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Best Business Practices for Photographers, Third Edition, 3rd Edition by John Harrington

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Chapter 11

Care and Feeding of Clients (Hint: It’s Not About Starbucks and a Fast-Food Burger)

Benjamin Franklin said, “The bitterness of poor quality remains long after the sweetness of low price is forgotten.” Bill Gates famously said, “Every day we’re saying, ‘How can we keep this customer happy? How can we get ahead in innovation by this?’ Because if we don’t, someone else will.” And Robert Gately said, “Customers expect good service, but few are willing to give it.” The Macy’s motto includes “Never fail to astonish the customer.”

It’s critical for clients to have a positive experience with you. It’s a given, and expected, that they will get great results from your photos. Poor-quality results are a killer, but great results and a bad experience ...

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