The foundation of any successful lash extension business is great client management. In addition to returning to your salon again and again, loyal clients play an important role in building your business by referring your services to their network. It’s not easy to build a strong bond with every single customer, but by following these client management tips, you can set your client relationships up for success.
Read More: How To Retain Your Lash Customers
Set Expectations With Your Client
Every client has a different lash goal, and it’s your job to get them as close to their dream look as possible. Take the time to fully understand their vision and provide your honest feedback about what’s possible. For example, if your client wants mega volume lashes but her natural lashes are too short or sparse, be honest about what you can safely deliver. Provide a few pictures of the next best option and reassure her that she can still look gorgeous with a less volumized look. Remember, the key is to make your client feel good about themselves while protecting their eye and lash health. When you listen to a client’s needs and set expectations, you’ll be better able to give them the lashes of their dreams.
Educate, Educate, Educate!
Customer education is the key to long-lasting, beautiful lash extensions, so take the time to educate your client on how to care for them and clean them. It can also be helpful to explain how the lash extension glue works and how NovaLash products are different from other lash extension adhesives on the market. By taking the time to explain the NovaLash difference and the importance of properly cleaning their lashes, they’ll be better able to see the value of your unique services and follow through with aftercare.
Match Your Client’s Energy
Some clients are talkative, some want to take their coveted lash nap, and others want a mix of both. Pick up on these cues so you can give them the experience they’re looking for. Of course, always be professional, respectful, and kind, no matter how chatty your client is (or isn’t!).
Create Office Hours
It’s natural to always want to be available for your clients, but answering emails, texts, and calls around the clock is only training your clients to think you’re available 24/7. This can cause issues when you’re not available for your clients, like during a lash session, on vacation, or when you’re working on another aspect of your business. To create a system that lets you connect with your clients and protect your time for other work, consider setting office hours that are dedicated to client communication. Consistent office hours can help your clients understand when to contact you and how long it will take you to get back to them, which improves trust and helps you deliver an even better customer experience.
Client management can sometimes be a challenge, but by following these tips, you’ll set yourself up for success from the moment your client walks in the door. For more information on how to balance all the parts of a successful lash business, read our article on time management strategies for lash artists.