Customer service is one of the most important aspects of running a business, and it can be difficult to always deliver good customer service. You’re a lash stylist and you’ve been in business for a while. You feel like you’re an expert, but there are still some days that leave you feeling like anything but. Whether it’s because of the client or your own mood, on those days, all you want to do is give up and call it quits. But don’t! One of the best ways to make sure you’re delivering quality customer service every time is by enforcing rules before they become a problem. Here is how you can do it.
- 1 The first foot in the door: Greeting clients
- 2 The second foot in the door: Easing into their concerns
- 3 Third, listen to what they want and be prepared to help
- 4 Fourth, take a step back any time they seem too intense
- 5 What Lash Artists Need to Know About Their Clients
- 6 How to Smartly Handle Very Demanding Clients
- 7 What Not to Do When Working With Tough Clients
- 8 Not Re-Booking Clients
- 9 Conclusion
The first foot in the door: Greeting clients
When a new client walks in, it’s important to make a good first impression. After all, this person has put their trust in you to give them the perfect lashes. How you greet them will set the tone for the rest of the appointment. So, take a deep breath and smile! Here are a few things to keep in mind when greeting clients:
Be professional: This one goes without saying, but it’s worth repeating. Your lash artist should be dressed in clean, professional clothing. No one wants to be greeted by someone who looks like they just rolled out of bed!
Make eye contact: When you make eye contact with your client, it shows that you’re interested in them and invested in giving them the best possible experience.
Be friendly: Even if you’re having a bad day, it’s important to be friendly to your clients. They should feel like they are the only person who matters at that moment.
The second foot in the door: Easing into their concerns
When it comes to handling tough lash customers, experts say that the key is to ease into their concerns. “Try to get a feel for what they’re really worried about,” says one expert. “Is it the quality of the product? The safety of the procedure? The cost?” Once you’ve determined what their main concern is, you can address it head-on.
If they’re worried about the quality of the product, assuage their fears by explaining the research that went into developing the lashes, or offering a money-back guarantee. If they’re concerned about the safety of the procedure, emphasize that lash extensions are safe and painless or offer a free consultation with a professional. And if cost is an issue, offer a discount or package deal.
The bottom line is that each customer is different, so you’ll need to tailor your approach accordingly. But by taking the time to listen to their concerns and address them head-on, you’ll show them that you’re committed to giving them the best possible experience—and that’s sure to win them over in the end.
Third, listen to what they want and be prepared to help
Tough lash customers can be a handful, but with the right attitude and approach, you can turn them into satisfied customers. Here are some tips on how to handle tough lash customers, according to an expert:
1. Be patient and understanding. It can be difficult to deal with difficult customers, but it’s important to remain calm and understanding. Show them that you’re willing to listen to their concerns and help find a solution.
2. Be prepared to help. Have all the information you need at hand so you can address their concerns quickly and efficiently. This includes knowing your product inside out, as well as having a good understanding of the customer’s needs.
3. Listen to what they want. It’s important to understand what the customer is looking for and why they’re unhappy. Once you know this, you can start working on a solution that will meet their needs.
4. Keep your cool. Remember that tough customers are just trying to get what they want; they’re not trying to upset you personally. If you can keep your cool, you’ll be better equipped to find a resolution that both parties can be happy with.
Fourth, take a step back any time they seem too intense
When a customer is being tough, it’s important to take a step back to maintain your composure. This will signal to them that you’re in control of the situation and not feeling defensive. It will also give you a chance to assess the situation and come up with the best response. If they see that you’re flustered, it will only make them more likely to continue being difficult.
As a lash artist, you will inevitably run into tough customers. But don’t worry, we’re here to help. With our expert tips, you’ll be able to handle any tough customer that comes your way. From managing expectations to handling difficult requests, we’ve got you covered. So the next time you’re faced with a tough customer, remember our tips and take a deep breath – you can do this! Here you will find helpful tips and articles about how to handle tough lash customers. We hope you find this information useful and that it helps you in your business dealings with tough customers!
In the beauty industry, it’s no secret that some customers can be a real challenge. They might not know what they want, they might take way too long trying to figure out what they want and they belittle your services in the process despite requesting them. No matter which aspect of your work as a lash artist is affected most by these clients, you’re going to need some tips on how to handle them.
What Lash Artists Need to Know About Their Clients
As a lash artist, it’s important to understand your clients’ needs and wants. This way, you can provide them with the best possible service and ensure that they’re happy with their results. Here are a few things to keep in mind when dealing with your clients:
1. Lash artists need to be able to communicate well with their clients. This means being able to understand what they want and explaining what you can do for them.
2. Clients may not always know what they want. It’s your job to help them figure out what look they’re going for.
3. Be patient with your clients. They may not be used to having someone work on their lashes and maybe a little apprehensive at first.
4. Make sure you’re using the right products for your clients’ lashes. Not all products are created equal, so it’s important to find ones that will work well for your specific clientele.
5. Lash artists need to be able to provide guidance and instruction to their clients. This includes teaching them how to properly care for their lashes after the fact.
How to Smartly Handle Very Demanding Clients
If you’re in the business of servicing clients, whether it’s as a freelancer or for an agency, then you know that not all clients are created equal. Some clients are great to work with, while others can be… shall we say, less than ideal.
The key to success is learning how to deal with demanding clients in a way that is both professional and effective. Here are a few tips:
1. Define expectations from the start
When you first start working with a client, it’s important to set expectations upfront. This means being clear about what you can and cannot do, what your turnaround times are, and what kind of communication they can expect from you. By doing this, you can avoid misunderstandings and frustration down the road.
