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Confession: When You Realize Something Needs to Change…


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One recent morning I woke up and it hit me. I barely have time to do the things I love. I have not been exercising like I use to.  I have not talked to friends on the phone.  I barely spend time with my husband.  My kids ask why I always am on the computer – they say “why can’t you just do that while we are at school?” – and I answer my twins and say “I am on the computer working when you are at school too.”

I run a business. And with business comes responsibility.  I have a responsibility to provide excellent customer service to my fans, followers, and customers.  I have had Multiple Choices Photography DBA “MCP Actions” since 2006 (training photographers and selling photoshop actions). Prior to that I did Product Photography and photo editing. In the past two year my marketing, social networking, and branding has paid off.  My business is doing really well, even in the poor economy.  I have 2,000-4,000+ visitors to my blog daily, I have over 4,200 facebook friends, 4,500 facebook fans and 3,000 something twitter followers.  This sounds great – right?  It is. I love what I have built and I am proud of my accomplishments.  BUT…

There is always a “BUT.”  And this but is a big one…  I love what I do.  And I am very happy that I can “make a living at it.”  I work very hard.  So the “but” is that something needs to change. I need to make time for myself and for my family.  I need to have more time away from the computer (even if just a little bit – it would make a difference).  I need to take care of my health by exercising more, finding a new doctor (for my PCOS, Thyroid and Asthma issues – yes a triple whammy), and just take time to breath and enjoy life.  I do love my work.  I am passionate about it, but I love other stuff too.  And lately work consumes me.

And the biggest part of that – EMAIL.  Email literally overtakes my every day.  I know many of you are nodding your heads saying “me too.”  I wake up in the morning to usually a few hundred emails, some junk and spam, others customer questions, and yet others just fans who want to know everything from what camera do I use to how can they get better color or focus, etc… I get emails from those wanting MCP to sponsor a workshop or donate prizes, do a guest blog, host a contest, etc… Most emails start like this “I know you are really busy, but I just have this one question…”

You get the idea.  I love helping people and I love answering questions.  I hate saying “no.”  So next thing I know, it is 10am, 11am, noon, or sometimes even 1pm before I whittle away at the email and answer questions and get back to everyone. I may pause in between for an hour to do a one on one private workshop or group workshop, and then back to emails again.  Finally when I clear out my box, and grab a quick bite to eat, often at 1 or even 2pm, the emails already pile up again. My kids get home at 4pm and I try hard to focus on them – taking them to activities, helping them with homework, and spending time with them.  By the time bed time hits, the rest of the night is often spent checking email and responding again.

Are you getting tired just reading this?  I am.  So as the title of this post says, “Something needs to change…”

Here are some of my thoughts and a few ideas from some amazing Facebook friends. I need to decide which to implement and which not to.

  • Do monthly FAQ posts – take a list of questions I get asked (pick a handful or more) and answer them in a blog post. Really liking this idea.  But still not sure if people will feel upset getting an email from me saying check my monthly FAQ post as I will try to answer questions there.  Is this acceptable customer service?
  • Refer people to my facebook fan page.  I am doing this some already.  I hope someday this will be a place where my fans and readers can come together and help each other.
  • Auto Responders… I am not a fan.  I do have lots of template emails set up for frequently asked questions.  But I am talking about the emails that say “we are busy and will get back to you in 48 hours…”  I do not like these. I don’t mean to offend anyone but to me these are impersonal.  And waiting 48 hours just delays the emails and lets them accumulate more.
  • Charge a consulting fee for answering email questions – this was suggested by someone on Facebook. I do not want to do this just to answer questions.  But I do offer one on one training, so if someone has a lot of questions I do point them to that.
  • Have a list of recommended sites, books, and references that they can read.  This is a good idea except that the questions in these emails are such a huge range.
  • Hire an assistant – not sure if I am “ready” for this.  I always said if my business got to that point it got too big.  But at the same time, maybe finding people to do certain things could help.  Just not sure.
  • NEW WEBSITE – yep – I just hired another person to redo my web site.  The last company had good intentions, but it never got completed.  Cross your fingers for me on this one.  Instant Downloads will help a ton.  This would mean less emails saying “I lost my actions, can you resend” or “I never got the actions you sent” (due to spam filters, etc).  Plus customers will love to get things right away and be able to revisit to re-download if needed.
  • NEW BLOG – same as “new website” – new blog designer has been hired.  Waiting on new site to get underway.  But my goal is to make things so intuitive and easy to use that you can locate old posts easily, and see related posts, etc.  This would mean less emails saying “I cannot find this video or post I remember…” or “how do I…”  I will be able to say “search.”  You can search now – but it is not obvious and the blog as a whole is not mapped out well for its content.
  • Start a forum – running a forum likely would take more time than email.  The advantage is that people can answer each others questions, but the disadvantage is everything else.  This is why Facebook may be the way to go if I can get people use to going there and checking there.  It is ready made, easy, and already set up.
  • Referral to forums – I do list some on my blog.  But maybe I should do this in emails too.  Got a question, try these forums…  Hmm – liking this idea.

