One of the biggest fears most photographers have with In-Person Sales is how to handle objections from their clients. While we've covered this before, I wanted to introduce a simple framework you can use to quickly and easily let your client know you're on their side and you have a simple solution to their objection.
Feel, Felt, Found
The "Feel, Felt, Found" approach is simple. When an objection is raised, you:
Empathize with your client
Show your client you're on their side by saying something along the lines of "I definitely understand how you feel" or "I can see why you feel that way". This shows the client that you're not planning to be argumentative and you're looking to create a win/win situation. After this, move in to...
Let your client know they're not alone
From here, you explain that you know other client who have felt the same way. So, say you're dealing with an objection to In-Person Sales from a client who is used to working with shoot & burners. You may say something like, "Yeah, I can definitely understand why you feel that way. In fact, most of our new clients have felt the same way - they didn't really understand why we require planning meetings and image premieres..."
This does a couple of things. It lets them know they're "normal". It also start some social proof, which is just a fancy way of saying that people like to do what everyone else is doing. So, in saying, "others have felt the same way" you're showing them that they're a part of a larger group of people just like them. Now, all that's left to do is propose the solution to their objection, while also tying it to that larger group...
Explain to your client how your solution has helped others just like them
The last portion is where you bring it home. You've empathized with your client and you've told them that they're not alone. Now it's time to explain to them how your solution has helped other people who were in the same situation (or had the same objection) and how they now feel.
So let's just go ahead and put this all together so you can see how it works:
Client: "You know, I've never had a photographer who made me do a planning meeting and an image premiere on top of the session. That seems like a lot of extra meetings just for a photo session!"
You: "I definitely understand why you feel that way. In fact, most of our new clients have felt the same way - they didn't really understand why we require those extra meetings for their session and all of this seems pretty new to them. However, they've found that they end up spending less time trying to work out what they want and they are much happier with their final product decisions because we take this extra time to walk them through their options and help them figure out exactly what to do with the images we've created for them."
So there you have it. Feel, Felt, Found.
Pretty simple, huh?