June 17, 2022
As lash artists, things aren't always going to go to plan, and you've got to be ready for whatever comes your way. If you have the same problem but find it challenging to handle them professionally, we're here to help.
Below you're going to find the most common client issues and some solutions that will help you retain clients and find a solution for everyone involved. Get ready to get back to slaying your client's lashes.
Sometimes you're going to have clients that come in and assume they only need a fill when in fact, they need a complete set of lashes installed. To remedy this situation, create a policy that clarifies they need to have a minimum number of lashes remaining on each eye before it's considered a fill instead of a complete set.
If clients wish for their lashes to remain in great shape, they should come back for an appointment every couple of weeks for a refresher. It's also essential you take some time during each appointment to provide your clients with a brochure and educate them on how to care for their lashes following their appointment correctly.
Understandably, some things in life come up that your clients have no control over, but that doesn't mean it doesn't affect your business when it happens. The first thing we recommend is to have client policies in place to cover these emergencies.
For example, if a client is sick or has been in contact with someone sick, they should take the necessary steps to cancel their appointment ASAP. If they show up to the appointment and you realize they're sick, you have the right to stop the appointment or cut it short and reschedule for a later time.
Next, it's essential to communicate with your clients and let them know you understand emergencies happen, and your business offers a one-time free cancellation without penalty. Still, in the future, there will be a charge.
There will be times when no matter the quality of service you provide, there will be
some clients that aren't satisfied with the result. When clients aren't satisfied, they'll likely ask for a refund, which is when you need to have refund policies in place.
You take a significant amount of time and use products throughout the appointment that you can't take back; therefore, your policy should clarify that no refunds will be given. If clients have an issue with something, they should contact you within the specified time to reach a solution.
Make it clear in your policy that if clients don't raise their concerns or damage their lashes because of improper aftercare, they can receive a fix, but they will be responsible for paying the fee.
As lash artists, you're going to face problems, but the most significant factor is how you handle them. No matter the problem, you need to have policies you can refer to that are clearly defined for clients to review.
Do you need to up your lash game by taking a new course or want to add some accessories to your lash kit? Stop what you're doing now and contact Exquisite Lash Training today.
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