I would love your help with some more ideas of how I can get my life back and at the same time retain a high level of customer service.  Hopefully this post and the comments will help others who feel their life is no longer their own too.  Thanks for your ideas!


No Comments

  1. Tanya on October 19, 2009 at 9:24 am

    Morning Jodi!I can’t imagine the floods of email you must have – I think part of it is that we all feel as you are a personal friends, “one of us”, which is a testament to your exceptional customer service and relationship marketing. So here’s my 2 cents…(or 2.00)An assistant might not be a bad idea. The assistant could handle some of the mail that doesn’t require specific response only from you (re-downloads, purchase questions, “what does this action do?” etc..). That would free you up for the personal communiques.I LOVE the idea of instant download. I know that there have been times where the option in download instantly has tipped me towards a purchase.I agree with you on automated response – it’s just not “you.”Forums are a good idea – You might be able to pick a few volunteer moderators to help you take some of the load off. They could direct you towards the posts the need your personal touch. In any case, you might want to try a couple of combinations of your ideas, and just take the time to find the right balance.Above all, try to remember how loved you are, not only by your customers and your fan-base, but by a terrific family that understands that is a learning process and that you are doing your very best. Be blessed!-Tanya

  2. keri on October 19, 2009 at 9:34 am

    I like the idea of FAQ posts!Also, your family is VERY important, I say hire an assistant if you can afford it!

  3. Tiffany on October 19, 2009 at 10:07 am

    Can you set up different emails to sort your mail? Like help…info…actions…workshops…donations…contests….etc. I know it would depend on the people picking the right email but maybe including a short description on your contact page when to use each one would help.

  4. MCP Actions on October 19, 2009 at 10:32 am

    Tiffany – I could do that – and they actually sort now. But I still have to get back to everyone. Keri – I plan to do this and even use random questions to form blog posts more. I also need to refer people to google more. Some questions are really things best left to a search engine.Tanya – thanks for your sweet words. I cannot imagine taking the time to create and facilitate a forum so unless someone was so motivated as to do so – it probably will not happen. Plus unless super active, usually people do not go to them. I am active on a few forums (when I say active – I try to go a few times a week or more and skim through questions). If more people join some of these I think maybe others can answer their questions too. Many may be unaware they exist. As far as an Assistant – it may come to that – but I love the flexibility of not having someone around my house (since I have a home office)… A virtual assistant is a possibility too. I am not sure where to start with an assistant, and not sure really that I have enough tasks I could give up. I want to have my hands on the pulse – and always said that if I got so big that I needed one that I was too big and needed to slow down. Hmmm – we will see…

  5. Stephanie on October 19, 2009 at 10:43 am

    I think your post hits home with all of us. Even those of us who don’t have business. Somedays I hate that we have some much technology and that it is so easy to keep in touch. Technology was developed to help us but instead we spend more time checking in that doing things that matter. I think you have some great solutions to lightening your workload. The FAQ is great. Think about combining your ideas. An automated email with referrals to the forums my help. I know Clickin Moms is great for information. I also think the assistant/intern is a great idea. Ok I may be a little drawn towards this one since I’m in SE Michigan, unemployed, a graphic design student, and a big fan. I’ve learned more from your workshop than in my college photoshop class. If you go this way, I’d love to apply.I’m sure that even if you need to take a step back and devote some time to your family none of your blog/fb followers will go anywhere. I know I wont.

