Relationship Building

Social Interactions and Representing Dorian Appropriately

• We welcome and greet people warmly, no matter who they are or where they are from

• We foster a caring environment.  We want students, parents, staff, and coworkers to feel safe and valued.

• We smile knowing we have the power to create happiness.  It is a conscious choice to make somebody’s day brighter.

• When we make mistakes, we acknowledge, correct, and learn from the experience so we are growing and improving.

• When we use social media, our posts and comments are not disparaging of others and reflect the positive ideals held at Dorian.

• Friendships naturally form in the workplace.  They can be confidants or sounding boards when needed.  Keep your friendship professional and avoid making negative comments about others.  Friends can also help solve conflicts with others by giving perspective and advice.

• Have trust in your team members.  When you trust your team members, you can be open and honest with your actions.  

• Have self awareness; take responsibility for your words and actions and don't allow your own negative emotions to impact the people around you.

• Seek inclusion with coworkers.  Welcome everyone despite any differences there may be between you.  All good relationships depend on open, honest communication.  Whether you're sending emails or IMs, meeting face-to-face, or on video calls, the more effectively you communicate with those around you, the better you'll connect.

Types of Relationships

We believe there are two primary types of relationships; customer (external) and Dorian employee (internal).  Many of us maintain relationships with people outside our company, including customers and vendors.  In addition, building connections between colleagues within Dorian allows for healthy collaboration, positioning us for positive growth.

External Customer Relationships

Dorian Employee and School Admin/Office Interaction

• • Communication is at the heart of human interaction, and it can make or break our business. Being able to communicate effectively with our schools can lead to increased sales, repeat business, and referrals.

  • Being transparent in the appropriate aspects of our role can create a stronger and more profitable client relationship. Schools appreciate working with an accurate and honest company, it’s therefore very important that this is included in the very nature of our communication.

  • It’s inevitable that a mistake is going to happen, and this is when great communication is paramount. Being empathetic and understanding during these times is crucial.  Own the mistake, apologize for it and come up with options on how to fix it.

  • Responsive communication can separate good companies from great companies.  Email and/or voice messages should be returned within hours of receiving them, but never more than 24 hours later. 

  • If you don’t know the answer to a question from a school, tell them that you will find out and get back to them quickly.  Follow through is important here.  Do not let more than 24-48 hours pass without getting back to them or make sure your manager does.

Dorian Employee and Student Interaction

• Safe:  Whether we’re interacting with students on picture day, in the hallways, on the field, or a yearbook class, we want to establish a place where students feel safe to express themselves and where they feel a sense of belonging.

• Fun & Energetic:  Through our positive energy, we can create an environment that keeps students stimulated and looking forward to their next interaction with Dorian Studio.  Our goal is to increase the child’s sense of self esteem through our interactions.

• Professional:  Interacting with students in a professional manner is paramount to the health of our business.  We must be cognizant that when entering school grounds we are representing Dorian Studio.  If we need to adjust a student's hair or clothing in order to capture that perfect picture, we always ask permission or recruit a parent helper to assist.  Please be sure your actions match the school’s policy toward how we interact physically with the students.  We always keep our verbal and non-verbal communication professional when interacting with students.    

Dorian Employee and Parent/Customer Interaction

• • Your body language speaks louder than words (even if it’s over the phone).  Make sure you’re actively listening.  Acknowledge the customers’ messages, and give them the confidence you’re there to help them find the best possible solution.  

  • Honesty works every time.  If you’re not aware of the details, tell the customer you will obtain the exact information for them. Don’t wing it by saying ‘I think…’ or ‘It could be…’ This sort of communication will create doubts about Dorian Studio and our brand.

  • Customers are always looking for fast solutions; therefore, delivering a rapid response is vital to our future success.  Returning email and phone messages should never exceed 24 hours.  

  • We foster high emotional intelligence or our ability to read and react to other people's emotions. This skill is valuable in diffusing difficult customer interactions. Every business experiences a frustrated or upset customer, but the best service teams are able to de-escalate the situation and in many cases turn it into a positive outcome.  

Internal Customer Relationships

Employee Interaction within a branch or the lab

• • The closest contact you will have amongst colleagues is in your own branch or department in the lab.  These are the people you will work side by side with.  

  • Fulfill your tasks and be a team player so projects are done on time.

  • Show up to work on time.  Leading by example is vital to our success.

  • If you notice a coworker having a hard time, see if they need any help.  Actively listen during conversations.  

  • Provide advice and feedback when asked by a coworker.

  • Welcome new co-workers to the team and see how you can help them be more successful.

Employee Interaction between a branch and the lab

• We are a team and should respect each other while working together to fulfill our duties. Respect is a must and treating others negatively will cause unnecessary friction.

• Use the proper channels for requests.  Branches should reach out to their office manager first and allow them to direct requests to the appropriate lab personnel.

• Use email as the first communication to minimize disturbing each other’s workflow.  This allows a response to be given at an appropriate time.

• Adhere to normal turnaround times as much as possible. Ask for special requests only when it is absolutely necessary. Before promising an exception, ask:   

  • • Do we have inventory and personnel to fulfill the request?  

    • How much does this really cost?

    • Is the timeframe reasonable?

Employee Interaction between separate branches

• • Each branch has unique peaks and valleys; some are busier at times than others.  When asking for help, coordinate as early as possible for better rates on flights and hotels. Last minute requests are burdensome and forward thinking allow us to work better with each other.

  • Reach out to the branch manager first when asking for help so they can determine if a photographer is available. 

  • Use similar personnel from another branch as a resource.  For example, if you are a lead photographer and have a challenge, a like-minded individual can be helpful.  Finding someone in a similar role with a bit more experience is ideal.

  • Respond to requests quickly to avoid unnecessary delays. 

  • Mentors are helpful. If you are new to Dorian, seek a mentor from another branch to help guide you in your new position.

  • We oftentimes collaborate on projects.  This helps push new ideas forward and gives diversity to the situation.