We're often asked the question "Why should we even bother to take photos of our guests when they just take their own photos anyway?". Another question that comes up a lot is "How can I get my guides to buy-in to taking photos as part of their job?"
These two questions are actually connected to each other. The common basis for both of them is customer experience.
We've found that any business that provides an experience that their customers naturally want to share, benefits by providing photos through Fotaflo. So to start, we hope that you're providing an experience that your customers will want to remember or share. Because of this you have an opportunity to grow your business, by capturing memories in photos and videos, and then empowering your customers to advocate for your business through the Fotaflo platform.
We also hope that you agree that providing a better experience results in better customer satisfaction and word-of-mouth advocacy.
How can having your staff take photos of guests improve the customer experience?
Taking photos of your guests:
- Allows them to enjoy their experience without the distraction of taking their own photos. Have you tried taking selfies on horseback? Or while kayaking?
- Improves their experience because you're providing an additional valuable service. Remember that other businesses charge for photos and getting a photo of an experience is almost as important as the experience itself in today's world.
- Provides an opportunity for fun interaction between guides and guests. This has led to increased tips for guides at a number of Fotaflo clients.
- Gives them better photo memories. Guest's want a photo of their reservation, or entire group, not just selfies. Your guides can provide this most-desired photo of their experience. Guests are only there for a short time. Guides are at your location all the time. They will know the best places to take the best, most reliable, photos.
What about staff push-back?
Change is always a challenge. Staff sometimes push back when they're asked to start taking photos. We find that if you frame the discussion around the customer experience benefits staff are more likely to understand why it's important to the business, to their role, and to their guests.
Forget that it's part of their job, ask if they want to provide the best possible experience to the guest. They'll have a difficult time disputing that providing this service adds to the guest experience. If your guides don't want to provide an amazing experience and have fun with your guests, they might not be best suited to an experiential business.
So how does this all apply to you?
- Your business is providing an experience that someone wants to remember; you can then connect your brand to a memory by capturing it in a photo or video and this is the fundamental reason why you have an opportunity to grow your business.
- You have a better opportunity (rather than your guests) to capture photo memories that are most valued (intentional group photos).
- Guests will naturally want to share these memories and using Fotaflo will empower quantifiable advocacy.
- You'll be able to re-market to your guests with these memories at an effective time instead of sending them generic marketing emails.
- Provide photos on any experience your business provides that your customers want to remember.
- Focus on predefining specific intentional photo locations. Or at least focus training on taking intentional photos, even if they aren't predefined. This means guests should be relaxed, looking good, and smiling at the camera.
- Focus on reservation photos, or group photos once multiple bookings establish a relationship that they'll want to remember. What we've learned (especially lately) is that it's not about the volume of photos, it's about capturing the most meaningful photos (intentional photos) that are typically missed by guests if you're not taking them.
In short, taking photos for guests is a customer-focused exercise and let's hope that everyone wants to buy-in on providing the absolute best experience for your guests!