  6. Ro on October 19, 2009 at 10:45 am

    Have you considered publishing a book ?? I think you should if you have not. Taking all of these tips, and answers, etc. put it in writing….a book that cuts to the chase, something you don’t have to “read” from front to back, one that you can just look up to refer how to do something with step by step guide, would be AWESOME. And I think it would sell.

  7. Ragan on October 19, 2009 at 10:53 am

    I ran into a similar problem with my blog design business, spending MUCH more time at the computer answering e-mails than with my kids…which has lead me to stop designing for now. One thing that did help a bit was changing my “contact me” link from going directly to my e-mail address to a page that stated something like “if you have a question you may be able to find the answer…” with links to my Policies and FAQs section and links to other sites that might be helpful — THEN I listed my contact information. That way my clients could still contact me directly but it also offered resources to find the answer themselves. You could even suggest that they search your site/blog and explain how. I know this information is already available on your blog, but bringing it to your readers attention right before they contact you might help.

  8. Brooke Lowther (Maddiepie Creations) on October 19, 2009 at 10:54 am

    I like the idea of a FAQ as well. Maybe a weekly or bi-weekly FAQ post to help you keep on top of it. As for responding to emails…you can hire me 🙂 and I can help manage those for ya!!

  9. MCP Actions on October 19, 2009 at 11:03 am

    Ro – interesting idea. But I would have to get through all the emails before I could find time to write. Truthfully though, I am such an informal person. I love the blog format for that reason. Not sure I have what it takes to “write a book.”Brooke and Stephanie – I will keep you both in mind should I decide to bring on an assistant or helper (even if for a few hours a day). I am not ready yet – but you never know. just not sure how to get that as part of my flow… Then again – that could be a question I ask in the interviews :)Regan – LOVE THAT IDEA!!!! As soon as my new website gets up – I will have to do that – point people to the blog and FAQ posts. I totally see this happening, “Jodi, I tried searching your blog and faq, but I just have X question…” But I do think this may help.

  10. Terry Lee on October 19, 2009 at 11:13 am

    Sweet girl…know this…you are living the dream, but it is not your “dream” unless you are doing ALL the things that you love and that includes spending time with your beautiful daughters and your wonderful husband – quality time. It is obvious that you love this business…you have so many fans because you put your whole heart and soul into it, but you are not good to anyone if you aren’t taking care of youself.You absolutely need to excerise and take care of your body. None of this means anything if you don’t have your health and well being. Each of your ideas make perfect sense especially the FAQ posts, new website and blog, hooking people up with each other either by forums or Facebook, but my humble opinion is that you should seriously think about hiring an assistant. I know you said that you are not ready for this, but think of it like hiring a “nanny” for your business. The hard part would be finding the right person, and it would entail some training, of course, but you could be out with your girls or at the gym and your assistant can just call you with a question if he/she can’t answer the email. You would be helping the economy as well as “getting your life back”. I know as a fan of your blog, that I have already contacted other people on it by just clicking on their name and I have figured out a couple of things with them instead of bothering you…it was great and most people are so friendly and helpful…please take care of our “photoshop goddess”…we do love you and the service that you provide. xo

  11. Crystal on October 19, 2009 at 11:34 am

    Have you thought about hiring out for customer service? Maybe hire someone and train them on your products and services, and allow them to take over the CS aspect for the majority so that you have more time for your family, other hobbies, and taking care of the behind the scenes aspects of your business (creating new actions, training photographers, etc)

  12. Brendan on October 19, 2009 at 11:39 am

    Jodi,Follow the lead of David Hobby of fame. Have a forum on flickr, assign a couple of admins who can administer the forum. Users post questions there and other users and admins can answer questions. This would take you out of the equation of answering lots of emails. You can also answer if people get stuck.

  13. Christy Martin on October 19, 2009 at 11:42 am

    Jodi, honestly, I have wondered from time to time how you do it all. I too think the FAQ and assistant are great ideas. Maybe you could try hiring someone for 2 hours a day to start & see how it goes? Possibly, if you do get additional questions about photography or PS that aren’t related to your specific actions, maybe you could make a ‘rule’ that for an immediate response, you have to charge? If they can’t find the question in your FAQ then I’m sure the answer is somewhere on the internet. You have to be able to find the time somewhere and this sounds like one of those places where people could use other means to find the answers in most cases. I know I have trained myself by searching on the internet, visiting forums, reading books & practice, practice, practice. Other people can do the same. Remember too, most of your fans are loyal followers who understand there are only so many hours in a day and understand you have a family. On the other hand, there are some people who expect the world, and are never satisfied. Don’t let those people get to you if you encounter them. Your kids are only young once and that passes in the blink of an eye. You will never regret taking the time out for you and your loved ones.

