a wardrobe which looks like them so they feel their best in front of the camera, and provide in-depth support on how to get everyone in their family excited for the photos.
When it’s time for the session, that’s when the fun begins! I create family specific interactions to capture their Love + Joy for each other. A few weeks after the session, I welcome clients to my office for their gallery reveal and ordering appointment. I believe clients’ photos should be seen every single day and not live on a hard drive, so I help them select the right photos for wall art, photo frames and albums. And this is the part which is so critical.
My business model provides high-touch service from beginning to end and is what sets me apart from most photographers. There is nothing worse than overwhelming clients with 60+ images from a session with no help on what to do with them. My clients love the guidance they receive from beginning to end and how they have no ‘to-do’ list once their ordering appointment is finished. And the best part for them is they have their beautiful fine art prints and wall art in a few short weeks after their appointment.
What do you think helped you build your reputation within your market?
It all comes down to the golden rule and treating others as you want to be treated. I ask my clients how I can help them, then listen carefully to their answers. This is equally important with both returning and new clients. I run my business with integrity, open communication, healthy boundaries and high-touch customer service so my clients feel seen, respected and are given the highest quality experience. Client reviews and referrals strongly validate my process but I am not one to rest upon my laurels.
I often look for ways to elevate the client experience and provide extra personal touches. For instance, I sometimes meet clients in their homes to view areas they wish to hang wall art and offer suggestions based upon their goals. I show them portraits printed on different surfaces to help determine what best suits their style or assist them in choosing between one large piece of art or a gallery.
Any thoughts, advice, or strategies you can share for fostering brand loyalty?
A monthly newsletter keeps me in communication with my clients. They receive early booking access to my fall calendar which is the busiest season for family photos. All returning clients who book early receive a bonus 8×10” fine art print plus a generous print credit. I also share news about other events such as Motherhood Fine Art studio sessions and high school senior sessions which fill up my spring calendar. Clients are regularly reminded of the referral fee they earn by sending new people my way.
Contact Info:
- Website: https://www.robinlitrentaphotography.com
- Instagram: https://www.instagram.com/robinlitrenta
- Facebook: https://www.facebook.com/robinlitrentaphotography
Image Credits
All images by Robin Litrenta Photography