May 16
Last week I shared some photographs of Nick from Nick’s photography commission, during my parents’ visit! Many people really liked the photographs, especially the one of Biscuit and Nick together! Well, here are a few more photographs of little Biscuit and Nick patiently waiting for a treat…well actually Biscuit waiting for some prescription kibble! (Nick even tried Biscuit’s prescription kibble and did not mind it!)
Happy Thursday!
One of the greatest challenges businesses face is managing client expectations. I suspect the very word “expectation” creates a wide range of images for all of us. An expectation is defined as presuming the outcome of an activity. Expectations are generally based on perceptions, opinions, and other soft parameters, often without a rational basis, and often because of a lack of knowledge. Human expectation is skewed toward predicting the best outcome. Most people tend to expect positive outcomes. While it is certainly better to have high rather than low expectations, unrealistically high expectations will create disappointment. A disappointment is defined as a feeling of sadness, dissatisfaction, or displeasure when something is not as you planned.
We all are aware at some level that client expectation is very important, yet we may do little to proactively manage it. Many times our approach is reactionary causing us to gloss over expectations or to fail to listen to the client altogether. However, I believe it is very important to manage client expectations to ensure that the client understands the terms of the business engagement, and so ultimately, the client is happy with your work and deliverable.
Below are some tips to help manage client expectations.
1. Build a relationship.
People like to work with people they not only respect, but also personally like. Therefore, developing a personal relationship goes a long way in building a stronger business relationship. Experience is everything. My goal for each client is to create and implement a personalized, fun, and seamless experience that exceeds the client’s expectations and makes each and every client feel like royalty.
2. Regularly communicate and address problems directly.
I do not know about you, but when I am working with someone, I rather receive regular communication and updates from the person I hired to ensure expectations are being met, etc. When communication is direct and transparent, trust forms and helps to create and build the foundation for long-standing relationships. A lack of communication is usually at the root of most of the problems associated with clients. I make it a practice to respond within twenty-four (24) hours to client e-mails and correspondence to mitigate any misunderstandings and to show my clients that they are important to me. Clients want to know and feel important when they have hired someone to work with. Therefore, I believe it is important to be prompt in responding to all client communications.
3. Agree on goals, timelines, and deliverables.
It is important that you and your client at the outset agree on goals, timelines, and deliverables. Therefore, in the written agreement to be executed by the parties, it is very important to clearly set forth the goals; scope of work; fees; the specific deliverables; the specific timeline when events and deliverables occur, etc. This clear information, which is communicated to the client in a clear manner, will help to set expectations on both sides, and will lead to mitigating any misunderstandings leading to the client being dissatisfied. This process should make all of the goals, timelines, and deliverables clear to the client and it really helps to set the client’s expectations.
4. Be a counselor.
When you offer your client advice, direction, and input, etc., you become a truly valuable partner. This style of open dialogue helps to establish respect. Also, as a counselor to clients, you can help explain your services and deliverables so that the client can better understand your services. Not all people are experts in your area of business.
5. Be a good listener.
Listening is one of the most misunderstood and least used tools in managing client expectations. Many clients are unsure of what they are trying to accomplish or are not very good at articulating it. As such, you must have excellent intuition and listening skills in order to identify key messages being communicated by the client. One of the best ways to help clients and to manage client expectations is to repeat what you heard from the client and ask the client to confirm the accuracy of key takeaways, which will ultimately impact expectations.
6. Be kind.
It is crucial to always be kind, respectful, genuine, and consistent with your clients. Clients should feel valued and they should never feel like they are being an imposition. I know that I do not like working with others who are not kind to me, and it tremendously negatively impacts the client experience and relationship. Always remember the “Golden Rule” when interacting with clients. Kindness truly goes a long way in building trust and loyalty with clients.
