Ep 020: From Inquiry to Gallery: The Client Experience You Don’t See

ByKelBailey

What you see online—the finished gallery, the Instagram sneak peeks, the framed prints on the wall—is only part of the story.

As a photographer, maybe 40–50% of my job is what you actually see. The other half? It’s the systems. The communication. The automation. The prep guides. The questionnaires. The follow-ups. The tiny, intentional touchpoints that most people never see—but absolutely feel.

In this episode, I’m pulling back the curtain on my full client workflow—from the very first inquiry all the way to final gallery delivery (and even beyond that).

Whether you’re a client curious about what happens behind the scenes or a photographer ready to elevate your workflow in 2026, this episode is for you.

What Happens After You Inquire?

When an inquiry lands in my inbox, I never assume someone knows everything about my business.

Instead, they immediately receive:

  • A welcome email
  • A detailed pricing guide tailored to their session type
  • An invitation to stay connected (podcast, email list, Instagram)

Even if someone doesn’t book right away, I never want the conversation to feel like a dead end. There are always breadcrumbs. There’s always a next step.

For photographers listening: your conversion rate may not just be about pricing. It might be about how your inquiry conversation ends.

The Onboarding Process: Contracts, Invoices & Automation

Once a client decides to move forward, I onboard them through my CRM (I use HoneyBook).

This includes:

  • Portrait contract
  • Model release form
  • Invoice + payment options
  • Scheduler link (for family + branding sessions)

Everything is signed electronically and organized in one place.

Automation isn’t about removing warmth. It’s about removing chaos.

Prep Guides & Questionnaires: The Game Changer

After booking, clients receive a session prep guide designed to:

  • Answer frequently asked questions
  • Help them choose outfits
  • Explain session flow
  • Walk them through what happens next

A week before their session, I send a short questionnaire so I can:

  • Learn family member names
  • Understand personalities
  • Incorporate heirloom or sentimental items
  • Even grab their go-to coffee order

These small details completely changed how prepared I feel walking into sessions—and how connected my clients feel before we even meet.

What Happens After the Session?

At the end of the session, I explain what’s coming next.

The day after their session, they receive:

  • A follow-up email outlining the exact timeline
  • Sneak peek expectations
  • Blog feature information
  • Gallery delivery timeline

No guessing. No wondering. No awkward “just checking in” emails.

Clarity builds trust.

Gallery Delivery: More Than Just a Link

When galleries are delivered, I include:

  • A personal note about their session
  • Access to my curated print shop
  • A print release with my recommended photo labs
  • A request for a Google review
  • Download + backup instructions
  • A reminder that their gallery expires in 7 days

Then, the day before expiration, they receive a gentle reminder.

Because again — no dead ends.

The Final Touch: A Printed Magazine

In 2026, I added something new.

After their gallery expires, I order a custom magazine featuring their images and mail it with a handwritten thank-you note.

It’s a tangible reminder that their session mattered.

Because I never want my client experience to feel like:
“Book. Shoot. Deliver. Done.”

I want it to feel guided. Intentional. Personal. Seamless.

For My Fellow Photographers

If your workflow feels reactive…
If you’re buried in repetitive emails…
If clients feel unprepared…
If your process feels inconsistent…

It may not be your talent.
It may be your systems.

The invisible half of this business matters just as much as the images.

Your client experience is only as lovely as the intention you put behind it.

Resources Mentioned in This Episode

  • HoneyBook (my CRM for contracts, automation & scheduling) HoneyBook has shared an exclusive link that will allow YOU to receive 30% OFF your HoneyBook subscription! You can grab your discount code by clicking right HERE.
  • Flodesk (for email marketing + list building) Flodesk has shared an exclusive link that will allow YOU to receive 25% OFF your first year of Flodesk. You can grab your discount by clicking right HERE.

If this episode resonated with you, I’d be so grateful if you:

  • Left a review
  • Subscribed to the show
  • Shared it with a fellow creative

And if you’re a photographer wanting to refine your client experience, my DMs are always open. 

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