  14. MCP Actions on October 19, 2009 at 11:48 am

    Terry – thank you!Crystal – considering it.Brendan – I was trying to use Facebook fan page in this way. Could that work? It has a wall and a discussion area. Maybe if I had two mods and always sent people there it would sort of happen. The problem now is things do not get answered there… unless I go. Is flickr better for this? If so – do you mean a regular group or something else? Want to mod? :)Christy – It is possible. I am set up as a solo person LLC. I need to check with my accountant to see how I would handle this. There is a way – I would think.

  15. Tracy on October 19, 2009 at 11:57 am

    I know EXACTLY what you are going through! It’s all consuming! I haomeschool my kids, so I have to stop and teach them asa well! I hope you figure it out and find balance! Blessings!

  16. Brendan on October 19, 2009 at 12:13 pm

    Jodi,Check out There are over 30,000 posts of different questions, comments, observations, etc. David does this because he has over 60,000 members, so answering individual emails was impossible. I think if you had an automated email to direct people to the forum to post questions, as well as plugging the link on your mcpactions site, eventually it would catch on & build momentum. I’d be happy to try to help. Maybe if you get a couple of users who are familiar with your products, as well as other topics, ie, PS, LR, etc. to admin, it may be a way to get that burden off your back. Of course, you would be free to chime in when the question is important, or of particular interest to you. Your MCPActions would be used as always, promoting your products, blog, lessons, what’s new in your world, etc. The forum would be for questions, comments, and items of that nature.

  17. Alice on October 19, 2009 at 12:40 pm

    Jodi – you have got to keep your health and family up there on the list! Otherwise you won’t get to fulfill the dream! I think you need to stop responding to every single e-mail. Do the FAQ’s and let people take your classes if they need more. Maybe respond to those that have already taken classes from you?

  18. Andrea on October 19, 2009 at 12:51 pm

    We have the same issues with my husband’s software business. He’s found that a user forum and e-mail list have helped a ton. He prefers the forum as more searchable, but the users seem to prefer the e-mail group, so he keeps both running. Both have volunteer user moderators who alert him when the more complex stuff comes up that he needs to deal with personally. I have deep gratitude for those volunteers!It was hard for him to let go of the personal touch, but I cannot tell you what a positive difference this has made for my family. We’ve not looked back at all.

  19. Kathy on October 19, 2009 at 12:54 pm

    a couple of hot photographers do the every 2 weeks “answer my readers’ questions” posts. I didn’t realize how it worked & when I emailed with a question, I got an auto-responder saying that my questions would be added to the list for consideration in that post. Was I thrilled, not really. Did I understand and survive? Of course. I think if you did a post every couple weeks trying to answer questions, it would cut down some of your load. Also having people use the Facebook fan group where your fans can help each other is a great idea too. Good luck!! A lot of us are facing the same issues trying to fit in our families with everything else we have to do, so I completely understand!

  20. Ally on October 19, 2009 at 1:23 pm

    First off, Jodi you are amazing! Just the fact that you are so concerned about answering all of our questions in a timely fashion says a lot about you. I have sent you some questions and you have answered them way faster than I would have ever expected you to! I was so happy to receive a quick response, but was wondering if you were super woman or something to be able to do that. I would have been just as happy waiting a while. I know this might not help you at all in figuring out what to do. But wanted to encourage you that most people who come to you for advice and questions would totally understand if you aren’t able to answer them due to your busyness or be willing to wait for an answer. So I am with those other comments that have said to hire an assistant to handle the “easy” e-mails and those that they can handle and to sort the other e-mails in to priority for you. Maybe just a few hours a week at first to try it out? But I am sure whatever you work out will be great. Wishing you the best!

  21. Stew on October 19, 2009 at 1:25 pm

    I love this site. But I have to say that in terms of what is truly important in life, family and personal health should come first. Perhaps you should consider developing a work schedule. Set a time for specific duties, when time is up, follow the schedule…. attempting to better organize your work may help but…if it shows that you are falling behind, it is clearly time to get some help or scale back. I know you don’t want to do this but it should be considered amongst your other options. Please take care.