2. Be responsive
No matter how busy you are, it’s important to be responsive to your clients’ needs. If they need something from you, make sure you get back to them as soon as possible. The quicker you can turn around their requests, the happier they’ll be.
3. Be flexible
While it’s important to set expectations, it’s also important to be flexible when necessary. If a client has a certain request on how to get their lashes done, a good lash artist finds a way around it to address it effectively.
What Not to Do When Working With Tough Clients
When it comes to working with difficult clients, there are a few things you definitely don’t want to do. These are the things that will only make the situation worse and will likely end up costing you the client. So, what should you avoid doing when working with tough clients?
1. Don’t take it personally. This is probably the most important thing to remember. Just because a client is being difficult doesn’t mean they don’t value your work or that they don’t respect you. It can be easy to take things personally when a client is being unreasonable, but try to remember that it’s not about you.
2. Don’t get defensive. It can be tempting to get defensive when a client is giving you feedback, but this will only make the situation worse. Instead, try to stay calm and listen to what they have to say. They may have some valid points, and even if they don’t, getting defensive won’t help matters.
3. Don’t give up. It can be tempting to throw in the towel when a client is being difficult, but this is usually not the best course
You might have to deal with lots of different clients over your career and there are some that prove to be harder than others. Working in the lash industry, you will inevitably come across some tough lash clients. Some of them might even start to feel like a test of your patience as a lash artist. I have been through it all and I’m here to help! Not only is it important for you as an artist to keep your cool, but also for you to be professional and know how to handle these situations with grace. You will be introduced to ways in which you can provide the best possible customer service to all of them. We’ll talk about what’s the best course of action when they’re unhappy and how it could benefit your business overall.
Not Re-Booking Clients
- You can’t make them feel bad
- You can’t make them feel guilty
- You can’t make them feel sorry or anything of the sort.
If they are not interested in re-booking, then there’s nothing you can do about it. These clients simply need to be handled differently than other clients because they have different needs and don’t possess the same level of commitment that most other clients have.
- Canceling Appointments
Like any business, you want to keep your clients happy. You want them to love their lashes and come back for more. But what happens when a client decides that she doesn’t like her new lash extensions? What if she decides that she isn’t willing to pay the amount of money you charged for them? How do you handle this situation?
- Be respectful: Regardless of how much money you may have lost on this client, it is important not to be too harsh with how you speak with her. She is still paying for services and deserves respect in return.
- Be clear about what happened: If a client comes into your salon unhappy with their new lashes and asking for a refund, explain exactly why they are unhappy and let them know there are steps they can take if they want their money back (such as submitting an official complaint). This will help prevent any confusion or misunderstandings later on down the road when things really start getting messy between both parties.
- Offer alternatives: If there are issues with quality control or other things out of your control causing problems like clumping or uneven growth patterns in certain areas on each set of lashes being installed every time someone gets theirs done then offer alternative options such as touch-ups at no extra cost after each appointment ends until everything looks great again!
- Last Minute Cancellations
A client who cancels at the last minute is a problem. Here’s how to handle it:
- Call the client to see if they can reschedule
- If they can’t, send them an email or text letting them know that you’re disappointed that you won’t be able to work with them and offering encouragement for next time
- If they still don’t respond, send a follow-up email or text expressing your continued interest in working with them (and again offering encouragement).
- If they still don’t respond, call them again
- Late Clients
- Don’t rush to work on them.
- Don’t be upset if they are late.
- Don’t be upset if they cancel.
- Don’t be upset if they are unhappy with their lashes.
- Don’t be upset if they are rude or ungrateful (you were just doing your job).
- Client Who Makes Up Problems About Lash Service
- Don’t take it personally. When a client is upset with you, the first thing they’re going to do is blame you for their problems. Even if your client is being unreasonable or unfair, don’t let it get to you—it’s not about you!
- Don’t argue with them. Even if your client has an argument that makes sense in their mind, never try to win them over by arguing. Instead, just stay calm and respond back with facts: “I understand what you’re saying and I want to help solve this problem.”
- Don’t get defensive or explain yourself too much at first (e.g., “We didn’t mean for this to happen …”). The last thing a lash technician needs when a lash client is upset is more information; keep things simple until all facts are known before moving forward into problem-solving mode.)
- Clients Who Are Never Happy With Your Work
- Tell them they are not the first to have a bad experience with their lashes.
- Share what you learned from your past experience and how it affected the way you work today.
- Explain the importance of providing a quality service and how you can help them achieve their desired look.
- Clients Who Call You By The Wrong Name
- Make sure you have their name right.
- If you call them by the wrong name, they will think you don’t care about them.
- If they call you by the wrong name, correct them.
- How to handle tough lash clients
- Be professional.
- Don’t take things personally.
- Don’t let them get to you, your staff, or your other clients (if any).
- Don’t let them get to your boss and/or family members who also work at the salon/spa.
Being a lash artist can be very rewarding but it does come with its frustrations. One of these frustrations is when clients are rude and demand that you do something differently. If this happens to you and you feel like the situation is out of your control, don’t worry! It’s important to remember that every client is different and will want something a little different. Understanding the client’s personality can be an intimate task. It is not always easy to find the delicate balance between giving them what they want, but also what you feel they need. You need to keep an open mind with your clients and set expectations before their appointment. If you can learn how to handle tough lash clients, then you’re sure to have a successful business as a lash artist.