7. Anticipate your clients’ needs.
I believe that anticipating your client’s needs is crucial to any successful business. Thus, it is important to put yourself in “the client’s shoes.” Making your clients feel important is a tremendous step in building loyalty. Clients want to know that they are valued by your business. Clients are the lifeline of your business and should always be treated as such. Though you may not know all the needs of new clients, try your best to read them and anticipate what they may need. Therefore, it is important to stay very organized and attuned to each client’s needs. Do not be afraid to ask what else you can do to make the client happier. Additionally, anticipating your clients’ needs helps to foster a seamless client experience for the client.
8. Always deliver on time what you promise.
It is extremely important to deliver what you promised on time to the client. One sure-fire way to not manage clients’ expectations is to not follow through on the terms of your engagement with the client on time. If clients are like me, they expect that everything be delivered on time as promised. This is really important because you want to have credibility with your clients. Clients should always feel very important and they should feel that you really are “taking care” of them. Clients should not have to worry about you delivering on your promises. It is very unprofessional, and very unfair to the client, to over promise and under deliver. Instead, exceed clients’ expectations and over deliver — this is a wonderful way to exceed clients’ expectations and have a happy and satisfied client who will refer your services to their friends and family!
9. Ask your clients what they think.
Once your engagement with each client has come to an end, ask the client what he/she thought of your services and deliverables. This will make your customers feel valued. Importantly, you will also gain valuable insights to use as a valuable tool in your business. You may learn things from clients that will improve your business. Thus, it is important to be open and listen to the feedback from clients. After all, without clients, what do we have?
10. Thank the client.
It is important to thank your clients for their business at the end of the engagement with the client. Everyone wants to feel appreciated. Everyone loves to receive fun mail and paper thank you notes, which are quickly going extinct. A thank you is a sincere and personal way to tell the client that you appreciate them and appreciate their business. As a result, I think that it is really important to take the time to say thank you to each client expressing your appreciation, which is so often overlooked.
In the end, you will begin to attract clients like yourself — the ideal client! Knowing your ideal client, regardless of your line of business, is a key component to growth and satisfaction. The qualities of my ideal clients are people who (1) truly value and appreciate fine art photography; (2) are selective and cannot imagine working with and hiring anyone else; (3) wants to work with someone who is detailed and organized; (4) wants a seamless and fun client experience; and (5) likes my brand and my blog. I think you achieve this type of client relationship by marketing yourself in a personal way. Eventually, you start to only attract clients that desire you, your talent, and your services, which makes for outstanding client relationships!
Happy Wednesday!
May 10
While my parents and Nick were in town last week, we went to see the progress being made on the new house — and things are progressing and moving forward. We should have our pre-drywall meeting in a few weeks! Below are a few photographs of Biscuit and Nick enjoying themselves on a beautiful day! Nick even posed on a Caterpillar tractor machine! Biscuit and Nick both had a good time together perusing the construction grounds!
Happy Friday!
May 7
This past weekend, my parents came to visit and they brought along their dog, Nick! Nick is a papillon mix rescue dog who is approximately six-years-old. Anyone who has met Nick knows that he loves his Daddy! Nick is his Daddy’s shadow and follows him everywhere…sometimes Nick is even disappointed that he cannot go into the bathroom with his Daddy! Nick is smart and he does listen well. Nick is quite vocal compared to Biscuit; Nick reacts to the slightest sound. Most of all, though, Nick is devoted to his Daddy. After our photo shoot, I took Nick to Five Guys for a little hamburger, which he loved. (Little Biscuit has been on and he continues to be on a strict prescription diet and, therefore, he could not come with us). Nick and Biscuit seem to get along well together. By the last night of the visit, Nick sat in my lap without running away to his Daddy!
We had gorgeous weather for a photography shoot and Nick did not mind having his photos taken as long as his Daddy was near by! I love the simple scenery that we happened to find!
Some highlights from our photography session are shown below. If you are interested in commissions, please find further information here!
Happy Tuesday!
