I posted the other day about this being a great time to consider whether any of your business policies and touch points aggravate your customers, and if so fix them. I included a PS saying we know we’re not perfect, and "if you reckon this is the pot calling the kettle black, please leave a comment or email us". I was glad I did because Mark went to some trouble to leave a lengthy comment detailing his frustration with us. My point here is not so much to talk about his particular issues (we've been in touch, of course, and we  pretty much have to take what he says on the chin, and fix the To View More >>

Three things I love... Metaphors ("Remix 'Collections' are like iTunes Playlists"). Stories (like Danny's PJ speed test). One-liners ("Colour management used to be just calling the lab to complain about your prints.") Words, that's all... But they make you think. They illuminate what you're saying and make it memorable. They use the familiar to explain the unfamiliar. They're gems of great price if you polish them till they shine, and really awkward if you don't. Cheers, Ian A few more from Bob Tulloch's seminar in Auckland last Wednesday: Our clients have two motivations, love and pride. We're To View More >>

Bob had another noteworthy one-liner in his seminar: "Gen Y is about to discover the difference between a Want and a Need." You need to understand that Bob was sharing the stage with young Danny, and there were plenty more Gen Y in the audience... I'm a Boomer like Bob, so I was fine with it, but Danny said, "I wonder whether he offended anyone?" FWIW it made me think about two aspects of "framing" your photography. Bob used certain words to describe his role (artist, historian) and what motivated his clients (love, pride). He's framing his photography as a Need, not a Want. Something they can't To View More >>

At weddings there are always time burglars stealing from the innocent, so we talk to our clients about how long things really take ... so we don't lose the time we need. Sometimes this means that a cunning couple will deliberately try to run us out of time because they hate having their photographs taken. We distract them by focusing on their feelings for each other instead of their feelings about photography – easy if you aren't constantly asking them to smile for the camera. One of the most guilty time burglars is the make-up artist … stealing time from the photographer to get the perfect To View More >>

I have to say this. That leather is beautiful. Well I certainly think so. It's is part of our new contemporary range, specially made for us. Heather and I were lucky enough to visit the tannery in Europe last month and we were very impressed. So much individual attention to every hide, from the initial inspection and grading (by four very serious men) through to the final finishing processes and packaging. Not to mention their environmental commitment,  and even the way they engaged personally with us. We visited our paper suppliers too. Same story. Great people, great product, high standards. To View More >>