  22. Stephanie on October 19, 2009 at 1:46 pm

    Let people know that your business hours are only from 8am-2pm so emails will be returned within 1-2 days…would that work? The hardest part of working from home is sticking to a time schedule. I think monthly FAQ are a great idea!! People need to keep in mind when you have a general camera questions or photoshop questions you can just write your question into google and you will get tons of tutorials, even you tube has videos that can answers many questions…You should only be returning emails that are about your products/classes right away, everything else can wait… 🙂 keep up the good work…a forum is also a fantastic idea, or maybe people can post questions on your facebook page and then everyone else can answer them by replying to the post…

  23. Puna on October 19, 2009 at 1:50 pm

    Dear Jodi,I just bought your bag of tricks and I love it. I bought them but waited to hear from you first before emailing and asking where they were:) Your post is very poignant. I can tell you are really concerned about your customers. My suggestion is answer monthly emails. I think most people will understand. Do forums…I would go on one for sure. Don’t feel that you need to reach out and touch all of us…we understand. You are going to wear yourself out and it’s not fair to you or your family. The immediacy of emails now a-days really impose in our family life. Good luck to you! I used your actions to edit this week’s iheartfaces entry by the way. Love them!Puna

  24. MCP Actions on October 19, 2009 at 1:55 pm

    Brendan – flickr has a strange TOU – I got in trouble once for having a link to my site up – you are suppose to only be allowed one in your profile. Of course everyone does this, and links, but someone reported me and it was take all links down or get suspended. Crazy. So I am a little nervous to try and use flickr for that purpose.Andrea – user forum is a small possibility – just not sure if that would lead to less work – could lead to more knowing my personality – and could make it so the blog gets neglected… I have a list of pros and cons for that – we will see.Kathy – Q&A/FAQ – yes – I plan to do this for sure in some variation.Ally – I am considering this – hiring someone a few hours a day. Just not sure how to set it up and what would make sense, what tasks I feel comfortable giving up, etc…Stephanie – I wish 8-2 – LOL. The problem is that I am a do it now person. I cringe at the idea of letting stuff build up. And then you just have the same problems days later. I love the facebook idea – the question is would people go there… I need to figure out how to get people to that page to both ask and answer questions (like a forum but easier)…

  25. Stephanie on October 19, 2009 at 2:06 pm

    I think if you make a blog post explaining that the facebook page is now for posting questions as well…people would for sure start responding and helping each other. Maybe try that for a while before setting up a forum…I know your a do it now person, but its also not your responsibility to answer EVERYONES random questions that DON’T have to do with your products…all those other questions can be put into the monthly faq questions. many other bloggers do this. For example Jasmine Star answers 10 or so questions on her blog every once in a while, its a great idea becuase I bet you get answered the same questions over and over!! No one if going to hate you for needing to spend time with your family!! Stick to 8-2 and then when you have a free minute in your day (or ur dying to check emails) then do it for a while.

  26. Lori Crouch on October 19, 2009 at 5:14 pm

    I think that, if things are clear up front, people adjust. In your case, I would write up something nice that explains your policy and how will respond to questions. Here you can also provide the option w/link to your Facebook page where they may find more immediate help, followed by the list of help forums and other referral sources, etc.Auto Responders? Big turn-off.Consulting fee? Unless someone wants to hire you, that is a bigger turn-off.Hire An Assistant? Only you know if you have the time to train someone and the income to keep them.New Website/New Blog/New Forum? Gosh, that seems like MORE work; not less. I created a blog for a workgroup and have never even had the time to set it up properly!Good luck. And, just remember, your family is your number one priority. That is the only mistake I made when I had my own business. I got the same, “You’re always working on the computer” but didn’t change anything. All is well, but I regret it. I’m glad you are taking it seriously.Best of luck,Lori

  27. apryl on October 19, 2009 at 6:00 pm

    my 2 cents:-like the idea of a FAQ section/list of tutorials: if you get that many repeat questions about the same thing, this would be great & people would STILL get their questions answered! that’s the point in the end!-like the hire an assistant idea. i would think you are at the point when that makes sense. even if they work for you remotely, from their own home office, this makes sense if it frees up your time!-not a fan of the forum idea/s because that sends people elsewhere & you offer a great service, you’re a reputable professional & forums can be a guessing game ie: who’s advice do you take?