Experience is everything. The neat thing about delivering a remarkable client experience is that it can be the foundation of a strong brand. Making personal contact and going the extra mile is something that makes a difference in the client experience. We are in an age where people have a lot of choice on where they shop and spend their money. If you provide a great client experience, it keeps the client happy and he/she will come back and refer you to others. It really is an interconnected process. Without the client, what do we have?
I really enjoy paper cards and design. I always look forward to making our holiday cards and I really enjoyed creating our wedding invitations. I recently created thank you cards for my clients. I created return address labels, seals, and custom stamps so that everything coordinates highlighting my brand, shown below.
I believe the client experience should be seamless for the client. After all, like myself, the ideal client, wants to make sure that they are working with someone whom he/she trusts and has confidence in. I know when I am hiring and working with someone, it is extremely important that I feel that I can build a rapport and working relationship with the person I am going to hire, which is just as important, if not more important, than the services rendered. Thus, my goal for each client is to create and implement a personalized, fun, and seamless experience that exceeds the client’s expectations and makes each and every client feel like royalty.
May 3
This past weekend, I had the pleasure of photographing Jax, a rescue pit bull, who is approximately four-years-old! It is interesting how I met Jax’s mom, Jen. Jen is a big proponent of dog rescue and dog fostering, and she found one of my images on Pintrest, and contacted me via e-mail to book a commission. The image Jen found happened to be of a photograph I had taken last year of “Lady” who was living at the Baltimore Animal Rescue and Care Shelter (BARCS). Lady who was later renamed “Josie” was sent to the Jasmine’s House, Inc., a pit bull rescue organization, for placement in foster care. Jen and her husband fostered Josie who was recently adopted and placed in a furever home!
Even more interesting and coincidental, Jen and her husband are fostering “Princess Tulip” currently known as “Amelia” who I photographed a few weeks ago at (BARCS) for my long term dog project with BARCS. I was able to say “hello” to Amelia during our photo shoot.
Jen and her husband rescued and adopted Jax when he was approximately two-years-old from the Baltimore County Animal Control (BCAC) in August of 2011. They happened to go to BCAC on a day where Jax was available for adoption at the BCAC . After meeting Jax, they decided on the spot to adopt him and Jax has been a part of the family ever since!
Jen, a woman after my own heart, writes a blog about her adventures in dog fostering, which is narrated by Jax! You can follow Jen’s blog here! Additionally, here is a blog post about Jax’s one-year anniversary with his furever family!
Jax met me at the front door quite excited for his photo shoot! We had gorgeous weather this past weekend, and Jax was a pleasure to photograph. Jax is full of energy, but he was willing to sit still for some treats! By the time I left, Jax was giving me tons of kisses — a very lovable pup!
Thank you for inviting me to photograph and document your precious, beloved, and handsome Mr. Jax!
Some highlights from our photography session are shown below. If you are interested in commissions, please find further information here!
Happy Friday!
May 2
We received news from our vet yesterday that Biscuit’s polyps that the vet removed are actually tumors that are cancerous — ceruminous gland adenocarcinoma. This type of tumor is locally infiltrative; the tumor can recur after surgery; and it has the possibility of metastasis to the lymph nodes. Per the pathology results, the tumor showed low to intermediate grade of malignancy, and, unfortunately, the tumor cells were identified at the borders of the tumor.
The vet said that she thinks that she got all of the cancerous cells during surgery; and the vet did an additional procedure after the polyp/tumor removal, an ablation, in order to hopefully remove any remaining cancer cells. The vet said per the results that there is a likelihood that the tumor can grow back. If the tumor does come back, the vet will likely refer us to a surgeon to perform a total ear canal ablation. We go back to our regular vet in about 1.5 weeks for Biscuit’s ear and dental recheck. At this time, the vet will show us how to check Biscuit’s lymph nodes at home on a regular basis, and how to check his ear to ensure that we monitor his left ear closely in order to identify any change(s). When we go to the vet, we are also going to check Biscuit’s urine and blood work again during this vet visit to recheck Biscuit’s thyroid levels and kidney enzymes. We really hope that the kidney values will not show an increase; and we hope for a decrease in Biscuit’s kidney enzymes. Finally, in mid May, we go and see the specialist concerning Biscuit’s kidneys.