  28. Erin on October 20, 2009 at 5:06 pm

    I didn’t read every response other people left, so forgive me if I repeat anything…FAQ posts are a fantastic idea!! I think your loyal blog readers will appreciate this info & understand that you’re a busy girl! Don’t worry about upsetting people – not everyone is in your target audience 😉 Maybe you could even have your new web person create a FAQ page that updates with the info from each FAQ post, so all this info is in one easy-to-find place? (Blog tags do the same thing I guess). You should definitely hire an assistant… It sounds like email correspondence is your primary concern, so you could always delegate emails (using your discretion) to your assistant. Lists of recommended books, etc. also sounds like a fantastic idea. You can even start an Amazon book store for yourself & link to it from your website. I’ve seen other photographers also do this with their camera gear (for people that email wondering what gear you use). You can even create separate “store” sections for these different categories. You can link to other helpful websites from your new website. Something like this might reduce some of the emails you’re getting. Anyway, hopefully I’m not repeating other people too much 😉 You’ll figure it out & you’ll succeed no matter what you decide!!!!!Erin

  29. Angela Compton on October 21, 2009 at 11:25 am
  30. Donnell on October 21, 2009 at 11:28 am

    Why not charge a monthly or subscription fee?? You are providing a service and helping other photogs improve their business. Perhaps you could keep a “free” section of your site for general tips, etc. and to help promote the subscription side of your site, but then you could have a monthly “membership” fee to a more inclusive area of the site where people can ask questions, etc. This might weed out some of the people who just looking for free advice and don’t particularly value your knowledge and the time and energy you’ve spent learning everything you know. Even if you did $10 a month with a minimum subscription of 6 months or a year… that could even pay for an assistant I would think, b/c I’m pretty sure I would pay $10 to pick your brain! And if this idea works, you can hire me as your assistant because I have great ideas and I work well from home! 🙂

  31. Melissa Korta on October 21, 2009 at 11:47 am

    Shared on Facebook as well!

  32. Camilla Binks on October 21, 2009 at 1:27 pm

    I tweeted!! for the contest! This is an awesome prize!

  33. Tina Harden on October 21, 2009 at 1:40 pm

    OH man this is AWESOME! I couldn’t be more perfection timing. My confidence in my photography is an 8 but my business savvy and start up plans etc. would be about a 2. I’m so bad to de-value my product thinking thats what gets the sale so bad that I’m essentially paying the customer to us my product. I lack confidence in web and blogging that intimidates me too. My marketing skills suck to put it mildly. I’m overwhelmed by what I need to learn and where to go to learn it to improve all these skills. This looks like an awesome starting block. Thanks for the Opportunity!

  34. Missy Joy on October 21, 2009 at 1:49 pm

    Posted on FB at Missy Ramaker

  35. Paul Kremer on October 22, 2009 at 1:54 am

    This may sound like a crazy idea, but you could do what most business owners do when their workload increases to the point they can’t handle it on their own anymore: Hire an employee! :)I know it would present its own challenges, especially at tax time, but if you brought someone up to speed with your business and hired them on a part-time basis, they could knock out a huge chunk of your e-mail volume and leave you open to do the things you love. If you can’t afford to hire an employee, then you can’t afford to answer all those e-mails, and you might have to stop responding. You have to take care of your family first. It’s not fair for people to expect you to provide answers to a million little questions at the cost of your free time and family life.

  36. Jenny Sun on October 28, 2009 at 1:22 pm

    Jodie!! this was an AMAZING post!! I’ve been living in what you have basically described and my soul has been craving solace away from the business to go back to what is most important (family and friends, and just life). I have thought of ALL the possible things to cut down the work/emails and most are listed above. I have found most helpful to have:(1) FAQ posts (not it is not impersonal at all. People need to know you run a business and have your own things to do too)(2) Template replies for frequently asked questions(3) hiring a PA – this has been the most wonderful – i found someone who has a perfect personality for the job, happy, bubbly, and a love for photography. She has been trained to answer all types of emails, including questions from other photographers, clients, etc. She will then pass on the client to me when it comes to fostering the relationship for the shoot (ie. after they become my clients). I get CC’d into all emails, and only reply when she doesnt know the answer or the person has officially become my client and I need to get to know them better 🙂

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