Thank you again for all of your good wishes and prayers for Biscuit. We greatly appreciate it. Thank you. Biscuit has been quite active and content thus far since surgery — and we hope that this continues. We plan to take Biscuit on some adventures this weekend!
I complete all of my “print making” using Adobe Photoshop exclusively for all of my photography editing after culling through all of the RAW images from a photo shoot. (I do not outsource any of my editing). This process takes much more time than using Adobe Lightroom, for example, which allows for batch processing, which is much quicker than working on one image at a time. However, Photoshop is the most powerful tool on the market to edit images, which is not only limited to editing photographs.
I use the Photoshop tools in the same manner as I would use in the darkroom. I make cropping adjustments; color balance adjustments; brightness and contrast adjustments; and, occasionally, I use the cloning tool to help make adjustments where needed. Otherwise, my images are straight out of the camera with minimal manipulation. It is important to note that the original image out of the camera must be of good quality. However, using this Photoshop process takes more time as I work individually on each image — one image at a time to perfect each image, similar to working on an individual image in the darkroom. However, these minimal adjustments can make dramatic differences in the final image. There is definitely an art to the editing process, which requires time, patience, a keen eye, and attention to detail.
Below are some “before” and “after” images to give you an idea of the difference in the images after my editing process is completed.
Happy Tuesday!
Image – straight out of camera.
Image – after being edited in Photoshop.
Image – straight out of camera.
Image – after being edited in Photoshop.
Image – straight out of camera.
Image – after being edited in Photoshop.
Image – straight out of camera.
Image – after being edited in Photoshop.
Image – straight out of camera.
Image – after being edited in Photoshop.
These above dogs are dogs from the Baltimore Animal Rescue and Care Shelter (BARCS). Please contact BARCS if you are interested in adopting any of the dogs shown above.
Apr 29
On Friday evening, we promptly picked Biscuit up from the vet’s office. As soon as the vet tech brought Biscuit on his leash through the door leading to the waiting area of the vet’s office, Biscuit came galloping towards us, very excited to see us! Doug said, “here comes our baby Biscuit!” We were so excited to see him. However, Biscuit could not leave the vet’s office soon enough!
Biscuit is doing well since his surgery. He has been sleeping well, and we have slept well too. We think that the tramodol may be helping Biscuit sleep, which is also helping to mitigate his pain.
Our weekend was not as active as usual. Biscuit took it easy and Doug got sick with the flu on Sunday. (Poor Doug – I hope that I will not catch it!) However, we did take Biscuit out to eat with us since the weather was nice this past Saturday. Biscuit loved to be outside! Biscuit has been persistent with his paw — wanting to be petted and held since coming home from the vet’s office. Biscuit has been all smiles this weekend showing off his pearly whites! Biscuit’s breath is also much better since his dental cleaning! A few photographs of Biscuit are below.
Thank you again for all of your thoughts and good wishes for our Biscuit. We greatly appreciate it.
Happy Monday!
I am happy and honored to report that Biscuit’s rescue story along with some of my photographs have recently been featured in the Daily Dog Tag! This feature is extra special as it highlights Biscuit’s successful dog rescue story and it also highlights Biscuit’s surgery, which takes place today. Thank you to everyone who has kept Biscuit in their thoughts and prayers.
It is my hope that people will read Biscuit’s story and see Biscuit’s genuine happiness exuded in the photographs, which will lead more people to strongly consider adopting a rescue dog or shelter dog. There are so many dogs and animals in need of furever homes. Biscuit’s story is inspiring and provides hope and possibilities for all. You can read the entire feature here!
biscuit's space | The blog of photographer Katherine Carver 
